One of the key goals of HUC is to ensure efficient and high-quality services for our patient communities. Collaboration is at the heart of achieving and the Business Intelligence (BI) team is great example of teamwork at HUC. Jordan Slessor, a data analyst from BI team, tells us more about his role, his team colleagues and his own personal experience at HUC.
On a daily basis, the BI team work closely with other departments, producing performance-based reports, which are an important resource internally and externally. The reports support decision-making and monitoring processes for the operational team – to help analyse trends, call volumes, patterns, performance bottlenecks etc. Additionally, the team also prepare a range of monthly reports for our commissioners, NHS England and other governance bodies.
Jordan joined HUC in 2019. “I wasn’t really looking for a job but was contacted out of the blue. When the recruiter described the company, and what I’d be doing, I felt I’d be able to do some great work within the healthcare industry,” he shares his initial thoughts.
“As part of the NHS 111 service, we are able to really help shape a service. For example, we can look into the data to work out trends in the reasons why people contact us whether that’s coughs and colds, COVID-19 and so on as well as when they contact us. This will then influence decisions on shift patterns when we need more colleagues to staff the services because there are peaks in activity. So analysing the data really helps us build a corelation between the activity we’re seeing, the why and how we can manage it,“ Jordan summarises his job responsibilities.
“I myself primarily deal more with requests from internal colleagues, but there are times when I do have to produce reports for external stakeholders. I’m working closely with the operational team and the commercial team, who are aiming to win more business for HUC and need an informed view of what we can offer,” he says.
So, how are requests from across the organisation managed? The strong 6-member BI team is headed by Oliver Short. Clara Churchill and Graeme Manning support Oliver in managing their colleagues Pooja Behl, Colin Rolfe and Jordan himself, looking after the Hertfordshire, West Essex, Cambridgeshire & Peterborough and Luton & Bedfordshire services.
Any requests are centrally managed via a shared inbox, which makes it easier to be addressed as there are a lot of ad hoc requirements. “Being able to prioritise requests according to their urgency is crucial: how soon is the information needed? Is it an internal or an external request, who are we sharing information with, what is it going to be used for, is it commercially sensitive information?”
In 2019, when Jordan joined the team, working with Microsoft Excel was one of his strengths. However, he was keen to learn more and HUC has helped him get to the next level. “I began to study more about databases, running my own code and now I’m taking it to the next step by learning advanced techniques such as effective use of Power BI, which is an analytics tool we’ve introduced at HUC and which has really helped streamline reporting,” he says.
“HUC has been very supportive always. It’s a great place to develop your skills and get stuck in. Really, what I would say to anyone thinking about a career in the BI team is that you should have that hunger to learn. Attention to detail is also very important – being able to identify something that doesn’t look right. Thirdly, strong communication skills are required to be able to communicate effectively with colleagues, explaining something that is potentially quite complex.”
Jordan’s fondest memory at HUC is winning the ‘Rising Star’ category of the Annual Staff Awards. “Just knowing that what I’ve been doing is recognised in the organisation means a lot. I was nominated by Susannah Winter, the Regional Head of Operations (Out of Hours, Extended Access and AIHVS), as I worked closely with her and the team for the best part of the last two years. I had made some changes to how we help the services as what they did was very time consuming, improving the quality of our reports and reducing the workload and the stress on them,” he says.
“I quite enjoy challenges, and the queries we get to address are never the same. You have to look at so much interesting information and just being able to pull so many different trends, interpret data in various ways, linking and creating new things – it is exciting. For example, I’m working on dashboards that allow us to look at Out of Hours performance on a much larger scale than what we’re used to, so just being able to create that platform we really needed is much appreciated,” he elaborates.
“When anyone asks what I do, I’m so proud to say I work for an NHS 111 service because I believe what I’m doing is benefiting not just the company but is so much bigger. What we produce, in terms of data and dashboards, I hope is ultimately improving patient experience, even though I don’t actually deal with patients. Still my work really shapes how we manage patients,” says Jordan. “At HUC, I also feel everyone really works together – I’ve communicated with such a wide array of people in different departments and everyone’s really friendly and easy to talk to. It does feel like it’s more of a community as opposed to just a place of work,” he says.