Publish date: 15 July 2022

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This week we’d like to introduce you to Anna White, who is an Integrated Governance Officer for our Urgent & Emergency Care service.

Anna has worked for DHU for almost 11 years and has seen plenty of changes as she’s grown in her career alongside the company.

Anna said: “Back in 2011 I was looking for something part-time and flexible around what I was doing at the time, so I started here as an NHS111 Health Advisor. We were quite a small company, nothing like it is now, NHS111 was a new service, and I was one of the first three Health Advisors to join the company to take 111 calls. I progressed to a call centre coach before the role actually existed, and as part of the audit team and also worked as an Out-of-Hours Coordinator before moving over to Governance in 2014.

“Everyone in the Governance team does some great work and we work closely together. Day to day I manage complaints to ensure we provide a thorough investigation and an appropriate response and do not breach any NHS complaint time frames. The first thing I’ll do is check Datix and NHS.net to see if any complaints have come in. We also link in with the CCGs, NHS England and the PHSO (Parliamentary Health Service Ombudsman) and liaise with MP's and , doctors, hospitals and more.

“The feedback the Governance team provide is so important as it’s one of the main ways that the company can tell how they’re performing. Similarly, it helps individuals with their learning and development to improve the care they provide for patients.

“Complaints can be really interesting and rewarding. It’s only when people take the time to make their concerns known that we can improve and change. We respond to patients and see if there are any learning outcomes for DHU. At that point we can send out notifications in newsletters, clinical reminders etc to advise people on what's happened. We also keep track of themes and trends to see if any patterns are emerging from the complaints we receive. My favourite part is the end process. It’s quite rewarding when we complete a thorough investigation and provide an appropriate response.

“People should see a complaint as a positive, because if they’ve made an error, it’s highlighting it to them for their learning and development. It's not pointing the finger and saying you've done this, you've done that, it's all about development and learning and progressing. We’re all human at the end of the day and we all make errors. But unless somebody points it out to us then how are we going to learn from that and develop?

“What would be my proudest moment working at DHU? I have a couple, one is when I’ve helped, supported, and shared my knowledge with other team members and then watched them progress. And also when my daughter joined. She understood what DHU had provided for me as an employer over the years and that I enjoy working here. It prompted her to look at joining. She was working alongside her degree at the time and now she's an Out-of-Hours Coordinator.”

Thanks to Anna for telling us about her role and keep your eyes peeled for DHU’s next #WhatDoYouDo.

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