Chief Executive Officer
I’m Suzy, I’m not into titles in particular, I would be happy with just Suzy, but if you had to define me I’m the CEO.
I see my role as ensuring the culture of our organisation stays strong, focused and funky while we grow in size and depth. We need to stay people centred with our staff, our patients and callers at the core of everything that we do
I have been with the organisation since 1997 and have worked through almost every back of house role going – I have been CEO for about 10 years.
My responsibilities include ensuring everyone is as happy and healthy in their work as possible, strategic direction and ensuring that the money balances.
I also liaise with other partners, work closely with the finance team, lead by example and set expectations and aspirations high.
Interesting Fact: I kept my maiden name as a middle name as I was so attached to it!
PA to the Chief Executive
I started work for FCMS on 5 August 2013; I had been lying in wait ready to pounce the moment Suzy Layton decided that she could do with her own ‘right hand lady’.
I provide executive support to Suzy, our Board of Directors and the Senior Management Team.
No one day is the same which is what makes the job so attractive and satisfying. Life here is wonderful!
Interesting Fact: I am a Japanophile, having lived in Tokyo during my 20s and early 30s. Japan is like no other place on earth!
Director of Organisational Growth and Innovation
I left the NHS in 2004 to start PDS Medical, since then it’s gone from strength to strength.
I am now the Director for Organisational Growth and Innovation for both FCMS and PDS Medical.
My drive is to ensure the sustainability of our organisations, to provide an environment where staff can develop, innovate service delivery wherever possible and to explore new business and partnerships wherever I can find them.
Interesting Fact: I love the outdoor life, from Mountain biking to hill walking, climbing to kayaking… anything that gets the adrenaline going…
Director of Finance
I joined FCMS and PDS in October 2015 as Director of Finance having spent the best part of the previous twenty years at Victrex plc, a manufacturing company based in Thornton Cleveleys.
In the finance team we get to support and work with all areas of the business providing a whole range of activities from the processing of financial transactions, financial performance reporting and financial support for both day to day decision making and future business development. We also play an important role in ensuring compliance with various laws and regulations in our day to day activities.
Interesting fact: Keen golfer and lover of the Lake District !
Director of Quality and Performance
I am a Registered General Nurse by background having trained 31 years ago at Blackpool Victoria Hospital. I have since held numerous senior management positions both in the NHS and Private Sector. In April 2013 I was appointed as the Director of Operations for Coastal Health Care (now PDS Medical Ltd) – FCMS’ partner organisation, responsible for the management of the Same Day Health Centres in Fleetwood and Morecambe, plus a Minor Injuries unit in Rossendale East Lancashire.
In April 2015, following an organisational restructure my role changed to become the Director of Quality & Performance for both FCMS and PDS Medical, this role requires for me to:-
- Be accountable for a large portfolio of work across all services, developing and delivering strategy, promoting innovation and supporting operational excellence
- Contribute to the development and implementation of the organisation’s visions, strategic direction and governance arrangements ensuring that the quality of services is paramount.
- Have overall responsibility and accountability for all quality and patient safety issues within the organisation.
- Lead on a range of elements that define the quality and compliance in contracted services, including patient safety, patient and public involvement and patient experience.
- Lead the performance management of services to ensure delivery of effective, safe and high quality care to patients including safeguarding.
- Lead the Clinical Governance Committee agenda
- Lead the organisation’s compliance to CQC standards and regulation
- Manage the work of the Quality and Clinical Services Team and provide line management to the Service Leads and safeguarding professionals.
- Review the process with the Risk Manager for SIRIs, incidents and complaints.
- Represent the organisation at contract meetings when required as required.
- Develop effective strategy and operational policies for promoting innovation and quality improvement across the organisation.
Interesting fact: I have medals for Ballroom and Latin American dancing!
Director of HR
My role encompasses the journey of someone from starting with our fabulous company and supporting them through anything that could be people and employee related whilst employed.
I care very much about our team and am always striving to make things better with a hug, a chat or some really deep but rewarding conversations.
Started in July 2009 when we had 75 employees, wow we certainly are growing!
People are definitely my reason for being at FCMS!
Interesting Fact: I am studying to become an NLP practitioner, this is for personal pleasure but also helps me in my role too
Dental Services Lead
I am the Dental services Lead for FCMS and I started in July 2012. I am responsible for a team of over 75 full time, part time and sessional staff working 365 days a year. I am responsible for the direction and leadership of the team and financial, corporate and business development duties also fall within the remit of my role.
My working day varies from being based at our offices to visiting different sites across the company. Meetings, events and training. All the usual day to day work such as e-mails, phone calls and meeting with my team.
More than half of our Team has been in post over 5 years.
Interesting Fact: I was a Magistrate in Sunderland and Blackpool for 14 years.
Head of Urgent Care
I started with FCMS in January 2015 and progressed to Head of Urgent Care in April 2015. My background is as a NHS commissioner of services including dentistry, public health, primary care and for the last 8 years urgent care, meant I had a good grounding for this role. I had also previously worked front line managing emergency dental clinics.
