Biography: Caroline has spent her entire career working in the NHS. She has worked in secondary care in operational and strategic management, most recently as an Executive Director at Chelsea and Westminster Hospital. She has a passion for service transformation and in the 1990s she led the operational development of the UK's first treatment centre and moved to set up NHS Elect in 2003 in order to provide high quality, in-house support to healthcare organisations across the country, enabling them to work together to deliver improved services.
Recent Accomplishments: The NHS Elect team has grown from an initial membership of just four sites to a membership of over 50 sites, providing a diverse range of support across the NHS.
How she can help you: Caroline works extensively with members on service improvement, development of clinical services strategies, training and development, and change
Biography: Coming from a background as a Chartered Physiotherapist and having been the first non-medical Clinical Director at UCLH, Eilis made the transition to General Management and held posts at UCLH and Chelsea and Westminster Hospital and NWL Strategic Health Authority. She joined NHS Elect in 2004 and has been qualified as a coach since 2012 and enjoys the opportunity to work with individuals and teams to help them improve their performance. She is a qualified MBTI and Strengthscope Practitioner. Eilis also lead the Personal Development Faculty at NHS Elect.
Eilis also has a keen interest in team and team working and the importance of leaders being able to adopt a coaching style, where suitable, to get the best out of their teams.
Recent Accomplishments: Completing ACAS Workplace Mediation training.How she can help you: She works extensively with members on a 1:1 and group/team basis with coaching and personal development.
Biography: I’m Jim Timpson and I lead our Organisational Development Faculty. On a day to day basis that sees me dividing my team between designing and delivering leadership development programmes across the NHS and facilitating groups who want to work on issues like team building, culture change, debriefing, strategic planning, and conflict. A nice part of the job is that I get to work with pretty much every level of colleague who’s involved in leadership from team leaders to Board members.Like many OD practitioners, I came to the job via a circuitous path which included spells as a nursing auxiliary, building site labourer and IT salesman before joining the NHS Management Training Scheme in the mid ‘90s and embarking on a series of management jobs spanning operations, transformation, performance management and capital projects. I joined NHS Elect in 2004 for what was intended to be 18 months getting an understanding of how the Department of Health interacted with the NHS but quickly found that the work was purposeful and enjoyable with the added bonus that my colleagues became friends.After completing the MSc in Organisational Development at Roffey Park Institute I developed a career focusing on leadership development with a particular emphasis on behavioural and cultural factors like resilience, conflict management, influencing and creativity. I live in Twickenham and the things that make life worth living for me are my wife, my daughters and a small collection of guitars.Recent Accomplishments: Analysing the structure and culture of a community services organisation; designing & delivering resilience workshops; designing and delivering a strengths based programme at Guy’s & St Thomas’ NHS Foundation Trust to enable a senior manager to implement appraisal based incremental progression; consulting with NHS England and a number of members on culture change; developing departmental strategies through Strategy Mapping workshops at Whittington Health NHS Trust; “Polarity Management” work with CCGs chairs to understand how to get the benefits of both large scale primary care centres and small GP practices.How he can help you: Organisational Development: Leadership Development: Team Building; Having Difficult Conversations; Psychological Resilience.Email: email@example.com
Biography: Sue Kong joined NHS Elect in April 2005 as their Director, leading on the marketing of NHS Services and assisting the Department of Health with the Gastroenterology 18 weeks commissioning pathways. Prior to joining NHS Elect, Sue was Executive Director for Strategy and Planning at North West London Strategic Health Authority and has operational and planning experience in acute hospitals in London and the East Midlands.
