HCAs | Support services | Career Development and Education
Matt’s NHS Career Started with a Leap from Retail to Healthcare
When Matt left his role as a Customer Service Manager at Sainsbury’s in 2015, he wasn’t chasing a promotion or pay rise; he was chasing a purpose and stepping into a completely new world.
Trading the retail aisles for hospital wards, Matt began his NHS journey as a Healthcare Support Worker (HCSW) in surgery at University Hospital Southampton (UHS). And today, he’s now working as an Access and Operational Supervisor, helping to keep the hospital running smoothly behind the scenes.
His story is a powerful reminder that with the right support, transferable skills, and a willingness to grow, it is never too late to change your career because the possibilities are endless.
A Leap of Faith: From Retail to Healthcare
While at college studying a sports science diploma, Matt was working for Sainsbury's as a cashier. After leaving college, he decided to work full-time with Sainsbury's, climbing his way up the ladder on a management programme, resulting in him becoming a Customer Service Manager.
However, when restructuring occurred in 2015, he took it as an opportunity to reassess his career path and pursue his long-standing interest in healthcare. After several applications, he was eventually invited to interview for a Healthcare Support Worker (HCSW) position.
This wasn’t an easy decision. Leaving a stable management role for an entry-level position meant a significant pay cut and a complete shift into a new industry. However, he knew he wasn’t happy in his current position and had to take the leap. “It was a big pay drop,” Matt says. “But I have this thing, especially at that moment in time, if you’re not happy, it’s not all about money. It will work out.”
He was offered a role as an HCSW in surgery, a significant shift both professionally and personally. That first step into UHS marked more than a career change; it was the start of a journey filled with learning, compassion, and the kind of strength you only discover when you step outside your comfort zone.
Life on the Ward: Building Skills and Confidence
As a Healthcare Support Worker, Matt quickly discovered the depth and importance the role has in patient care, “You’re not just doing observations or helping with personal care, you’re building relationships with patients, advocating for them, and being their constant in a really difficult time.”
His time on the ward was hands-on and intense, but it was also deeply rewarding. He recalls learning clinical skills like venepuncture, catheterisation, and nasogastric tubes, skills that not only built his confidence but also shaped his understanding of healthcare. “It also develops your understanding and knowledge of medical terminology as well, which has been a massive input to where I am today.”
But it wasn’t just about the technical side. Matt saw firsthand how vital HCSWs are to the patient experience. “The Healthcare Support Workers will know more than the nurses and the doctors as to whether there’s a problem with that patient… they’ll notice a difference in them because they’ve spent the time with them.”
However, Matt knew that if he wanted to grow in his healthcare career, he needed to keep developing. After a couple of years on the ward, he chose to do his diploma, an experience that connected him with our Healthcare Support Worker Hub. “The team were brilliant with me because I wasn’t the best learner academically, but they supported me through it,” he says. The hub not only supported his training but also opened his eyes to the many different pathways available within UHS.
He also credits his ward manager, John Pointer, as a key figure in his development. “He’s been an integral part of my development, as well as others,” Matt says. “He has developed so many people and supported them through their training.”
It was during this time that Matt began to realise where his true passion lay. “I loved the logistics, the problem-solving. It reminded me of my retail background, fast-paced, high-pressure, and all about teamwork.” That spark led him to pursue a new direction: operations.
Choosing a Path: Nursing to Operations
After completing his diploma, Matt found himself at a pivotal moment in his career. “It got to a point where after completing the diploma, I had to choose which pathway I wanted to go,” he explains. “So, I could go to university and do nursing and build up from there, or I could go the more operational route.”
While many might have expected him to pursue nursing, Matt felt a strong pull toward the behind-the-scenes workings of the hospital. “I had an interest around the logistics of how everything runs and goes forward,” he says. That curiosity led him to apply for a role as a bed manager, a decision that would open new doors, grow his network and expand his understanding of the Trust.
The move into operations wasn’t without its challenges. The environment was fast-paced, unpredictable, and at times overwhelming. “There’s a bit of a saying that because it’s a chaotic environment in ops, you either like chaos or you don’t,” Matt says. “I do like chaos… but don’t get me wrong, it can be very stressful.”
But rather than being discouraged, Matt leaned into the challenge. His years in retail had taught him how to stay calm under pressure and lead through uncertainty. “In retail, I was leading teams. It’s chaotic and it’s stressful. It’s pressurising. And some people thrive on that.”
What helped him most, though, was knowing he wasn’t doing it alone. “I wouldn’t be here today without the support from not only my management team, but also my peers as well,” he says. “Because you learn from everyone.”
That belief in him came from all directions. “My care group management team were the one that not only encouraged me into the deputy op’s role, but wanted me to go for it,” he recalls. “They still say today they see the quality in me, whether I believe it or not.”
Leading with Empathy: Supporting the Next Generation
Matt now works as an Access and Operational Supervisor, helping to oversee surgical services and support emergency flow across the hospital. It’s a busy, often unpredictable role, but one that draws on everything he’s learned so far. “I had a team of about 13 people… booking clerks, patient pathways co-ordinators, a team leader,” he explains. “You’re also there as a bed manager, essentially, for the team. Supporting the flow, especially in emergency care.”
It’s a big responsibility, but Matt hasn’t forgotten what it felt like to be starting out. “I use my journey to encourage others, especially Healthcare Support Workers, because I know how daunting it can be to take that first step,” he says. “I’ve been there. I know what it’s like to feel unsure.”
That’s why he’s so passionate about making sure people know what’s available to them. “There are so many training opportunities, but not everyone knows they exist,” he says. “We need to do more to promote them, and that’s something I try to champion.”
Matt also knows that growth doesn’t happen overnight and that it often starts with simply being open to change. “The NHS is always evolving,” he says. “If you’re open to change and willing to learn, there’s no limit to where you can go.”
For Matt, it’s not about having all the answers; it’s about being willing to ask questions, take chances, and support others along the way. “You learn from everyone,” he says. “And if I can help someone else take that next step, then I know I’m doing something right.”
Final thoughts from Matt
For anyone considering a role as a Healthcare Support Worker, Matt’s advice is simple: don’t wait until you feel ready, just start.
“You have to be a people person with a caring nature,” he says. “A lot of healthcare support workers think, ‘Oh, it’s just observations and dressings,’ but it’s not. It’s personal care, it’s listening, it’s being there for someone when they need it most.”
Matt also encourages people not to be put off by academic worries. “I’ve never been academic. I’m more of a practical learner, see one, do one, teach one,” he explains. “But UHS supported me in a way that worked for me.”
And for those who might not see themselves in a clinical role. “If you love organisation and problem-solving, there’s a whole operational world in the NHS that people don’t always realise exists.”
His message is clear: whether you’re just starting or thinking about a change, there’s a place for you at UHS. “If you’re willing to grow, UHS will help you get there. You just have to take that first step.”
Matt’s journey shows that you don’t need a perfect plan to build a meaningful career. You just need the courage to start. From retail to the ward, and now into operations, every step he’s taken has been shaped by support, learning, and a drive to make a difference.
Whether you're looking for a fresh start or thinking about where your current role could lead, becoming a Healthcare Support Worker at UHS could be the beginning of something incredible. There’s no one path and that’s what makes it exciting.
Explore Healthcare Support Worker opportunities and take your first step today. Click here to explore our open opportunities.
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