We all need help getting where we want to be and to benefit from other people’s expertise, that’s why our DHU Healthcare 111 coaches are so important to our 111 team.
We believe passionately in career development and one of the options open to those starting out as a Health Advisor is to train to become a Coach, giving them the opportunity to pass on their working experience to those starting out.
Sadie Bartram is based at our new building in Oldbury in the West Midlands and joined DHU as a Dental Nurse in 2017. She is now able to coach new Health Advisors and Dental Nurses when they start and is keen to advise those starting out to think ahead about becoming a Coach themselves.
“I was a Dental Nurse for five or six years,” explains Sadie, “firstly at an Orthodontic Clinic in Derby and then a dental practice in Swadlincote but wanted a change. I saw that they were looking for Dental Nurses at DHU to work in their 111 advice centres so decided to make the leap.
“I enjoyed it and it was good for me to be able to give out specialist dental advice as well as learning about and taking Health Advisor calls. It wasn’t long before my manager asked me if I’d thought about becoming a Coach. I was sceptical at first, there was extra training involved and it put my competencies to the test, but I’m so glad I went for it as it’s given me a whole new perspective.
“I did the three days of training and put together a presentation on injury versus illness, learning a lot from the other presentations. We learned from each other and of course, coaches need coaching too so there is a two-way dynamic going on during that training. All this took place about a year and a half after joining but it is perfectly possible to do it earlier. I needed to do separate competencies for the dental side and at first, most of my coaching was for Health Advisors but as things changed, and because I have that specialist knowledge, I now coach more on the dental side.
“I know I said I was reluctant at first, but it changes the way you approach your job and gives you a break from taking calls, varies up the role which is so much more rewarding. There’s also nothing like the feeling you get when you see the people you’ve coached growing in confidence, taking their first call and giving the right advice. That’s you who has helped to make that happen, you’re putting your experience to good use and changing lives.
“I’ve seen people that I’ve coached progress to management, senior leadership and it gives me such pride to know that the first steps they took here was under my guidance. I’ve helped to give them the confidence that has led to them being here, progressing, making a difference to patients and strengthening DHU.
“There are some character traits you need such as patience, empathy and being able to understand different personalities. If somebody is struggling, then you need to know when to take over a call and when to let them make their own way. Not everyone learns at the same pace and part of your role will be to get them to the level they need to be, recognise when they’ve achieved that and show them what they’ve achieved. Not everyone’s the same and not every Coach is the same.
“I’m happy being a Coach and if you have the opportunity then my advice would be to go for it but approach it with an open mind. Make sure you are ready and that you are confident with the systems you’re working with before making that leap, do it in your own time. Once you’re at that level then give it a go, you lose nothing from trying and I have no regrets.”
Thanks to Sadie for telling us about her role and keep your eyes peeled for DHU’s next #WhatDoYouDo.
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