I joined Connect in May 2014. Prior to that I worked as a HR recruitment consultant at Manpower, after deciding that my business management degree at Sunderland University wasn’t for me after six months – it didn’t feel right as I really didn’t know what I wanted to do.
My friends recommended Connect and I applied for a Patient Care Advisor role
I joined the RMC (referral management centre) which involved a lot of buddying up at first. I started on the PhysioLine team, booking people in for appointments and after a few months I was moved to the Clinical Assessment and Treatment Services (CATS) team which is more complex, dealing with clinical letters and results. Connect had just won a new contract and the workload was quite high, so I was asked to move over to help out for 4 weeks. I automatically identified areas for improvement and was asked to step up to Team Leader.
I automatically identified areas for improvement and was asked to step up to Team Leader
At the time, I was one of eight to be chosen to go on a Team Leader development programme. I had already started to pick out things we could do better with the new contract and we’d seen an improvement as a result but there was a little frustration that as an advisor, I wasn’t in a position to make things better. One example is when I noticed that the relationship between the NHS and Connect team could benefit from some improvement. So I initiated a meeting and by explaining how their actions were making the team feel, we discovered they were really nice people and understanding of our concerns. Neither team had a face to the name so by getting round the table, we realised that we were all trying to do a good job and if we got together we’d make it better. As a result I pulled together an improvement plan.