Hear from our staff

Samantha Tustin, Facilities Helpdesk Call Centre Operator for Herefordshire and Worcestershire Health and Care Trust has been shortlisted in the ‘Personal Development’ category in the Health, Estates and Facilities Management Association (HEFMA) Awards.

The HEFMA Awards showcase the diversity of the work that our Estates and Facilities teams are involved with, and the commitment and passion of the many individuals involved.

Our Estates and Facilities staff are essential to the day to day running of our hospitals and inpatient areas, maintaining clean, safe and inviting environments to support the treatment and recovery of patients.

As a first point of contact, Samantha plays a vital role in ensuring people feel comfortable and supported when calling with an enquiry.

The ‘Personal Development’ Award acknowledges members of the Estates and Facilities team who stand out for their commitment to their job and career development.

Her nomination arose as a result of her knowledge learnt in her Business Administration Level 3 Apprenticeship standard, where she has been able to apply her learning to help improve the department. This includes the production of a helpdesk handbook, helping other apprentices and recognising the need for a new telephone system, recognising the critical importance of Estates and Facilities services in the delivery of care to our patients.

Samantha said: “I was shocked to receive an email from HEFMA a few weeks back to inform me I was nominated by my line manager. I can honestly say it blew me away, it was very thoughtful and I’m honestly just doing my job and helping people along the way.”

Alison McKinley, Facilities Support Manager said: “I nominated Sam for the HEFMA Personal Development award, because although her Business Admin apprenticeship was delayed due to Covid, Sam somehow managed to fully support the Estates department on the Helpdesk, (sometimes being on her own in the office) whilst being short staffed and she also continued her learning and development under these very difficult circumstances.  Sam then went on to help a charity in Evesham with setting up boxes to collect donations and delivered these. Sam’s apprenticeship will be concluded in May, but it has been a long journey and she deserves the highest accolades for her efforts for her apprenticeship and to be recognised for going that extra mile for the Trust and her local community”.

For over 25 years the HEFMA has been representing estates and facilities management within the NHS across England.

The winners will be announced at a gala dinner, held at Doubletree by Hilton, Milton Keynes during the National Leadership Forum on the evening of May 25^th. 

This year’s forum theme is all about change, how we manage it, respond to it, and embrace it as an opportunity.