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 Leadership 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 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.
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!
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.
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.
Deputy Head of Urgent Care - Community Services
I commenced work with FCMS and PDS Medical in July 1994 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.
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
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 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!)
Deputy Head of Urgent Care - North Lancashire
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…
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
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