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Creating a new NHS England: NHS England and NHS Digital merged on 1 February 2023. More about the merger.

Kim Lofthouse

Kim is a service manager and accessibility lead

Service Manager and Accessibility Lead

I’ve worked in all sorts of roles including the arts, setting up engagement projects with young people, in child and adult education and as a service analyst in the NHS.  

I’m now a service manager with NHSmail and I love the pace of it. There’s no time to be bored because it’s a live service and change is constant. There’s always a problem to solve and a new way to help the user.  

There’s no time to be bored because it’s a live service and change is constant.

I do a lot of work around accessibility and that’s really my passion. It’s easy to get caught up in a technical headspace but our aim is to make patients' lives better. All patients’ lives.  

Sometimes people think accessibility is just about helping people who are vision or hearing impaired. That’s very important, but accessibility is so much wider and deeper. Through volunteering, I’ve seen first-hand the challenges that young people and those from less privileged backgrounds face, and the ways in which they have to adapt. We have to turn that around and adapt to them.  

That means not being satisfied with merely meeting regulations. It means reaching out to communities to hear their voices and working with and for them. This is a great place to do that.