We’d like to introduce you to Pam Khunkhuna who joined DHU Healthcare as a Non-Clinical Performance Manager at our new Oldbury site at the end of 2022.
Pam has worked within the 111 service since before it was rolled out and we’re delighted to bring her wealth of experience to our new centre as we look forward to taking on the West Midlands contract on March 1st 2023.
“I started in the service back when it was known as NHS Direct,” said Pam. “I’ve worked in a number of roles, starting out as a Health Advisor, also taking on coaching, pathways training, mentoring and operational roles and then saw this opportunity at DHU. I knew the contract was going to be moving over shortly but I love working at 111 so, even though the role was a step up for me, I went for it, got it and am now starting the next stage of my development.
“I’ve worked at 111 across a number of different providers so I’m used to adapting to different ways of working but I know the region and the local system. It’s a new role for me but it’s a new region for DHU so we’ll learn together and for me, it’ll be nice to work with colleagues that I’ve worked with before and move forwards together.
“In terms of my role here, much of it will revolve around managing staff, auditing performances, assessing sickness and absence and supporting staff where needed, especially in terms of returning to work. I’ll also be taking calls which is something I’m very well-versed in. I think as a manager it’s important to practice what you preach and by continuing to be involved in taking calls, I have a better understanding of what my team are doing and the pressures they face.
“I think that as more people join us, at the moment we’re taking national contingency calls but the recruitment campaign is continuing for when we take on the West Midlands service, my involvement in the structure of the teams will increase. Some of the team will be new to the service and I want to be a ‘go to’ person for them and share my experiences, make my presence known and be there whenever they have a question or concern.
“The first few weeks of starting was getting to grips with a new system and finding my own feet but I’m there now. I’ve had a lot of support from the DHU 111 leadership team and it’s up to me to provide that same level of support to those joining us. I’m pleased to see the infrastructure is here and this new building in Oldbury is shaping up very nicely. It’s busy, bustling and the energy is good so I’m looking forward to developing the team and the challenge to come.
“For me, I just wanted to continue working within the 111 service. Having been a part of it for so long, I’m not ready to leave; I want to see it through and see it develop further as I think it is an essential part of the wider health service. When it started it was a very basic service but it’s become, in my eyes, vital and the first point of contact for a lot of people; the first service people turn to if they have an urgent health concern and I’m very proud of that.
“The number of people who access the service continues to grow and we have to grow with it. It will be very interesting to see what the next stage of 111’s evolution, on a national level, might be and I’m excited to be a part of it.”
Thanks to Pam for telling us about her role and keep your eyes peeled for DHU’s next #WhatDoYouDo.
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