My name is Lucy Davis, and I am a Clinical Trainer for IC24. I have worked for the company for 14 years. During this time, I have undertaken various roles, which has made my journey both varied and interesting.

I started my career here working part-time doing telephone triage, while still working as a Staff Nurse in Accident and Emergency. I enjoyed the role as I could give the callers my full attention without having to worry about anyone else needing me at the same time.

After about six months, we were told about a new triage tool called NHS Pathways and that everyone working on the phones with patients needed to complete the training. I can’t say I was that keen to do it, especially as there was an assessment—and I tend to fall apart at those! However, I did the training and was surprised by how much I liked the system and how it worked.

Working in Accident and Emergency is a difficult job, but I enjoyed it. As we all know, it gets very busy and can be very stressful. I did a lot of triaging there and really enjoyed that part of the job. I then saw an advert for a Clinical Trainer with IC24. I applied and was successful—this was in 2011. I joined the team and initially felt like a fish out of water, but I soon got into the swing of things. The team was really supportive and welcomed advice and ideas that were different from what they had been doing.

I had worried that I might lose some of my clinical skills by becoming a trainer, but I was so wrong. The skills and knowledge I used in A&E helped me immensely to understand the rationale behind the system, and it was great to share that knowledge with the rest of the team. I was motivated to join IC24 and leave my other role because I wanted to ensure that patients were receiving the right care in the right place. Quite often, people would go to hospital simply because they had no idea what other services were available to them. As the 111 service continues to evolve, this passion still drives me—and I think that’s what keeps me motivated.

As a Clinical Trainer, I get to do a variety of different things—from creating new training materials, identifying additional training needs, auditing calls, taking calls, and supporting new staff through training and coaching. I love that people come into the role knowing very little about it, and by the end of their training, they have a wealth of knowledge and the support they need to build their confidence and help those in need. That’s the part of the job I love the most.

In 2017, I was nominated for—and won—the Values in Practice Award for Respect. That made me feel like a million dollars! It meant so much to know that staff felt I respected them—which I truly do—and I’m so glad I can show that to them.

There are a few companies like IC24, but I think we stand out because we care about and support both our staff and our patients. We’re keen to try new things that help improve the 111 service for everyone. It’s a good place to work—you’re listened to, and action is taken when needed. No one person is more important than another; we embrace everyone equally, and everyone is so friendly.

There are, of course, quite a few challenges in my role. But the most memorable one was when COVID hit the world. I remember noticing the huge number of calls coming through about it. At the time, I was in a role that had taken me away from training, and I decided my time and skills would be better used on the phones, supporting my colleagues and the patients calling in.

The most rewarding part of my role is being there to support people—whether that’s while they’re taking calls or helping them work through a difficult one afterwards. I even enjoy taking over those complex calls that others are struggling with.

If I could describe my role in three words, they would be: varied, challenging, and a pleasure.