Answering the Call: Recognizing the Essential Work of Quinte Health’s Switchboard and Resource Centre Team
At Quinte Health, our people are the driving force behind everything we do.
During each meeting of the Quinte Health Board of Directors, we shine a well-deserved spotlight on the great work of a team, or a team member, who brings our Quinte Health values to life—Imagine it’s you, Value everyone, We all make a difference, and Stronger together.
Board member Pam Jolliffe had the privilege of presenting the award:
“This month, we shine a well-deserved spotlight on a team that works behind the scenes, ensuring seamless communication and connection across our hospitals. The Switchboard and Resource Centre team can be found tucked away on the third floor of Trenton Memorial Hospital but their reach extends to every corner of our facilities.
With five full-time, five part-time and 10 casual team members, Manager Andrew Pearce explains that the first two months on the job can feel overwhelming because new team members need to learn nearly EVERYTHING about our hospitals.
Whether that’s how to field the 60,000 monthly calls that come through switchboard, or learning the intricacies of the 14,000 pages per month that the team sends out—there is a lot to know!
Despite the high pressure and constant ringing of phones, the team sets a positive tone as the first point of contact for residents across the Quinte region and beyond. They’ve been described by the public and by fellow Quinte Health team members as calm, helpful, kind and supportive, and Andrew asserts that the dynamic within the team is also positive. He says, “We’re always having fun, which is important, especially in healthcare.”
The team is also quick to adapt to the needs of the moment. During the COVID-19 pandemic, call volumes increased by 30 per cent—keeping this hard-working team hustling even harder. During the launch of Quinte Health’s new regional health information system, the team expanded temporarily to provide call centre support for the hundreds of staff and physicians learning the new system. They would triage calls effectively to ensure the vital work of our clinical teams could continue with minimal disruptions.
The Switchboard and Resource Centre team also answers critical code calls for emergencies and dispatches to the required response team. They monitor maintenance and lab alarms, provide overhead paging, and manage requests for any support service function such as cleaning, portering and maintenance. The team recently took ownership of managing non-urgent patient transfer requests, which—at about 430 requests per month—has been no small feat and has significantly helped to streamline the process for our frontline teams.
Nicole Cheeseman joined Quinte Health in November as the General Manager of Support Services and oversees this incredible team. She commends Manager Andrew Pearce for his great leadership and dedication and notes that the hard work and commitment of the entire team is truly inspiring.
The Board is inspired too and is pleased to present a Values in Action Award to a few representatives of the Switchboard and Resource Centre team who are here with us today. Thank you so much for your dedication and contributions, and for living Quinte Health’s values. Please express the Board’s gratitude to those on your team who couldn’t be here today.”
#OurPeople
#WeAllMakeADifference