Sue has an MBA (distinction) specialising in marketing and is a CIM Chartered Marketer. Sue has chaired the Health Service Journal NHS marketing conferences and has published in the Journal of Management and Marketing in Healthcare, regularly sharing good examples of healthcare marketing and patient experience from around the world. Sue is a member of the editorial board for the Journal of Patient Experience (SAGE). She loves learning from different sectors and has presented as a Business Insight Leader for Warwick Business School, the Institute of Directors, National Housing Federation & 2020 Arab Health Congress.Recent Accomplishments: Sue has developed a customer care / 'Improving the Patient Experience' training programme for its members covering administrative staff to multi-disciplinary clinical teams. She has personally delivered her training programme to over 2,500 NHS front-line staff and trained over 60 patient experience and leadership development colleagues across the country to implement this programme in their own Trusts.
How she can help you: Sue helps members with marketing, branding and customer service.Email: firstname.lastname@example.org
Biography: Nicola Chandler is a director at NHS Elect and is an experienced QI practitioner and senior improvement coach who has supported multi-disciplinary teams to deliver national initiatives, such as 18 weeks and Enhanced Recovery, and supported teams participating in the Ambulatory Emergency Care collaborative.
Since joining the NHS in 1993, Nicola has worked in several senior operational management roles in the community, acute and commissioning sectors.
Her role at NHS Elect is primarily in the service improvement and change management space where she applies her practical and theoretical knowledge of operational challenges, underpinned with the theory of service transformation, to support multi-disciplinary teams and service users to drive service improvements for both staff and patients. She is also responsible for delivering our Human Factors and Ergonomics in Healthcare workshops.
She is an experienced facilitator, having worked with several organisations reviewing their services, including outpatients and theatres.Recent Accomplishments: working with members to improve services for patients through a variety of service improvement initiatives and service reviews; working with teams to improve their outpatient services through the Productive Outpatients Programme. How she can help you: service reviews, designing and delivering service improvement and lean training workshops.Email: email@example.com
Biography: Having worked in various senior NHS management roles, Robin combines a realistic outlook with the latest change management thinking to achieve results. He has a genuine understanding of the competing demands of operational health care management and the challenge of meaningfully engaging clinicians in quality improvement. He is an accomplished facilitator and enjoys the challenge of working with teams to bring about improvements for patients and staff. A graduate from the NHS management training scheme in 2002, he has an MSc in Health Care Policy and Management.Recent Accomplishments: Robin leads the quality improvement faculty at NHS Elect and is passionate about supporting organisations to design and deliver organisation-wide QI improvement initiatives. Robin is a trained coach and supports quality improvement coaches across the NHS. Robin has supported hundreds of teams across the country and enjoys facilitating team away days, workshops and development sessions. Having worked in the NHS since 1997, Robin understands the challenges NHS staff face and is excited to be leading the Happier Working Lives programme for NHS Elect, which uses quality improvement tools to improve working lives across the NHS. How he can help you: Robin is an expert facilitator with passion for service improvement, service redesign and coaching.Email: firstname.lastname@example.org
Biography: Prior to joining the NHS, Gareth worked in the commercial sector and has a strong marketing background. Gareth has worked at a senior level in acute, community and primary care settings and was previously Executive Director of Strategy at Poole Hospital NHS Foundation Trust and at West Suffolk NHS Foundation Trust. He has a strong track record of successfully leading complex initiatives and has led on a number of significant strategic and commercial projects including corporate and clinical strategy development. Gareth’s expertise ranges across leadership development, strategic planning, system-thinking, project management, the impact of mindset and commercial skills. His passion is to help create an environment where leadership is inspired by kindness and compassion, where individuals and teams hold themselves accountable for their impact on others and where leaders see their role as being to create leaders not followers.Recent accomplishments include: recent assignments for Gareth have included, the facilitation of board development sessions, designing and delivering various leadership programmes, assisting organisational strategic reviews, and supporting transformation programmes.How he can help you: Gareth is experienced in working with members on tender responses, patient & commercial strategies, approaches to mergers and acquisitions, fundraising strategies, community service benchmarking.Email: email@example.com
