Healthcare can be a busy industry and one of our colleagues, Richard Webb, certainly stands out as a prime example of DHU's values. Richard is a Health Advisor and Coach within our NHS111 team at Oldbury and his journey with DHU Healthcare can definitely be described as transformative.
Having joined DHU just over a year ago, he spoke to us about his experience, growth and the profound impact he has had on the lives of others.
Challenges during the Pandemic
Covid-19 brought many unique challenges for a lot of us and Richard was no exception. Struggling with his mental health and facing the hurdles and anxieties of re-entering the workforce after a period of unemployment, Richard found a new direction when an opportunity presented itself to make a fresh start as part of DHU Healthcare's emerging NHS111 team in Oldbury.
Richard told us, very frankly, "I struggled with my mental health during the pandemic and it was a very difficult time for me but, after being supported with this, I wanted to pay it back by helping others." His journey with DHU Healthcare turned out to be exactly what Richard was looking for, a job that he loved and gave him the fulfilment that he needed, working alongside a group of new colleagues with whom he developed a strong sense of cameraderie and a dedicated support system to underpin it all.
A Rewarding Role
Richard has developed a great deal of satisfaction in being the first point of contact for individuals in distress, saying: "When a mental health call comes in, it makes me feel very happy that I am able to help others and be that first person that someone who is struggling can speak to. I feel that I can empathise with them because of my own experiences and I hope I'm able to make a significant difference in their lives.
"It's also good to know that I have the same level of support given to me and the reflective supervision we receive after some of the more challenging calls is brilliant to be able to talk through our feelings. I've had a very positive experience working for DHU Healthcare throughout my time here and feel very supported within my role."
“We are the first port of call for people who are starting their healthcare journey and we’re here to support them along the way.”
In his role as a Coach, Richard's day-to-day activities involve sitting with new team members, offering guidance as they handle calls and providing support when uncertainties arise. As their confidence grows, he gradually but purposefully steps back, allowing them to take charge of the call whilst remaining close at hand for any required assistance.
Richard's responsibilities also extend to conducting audits, ensuring that calls adhere to the right procedures and are both safe and appropriate. The regular feedback and reviews contribute to the collective improvement of the team.
A Proud Moment: Making a Life-Saving Impact
Richard was able to recall a particular moment in his first weeks with us that epitomised the reason he has such pride in his career choice, a poignant experience during a mental health call. He recalled, saying: "This particular individual was at a significant low point in his life; they weren't able to get an ambulance and seemingly had nowhere else to turn. We spoke together for quite a while, and I waited on the line until the ambulance arrived. I remember the patient saying to me at the end of the call, 'Thank you, you saved my life.' It was such a powerful moment for me and that feeling of helping someone in a practical, maybe even profound way is why I enjoy this role."
Richard is delighted with the encouragement he has received from his team to progress in his role. In a remarkably short time, he has developed into a coach, supporting colleagues in their own journeys to give them the confidence to progress. Looking ahead, his ambition is to become a full-time trainer, recognising the different challenges and responsibilities that come with the job.
Richard closed by saying: "I'll never forget how encouraging my trainer was when I first started and that is exactly where I would like to be some day," showing just how important mentorship and support is to the continued professional growth of our DHU people.