Introducing the WingFactors Patient Engagement Team!

WingFactors have spent a significant amount of time over the last few months holding regular fact-finding sessions with both clinical and non-clinical departments at the Whittington.

This has led to bespoke training courses designed to support development in areas under the Human Factors umbrella, and in particular delivering outstanding customer service by championing the patient as a customer within their own right.

Our Patient Engagement team have significant high-end experience in this area within the aviation industry. 

We're delighted to introduce you to the team!

Wayne McCormack

CRMT | Head of Patient Skills Training

Since a young age, I’ve been fascinated with aviation, West End and Broadway theatre, politics and live music. Pre-Covid-19 and hopefully post-vaccine, I intend to get back into the auditoriums of the West End and Manhattan as much as possible.

I’m involved in politics at local level and have been described as living & breathing it! It was no surprise that aviation became my profession and I’ve worked hard to progress within my airline into a senior training position.

In terms of actual flying, my favourite destinations are Bangkok, Beirut and New York City although as a born & bred cockney, to me London truly is the most remarkable city on the planet (and I’m currently on my 91st country so I’ve seen a few!)

Hannah Thomas

Patient Skills Trainer

I am an in-charge Cabin Manager for a UK airline and have flown for almost 14 years. Having been in Customer Service for over 22 years, I am so excited to share the experiences, skills and knowledge that I’ve gained in order to help my crew and delegates grow and succeed - both in their professional roles and personally. 

My enthusiasm, compassion, and care drives my passion for being kind and professional - with a bit of personality thrown in! Helping people through support and growth is empowering and heartwarming. I feel very lucky to have the opportunity to work alongside the health care industry - which I hold such huge respect and adoration for.

In my spare time, I enjoy making memories through photography and thrill-seeking activities - be it with friends, family, or by myself. My favourite destination, other than my home town of Gosport, must be Santiago for its vibrancy and for giving me the life-changing experience of driving in the Andes (plus our crew hotel has one of the comfiest beds!)

Marita Samuel

Patient Skills Trainer

I am an experienced member of Cabin Crew for an international airline. I joined WingFactors because I am passionate about improving customer service within healthcare. I have a wealth of customer service experience through my work in aviation and having managed projects for many high profile national and international clients.

As Cabin Crew, no two days are the same and you must be prepared to manage any and every situation. This mirrors many healthcare roles. Through positive engagement, I create a safe space for staff to openly share without judgement.

Alongside providing fundamental customer service skills training, I empower staff to ask questions and be proactive in thinking about their own learning experience. What other skills could they use to improve their day-to-day roles? How can they provide training and support to others?

More about me; I generally do not sit down! I like to be busy - whether that is through spending time with my family, or volunteering. I love engaging with people. There is much joy to be had spending time learning from experiences other than my own.

Michael Mitchell

Patient Skills Trainer

I have been fortunate enough to work in aviation and travel for over 10 years - I’ve loved every second of it and can’t wait for the next 10! I am a Senior Cabin Crew Member and experienced Customer Service Trainer for a UK airline. Both of these roles challenge me every day and I thrive on that. No two days are ever the same.

Coaching, developing, and supporting people in my industry is something I am extremely passionate about. I thrive on being able to inspire and motivate people to achieve success and great things in their life and career.

My favourite destination has to be England as I love the the different seasons we have here and the variety of cultures and religions. When I’m not flying, I enjoy socialising with my friends as well as gardening.