Biography: Mike Davidge retired from the UK National Health Service in August 2017 which he originally joined in 1979 from the manufacturing industry. In the early 1980's he was jointly responsible for creating the first national performance indicators in England and between 1986 and 1992 pioneered reduced waiting times in England and Wales. He became the Analysis Director for the NHS Modernisation Agency in 2001 and left the MA in February 2005 to take up a role as Director of Analysis & Modelling within the Leeds health economy. He became Head of Measurement at the NHS Institute for Innovation and Improvement in 2009 until its closure in March 2013 when he obtained a post of Director with NHS Elect. He was also Senior Improvement Advisor for the 1000 Lives team in NHS Wales from 2008-2013 and then Head of Improvement Methodology in its successor, 1000 Lives Improvement until August 2015. He set up his own private company, M and L Partnership Ltd, in September 2012 to pursue invitations for work that were outside the scope of his NHS employment. He currently has clients in England, Wales, Scandinavia and Australasia.Recent Accomplishments: Mike has created some new half day and day long sessions on using data effectively including how to create and use SPC charts. He has also expanded capacity and demand management material to include a half day on capacity planning.How he can help you: Mike can guide you toward making better decisions by selecting the right things to measure. Mike can show you how to make sense of the data you’ve got. He can advise you on ways to improve the flow of work and also reduce access times.Email: firstname.lastname@example.org
Biography: Piers Young is a Senior Manager and leader in healthcare, with a proven track recording in supporting NHS organisations, the Department of Health and NHS England in improvement and NHS operational management. Piers has experience at executive and board level and has worked at Chief Operating Officer level at a NHS acute provider. He has an extensive operational and service improvement background and is a graduate of the NHS management training scheme. He has overseen and been the SRO for the development and delivery of a system-wide recovery plan for elective care, which included the return to reporting for RTT and the delivery of RTT and cancer access standards. Piers has also worked for NHS England on national data quality improvement programmes, and he was part of the national 18-week programme when it was initial established.
How he can help you: As a director for NHS Elect, Piers leads on Quality Improvement and Strategy work in healthcare. He has led on change management programmes for members and network programmes for both elective and non-elective services. He has experience leading on national improvement programmes and he is the spinal surgery and vascular quality improvement associate for the specialised commissioning frailty network with NHS England.Email: email@example.com
Biography: Dawn is a highly skilled facilitator and organisational development consultant with over 25 years of operational experience. She is currently an NHS elect associate and an independent consultant designing and delivering Team and Leadership programmes.
What she can do for you: Dawn is passionate about inclusivity and delivers results through real engagement and is a confident and inspiring facilitator with a great sense of humour.
Biography: Ruth has 20 years HR and OD experience in the public and private sector, leaving the NHS in 2012 to set up her own business ‘Enjoy Work’ and specialises in creative leadership development and executive coaching.
Ruth works internationally coaching and running residential leadership programmes for global organisations such as UNICEF, WHO, UN Women and PLAN International and charitable NGOs in a range of countries including, Afghanistan, Brazil, India, Kenya and Belize. In the UK Ruth designs and delivers workshops for mostly the NHS, on topics such as career development, resilience and positive psychology, feedback skills, coaching skills for leaders and team development.
How she can help you: Ruth is an ICF accredited coach and has an MSc in Innovation, Creativity and Leadership. In her work she uses creative tools such as drama, visualisation, drawing, mindfulness and storytelling to stimulate creative thinking and develop leadership capability.
Biography: Anna is a senior communications professional with 30 years’ experience. Anna has held Director of Communications roles in national organisations across the public sector, in healthcare and education at organisations including the Design Council, and an acute Trust, where she led significant service change and reconfiguration communication programmes for eight years. She has advised senior teams, developed and delivered strategic communications reviews, led insight-gathering programmes and stakeholder engagement. She is a qualified educator and experienced facilitator and enjoys facilitating in person and online. She keeps her knowledge current as a qualitied member of the Chartered Institute of Marketing (MCIM) and Fellow of the Royal Society of Arts. Anna is currently an NHS Elect Associate and independent consultant.
