Heather and Simon: patient-focused care and precision

Simon: Supporting Patients Through NHS24

Simon served in the Royal Air Force as a Flight Lieutenant from 1978 to 2009. His initial perception of the NHS was that of a highly team-oriented professional organization composed of various healthcare roles, including GPs, hospital consultants, physiotherapists, and nurses. His understanding deepened through personal connections, as he married a Staff Nurse and watched his daughters pursue careers in 
healthcare - one as a Staff Nurse at Great Ormond Street, another as a Midwife, and the youngest as a Junior Doctor. His admiration for the challenging work performed by NHS staff grew, particularly in light of the pressures faced during the COVID-19 pandemic.

Simon's continuous dedication to teamwork, friendships, and professionalism at the heart of NHS Scotland

For nearly ten years, Simon has worked as a Call Handler for NHS24, answering calls to 111. Each call presents a unique situation, ranging from minor injuries to critical emergencies like strokes or heart attacks. The call handling process is structured to ensure that all pertinent information about a patient's symptoms is conveyed to the Staff Nurse efficiently. Simon utilizes the SBAR (Situation, Background, Assessment, Recommendation) format to brief the Staff Nurse, facilitating informed and focused clinical assessments. Despite the stress that can accompany the role, Simon emphasizes the importance of maintaining a calm and empathetic demeanour with each 
patient. His shifts, whether six-hour evenings or eight-hour nights, often pass quickly, thanks to short 'screen breaks' that allow for mental resets. The sense of teamwork within NHS24 is crucial for the system’s effectiveness and functionality.

What Simon enjoys most about working in NHS Scotland is the camaraderie he shares with his colleagues. He values the strong teamwork, professionalism, and friendships that develop within the organization, which contribute to a supportive working 
environment.

Heather: supporting patient-centred care in Glasgow

Heather has an extensive and accomplished history with the armed forces, spanning from 1994 to 2012. Her service began with 205 General Hospital, later rebranded to 205 (Scottish) Field Hospital TA Unit, where she advanced from Private to Corporal Combat Medical Technician. During her tenure, Heather completed three operational tours of Iraq, contributing significantly to Field Hospital Shaiba and handling medical stores, and an additional tour as a regular soldier through which Heather earned her commendation. She later joined the regular forces on a Full-Time Reserve Service engagement and was promoted to Staff Sergeant, taking on responsibility for medical stores and earning a commendation for her meticulous work during drawdown preparations. Heather’s pride in her veteran status remains strong, reflecting her years of dedicated service.

Her perception of the NHS was shaped positively even before she joined in her current role. During her time as a medical secretary in Orthopaedics while in the TA, she experienced first-hand the NHS’s supportive attitude toward the military, including extra leave for training and the integration of military-trained professionals, like a surgeon on rotation. This exposure gave her confidence in the NHS as a military-friendly and skills-recognizing employer.

Heather's service as a skilled member of clinical staff within NHS Greater Glasgow and Clyde

Today, Heather serves as a Diabetic Retinal Screener with the West Dumbarton Health and Social Care Partnership within Greater Glasgow and Clyde Health Board. She leverages her medical skills to provide essential eye health services, covering a wide range of locations across Glasgow and Clyde. Her role involves taking patient histories, 
performing eye tests, administering eye drops, capturing detailed retinal images, and assessing these images for further evaluation. It’s a role that requires precision, attention to detail, and excellent patient care - all qualities Heather honed during her military career.

What Heather enjoys most about working in NHS Scotland is the respect and value placed on experience. The NHS's flexibility and encouragement to build on existing skills are crucial to her continued professional satisfaction. She also appreciates the diverse opportunities available, where military-acquired competencies can be 
effectively transferred to enhance patient care.