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!
Chief Operating Officer
I’m the Chief Operating Officer of FCMS and PDS Medical.
My drive is to ensure the constant improvement, growth, sustainability and longevity of our organisations, nurturing an environment where staff can develop, innovate, and explore new services and partnerships.
Three parts family man; two parts leader; one part innovator; one part Manchester United fan; one part movie geek. (I probably have too many parts!)
Interesting Fact: I love the outdoor life, from Mountain biking to hill walking, climbing to kayaking… anything that gets the adrenaline going!
Director of HR & Organisational Development
My role encompasses everything employee related from the colleague’s first day with our fabulous companies and supporting them through anything that could be people and employee related whilst employed with us.
When people have a career from anywhere between 1994 – 2094, I want to make the middle bit, the ‘-‘ in their career really count.
I care about our team and am always striving to enhance who we are and what we’re here to cause. This is usually supported with a hug, a chat or sometimes talking about hard stuff in really deep but rewarding, gritty conversations.
Started in July 2009 when we had 75 employees, wow we certainly are growing!
People are definitely my reason for being at FCMS and PDS and where I add value in the organisation.
I believe people are at the heart of all we do,
Interesting Fact: I am studying to become an NLP practitioner; this is for personal pleasure but also helps me in my role too.
Dr Zakyeya Atcha
Organisational Medical Director
I joined FCMS/PDS medical in October 2018 as the organisational medical director. I bring experience of working in healthcare public health, local government, NHS and the voluntary sector.
People are at the heart of our work and making sure we are proud of our work and we are trusted to deliver our services is really important to me. People are what make clinical governance something that is more than a tick-box exercise. We make sure we have the right attitude, we take responsibility for the quality of services we offer by developing ourselves, keeping up our skills and competence and having a “can do” approach to work.
The photo in the profile shows my grandmother at my graduation. She wanted to become a doctor but in her generation girls was not allowed to go to school. She passed on her passion and her belief in me meant that I was the first person in my extended family to become a doctor. In turn I am proud that family members have followed me into this amazing career.
Head of Finance
I joined FCMS and PDS in April 2017 and I knew straight away that I had come ‘home’. My previous experience was 16 years with a leading Hotel company in various Finance roles, during which time I qualified as a Chartered Management Accountant. I am passionate about health care and the NHS, my Mum is a mental health Nurse so it might be in the blood!
I am responsible for ensuring that as a back office function, our finance team provides the best financial support possible to the management and operational teams to enable them to do what they do best. I work closely with the rest of the management team with regards to reporting, decision making, budgeting, compliance, analysing the past and planning for the future.
Interesting fact – I’m a slightly unusual combination of a lover of literature and spreadsheets in equal measures – a Management Accountant with an degree in English!
Head of Fylde Coast Integrated Urgent Care
My journey with FCMS started in 2010 when I was part of the A&E reception team that TUPE over to FCMS when the Urgent Care Centre at Blackpool Teaching Hospitals was opened. Over the years I trained up in various operational roles across the organisation including a Call Handler, an Auditor and a Shift Manager whilst studying at university.
I soon became part of the FCMS Business Development Team and my knowledge and experience with the organisation grew enormously. My biggest mobilisation project was for Doncaster Urgent Care Services where I was instrumental in setting up Doncaster Same Day Health Centre, Urgent Care Centre and ECP visiting Service. These services continue to grow and are led by Nicola Sanders, our Head of Urgent Care for Yorkshire.
In 2018, my career took the next step when I became Head of Fylde Coast Integrated Urgent Care. My role sees me work closely with our partners PDS Medical and Bloomfield Medical in ensuring safe, effective and quality care is delivered to Fylde Coast Residents across all the services; Blackpool Urgent Care Centre, Blackpool Urgent Treatment Centre, Fleetwood Urgent Treatment, Fylde Coast Extended Access Service, DVT Service, GP OOH’s and Fylde & Wyre Wound Care service.
My driver is to ensure that we continue to deliver high quality and seamless health care through the system no matter who the provider is, as that is what I would want for my own family and friends. The team is made up of incredible people who have a vast amount of experience, knowledge and dedication which allows me to work strategically to drive forward and push through barriers to ensure we are the best we can be.
I am extremely fortunate to work for an organisation that not only is passionate about their patients but also their staff. As you can see most of my career and development has been with FCMS, they have allowed and supported me to grow and progress a career where I can truly make a difference and lead the services and my team into the next stages of delivering quality health care.