How she can help you: Anna has extensive experience in supporting organisations to develop their communications strategies as well as enabling teams to develop their communications skills. As an experienced facilitator and qualified educator, Anna also offers facilitation to support workshops, meetings and events and provides communications training. As a trusted communications expert, Anna supports teams with their engagement planning for change, stakeholder insight gathering, strategic communications reviews and content development.
Biography: Toni started at NHS Elect in December 2005 on a 5 week contract and either as a penance or a stroke of good luck (depends on what kind of day she is having) she has been here ever since. Her background is in HR and she was an HR Manager for a Music Company for many years. After leaving the Music company she was approached by a recruitment agency to increase their temporary workforce which she accomplished. After the company was bought out she started her own recruitment company which she still runs in conjuction with her work for NHS Elect. Recent Accomplishments: Managing the very busy team diaries, and so far she hasn’t managed to send one of the team to Narnia for a membership visit, but she wouldn’t rule it out in the future.
How she can help you: She can deal with most of your queries from the general 'What or Who is NHS Elect?' and 'What do you do?', to events, in house
Biography: Claire has been managing events for NHS Elect for over ten years now, having returned to work part-time after starting a family. Prior to this, she worked for 15 years in Public Relations in the private sector, both in-house and in PR consultancies, latterly as the PR Director for a large French cosmetics company. Large and small-scale event organising formed part of her previous roles.Recent Accomplishments: We are working hard to increase the number of delegates attending and benefiting from our network-wide sessions across all our member organisations, especially as we now offer these sessions virtually. We are keen to ensure we keep offering our most popular events, adapting and updating where necessary, and making the sessions as interactive as possible.How she can help you: Contact me with any session requests or booking queries via email.Email: Claire@nhselect.org.uk
Having always shown a passion for statistics, Alice joined our Measurement team after graduating with a first class Master’s Degree from Cardiff University. Prior to completing her postgraduate studies, Alice spent a year working for the NHS as part of an Undergraduate placement scheme. Her work there focused on service improvement projects, including reshaping of the referral pathways from General Practitioners to Mental Health Services, and a published project looking at the communication of Mental Health information on hospital referrals.
Applying her knowledge of measurement and statistics to healthcare settings has enabled calculation of Return on Investment and Measurement for Improvement case studies for our members.
Andy is Co-Production Manager at NHS Elect and works across the AEC and Acute Frailty Networks. Andrew has over 20 years’ experience in Urgent and Emergency Care, Acute Medicine and Critical Care within the NHS and internationally.
Andy initially developed his clinical career in a number of EDs as well as other acute and critical care areas, becoming a Service Lead and Advanced Nurse Practitioner.
Andy has previously developed and implemented a nurse-led AEC service and during his time with NHS ELect has worked with over 50 Trusts and other providers across the UK in optimising their SDEC offers. He has particular interests in Experience Based Design, nursing workforce and development, and Quality Improvement techniques.
In addition to his work at NHS Elect, Andy has undertaken interim strategy posts and provides consultancy to nursing agencies. Andrew has been a visiting postgraduate lecturer in Emergency Practice and is passionate about promoting Advanced Nursing.
Emma Backhouse has been the Head of Improvement Networks since April 2021, having joined NHS Elect as Urgent Care Networks Manager in September 2015. During her time at NHS Elect, Emma has programme managed a number of externally commissioned programmes including the Emergency Care Improvement Programme (ECIP) for NHS Improvement, Cancer Collaborative programmes for both South and Midlands & East regions, the NHS South Urgent Care Collaborative and the Midlands & East Red2Green initiative. Emma is currently the programme manager for both the Specialised Clinical Frailty Network (SCFN) and the Beneficial Changes Patient Flow Network (PFN).
