We’d like to introduce you to Sam Harding, our new 111 Operational Performance Manager, who is based at our new Oldbury site in Birchfield House.
Sam took up the role in early January after going through DHU’s thorough training programme and joins our team in the West Midlands ahead of taking over the regional 111 contract from 1st March.
Sam told us: “I’ve worked for the 111 service in the West Midlands since 2011 when it was still known as NHS Direct, I was a Health Advisor back then working for an agency but I soon made it permanent. I’ve been through a few changes in providers whilst simultaneously progressing my own career so, within 18 months of being made permanent I made the move to Team Manager, becoming Shift Manager under Vocare a year and half later before TUPEing over to Care UK when I became Deputy Call Centre Manager.
“When WMAS took over the contract I became Duty Manager which had similar responsibilities but my loyalties and experience lies within 111. It was largely for that reason that when the Operational Performance Manager role came up at DHU, initially for the national contingency service that we’re working on until February 28th, that I applied because I love the service.
“For me if a Health Advisor or Clinician within 111 asks the right questions and the patient answers them accurately, they get the right advice and directed to the right service, that as a service it really does work. We’ve seen, particularly over this Winter, that incredibly busy Christmas period and the sheer number of callers we received, what an essential part of the system 111 is. It has improved other services by being a first port of call and the way the model has grown and will continue to grow, we will get better at it.
“I’m excited about this new challenge with a new provider in DHU. My first impressions have been very positive. I’ve been training in Orbis at Derby and the atmosphere is great, everyone clearly enjoys the role, morale is high and if we can replicate that at Oldbury, particularly in the permanent building that we have planned, then I’ll be very happy. Having a sole focus on 111 rather then combining it with 999 is a real plus point for me as it concentrates the support and resources. We all share the experience and pull together during challenging times such as those we faced this Winter.
“In terms of my role, day to day we will have a plan of action to meet, assess the potential challenges and deal with the consequences of the day. Some days you can plan for, such as industrial action or bank holidays but other days, you don’t always know when that high demand will come so you have to adapt and support the team in the best way you can. Right now, much of the team in Oldbury is new so I can use my experience of the region, even those, including me, who know the system have to get used to a different building, different systems and organisational changes. I’ve been able to live that for a couple of months and will be able to help others bed in and get trained up before we switch over from national contingency to taking West Midlands calls.
“It’s an exciting time and we’re all committed and enthused about rising to this challenge. I’m new to DHU and DHU is new to the West Midlands but 111 has been around for years and we know how it works. We will and have been working together and, when it all comes down to it, it’s about preparing our colleagues to put the patient on the end of the phone first and make sure we do right by them. It really is as simple as that so, with that as our combined focus, we can move forwards together.”
Thanks to Sam for telling us about their role and keep your eyes peeled for DHU’s next #WhatDoYouDo.
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