Closer Look: EFM Contracts Manager
27 September 2018
Each month we interview a different member of staff or volunteer at Southend University Hospital and gain a closer look at how they help deliver patient care at the Trust. This month we meet Nicky Kitchener, EFM Contracts Manager (soft services).
Tell us about yourself?
I started my career as a regional trainee in health
service management which gave me huge insight, knowledge
and work experience across the full range of health services
in acute and community settings. After substantive
facilities roles including mental health services, I joined
Southend Hospital (21 years ago!) and have managed a range of
soft services over the years. Most recently transport,
patient staff and visitor catering, retail services, laundry
and linen and accommodation.
Outside of work I spend much of my time organising and
participating in charity fundraising. Following the
untimely death of our daughter, Sarah, eight years ago, my
family set up the Sarah Kitchener Perrow Fund, a supporter
group of the Brain Tumour Charity to provide much needed
funding for high grade brain tumour research projects and
What are the best bits about your job?
Everyday is different in facilities operational services.
There are always plenty of challenges but by doing
something another way or through listening to patient, public
and staff feedback you can make continual improvements.
I firmly believe that to achieve the best outcomes it
requires a culture of everyone working together as a team
based on strong relationships, positive interactions and
mutual support which I strive to achieve through my role.
What work achievements are you most proud
I take great pride in seeing improved Patient
Led Assessments of the Care Environment (PLACE) scores
and especially the individual patient assessor feedback.
Also staff achievements! I'm always proud to
see progression for staff I have mentored based on
personal experience of NHS services as well as service
How did it feel winning a Hospital Heroes
It was a great honour to be nominated as a Hospital Hero
and especially winning the Chairman's Outstanding Achievement
Award 2017. This was most unexpected and humbling to be
recognised in this way. It is testament to the amazing teams I
work with who show exceptional commitment and support. It was
a big morale boost for us all.