As we welcome in 2025, the passing of New Year meant we had to say goodbye to Pauline Davis, one of our Non-Executive Directors who has been instrumental in making DHU’s 111 service what it is today.
Pauline has completed her 10th year as a Non-Exec and leaves a 111 legacy that has set DHU up as the largest single provider of NHS 111 services in the country.
Reflecting on her time at DHU, Pauline told us: “I joined at the start of 2015, at which point our 111 service was limited to parts of the East Midlands. I became Chair of the 111 Division as it was known at the time and, having spent time at the advice centres listening to calls, speaking to Health Advisors and understanding the difference they make to patients, I saw the opportunity was there for it to grow.
“The leadership team of Pauline Hand, David Hurn and the wider team was inspiring but I could see that investing in the service was challenging as there was no capital funding, so any money had to be reinvested. I didn’t think that our centres matched the incredible service we provided so when the chance to move to Orbis came up, I actively supported this at Board level and they made the brave decision to upgrade our facilities.
“This proved to our people that we valued what they did for our patients and provided the right environment from which to provide that dedicated one to one care. This paved the way for us to be able to expand into Oldbury, provide national contingency , support for London Ambulance Service and ultimately provide a service to the entire Midlands region.
“The new facilities at The Quad and Birch House are sensational and I have no doubt that it will help retain our brilliant 111 people. When visiting the sites, I’m bowled over by the positive comments and how well received these buildings are. We truly now have the facilities, environment and people to give our patients what they need and cement our reputation as a quality provider of 111 services.
“I am immensely proud of what we have achieved together, to see these buildings open and full of amazing individuals giving advice and help to people who need it. From where we started it shows what backing, belief and hard work can do and its now time to consolidate and reflect on our achievements before deciding what to do next.
“In terms of the future, the potential our new telephony system offers is there to maybe develop in a different way. I know we work very closely with NICE and are exploring innovative ways to tap into that potential so I’m excited to see where that might develop. For me, I’d like to thank everyone at DHU and, those in the 111 service who have been so welcoming, so warm and exceptional in the way they approach patient care. You do an incredible job and underpin everything our wider health system strives to be and strives to do.”
Pictured l-r Pauline Hand (Managing Director DHU111) and Pauline Davis (Non-Executive Director)
