September 2024 – present – Independent Consultant – Healthcare, Business, IT and People

Worked with key clients to deliver strategic value across a wide range of areas, including, strategic planning, business and digital transformation, customer excellence, people development, end-to-end product delivery, and operations.  Leading from the front, providing both strategic direction and hands-on management of digital transformation programmes and complex large-scale deployments across Community and Acute Trusts. Provided leadership across continuous improvement initiatives, procurement strategies, and compliance frameworks.
including ISO27001 and market access planning.

August 2022 – August 2024 – Primary Care Services Director – Medical Data Provider

Having initially worked for 3 years as an Independent Consultant, driving the business from a start-up and through significant growth, Implementing and stabilising growth strategies, creating and developing teams, and creating and deploying new services into healthcare settings. Accountable for the implementation of ISO27001, assurance with NHS and ICO and managing NHS England Frameworks and Integrations whilst creating and driving a positive culture throughout the growing business. Took on the role as Primary Care Services Director, a key role within the Senior Leadership Team, in August 2022 to increase customer base across Primary Care in the UK and improve customer experience whilst continuing to transform the business ready for its next stretch of considerable growth. Driving product, development, marketing, sales and customer experience and customer retention across the business with financial restrictions whilst implementing operational standards and procedures across the company. I created and embedded a continuous improvement programme within the business including areas of Collaborative Approach, Quality Improvement, Customer excellence, Coaching, Capacity building and Operational excellence. Created a client partnership programme across other suppliers in Primary Care which showcased my relationship skills and commercial acumen. Led the Senior Leadership Team through people development, creating and embedding company values and culture and investment in the young team whilst excelling in customer experience. Accountable for the Primary Care Services division budget, financial forecasting, commercials, customer excellence, delivery and strategies.

January 2019 – August 2022 – Independent Consultant – Healthcare, Business, IT and People – Medical Data Provider

Worked with key clients to deliver strategic value across a wide range of areas, including, strategic planning, business and digital transformation, customer excellence, people development, end-to-end product delivery, and operations.  I lead from the front, providing both strategic direction and hands-on management of digital transformation programmes and complex large-scale deployments across Community and Acute Trusts.  Provided leadership across continuous improvement initiatives, procurement strategies, and compliance frameworks including ISO27001 and market access planning.

February 2014 – December 2018 – Director of Integrated Healthcare – evolving into General Manager – Healthcare Software Vendor
Accountable for customer retention to the value of £60m, with a headcount of 450 across Implementation, training, support, relationship management, governance, quality assurance, frameworks, customer excellence and continuous service improvement for a range of IT related services to the NHS primary care, Ministry of Defence, community, acute, health and social care and commissioning markets. Creation and responsibility for market leading strategy for the in-life services of the customer, whilst ensuring all contractual requirements are met through: Programme Management, Project Management, Service Management,
Account Management, Training and Support Services. Responsible for the increase of customer satisfaction for all service delivery to 97%. Leading by example, owning and maintaining NHS customer relationships at all levels, to create a culture of customer first

• Responsible for the operational delivery for all customer services and customer satisfaction.
• Accountable for the creation of new services across healthcare markets including Ministry of Defence.
• Ongoing business transformation and full-scale restructures to create integrated service and delivery teams capable of supporting multiple healthcare markets
• Created and Implemented quality frameworks across multiple teams, geographical locations including field based teams
• Created and continued to provide the leadership and direction within the division whilst developing the skills and effectiveness of the teams.
• Devised and executed a risk and retention strategy that proactively ensured that market share was stable and growing across the division.
• Created and embedded across the business a Programme of Continuous Improvement, including areas of Capacity Building, Customer First, Operational Excellence, Quality Improvement, Coaching and Strategic Leadership and used a Town Hall approach to showcase the improvements, efficiencies, goals and
  achievements of these Programmes.
• Key member of the Primary Care, Community & Commissioning Senior Leadership Team, working collaboratively to ensure that the views and objectives of the divisional functions and the customer were
  represented at all levels.
• Led the customer experience initiative, ensuring that appropriate customer satisfaction, customer journeys and review methodologies are implemented and acted upon within EMIS Health operations
• Maximising the efficiency of the operational resources to meet the changing demands of customers in all markets – flexing resources as appropriate and improving processes could scale
• Identify new streams of business by developing enhanced training and consultancy programmes including benchmarking, ROI and benefits realisation programmes
• Maintained a high level of market and sector knowledge and awareness
• Handle customer escalations alongside service improvement processes
• Utilisation of CRM, in-line with segmenting and profiling

April 2013 – February 2014 – Executive Assistant and Head of Special Projects – Healthcare Software Vendor
Being the MD’s right hand was a role of significant responsibility, requiring a blend of strategic thinking, strong organisational skills, emotional intelligence and a passion for customer excellence. I supported the MD and his Exec team to deliver specific, high-profile projects to ensure the objectives were cascaded and delivered across the organisation

• Designed and implemented a Deployment model across Ministry of Defence, NHS Scotland and NHS Wales for continued and new business
• Implemented operational standards and procedures across the company whilst embedding a mindset of continual improvement and customer first
• Created efficiency and business continuous improvement streams with multiple stakeholders throughout the business
• Designed and implemented a successful customer experience project – leading by example and engaging across the business to change the culture of operational departments to ensure that the customer was the focus of everything we do
• Demonstrated and encouraged teamwork across the divisional heads and departments to support a customer focused approach to our day-to-day business.
• Co-ordinated the recovery of the contractual value of the GPSoC revenue following a change within the NHS from Primary Care Trusts to CCG’s (£69M)

April 2012 – April 2013 – Head of Customer Fulfilment – Healthcare Software Vendor

Design, implement and support a departmental restructure during a period of great pressure within the business. Focus on succession planning and staff development during the process to share the skills and knowledge across the company. Restructured department of 60 staff to deliver more effectively for changed business needs and implement a Customer First approach

• Leading a motivated team to ensure delivery of customer orders and customer service.
• Strategic planning, manage and initiate change to ensure Customer Fulfilment meets and exceeds expectations and delivers to our customers.
• Implement operational standards and procedures across the department.
• Responsible for the delivery and implementation of all activity and orders within the department which is essential to the strategic and operational objectives of the organisation whilst using and maintaining systems and process across Primary Care, Ministry of Defence, Community, Acute and Pharmacy markets.
• Analysis and re-engineering or replacement of existing processes and systems both from an internal and customer facing perspective.
• Increased and continued to maintain a high level of customer satisfaction

January 2010 – April 2012: Regional Director, Northeast, Yorkshire, Scotland and Northern Ireland – Healthcare Software Vendor

February 1999 – January 2010: Operations Manager/Healthcare Account Manager – Healthcare Software Vendor

August 1992 – February 1999: Practice Manager and Fund Manager – Primary Care and Primary Care Fundholding Group

For further information on this candidate please use reference number:  060