Interesting fact, I have an MSc in Health Psychology
Deputy Head of Urgent Care - System Deflections
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.
Head of Nursing
Fylde Coast Integrated Urgent Care Services
Following a 12 month secondment to FCMS as Head of Nursing for the Fylde Coast Integrated Urgent Care Team (FCIUCS), I have now joined FCMS/PDS on a permanent basis as Head of Nursing & Clinical Workforce.
Having always worked on the Fylde Coast, I have worked alongside FCMS since its inception 25 years ago. During this time I have built strong working relationships with many of the team and look forward to developing and strengthening these relationships.
In the early days of my nursing career, I gained valuable experience working in the local Emergency Department before moving on to open one of the first Nurse Led Walk-in centres in Blackpool. Having gained a few years experience in Primary Care working as a Nurse Practitioner in local General Practice, I returned to Unscheduled Care before taking up my role as head of Nursing for FCIUCS.
I am looking forward to working with all clinical teams across FCMS/PDS at all geographical sites to ensure that as an organisation we continue to grow and develop new and exciting services whilst at the same time continuing to provide exceptional high quality clinical care, always putting patients at the heart of our decisions.
Interesting fact – In my spare time I enjoy gardening and boating (as you can see in my fun photo)
System Deflection Lead
Information currently being updated ………………………………………..
Deputy Head of Urgent Care - Community Services
I commenced work with FCMS and PDS Medical in July 2014 as the Service Lead for the Acute Patient Assessment Service, incorporating the Care Co-ordination provision.
In August 2017 I commenced a new role as the Deputy Head of Urgent Care for the Community. My role involves the management of three services within the Fylde Coast Integrated Urgent Care Services partnership; Fleetwood Urgent Treatment Centre; Fylde & Wyre Extended Access Service and the Fylde & Wyre Wound Care provision.
I work closely with the Head of Urgent Care, the Community Services Lead and the Head of Nursing to ensure the services are safe, effective and delivered to an excellent standard. I am blessed to work with three teams who are professional and dedicated to providing outstanding health care for patients across the Fylde Coast.
Interesting Fact: Most interesting lunch date … former President of South Africa and Nobel Peace Prize winner, F. W. de Klerk.
Clinical Manager for FUTC and Extended Access
Fylde and Wyre
I joined FCMS/PDS in October 2018 as the Clinical Manager for FUTC, Extended Access and Wound Care. I initially started the role in March 2018 on secondment from Bloomfield Medical.
I commenced my Nurse Training in 1997 in London based at Charing Cross Hospital before coming home in 2000 to start a job in the Blackpool Victoria A and E department. In 2003 I started working for Bloomfield Medical as a Practice Nurse then moving to the GP led Health Centre (now BUTC) in 2009 when it opened. Over the years I have gained a wealth of knowledge and experience of working in a walk-in centre environment which I am now utilizing at Fleetwood.
I manage the Clinical teams proving support and leadership to them.
My interesting fact: I was selected to represent the Guiding Association at International Camp when I was 18.
Interim Head of Urgent Care - Morecambe and Rossendale
I 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…
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 .
Interesting 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
Dental Services Lead
I have always been passionate about dentistry and started my first job in a dental practice 2 weeks after leaving high school! I have thrived over the years to better myself and doing so have worked across all aspects of dentistry from general dental nursing, orthodontics, Implants, Oral surgery and maxilla-facial surgery to restorative dentistry focusing mainly on rehabilitation and reconstruction of head and neck cancer patients. Along the way I undertook and achieved additional dental nursing qualifications including: Conscious sedation, Impression taking and Radiography (which meant I was also able take on the role of Radiation protection supervisor).
I first joined FCMS in 2012 and I have progressed within company working several out of hours roles alongside my full time dental nursing job, Including:
- Dental receptionist
- (Emergency Dental Service) dental nurse
- 111 Health Advisor
- Dental triage nurse/supervisor – Lancashire dental helpline
- Call auditor
In August 2018 I became the Dental Services Lead at FCMS and I am responsible for the out of hours Dental services across the Fylde coast, Blackpool and Morecambe. I absolutely love my job within FCMS and our values! Everyone I work with and alongside are AWESOME, FUN, HUMBLE and we all have a bit of OOMPF!
I love to horse ride (on the very rare occasion I get the chance to nowadays). I also enjoy golf, I’m no tiger woods by ANY MEANS but do enjoy being out in the fresh air J
Interesting fact: I am a big animal lover. When I was 5 I wanted to grow up to be a …….. LION! I even said this on stage at Butlin’s whilst I was dressed up as a lion. I haven’t quite followed my original career pathway!