I am also a qualified further education teacher and spent 4 years teaching at two local colleges, I still have a passion for education.
As Head of Urgent Care I oversee the services with the Deputy Head and between us we have a wealth of knowledge, experience, skills and vigour.
We have an amazing team of service leads, who all bring their knowledge and experience.
Our excellence lies within our combination of all our parts. We are only as good as our team and our team has the most committed, dedicated experienced people in it.
My day can vary between strategic and operational tasks, which makes it interesting and pushes the boundaries.
I consider myself most fortunate to be part of this organisation and team, I feel my role is to serve those around me be that a team member, a colleague, or a patient.
I believe in the concept of servant leadership, and I am passionate about patient care, and looking after my team.
Interesting Fact: I am a Francophile, I love France, the culture, the food, the life, the people. The French music not so much!
Deputy Head of Urgent Care
I commenced work with FCMS in June 2011 after leaving an extensive career at the Acute Trust as both Senior Nurse in A&E and Directorate Manager. I also had experience in Acute Medicine (Directorate Manger), Orthopaedics (Matron) and Head Nurse for the Cardiac Division.
I As the Deputy Head of Urgent Care I contribute to FCMS providing strong strategic and operational management , I also support the Head of Urgent care in the delivery of Urgent care services across UCC Blackpool , SDHC Fleetwood , Rossendale Minor Injury Unit and Morecambe SDHC . In conjunction with the Clinical Governance Directors I develop and lead the Clinical Governance framework and have responsibility for ensuring we meet the essential requirements for compliance with the CQC standards to deliver safe effective responsive caring and well led services. I am also the CQC Registered manager for OOH and Urgent Care and also a Specialist Advisor to the CQC.
I lead and chair the Clinical Governance group and also ensure robust arrangements are in place for the Clinical audit group supported by the audit team . I am member of the Trust Emergency Planning Child Health and Mental Health groups ensuring that FCMS retain collaborative working and contribute to service delivery across all providers. I also attend the SRG board again representing FCMS in the Health economy.
Interesting fact: I am a Grandma so spare time is filled with enjoying my two beautiful grandchildren.
Out of Hours and Urgent Care Centre Service Lead
I started my employment with FCMS in 2010 as a a call operator for the Out of Hours Service and frontline receptionist at the Urgent Care Centre. I have progressed within the company and worked within a number of different roles including
- 111 Call Taker
- 111 Liaison
- Shift Manager
- Clinical Services Operational Support
This has allowed me to gain valuable experience and knowledge to equip me with the skills I need for my new role as Service Lead for the Out of Hours and Urgent Care Centre.
In my current role I ensure the smooth and safe operations of our Out of Hours and Urgent Care Centre and my daily tasks include:
- Managing our wonderful team of Administrators, Receptionists and Drivers
- Co-ordination of our Clinical Team
- Handling Complaints
- Liasing with Stakeholders
- Updating policies and procedures
Interesting Fact: Princess Diana once stood for me! I’ve also para-glided from the top of Babadag Mountain.
Care Coordination Lead
I commenced work with FCMS in July 2014 and manage the Care Coordination Team within FCMS/PDS.
Care Coordination is an area of FCMS that is constantly growing and evolving. My role involves working with partners across the wider health economy to identify new and effective ways of providing services to the Fylde community.
I support the implementation of new provisions, working with external services, the FCMS PDS Business Development Team and the Care Coordination staff team to ensure any pilot work is safe, effective and evaluated.
The patient experience is important to us and we are continually striving to find new innovative ways of ensuring our patients receive an excellent service.
A key aspect of my role is ensuring that the service runs smoothly, and is attaining all the Key Performance Indicators. We unceasingly work towards exceeding our KPI’s wherever possible!
On a daily basis I manage the staff team, resources, rota’s, performance, attend internal and external meetings, support staff training and development, coordinate daily activities to meet our service objectives, manage recruitment and induction, attendance and performance, I provide internal and external reports, utilise a range of IT systems and reporting functions, participate in Clinical Governance, Information Governance, Training and Development, investigate complaints and incidents, review Policies and Procedures and ensure these are adhered to…
My greatest asset is the Care Coordination team members. The team are hardworking, diverse, dedicated, flexible and innovative and always aim for excellence. The patient experience is at the centre of all we do.
Interesting Fact: Most interesting lunch date … former President of South Africa and Nobel Peace Prize winner, F. W. de Klerk.
Head of Call Handling
During my time at FCMS I have undertaken a variety of roles
I started with FCMS in May 2003 when we opened the first out of hours Pharmacy to work alongside the Out of Hours (OOH) Service. I then quickly progressed to Pharmacy Manager to oversee the day to day running and development of the Pharmacy, where I worked closely with the OOH Service and later moved to OOH Service Lead. During this time I managed the introduction of NHS Pathways and the transition to the Urgent Care Centre at Blackpool Victoria Hospital
Due to the introduction of the NHS 111 service and The Silver Line, I became Head of Call Centre Services. I work closely with our Call Handling Service Leads, who monitor the day to day running of the services, however I am a strong believer in team work and supporting each other in our roles.
