Hospital administration team development and support in a children’s cancer service

Abstract

The administration team in the Queensland Children’s Cancer Centre at the Royal Children’s Hospital, Brisbane, included a team of 16 administration staff supporting the service and the state-wide clinical network. Shortly after the creation of a new expanded service, issues became apparent in administration team morale, relationships, communication, processes, leadership, support and training. The analysis of these issues included team interviews and surveys, consultation with senior administration staff and monthly sick leave monitoring. Strategies implemented included providing information; the joint development of a team business plan and individual performance plans; a review of the team’s structure, workload and business processes; engaging staff in quality improvements; and the development of relationships and leadership. As a result, the team reported being more comfortable and supported in their roles, had improved morale and worked better together with more consistent and improving business processes. They had clear purpose and expectations of their roles, displayed better customer service and had reduced sick leave. The study shows that in a high stress environment, such as a children’s cancer centre, attention to the team’s culture, vision and purpose, providing information and improving communication and relationships, when combined with a team’s enthusiasm, will improve the team’s growth, cooperation and work outcomes.

What is known about the topic? Various studies have found anxiety and depression in hospital administration staff, a perceived lack of recognition and value placed in their opinions, and some level of mistreatment. These circumstances have resulted in job absenteeism, high staff turnover, poorer interactions with patients and diminished wellbeing, job satisfaction, motivation and commitment.

What does this paper add? This paper details successful strategies implemented to improve the support and development of an administration team in a busy and stressful environment. It shows how they improved the team’s direction, processes and relationships.

What are the implications for practitioners? Administration staff in hospital settings require appropriate support to provide the best service to clinical areas. The study shows that attention to the team’s culture, vision and purpose, providing information and improving communication and relationships, when combined with a team’s enthusiasm, will improve the team’s growth, cooperation and work outcomes.