At DHU Healthcare, our NHS 111 service is supported by dedicated individuals like Monika Mal, who plays a vital role as a Non-Clinical Performance Manager at the new Birch House advice centre in Oldbury.
Monika began her NHS career as a receptionist at a Leicester GP practice, steadily progressing to team leader and patient services supervisor. After moving to Wolverhampton, she sought a role closer to home and was drawn to DHU Healthcare, inspired by her sister’s positive experiences with the organisation. “My sister worked for DHU in Leicester for around ten years and always had good things to say about the organisation,” Monika explains.
Monika’s day-to-day responsibilities involve supporting and guiding her team. “I check on the team, manage absences, performance, and KPIs, and conduct audits. If anyone is struggling, it’s my job to coach and support them back to where they need to be. Essentially, I’m their line manager and first point of contact, so anything they need, they come to me for.”
What Monika values most about her role is the opportunity to connect with her team. “I love getting to know the health advisors and clinical advisors and being their support. Sometimes, especially when they’re new, you’re their sole support network—the person who makes them feel safe, comfortable, and part of the team. Encouraging and motivating the team is one of the most rewarding aspects of my job.”
Transitioning into her role took some adjustment, but Monika found a warm welcome. “It took time to ease into the new role, but everyone was really friendly, and I fitted in well. Over the last six months, I’ve been developing more, branching out, and finding ways to use my skills to reduce absences.”
For Monika, seeing her team grow is incredibly fulfilling. “Watching my team develop over the last year has been amazing. They’ve started taking on more responsibility, including coaching others. That growth is so rewarding.”
Reflecting on her time with NHS 111, Monika highlights the supportive environment. “A career in NHS 111 is fast-paced, with a steep learning curve, but the level of support is unmatched. The training is fantastic, and your managers and peers are always there to help you thrive.”
Speaking about the recent move to the new Birch House advice centre, Monika says it has been a significant milestone for the team. “Everyone was looking forward to moving into the new building, and it was well-deserved for all the colleagues who work so hard every day. Seeing that investment in people and patient care reflected in this amazing, fresh space is incredible.”