I am responsible for the overall delivery of both services and act as the principal point of contact with our commissioners and take responsibility for overall service quality.
Interesting Fact: I’ve had afternoon tea at The House of Lords with Esther Rantzen
111 Service Lead
I started with FCMS in August 2003 as a bank call handler. In 2007 I was appointed Clinical Governance Lead for FCMS and it was the first role of this nature within the company. In 2009 I also became a trainer for NHS Pathways which is a Clinical Decision Support System compiled by NHS staff to aid none clinical call handlers to triage a patient’s symptoms. In 2010 FCMS decided to use NHS Pathways to front end the Urgent Care Centre and I trained the existing frontline staff and helped in setting this up and tailoring a face to face version now known as Reception Point. In 2011 FCMS entered into a pilot for the 111 service along with NHSD & NWAS (the ambulance service). This lasted for 18 months. At the end of this time we became stability partners with NWAS to take 111 calls for the north west. As from Oct 2015 we have been successful in obtaining the north west contract in partnership with NWAS and another out of hours provider UC24 for a 5 year period.
In 2013 I commenced a new role as 111 Service Lead which involves running the FCMS side of the service and liaising closely with our partners. My duties involve day to day running of the FCMS side of the service ensuring safety of the patients, training, auditing and performance of our call handlers and clinicians.
Interesting fact: I met Geoffrey Boycott whilst he was in Blackpool at the Cricket Group – a group of us ended up taking him to the Star pub for the night.
Head of Planned Care
I joined PDS Medical in May 2008 as Operations Manager and my main responsibility was to manage and oversee the day to day running of the organisation.
In May 2015 I took on a new role of Head of Planned Care.
My main responsibility is to continue to strengthen relationships with current stakeholders and also focus on new potential opportunities outside the organisation.
Interesting Fact: Sylvester Stallone bought me half a lager and lime!!!
Planned Care Operational Service Lead
I’ve been working at PDS Medical as Operational Service Lead since April 2015.
My role at PDS includes operational management, monitoring patient satisfaction surveys, CQC registered manager, implementing operational and clinical governance, coordinating an administrative team.
Before I started to working at PDS I worked for the Dental Services as Operational Lead. I have worked with FCMS since Jan 2009 and started part time as a call taker/receptionist.
Interesting Fact: My husband has inspired me to start running. He has completed 3 Marathons in the last 2 years which includes the London Marathon. I am currently in training to run my first 10k race in Scotland. My aim is to hopefully do a few more 10k’s and then complete a half marathon (that’s if I survive Scotland!)
Fleetwood Same Day Health Centre Operational Service Lead
I started with in November 2013 as Operational Manager for the Fleetwood Same Day Health Centre. I also became the CQC Registered Manager for the service in July 2015.
My main responsibility is to ensure that at the Fleetwood Same Day Health Centre we run a safe, efficient and effective service for both patients and staff. I also support the Wound Care Team who deliver a Wound Care Service at Fleetwood, St Annes and Kirkham.
My role includes operationally managing the Team, creating rotas, ensuring that we are meeting our monthly Key Performance Indicators, attending internal and external meetings, attending contract meetings, implementing and reviewing standard operating procedures. We are constantly looking at how our service can help and integrate within the bigger health economy.
Interesting Fact: I love to spend as much time as I can having fun with my 2 grandsons living up to my name “nutty nana”.
Morecambe Same Day Health Centre Operational Service Lead
started with Coastal Health Care (now PDS Medical Ltd) in November 2013 as Operational lead for Same Day Health Centre in Morecambe. I became the CQC Registered Manager for the service in July 2015.
My main responsibility is to ensure that at the centre is safe, efficient and effective service for both patients and staff.
My role includes managing the team, creating rota’s, ensuring that we are meeting our monthly Key Performance Indicators, attending internal and external meetings, attending contract meetings, implementing and reviewing standard operating procedures, taking part in the winter telephone conferences and constantly looking how our service can help and integrate within the bigger health economy.
Amongst all the above I have taken part in mobilising new services that we have won.
Interesting Fact: I used to be a fairly good gymnast, I’m a bit more rotund now, however can still pull off a few moves…
Operational Lead Rossendale MInor Injuries Unit
Rossendale Minor Injury unit was born on 1st April 2012. I was a founder member of the team employed as a receptionist. Coastal Health Care (now PDS) took us over in July 2014..
I was promoted to Service Lead in February 2017 – under the banner of ‘Growing Our Own’
I ensure that both the public and staff are in a safe environment ,the unit running as effectively and efficiently as possible, offering patients the best possible care .
My role includes looking after the needs of my team to ensure a work/life balance and supporting them whenever I can. Creating and managing rotas, attending meetings , implementing changes to effectively improve our systems. Producing reports on a monthly basis .
Fact: I love spending time at my home in Heysham by the sea, with my youngest daughter and grandchildren – and of course , winning at bingo LOL – nothing better