by Craig Blakeway, Karen Wheeldon and Louise Jones

Winner of the Best QI Project

Poster Download

Background & Problem:

Dept : 7 Day Services Ward Clerks

Consists of 98 ward clerks working across both sites, covering various shift patterns.

Appraisal feedback identified skills gaps, training needs and limited opportunities for development and progression.

Staff felt under-valued, isolated and stuck in their roles.

We identified a need to improve this and conducted a library search to generate ideas.


To improve learning and development opportunities for Ward Clerks by creating a bespoke training programme, with a 20% uptake from a cohort of 98 staff by December 2019.


  • Held focus group meetings to ascertain training topics required and gauge level of interest.
  • Devised a programme of workshops in line with feedback received from questionnaire completed at focus group meetings.
  • Created bespoke lesson plans by utilising our own skills and knowledge.
  • Contacted subject matter experts to deliver specialist training.


By analysing the data and focus group feedback, we delivered an initial training programme to a cohort of 11 ward clerks from across both sites and various divisions. Feedback was positive for all 10 lessons delivered and on final graduation, very positive feedback with words used such as “rewarding”, “informative”, “inspiring” and “beneficial”.

Lessons Learnt:

  • A huge success of this programme was the opportunity to network and share ideas with fellow ward clerks which had ceased to exist previously as ward clerks felt isolated on their wards.
  • Using the PDSA cycle, we planned and delivered the course, studied the feedback and acted upon improvements and ideas for Cohort 2, which is currently in progress.

Next steps:

Cohort 2 due to graduate in January 2020 and planning underway for Cohort 3 commencing in June 2020.

Next steps for ward clerks who have completed WAVE are Silver QI projects, secondment opportunities, confidence to apply for other roles within the Trust, utilising new skills on the ward eg. Minute taking

Quality Improvement Team
Craig Blakeway – Ward Clerk Manager
Karen Wheeldon – Assistant Ward Clerk Manager
Quality Improvement Team
Lou Jones – Ward Clerk Training & Development Coordinator