Prior to her time at NHS Elect, Emma has undertaken a number of roles within NHS England and the Department of Health, including being the Performance Lead for Urgent and Emergency Care, reporting on all aspects of performance against national standards for urgent and emergency care, and providing current, task-focused briefings to a wide range of senior officials including National Director of Operations, Chief Executive, Secretary of State and the Prime Minister’s office.
Biography: Lenah has been working with NHS Elect since September 2018, having previously completed her MSc. in Project Management. Prior to NHS Elect, Lenah has enjoyed working to deliver value-adding projects and programmes, strategic partnerships and continuous improvement across education, NHS and non-governmental organisations.
How she can help you: Lenah provides project management support.Email: Lenah@nhselect.org.uk
For the last 19 years Matt has spent most of his time directly supporting healthcare organisations, working with clinical staff, board members, directs and operational managers. Designing, promoting and supporting the delivery of products and services, such as the national analyst training programme (a 12 day course run over 6 months), the development of an improvement faculty in NHS Lothian and developing QI doctors in the Wessex Deanery, amongst many others.
As an improvement analyst he has extensively enjoyed helping teams and individuals apply measurement for Improvement techniques within a variety of clinal areas to identify areas of concern / interest. This process includes, assisting teams gather the correct data and appreciate variation, and spot any signals from the ‘noise’ in the system. Linking this to return on investment principles is often a great tool to help with the change management.
He has worked for the Acute Frailty Network (AFN) for the last 5 years, and SCFN for the last two years. He presents at all the national events, runs the measurement masterclasses and created the tools that the sites use to understand if they have made any improvement. He provides strategic advice on programme development and operational support to AFN and SCFN sites.
Biography: Deborah Thompson MSC, Dip HE, RGN is a Director at NHS Elect Director covering Urgent Care Delivery Networks. This involves leading the design and delivery of two large-scale improvement programmes across the UK; The Ambulatory Emergency Care Network and Acute Frailty Network. In addition, she also designs bespoke programme support and expertise to frontline teams to improve emergency care. Deborah has 37 years’ experience as a clinician and manager in NHS acute services.During her career, Deborah has undertaken a variety of roles from Ward Sister through to ‘acting’ Director of Nursing. In 2003, she diversified her career path by undertaking the role of general manager in Emergency Services leading to a role as Director of Operations.
Recent accomplishments include: Since then she has worked on a number of national healthcare improvement programmes and since 2011 has focussed on improving emergency flow leading the improvement and expansion of ambulatory emergency care (AEC) services in over 120 organisations in the UK. This work expanded to include the Acute Frailty Network in 2015 that aims to improve the quality and safety of emergency care for frail older people in the first 72 hours.
How she can help you: Deborah is passionate about working with front line staff to support them to understand and improve emergency patient flow, and has a particular interest in clinical pathway redesign and working with health communities on a large scale to design processes to safely provide ‘same day’ emergency care reducing the reliance on hospital beds for treatment and ensuring frail older people don’t spend a day longer than necessary in a hospital bed.
The NHS Elect Advisory Board is the lead governing body for NHS Elect.
It advises on the strategic direction of the organisation and approves the annual objectives and monitor performance against these. It provides advice and direction to the Chief Executive Officer and the NHS Elect central team, particularly in relation to improving the services offered to member Trusts.
The NHS Elect Advisroy Board comprises CEOs from member organisations (or their nominated deputies) and the NHS Elect Chief Executive Officer with the Director team in attendance. Nominations are sought every two years from member organisations for CEOs or Executive Directors who would like to join the Board. If you are a CEO or Executive Director in one of our member sites and have an interest in serving on our Board we would very much like to hear from you. Please email Caroline Dove (firstname.lastname@example.org)
The Chair of NHS Elect is a CEO from one of our member sites.
Other Advisory Board members include:
The NHS Elect Members Board provides overall leadership to NHS Elect, it helps to develop and deliver a strategy that ensures the continued success of the organisation and to improve the support it provides to member Trusts, through: