When you walk through the doors of a hospital, it’s easy to focus solely on the doctors and nurses. But behind the scenes, an entire network of dedicated professionals works tirelessly to ensure hospitals run smoothly, safely, and efficiently. This National Healthcare Estates and Facilities Day, we shine a spotlight on one of those unsung heroes: Chris, whose remarkable 19-year journey is a testament to hard work, adaptability, and the power of teamwork.
Starting out as a teenager washing pots at North Tyneside General Hospital, Chris has steadily climbed the ladder—taking on roles in catering, portering, security, and now soft services management. His story isn’t just about career progression; it’s about commitment to care, a love of people, and a passion for making a difference where it truly counts.
Tell us about your career to date? 
I actually started out washing pots on the bank at North Tyneside General Hospital (NTGH) – straight from school! I’d jump on my moped after the bell rang and head straight to work. From there, I became a permanent catering assistant. After about five years, I made the move into Portering at NTGH.
When the Northumbria Specialist Emergency Care Hospital (NSECH) opened in Cramlington, I was offered the chance to work there – and I jumped at it. After a short while, I became a Chargehand Porter, and even stepped up as Head Porter for a time. From there, I moved into the role of Catering Superintendent at NSECH, then took on Head of Security. I then acted up into the Hotel Services Officer role, and now, I’m Soft Services Manager. It’s been quite the journey!
What do you like best about what you do?
I genuinely love working with people – whether it’s patients, visitors or staff. Every day brings something new, and the variety keeps me on my toes. Knowing that we’re providing an essential service across the hospital really gives me a sense of purpose.
How have you adapted to working in the different teams?
I’ve always embraced change. If an opportunity comes up to try something new, I go for it. I’ve found the best way to learn is by working alongside those doing the job day in, day out. Across NHFM, we have so many experienced, knowledgeable people – everyone’s willing to help or offer guidance. That team spirit makes a big difference.
What does a day in the life of a soft services manager look like?
No two days are ever the same! One minute I’m dealing with a van breakdown – we’ve got a fleet of 34 – the next, it’s equipment issues in one of our kitchens.
My mornings usually start by catching up with the services managers from each of our teams to address any overnight issues or new priorities. I also liaise with contractors to plan or sign off on work, and with procurement to ensure our service contracts are delivering value.
Then there’s the work with Dieticians and Nutritionists to make sure our patient menus are as nutritious and tailored as possible. It’s a lot – but it’s rewarding.
How does your role have an impact on our patients?
Nutrition is a huge part of recovery, and the work we do with the Dieticians, Nutritionists, and Public Health Team directly impacts patients. We’ve introduced Low Residue and Stoma menus based on feedback from PLACE assessments, which has helped us achieve excellent PLACE scores across the trust.
And beyond food, the work our portering, transport, security, and domestic teams do is critical – from maintaining infection control, to transporting blood samples quickly between sites so clinical teams can act fast.
What is a stand out moment in your career?
Two really stand out. First, when the catering team was named Team of the Year at the staff awards – that recognition meant the world. The second was seeing our security team win for their work in reducing violence and aggression, thanks to a fantastic partnership with Northumbria Police. Those moments make it all worthwhile.
Why do you think it is important to celebrate Estates and Facilities Day?
Because it shines a light on the vital – but often behind-the-scenes – work we do. Estates and facilities teams are essential to delivering safe, clean, and welcoming environments for patients, staff, and visitors. It’s a day to recognise our contributions and take pride in the role we play in patient care.