Chris is the performance and information analyst for unified communications, which is part of our capital, estates and facilities management team who play a critical role across our hospitals.
Hi! I'm the performance and information analyst for Unified Communications. We're part of the capital, estates and facilities management team, based in the contact centre (an amazing group of people that respond to calls and emails to the Trust). My role is that of an analyst, with a background in training design, as well as customer service.
Probably the easiest way to describe it is I continually review with fresh eyes (and an open mind) how our services are being used, how they are being delivered by our colleagues, and provide recommendations on how we can improve the experience for both groups.
What do you enjoy most about your role?
I love having the opportunity to meet and learn from so many different people across the Trust. Some of the best solutions discovered have come from simply listening to other’s experiences and identifying what they need to be capable in their role.
Everyone wants the opportunity to make a difference and it is something to be experienced working alongside colleagues in the Trust.
Some of the best solutions discovered have come from simply listening to other’s experiences and identifying what they need to be capable in their role.
Tell us a bit about your CUH journey
Going to work at CUH and specifically capital, estates and facilities management, has always felt a bit like a family business. When I was little my dad worked as an equipment porter, and still did when I took my first role in the Trust.
Late 2009 I joined the contact centre on a temporary basis, covering a vacancy in the rotary (night) team. I must have made an impression as they asked me to stay on and join as a permanent member of the team just over a year later.
Over the following years, I took up a number of roles within the contact centre from deputy shift leader to training officer before taking my current post in 2017. I have enjoyed the challenge and opportunity to grow and I have never looked back.
Going to work at CUH has always felt a bit like a family business. When I was little my dad worked as an equipment porter, and still did when I took my first role in the Trust.
What does a usual day look like?
Morning normally starts by getting routine admin out of the way, such as responding to emails requesting support with the Trust’s on-call rota management systems and sending out the previous day’s team performance report. I also use this time to review any team knowledge, check our development tracker, providing recommendations to the training team for areas of focus.
Depending on the time of the month the rest of the day can be wildly different from producing a detailed report on how our voice recognition system is being used, co-writing process documents with stakeholders for a new service, or designing training packages to support colleagues. No two months have ever been the same and that’s what I love about what I do!
How do you feel your role benefits our patients?
Every activity or review I undertake is about improving the patient journey from their first contact with CUH, while ensuring teams I work alongside have the knowledge and skills to be capable to meet their needs.
How are you involved in other CUH activities or groups outside of the department?
I have felt honoured to have been invited on more than one occasion to meet school groups and talk about the amazing work and collaborations between teams across capital, estates and facilities management and CUH.
Giving the next generation a peak behind the curtain at all the services that support the clinical services across the Trust, shows them the wealth of possibilities ahead of them as they start to think about their future.
Every activity or review I undertake is about improving the patient journey from their first contact with CUH.