Clinical Governance and Complaints Lead
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 am the Clinical Governance and Complaints lead providing expert advice and support across the Fylde Coast Integrated Urgent Care Service. I have developed the Clinical Governance framework and work closely with all operational managers to ensure the delivery of safe effective responsive caring and well led services that meet the essential requirements for compliance with the CQC standards.
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 a member of the Governance group with the Acute Trust ensuring that FCMS retain collaborative working and contribute to service delivery across all providers.
Interesting Fact: I am a Grandma so spare time is filled with enjoying my two beautiful grandchildren.
Quality & KPI Lead for Fylde Coast Integrated Urgent Care
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. From Oct 2015 we have been successful in obtaining the North West contract in partnership with NWAS.
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.
In October 2017 I was successful in a position of Quality & KPI Lead for Fylde Coast Integrated Urgent Care..
Interesting Fact: I come from a cricketing family and my brother and nephew have both played for Lancashire.
Head of Call Centre Services
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.
In 2017 we were successful in the procurement of the Lancashire Dental helpline. This was an expansion of the current dental services that we already held for Blackpool and Morecambe. As the service had evolved in a call handling service for a wider population, this element of our dental services became part of the call handling business unit and therefore expanded the scope of the services we delivered.
I am responsible for the overall delivery of 111, or local unscheduled care telephony services, and the Lancashire Dental Helpline, 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
Call Handling Service Lead
I started my career with FCMS in November 2017 as Call Handling Service Lead, my previous experience was working as a registered dental nurse for 13 years starting my career in general practice before moving to BFW Hospitals for 6 years and finishing my career as a dental nurse assisting Uclan dental students. During my time as a dental nurse I completed many post qualifications including Conscious Sedation, Radiography, impression taking & Oral Health and Fluoride Application.
When I applied for my role as Call Handling Service Lead I took myself out of my comfort zone into a brand new challenge but have certainly made an excellent choice and can continue to develop my growth in my now managerial role but still working within health care and delivering patient focused services.
I have previous experience working for FCMS, I first joined FCMS in 2009 working for the out of hours dental service as a dental nurse & receptionist, following the launch of the Lancashire Dental Helpline in 2017 I transferred to a dual role working as a dental nurse patient facing and working as a dental nurse for the helpline.
Within my role I am responsible for 111, our local unscheduled care telephony service (0300) and the Lancashire Dental Helpline, I work closely with the head of call handling to ensure we are delivering safe, effective services to the highest standard for the patients, my role includes monitoring staff and their performance, compiling KPI reports for each service, liaising with contractors and attending contract meetings, working closely with our operational support teams and workforce management team ensuring the day to day running of the services runs smoothly.
Interesting Fact – I once sang a solo at the Royal Albert Hall as a youngster
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!!!
Deputy Head of Planned Care
Hi I’m Scott and have worked for PDS Medical since May 2018 as Deputy Head of Planned Care.
I have worked within the health industry for the past 8 years mainly working within the private sector whilst working closely with the NHS.
I am an avid Manchester United fan and like to spend my spare time walking the dog and cycling
Interesting Fact: I was a ball boy for Manchester United for a season in 1994/1995
Head of HR
My journey with FCMS & PDS Medical has been nothing but amazing since my start in 2013. The time has flown, and I have seen the company go from strength to strength- taking me along with it!
The important things to me at work are great relationships, a home from home feeling and the wonderful people. I truly feel I have found it here, and my role helps me ensure that we find that for all of our staff. Helping build relationships, embrace change, support people in their bad times and celebrate in their greatest times. It’s all why I love my Job as Head of HR. To see all our amazing teams grow and progress is testament to the people we have, and if I have had any positive influence in that process then I can say job well done.
Interesting fact – I love holidays! I have been to lots of beautiful places and when I retire (in many years!) I hope to do an around the world trip.
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!)
Payroll & Pensions Service Lead
I started working for FCMS as a part time receptionist back in 2001 and I’ve seen lots of changes since then. I started helping complete the wages in 2003 when there was only about 60 staff.
I am now in charge of the Payroll and Pensions for both FCMS (NW) Ltd & PDS Medical and now the staff total is over 500. I have to ensure that everyone in both companies get paid on time and correctly. I also make sure that we are up to date with all current HMRC & Pension legislation.
Interesting Fact: I managed to get my blue belt in Tae Kwon Do many years ago & my brother filmed one of Kylie Minogue’s music videos