60 seconds with...patient flow coordinator Kelly Friell
Tell us about your role and what it involves
I work as a Patient Flow Co‑ordinator within the discharge team. My role focuses on helping patients move safely and efficiently through the hospital, with a particular emphasis on discharge planning.
This includes supporting patients who are moving into care homes, arranging packages of care for those returning home, organising transport, and beginning discharge planning from the point of admission rather than waiting until discharge day. We also manage more complex cases, supported by senior colleagues, and work closely with the wider multidisciplinary team.
A key part of the role involves understanding each patient's individual needs and working collaboratively with ward teams, therapists, nurses and doctors to ensure all discharges are safe, well planned and timely.
What does a typical day look like for you?
Every day is different. I am currently based on the Acute Medical Unit, which is a large and fast‑paced ward. My day usually begins by reviewing each new patient who arrives on the unit.
We carry out an initial assessment to understand whether patients have essentials such as house keys, carers, or existing support in place. The aim is to identify any potential barriers early so we can begin planning straight away, rather than waiting until the patient is ready for discharge.
It is a very dynamic role and can be extremely challenging at times, but no two days are ever the same.
What do you enjoy most about your job?
There is a lot that I enjoy about my role. My route into the NHS was very different to most people. I did not come from a medical background and spent 11 years working in retail management.
Everything changed when my nan became unwell and was admitted to hospital. During this time, my nan encouraged me to reflect on my career and suggested I consider a change. Sadly, my nan passed away two weeks later, but that conversation stayed with me.
Following redundancy, I decided to take the leap and apply for NHS roles, and it was the best decision I have ever made. I approach every discharge as if the patient were a member of my own family, my nan or my grandad. I love being on the wards, supporting patients and families, and knowing that I am making a difference. Three years ago, I could not say I loved my job. Now I genuinely do.
Which skills or responsibilities have you found most rewarding to develop?
The most rewarding part of my role is developing and using strong people skills. Every day is a learning day, and even after three years I am still learning something new. The role is incredibly varied and requires constant adaptation.
Not many people see how much administration sits alongside the patient facing work. This includes managing spreadsheets and systems, coordinating services, and communicating with patients, families and professionals. It can be challenging, but seeing the positive impact of the work makes it incredibly worthwhile. I honestly love what I do.
What guidance would you offer to someone considering an administrative role in the NHS?
My main advice would be to keep an open mind. The NHS works very differently from other organisations, and that is okay. Ask questions. There are no silly questions, and learning is constant. You are surrounded by people who want to help you succeed.
Bring your own skills with you. Even if you do not have NHS experience, transferable skills are invaluable. If I can join the NHS with no prior experience and build a career I love, anyone can.
If you could choose a superpower to support you in your role, what would it be?
I would choose speed. It is a very fast paced environment, especially when covering multiple wards, and being able to move quickly between wards and teams would be a huge help. That said, it would have to be speed without mistakes, as accuracy is just as important as pace.
What helps you relax and switch off outside of work?
I have learned not to take work home with me. When I finish work, I switch off completely and focus on my family. Spending time with them really helps me reset.
I also have a close colleague I can talk to after a tough day, which makes a big difference. Outside of work, I enjoy football and spending time with my family.