Learning on the Job
Scenario
A few weeks into my new role, I was settling in well. The team had been welcoming, showing me how to complete different tasks. To help myself remember, I began jotting down each step in a notebook, building a personal guide as I went.
The Challenge
One recurring responsibility was discharging patients, a process that involved multiple steps across several systems. I have done it enough times that I felt confident. But one day, a colleague asked me a simple question: “How are you sending the discharge letter?”
I explained my method; drafting the letter, password-protecting it, and emailing it as an attachment. To my surprise, they quickly pointed out that the letter was meant to be sent in the body of the email instead. Another colleague agreed, leaving me confused. I realised I may have combined two different approaches I had been shown, and I wasn’t sure which one was correct.
The Turning Point
Rather than ignoring the confusion, I reached out to my manager privately by email. I explained the situation and asked for clarification, making it clear I wanted to follow the correct process for both compliance and patient care. My manager appreciated the honesty and reassured me.
Later, in our one-to-one meeting, they shared that the team leader was in the process of documenting all task workflows and asked if I would like to support them with it. Being new, I was excited to be trusted with such responsibility and eagerly said yes.
Workflow
Document steps clearly: I continued writing down each process but refined it to make sure it was accurate and aligned with official policies.
Cross-check with official guidance: Rather than relying only on memory or what I was shown, I made it a habit to confirm processes against policies or with my manager.
Supporting in standardisation: I supported the then Team Lead to create step-by-step process guides so the whole team could follow the same process consistently.
Creating clarity: I helped build documentation that would make onboarding smoother and reduce the chance of mixed instructions.
Embedding feedback loops: If I spotted differences in how tasks were done, I raised them early to encourage discussion and agreement on the best approach.
Key Lessons
Processes must align with company policies.
Document tasks to bring clarity and consistency.
Stay open to feedback even when you think you know the right way.
Structured training for new team members avoids misinterpretation.