Support services | Career Development and Education

“I Thought, Wow, Look How Far I’ve Come”: Vic Reflects on over 20 Years at UHS

When Vic joined University Hospital Southampton (UHS) as a business admin assistant in 2002, she couldn’t have imagined the remarkable journey of growth and transformation that awaited her. From her early days as a Band 2 admin assistant in Neurology to now becoming a Programme Manager, Vic’s story is a testament to perseverance, adaptability, and the supportive environment at UHS.

A Journey Rooted in Neurology

Vic’s UHS career began in Neurology, a department that became more than just a workplace—it became family. “When I first started, the team was small,” she recalls. “The consultants and staff took me under their wing, creating a close-knit environment where everyone supported each other.” Over her 15 years as a medical secretary, Vic witnessed not just the department’s growth but also significant milestones in her personal life, including getting married, having her daughter, and even facing health challenges.

“Neurology was a place of warmth and camaraderie,” Vic shares. “Even during challenging times, such as dealing with patient emergencies, we found ways to support one another and create moments of joy. The bonds I built there have stayed with me and shaped my approach to teamwork in every role I’ve taken on.”

Reflecting on her time in Neurology, Vic adds, “We had such a strong sense of community. The team celebrated with me during happy times and stood by me during difficulties. I knew that moving on from this role would be bittersweet, but it was the right step for my career.”

Seeking New Horizons

By 2017, Vic felt ready for a change. “I had outgrown my role and was craving new challenges,” she explains. Moving into a PA position with the Division D Management Team marked a pivotal shift in her career. Working closely with Jacqui McAfee, the Division’s Director of Operations, Vic gained exposure to the operational side of healthcare.

“Jacqui had an incredible way of fostering growth,” Vic says. “She pushed me out of my comfort zone, involving me in projects and helping me understand the broader workings of the hospital. She would say, ‘Bring your laptop, take notes, and just absorb everything.’ Those experiences were invaluable.”

In this role, Vic’s understanding of hospital operations deepened significantly. “I started to see how different departments interconnected and contributed to the bigger picture,” she notes. “It was eye-opening to understand how decisions were made and to witness the immense effort behind running a hospital effectively.”

Rising to Challenges During COVID-19

The COVID-19 pandemic was a turning point for Vic. As someone with chronic health conditions, she transitioned to working from home, initially unsure of how her role would adapt. However, the Trust’s proactive approach turned uncertainty into opportunity. “Jacqui reached out to the Transformation team and connected me with Becky Gough,” Vic recalls. “That’s when I joined the COVID Outpatient team.”

Despite feeling out of her depth at first, Vic quickly found her stride. “The pace was intense, but the experience accelerated my development,” she says. “I learned to navigate virtual relationships, lead updates, and contribute to service improvement projects. It was a steep learning curve, but incredibly rewarding.”

Vic reflects on this period as a time of immense growth. “Within weeks, I went from feeling uncertain to confidently presenting updates and leading initiatives,” she says. “The experience proved to me that I could adapt and thrive even in the most challenging circumstances.”

Transforming Care, Driving Change

Vic’s growth within the Transformation team has been marked by significant achievements. One project she’s particularly proud of is the implementation of Patient Initiated Follow-Up (PIFU). This service allows patients to manage their own follow-up appointments and gives access to contact their clinical team, whilst also giving them access to request appointments if needed. (More information can be found here- https://www.uhs.nhs.uk/for-patients/outpatients/patient-initiated-follow-up-pifu)

“Rolling out PIFU across the Trust was challenging,” Vic admits. “We had to adapt our messaging, engage with clinicians, and ensure processes were as seamless as possible. But seeing the impact on patient care and being approached by other trusts for advice has been deeply fulfilling.”

She elaborates, “We didn’t just focus on meeting targets—we aimed to ensure that the patient experience remained central to everything we did. Developing and refining the PIFU system was a rollercoaster, but the collaboration across teams made it possible.

Embracing New Challenges

Still progressing at UHS, Vic is excited to embark on her new role as a Programme Manager. In this position, she will be focusing on optimising operating services while maintaining her responsibility for delivering projects in Division D.

“This role is a fantastic opportunity to apply everything I’ve learned while also pushing myself to new heights,” Vic shares. “I’m eager to refine processes, drive improvements, and contribute to making services more efficient and patient-centred.”

As she steps into this next phase of her career, Vic remains committed to fostering a supportive and innovative environment, ensuring that progress at UHS continues to thrive.

Fostering Growth in Others

Today, as a Project Manager, Vic is committed to paying forward the mentorship and opportunities she received. “I’m passionate about helping my team grow,” she says. “We regularly discuss their aspirations and create pathways for their development. Watching team members flourish is one of the most rewarding aspects of my role.”

Vic emphasises the importance of mentorship, drawing on her own experiences. “When I see the potential in someone, I make it a priority to support them. Just like Jacqui did for me, I encourage my team to take on new challenges and expand their skill sets.”

Balancing Health and Career

Living with Type 1 diabetes, Crohn’s and having undergone major surgery for Ulcerative Colitis, Vic is candid about the unwavering support she’s received from UHS throughout her career. “The Trust has always been understanding,” she says. “From accommodating my health needs to fostering a culture of openness and care, I’ve always felt supported.”

Vic fondly recalls the encouragement and compassion shown by her colleagues and managers during times of need. “Whenever I faced challenges, my managers regularly checked in, offering flexibility and understanding,” she shares. “Colleagues stepped in to help, ensuring that I could manage both my health and my work responsibilities without feeling overwhelmed.”

This supportive environment has inspired Vic to contribute in meaningful ways beyond her role. “Sharing my story helps others feel less alone,” she explains. “Through my involvement with the IBD patient panel and various support networks, I’ve had the chance to connect with people, offer guidance, and let them know they’re not on this journey by themselves.”

For Vic, this culture of care at UHS is integral to her success. “It’s not just about professional development—it’s about knowing you are part of a team that truly values you as a person,” she says.

Looking Ahead

After 23 years at UHS, Vic remains as enthusiastic about her work as ever. “The opportunities to learn and grow here are endless,” she says. “I’m excited to continue driving transformation and supporting others on their career journeys.”

Her advice for those considering a career at UHS? “Go for it. The sense of community, opportunities for growth, and the chance to make a difference are unmatched. You’ll not only build a career but also lifelong connections.”

Starting in an admin role at UHS is just the beginning of an exciting career journey. With the right training, support, and ambition, you can progress from Administrator to Project Manager, from PA to Operations Lead, or from Secretary to Director. Whether you want to develop new skills, take on leadership responsibilities, or make a real impact in healthcare, UHS provides the opportunities to help you grow.

Your journey starts here – where will it take you? Click here to explore our open opportunities.

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