Making sure hospitals´ Hotel Services are in good health

Doreen Reid worked her way up the ladder in healthcare Hotel Services. She tells Jane Bell of the job opportunities that are currently available

Doreen Reid: 'Good communication is vital...I try to ensure that all information is disseminated in an efficient manner'

What does the term 'Hotel Services' cover?

Hotel Services covers domestic, catering and portering services. My role within the trust involves identifying quality improvement areas for domestic, catering and portering services and designing and delivering training and development programmes to ensure standards are being met.

This involves putting in place effective communication systems to gather the views of service users and taking appropriate action where necessary.

What's the scale of Hotel Services operations within the Trust?

Currently we have 700 domestic, portering and catering staff working across Acute Hospital sites throughout the trust. We deliver approximately 2,500 meals every day to patients at our main acute sites and also provide a 24 hour portering service as well.

What job opportunities in this field currently exist within the Trust?

We are in the middle of a recruitment campaign for domestic, catering and portering staff. Closing date for applications is January 11, 2008. Interviews for these posts will take place on January 24, 2008. Further details can be found at www.hpssjobs.com or by telephoning 028 9442 4080.

You're an example of someone who has worked her way up through the service. Outline your career path.

I started as a domestic assistant back in 1984 in the Mid-Ulster Hospital. I was then encouraged to train for a domestic supervisor post in 1988 and completed the NHSSB Domestic Supervisors Training Kit and by 1994 I was appointed as Domestic Services Manager.

The Trust encouraged the development of staff and I availed of the opportunity to complete the National Education Board for Supervisory Management Diploma (NEBSM).

In June 1997 I was appointed Support Services Manager in Antrim Hospital and during that time I completed the Food Hygiene Management Diploma.

When the Quality & Training Development Manager position became available and with my experience and continued professional development I was successful at interview.

Since taking up my current role I have completed the Diploma in Cleaning Services Supervision at the former Belfast Institute where I was awarded British Institute of Cleaning Science Student of the Year in 2005. During 2006-2007 I completed the NVQ A1 Assessors award and achieved this qualification in September 2007.

All these opportunities have been afforded to me because of my employment within the Health Service.

You're responsible for quality and training development. What does that involve and how does it develop employees?

I am responsible for training all new staff employed within Hotel Services, ensuring they receive the required training to enable them to carry out their duties in a safe and effective manner.

Examples of training would include cleaning techniques, infection control, waste management and mandatory training such as manual handling and health and safety.

Hotel Service staff are then better equipped to carry out their roles and provide an efficient and effective service to patients, staff and other service users.

With issues around MRSA and C Difficile in the national news, what are the implications for day-to-day work in hospitals? Has training been adapted specifically to help tackle these problems?

We work very closely with our Infection Control Teams to ensure that staff are fully aware of the various cleaning techniques and products to be used to assist in minimising the risk of any infection.

I imagine team work is very much part of HS operations. Qualifications aside, what personal qualities do you need to be an effective part of the team?

Good communication is vital when working as part of the Hotel Services team and the wider multi-disciplinary team. I try to ensure that all information is disseminated in an efficient manner. Another key quality is being approachable - and as the Trust Mission states we want "to provide for all, the quality of service we expect for families and ourselves".

What do you find most satisfying about your job?

After training is completed I evaluate "on-the job" and the most pleasing aspect is observing a member of the hotel services team completing the job effectively.

You then know the investment in the training has been worthwhile.

What would you say to someone who has never worked within the Health Service before but is considering applying?

The Health Service can be a very rewarding career path. The training opportunities are there for those who want to pursue them "in-house" as promotion inevitably follows.

There are many other benefits such as job security, annual leave entitlement, family-friendly working hours and an employer's contribution based pension scheme.

Working in a patient environment can be challenging with so many targets to meet but in meeting those targets we provide an enhanced service to the patient.

Closing date for applications is January 11, 2008. Interviews for these posts will take place on January 24, 2008. Details can be found at www.hpssjobs.com or by telephoning 028 9442 4080.