Everything I Know About Operations, I Learned From NHS 111
matt.blwt.io · 1,140 words · saved by 1 readers
Everything I know about operations, I learned from taking calls for NHS 111
Ever heard someone say " It's only software/money/<trivial thing>, not life or death ", in the context of incidents at your company? Although mostly true, I want to talk about a time in my career when sometimes, just sometimes, it was the latter, and how it shaped my approach to operating and owning services. NHS 111 is a service folks in the UK can use to get help with non-emergency medical issues. Many years ago, I worked for a company that helped staff this service, and for just over 12 months I worked a variety of shift patterns (such as 2nd, 3rd, overnight and split) to help the British p
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