Chief Executive Officer
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
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
How she can help you: Caroline works
extensively with members on service improvement, development of clinical
services strategies, training and development, and change
Biography: 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 was then Project Director for Patient Choice at NWL Strategic Health Authority. She joined NHS Elect in 2004 and now enjoys the challenges of working alongside member organisations to improve the efficiency and effectiveness of service delivery and also leads the coaching and personal development aspects of the membership. She has a Masters in Health Management from City University and is a qualified coach and is accredited to administer MBTI Step I, FIRO-B and SDI (Strengths Deployment Inventory).
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 and also on service improvement and re-design.
Biography: Jim joined Elect in 2004 to set up the “Business of Healthcare” work-stream focusing on the financial sustainability of NHS services. This built on 7 years of experience in the IT recruitment business and 10 years of general management experience gained via the NHS Management Training Scheme. After a few years helping members on joint ventures, business cases, tender responses and negotiation strategies he was being asked to do increasing amounts of facilitation, change management and leadership development work. This prompted him to gain first a certificate in practice and then an MSc in Organisational Development from Roffey Park Institute. He still works on business oriented projects but a growing proportion of his time is devoted to work on Resilience; Conflict and Culture.
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 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.
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. Sue has developed with the Chartered Institute of Marketing a marketing development programme for NHS staff to meet the market challenges of the new NHS. Prior to joining NHS Elect, Sue was Executive Director for Strategy and Planning at North West London Strategic Health Authority.
Sue has an MBA (distinction) specialising in marketing and is a Chartered Marketer. Sue has chaired the Health Service Journal NHS marketing conferences. Sue has published in the Journal of Management and Marketing in Healthcare and she regularly shares good examples of healthcare marketing and patient experience from around the world. Sue has been invited to join the Journal of Patient Experience Editorial Board in 2017.
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: she helps members with marketing, branding and customer service.
Biography: Paul Thomas joined the NHS in 1990 in Sheffield before moving to London and developing his operational management career at UCLH and the Royal Free Hospital. He left the NHS in 2004 to deliver interim management and consultancy services which gave him extensive experience working across the NHS on PCT commissioning, provider development at SHAs and further operational roles. He joined NHS Elect in 2009 to support the expansion of the Business of Healthcare workstream which develops commercial and business skills.
Recent Accomplishments: Paul works across a broad range of NHS Elect work streams with his main focus on the business cycle of the NHS. Some of his recent projects include support to procurement and supporting bids, business case development and understanding the impact of policy change on operational delivery.
How he can help you: Procurement projects, business development, commissioning, support to service redesign and implementing policy. An experienced facilitator, he also leads on improving local care pathways with clinical teams.Procurement projects, business development, commissioning, support to service redesign and implementing policy. An experienced facilitator, he also leads on improving local care pathways with clinical teams.
Biography: Nicola joined the NHS in 1993 and has been employed in a number of senior general management and service improvement roles in both commissioning and the acute sector, in which she gained extensive experience in a number of fields such as operational, financial and budgetary management, contracting, service planning, change management and whole systems redesign. Nicola is NHS Elect’s lead for Productive Outpatients and has a MBA.
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.
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 good understanding of the competing demands of operational health care management and the challenge of meaningfully engaging clinicians in projects. He is an accomplished facilitator and enjoys the challenge of working with clinical teams to bring about improvements for patients. Graduated from the NHS management training scheme in 2002, and he has an MSc in Health Care Policy and Management.
Recent Accomplishments: Robin direct supports several NHS organisations to deliver key operational targets and improve patient services. Working closely with both executive and clinical teams on service improvement, capacity planning and performance management issues advising on priority areas and developing improvement strategies.
How he can help you: Robin is an expert facilitator with passion for service improvement, service redesign, and coaching
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.
Recent accomplishments include: working with a non-NHS healthcare system on their corporate and clinical strategy for future sustainability of services, he has also supported a number of organisations in developing and responding to specific tenders, commercial thinking, mergers, acquisitions and joint venture vehicles.
