A chief pharmacy technician, and a patient flow manager are our You Made a Difference award winners for May 2025.
Lucy Knapp, Chief Pharmacy Technician
This month’s You Made a Difference award goes to Lucy Knapp, Chief Pharmacy Technician – a dedicated and inspiring colleague whose 25-year journey at CUH has made a profound and lasting impact.
Lucy began her career at CUH as a clinical pharmacy technician and has steadily progressed through a number of key leadership roles. From leading the ward-based clinical pharmacy technician service to managing the inpatient dispensary, then supporting the pharmacy eHospital team in digital systems, Lucy’s path reflects an exceptional breadth of skills, commitment, and service.
In 2023, Lucy was promoted to Chief Pharmacy Technician, a role in which she provides professional leadership for all pharmacy technicians and oversees a wide portfolio—including the inpatient, outpatient (Rowlands), and clinical trials dispensaries, ward-based services, and weekend/out-of-hours operations.
Sunil Dabasia, who submitted Lucy’s nomination, shared:
What makes Lucy especially relatable is the genuine sense of privilege she feels coming to work at CUH. Her calmness, tenacity and resilience—even in a demanding role—are truly commendable.
In her nomination, Lucy was praised in particular for her transformational work at Rowlands Outpatient Pharmacy.
A colleague wrote:
“Lucy has taken a leading role in addressing the challenges within Rowlands. She has personally responded to patient complaints, worked tirelessly to improve systems and procurement, and enhanced communication with compassion and professionalism. These changes have made a real difference to patient experience and operational effectiveness.”
She has personally responded to patient complaints, worked tirelessly to improve systems and procurement, and enhanced communication with compassion and professionalism.
Lucy’s leadership in improving services at Rowlands has not only restored confidence among staff and patients but also fostered a renewed spirit of collaboration. Her thoughtful, hands-on approach has been pivotal in driving progress—patient by patient, issue by issue.
Lucy is quick to share the credit. She wishes to acknowledge the dedication of her wider pharmacy team, and the Rowlands Pharmacy team, whose engagement and collaboration made these improvements possible.
Congratulations, Lucy – and thank you for 25 years of excellence, compassion, and meaningful change. You truly make a difference.
Susan Wilson, Patient Flow Manager
This month’s You Made a Difference award goes to Susan Wilson, Patient Flow Manager – a calm, committed, and highly skilled colleague whose work behind the scenes has a powerful impact on patient care.
Susan joined CUH in 2008 through the Staff Bank, working in the Oncology Day Unit. She later took on roles in Endoscopy as a receptionist and booking clerk, before stepping into the role of Surgical Bed Manager in 2012. In 2017, Susan transitioned into the Operations Centre to work across divisions, where her deep understanding of hospital flow and unwavering dedication have made her an invaluable member of the team.
Barry Johnson shared:
Susan thrives under pressure and goes home happy knowing she’s placed the right patient in the right bed. Her journey from frontline services to bed management reflects her passion for surgical care and operational excellence.
Susan’s nomination highlights her exceptional leadership during a recent Critical Incident, when the hospital’s standard tracking systems went offline for several hours.
A colleague wrote:
“With the digital tools down, Susan stepped up and took manual control of the hospital bed state. Over nine intense hours—during which multiple admissions and transfers occurred—Susan prioritised patient safety, enabling critical admissions from ED and Critical Care to proceed without delay.”
She took calls from every corner of the Trust—wards, theatres, clinics, external partners—and remained calm, composed, and compassionate throughout. Her clear communication and prioritisation ensured safe, timely patient care in the face of a system-wide challenge.
Susan exemplified all three CUH values in action:
- SAFE – She protected patients through sharp problem-solving and an expert knowledge of patient flow.
- KIND – She supported colleagues with patience and calm during a period of significant operational stress.
- EXCELLENT – She delivered in an incredibly high-pressure environment with professionalism and poise.
Susan’s actions on that day – and every day – help ensure the safe running of the hospital and continuity of patient care. Her dedication and expertise have not gone unnoticed.
Congratulations, Susan – and thank you for making a real difference when it mattered most.