Today we would like to introduce you to Susan Smith, who is one of our Clinical Performance Managers within our NHS111 team. Susan works remotely from Wales and through her role brings a wealth of experience to the Oldbury team.
Find out more below…
“Before I became a Clinical Advisor, I worked as a District Nurse in the community. It was a role that came with a lot of responsibilities, caring for 160 patients and managing a team of six staff. So, in a way, I was already in a sort of managerial role. It was something I enjoyed, and it was always a goal of mine.”
“The transition to becoming a Clinical Advisor within the NHS111 service was an exciting change. One question I often get is, "Do you still get the chance to practice on the clinical side?" The answer is yes. We allocate two hours a day for clinical work. Of course, if the service gets busy, we're always ready to jump in and answer calls to assist. This not only keeps our clinical skills sharp but also allows us to continue making a difference in patient care.
“Working at NHS111 is unique in many ways. For one, caring for patients over the phone is quite different from diagnosing them face-to-face. I still remember my early days in 2017 as a clinician. Those first six months were by far the toughest. You're so reliant on being able to look at a person and understand what their problem might be. Building a clinical picture over the phone is incredibly different and tougher than it seems. In this role, your clinical knowledge and skills are always expanding because every call is different.”
“As a Clinical Performance Manager, my day-to-day work involves managing around 20 clinical staff, which includes paramedics, nurses, paediatric nurses, and mental health nurses. We have quite a diverse team.”
“Our tasks are varied, and they involve keeping a close eye on our team's performance. We conduct audits, have one-on-one sessions with our team members, and handle their appraisals. But the thing is, everyone is unique, and that's something we truly appreciate. Some of our colleagues need a quick chat, while others require more dedicated time and support.
“A significant part of our job is supporting clinicians who are new to the service. We work closely with them, providing the necessary guidance to help them become confident in their roles. It's an essential part of ensuring that we retain our staff.
“Now, one thing to note is that I work remotely from North Wales. While I do love the flexibility it offers, it can be isolating at times. So, I'm looking forward to visiting our Oldbury site more often. You see, 90% of my team works remotely, but we maintain strong connections, regularly talking to each other and offering support within our roles.”
When asked about what makes this role unique, Susan remarked: “DHU takes a patient-driven approach, we're here to deliver the best possible care, and that's our top priority. I like the fact that we are empowering people to look after their own health. We're here to guide patients towards taking control of their health. There are so many healthcare services beyond NHS111 and Accident and Emergency. From pharmacies to self-care options, we aim to provide patients with a range of choices that can help the NHS as a whole.”