Gareth is passionate about international models of care and has spent some time working in other healthcare systems. In particular, Gareth has a strong interest in integrated models of care and clinical engagement in service reconfiguration and strategy development. Gareth has been working with colleagues from International Consortium for Health Outcomes Measurement (ICHOM) to develop a programme for members on the implementation, assessment and monitoring of worldwide patient outcome standards.
How he can help you: Gareth is experienced in working with members on tender responses, patient patient & commercial strategies, approaches to mergers and acquisitions, fundraising strategies, community service benchmarking
Biography: He joined the NHS in 1979 setting aside temporarily (as he then thought) a career in industry; over 30 years later he is still working in the NHS. In the early 1980s as part of IACC, he was jointly responsible for creating the first national performance indicators and between 1986 and 1992 pioneered reduced waiting times in England and Wales. Mike then became the Analysis Director for the Modernisation Agency in 2001 and left the MA in February 2005 to take up a role as Director of Analysis and Modeling within the Leeds health economy. Recently, he was Head of Measurement at the NHS Institute for Innovation and Improvement in 2009 until its closure in March 2013 and he continues to be involved part time with 1000 Lives Improvement in Wales as the Head of Improvement Methodology.
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.
Biography: Darren's professional background is in pharmacy, where he spent the first 15 years of his career working in logistics, manufacturing and the hospital sector. Whilst the majority of his experience is UK based, Darren also spent some time working in the Middle East. During the last 12 years or so, Darren’s career turned to hospital general management. He has worked as an Executive Director on the boards of three acute hospitals - as Director of Delivery and then in Chief Operating Officer posts. Darren also spent time working with commissioners as the Project Director, for a comprehensive clinical review and public consultation on the sustainability of services at a small acute hospital in East Anglia.
Recent Accomplishments: Darren retains an active interest in academic research, education and the development of people. Completing a PhD in 2013 at Lord Ashcroft International Business School, Cambridge, his research and a number of subsequent publications focused on the impact of competition in the NHS on leaders and leadership in the acute hospital sector. In 2014 Darren completed an executive coaching accreditation and since then, he has regularly practiced as a coach and has published work in this field.
How he can help you: Operational and clinical services are Darren’s key areas of focus. In terms of planned care, support areas include Referral to Treatment (RTT) and Cancer standards, along with surgical and clinical support service improvement and efficiency work (including the marketing of new clinical services). Darren provides active support and insight to members who are developing ambulatory (AEC) and other innovative emergency care initiatives (e.g. Surgical AEC, Discharge to Assess…). As a trained member of the NHS Elect coaching faculty, Darren’s other key portfolio area includes helping personal, team and board development through a range of coaching interventions.
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.
Deputy Director of Marketing and Patient Experience
Joe is a multi-award winning marketing and communications specialist with over 15 years of experience across a range of industries. He has worked for the NHS for the past 8 years, including marketing, communications and engagement roles in both acute and community settings.
Joe has a Professional Diploma in Marketing from the Chartered Institute of Marketing as well as a Diploma in Managing Digital Media and a degree in business. He is also currently studying towards an MBA.
Joe managed the successful campaign to get the NHS Choir to
Christmas No.1 in 2015, beating Justin Bieber to top spot and raising £300,000 for charity. He also led the NHS Voices campaign in 2018, featuring in a prime time ITV documentary as part of the #NHS70 celebrations.
He specialises in strategy development and digital communication and has extensive experience in PR, stakeholder engagement and campaign development.
Head of Operations
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: Ernie had a successful career continually at the cutting edge of the IT and Business outsourcing industries across Europe and the US before joining the NHS in 2006. His achievements took him to the position of Managing Director of a multi-national Internet Service Provider. He specialised in commercial account management and major programme management. Among his achievements was the establishment of a blue-chip learning and development function, programme management of major front and back office re-engineering initiatives of several service based organisations. After taking a three year sabbatical, he was seeking a new challenge. Ernie worked on the establishment of England’s first commissioning hub: The West Midlands Central Business Support Agency (CBSA) and having embarked on a new career in the NHS went on to work with the Department of Health, Surrey PCT and Sussex Community Healthcare NHS Trust as well as supporting other NHS Elect members.
