Continuing our series talking to local healthcare heroes, this week we talk to Paul Somerville, ICT Technical Officer, Digital Services Department at the South West Acute Hospital (SWAH).

He explains the vital role ICT has in ensuring how staff use it to deliver the best care for patients.

What motivated you to pursue a career at South West Acute Hospital?

Having a keen interest in technology, I was attracted by the opportunity to work in a brand-new hospital with the latest ICT equipment. I also wanted a new focus and challenge in a big organisation with career-enhancing prospects.

Could you share a significant challenge you've faced in your role and how you overcame it to provide quality healthcare services?

The Covid pandemic brought with it many challenges. Trying to support staff onsite in Covid wards was worrying, especially at the start of the pandemic when information was scarce about how serious the virus was. To try to reduce the spread of the virus, our team worked remotely on a higher proportion of calls. This also proved difficult on occasions, when we needed to be onsite. Communication skills were put to the test as we needed to guide staff, step by step, to resolve issues.

How do you believe your role contributes to the well-being and recovery of patients within our community?

ICT is used by all healthcare professionals and support staff in the hospital as well as Day Care centres and clinics throughout the community as they work to care for patients.

Providing technical support across these settings helps staff to deliver the care needed for their patients.

Can you highlight a particular patient interaction or medical achievement that you are particularly proud of, and why?

Being involved in the commissioning and setup of a brand new modern hospital for our community that still looks like new 13 years later is something that I am very proud of.

How do you ensure the delivery of compassionate and effective care in your specific healthcare discipline?

I try to keep up to date with new technologies/systems so that I am providing the most appropriate support. I take part in regular team meetings where issues are discussed and knowledge shared. When resolving ICT issues, I try to ensure that I use clear communication with staff while explaining procedures and answer any questions they might have.

What aspect of your work do you find most rewarding, and how does it resonate with your personal values and mission?

In what can be a highly pressurised work environment, seeing the relief on someone’s face or hearing them cheer excitedly when I get an ICT problem resolved is very rewarding. I’ve received various responses including, 'oh I could hug you' or 'you have the patience of a saint' which helps motivate me to continue to provide a quality service.

How do you manage the demands of your job, and what strategies do you employ to ensure exceptional healthcare service delivery?

In order to meet the demands of providing ICT support, I use my teamwork skills to collaborate with various digital services teams within the Trust. These include network, telecoms and server teams etc.

In my spare time I enjoy getting outdoors into the Fermanagh countryside to do some running, although with a 20-month-old toddler at home, most of the running is after her!

Have there been any mentors or colleagues who have significantly influenced your practice, and in what way?

Since starting this post 12 years ago, I have worked closely with my colleagues Damian and Stewart and learned a lot from them. My line manager, Colm, has always been very supportive and encourages me to take on new challenges in my ICT support role.

What are your aspirations for the future, and how do you envision the evolution of your role within South West Acute Hospital?

I hope to continue my role in the digital services department at SWAH as it’s a great place to work.

With the new Encompass IT system going live in the Western Trust area next spring/summer, 2025 is going to be very busy! This new technology is exciting but no doubt will have its challenges, with plenty of ICT support needed.

How do you believe your efforts contribute to the overall excellence and advancement of healthcare services in our local community?

Without ICT support the vast majority of the IT systems used in the hospital and community would not be able to function. As technology continues to evolve, my job is vital in supporting those working in healthcare keep up to date with new systems.