Advice and support service answers 10,000 staff queries - 06 June 2019

A new way of dealing with Workforce queries at University Hospitals of Morecambe Bay NHS Foundation Trust (UHMBT) has now answered more than 10,000 queries since its launch.

The ‘Ask Sami’ Workforce Advisory was launched in 2016 offering support and advice to both staff and managers in response to the challenges facing staff who needed quick solutions to their day-to-day workforce queries.

Staff and managers can access the team via ‘phone, email or Twitter. Straight-forward queries are resolved right away by a team of assistants and complex matters triaged to specialist advisors.

Christopher Brisley, Workforce Advisor, UHMBT, said: “We know that time is a valuable commodity to both our front-line colleagues and those behind the scenes. Our aim is to save people time by providing a one-stop-shop that delivers a visible, reliable and timely service.”

In a recent survey, managers praised the service and said that the service saves them up to 45 minutes of admin time per week.

When asked about the service, some comments received have been:

• “I was provided with a fast, efficient and friendly service.”

• “I have found the service extremely helpful. The responses have been extremely prompt.”

• “I always receive a swift response with useful and accurate answers to my questions.”

David Wilkinson, Director of People and Organisational Development, UHMBT, said: “Our service provides accurate and consistent advice in a reliable and professional manner – we’re in the people business – and this service ensures we put our colleagues at the heart of what we do.

“In the future we are planning to introduce a 24/7 chat bot that gives instant answers to a wide range of information queries and a staff app.”


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