Recent Accomplishments: Coaching, Myers Briggs and FIRO B accreditation as well as development of business process training programmes including Leadership, Relationship and interpersonal skills.
How he can help you: Organisational , Operational and Learning & Development reviews, Team assessment and building with a focus on helping personal development, coaching and L&D support for leaders in practice.
Claire Butler Brown
Biography: Claire has been co-ordinating events for NHS Elect for over three years now, having returned to work part-time after starting a family. Prior to this, I 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 my previous roles.
Recent Accomplishments: We are working hard to increase the number of delegates attending our network-wide sessions across all our member organisations. We are also keen to ensure we keep offering our most popular events, adapting and updating where necessary.
How she can help you: Contact me with any event queries or bookings via email or via our website booking
Lisa has 30 years’ experience in the NHS, and is an experienced leader of transformational change and improvement. Prior to joining NHS Elect as a Programme Director in 2013, Lisa held a variety of executive director roles in acute Trusts and the charitable sector; including the Directorships for Strategy and Service Transformation, and Campaign Director for Patient Experience. Lisa, who is a nurse by background, has led a number of significant projects including service reconfiguration and major capital builds, cultural change programmes and within the charitable sector set up a UK pipeline for system redesign projects. Lisa uses a combination of service improvement and programme management approaches with social movement techniques. Recent accomplishments
: In her campaign director role Lisa was the lead for Patient and Public Involvement, developing the Trust’s patient and public engagement strategy, including the creation of networks of users, and a database to bring together the 10,000 trust members and patient participants as a powerful user voice. How can she help you?
Lisa’s key skills include: programme direction, strategic development, stakeholder engagement, service improvement and transformation, group facilitation.
Linda joined NHS Elect in 2014, she brings considerable organisation and leadership development experience gained in the health, charity, and housing sectors. Prior to joining NHS Elect, Linda ran her own organisation development consultancy for 12 years, working predominantly in the charity sector with organizations such as Medecins Sans Frontieres and the British Heart Foundation. Linda has an MSc in Organisation Development from Roffey Park (University of Sussex) and an accredited advanced action learning facilitator (ILM) and facilitator trainer, advising members on how best to introduce action learning alongside leadership development and to support culture change initiatives. An experienced and accredited workplace mediator, Linda trained with the internationally respected Centre for Effective Dispute Resolution (CEDR). Recent accomplishments:
Linda has been a key member of the design and delivery team for an innovative top 100 leader programme in a Midlands based Trust. Linda has had a leading role, working in partnership with the Organisation Development Team, to develop and deliver a bespoke leadership programme that reflects and responds to the leadership challenges and issues facing the hospital. This included designing and delivering a 3 day in house action learning facilitator programme.
For the last 12 months Linda has established and facilitated action learning sets in a Surrey based CCG, aimed at supporting the development of clinical leaders. How can she help you?
Developing and delivering leadership development programmes including setting up action learning sets: Organisation development and change: Using MBTI for either personal, team or leadership development: managing and responding to conflict in the workplace through team facilitation or workplace mediation.
An experienced commercial practitioner, Mark initially started his career in the Automotive industry within Supply Chain Management, and was actively involved in his organisations world class continuous improvement programme. He then moved on to a variety of senior, and executive commercial posts in the rail, energy and travel industries, where his experience includes acquisitions and a management buy out. At the turn of the Millennium Mark started his own Consultancy Company providing PFI support before broadening into a wide variety of improvement and change management assignments.
Mark has been supporting NHS members in both strategy development, commissioning, tendering and service redevelopment initiatives. He has also been providing a range of Commercial Development workshops, including Leadership, Responding to Tenders, Report Writing, and Procurement and Specification Writing.
A strong advocate of lean thinking techniques and the impact safety has on the entire service stream delivery, he has recently been researching, and is now developing, a Human, Technical and Organisational Factors programme for roll out later this year.
How he can help you:
Strategy, commercial development, commissioning, tendering, service re-egineering, human, technical and organisational factors, and leadership.