Can you tell us about your journey in healthcare? What inspired you to pursue this field?
My journey in healthcare has been an interesting and transformative experience. It began around five years ago when I took my first role as an HR Manager in a healthcare company. At the time, I didn’t have a specific background in healthcare, but I had a deep interest in people management and wanted to contribute to a field where the focus was on improving lives. Healthcare, as an industry, felt like a natural fit for me because it’s fundamentally about caring for people, whether directly through medical services or indirectly through operational and strategic management.
As I moved from HR Manager to HR Director, and eventually Operations Director, I became more aware of how healthcare organisations function from the inside. It’s not just about the Surgeons and nurses delivering care; it’s about how systems, teams, and leadership work in tandem to ensure that care is effective and efficient. It became clear to me that my role was about facilitating the conditions that allow healthcare professionals, whether they be plastic surgeons, nurses or dentists, to perform at their best. This was a responsibility I found incredibly rewarding, and it fuelled my passion for the industry.
The decision to co-found Nexus Healthcare came from a desire to take all the experience I had gained and use it to influence healthcare on a larger scale. My co-founders and I saw an opportunity to create a consultancy that would not only help healthcare organisations solve operational, marketing and HR issues but also innovate and prepare for the future challenges of healthcare. Nexus was born out of a desire to create something bigger, more agile, and capable of making a significant impact on healthcare organisations across various sectors.
What do you believe sets your company apart from others in your field?
At Nexus Healthcare, we’ve been able to differentiate ourselves by focusing on personalised and innovative solutions. Many consultancies offer broad, one-size-fits-all advice, but healthcare is too nuanced for that. What sets us apart is our ability to tailor our services to the specific needs of each client. For instance, the way we work with a GP practice will differ from how we engage with a plastic surgery clinic or an MSK specialist. Each healthcare discipline comes with its unique challenges, regulatory environments, and patient demographics. We take the time to understand these specifics before crafting solutions.
Furthermore, we pride ourselves on being deeply invested in the success of the organisations we work with. Instead of just offering recommendations, we collaborate closely with our clients to implement strategies and track their progress. Whether it’s improving patient flow in a busy GP practice or optimising the operational workflow of a dentist’s clinic, we’re hands-on in helping businesses achieve measurable outcomes.
Innovation is another key aspect of what we do. Healthcare is evolving rapidly, and organisations need to stay ahead of the curve. We help our clients integrate new technologies, from telemedicine platforms to data-driven decision-making tools. Additionally, our knowledge of the latest trends in sectors such as cosmetic surgery and aesthetic treatments enables us to guide our clients through both operational and clinical improvements.
What are some of the most common challenges you face in your day-to-day role?
One of the most significant challenges is balancing the strategic needs of our clients with the fast pace of change in healthcare. The industry is continuously evolving, with new regulations, treatments, and technologies being introduced almost daily. Being from an operations background, I need to stay ahead of these trends while ensuring that our clients, whether a small GP practice or a large plastic surgery clinic, remain compliant and competitive.
Another challenge is navigating the regulatory landscape. In the UK, healthcare regulations are stringent, and for good reason—they ensure the safety and quality of care. However, keeping up with these regulations, especially when working with diverse sectors like dental practices and MSK specialists, can be complex. We spend a lot of time ensuring that our clients understand and comply with the latest standards, which can be time-consuming but is critical to their success.
Recruitment is also a significant issue. Finding the right people to fill key roles in healthcare organisations is difficult. Whether it’s sourcing a top-tier plastic surgeon for a cosmetic clinic or a highly skilled therapist for an MSK centre, the challenge is not just about filling a position but ensuring the right cultural fit and alignment with the organisation’s values.
What is your approach to healthcare recruitment, and how do you ensure the right person is in the right role?
Recruitment in healthcare is not just about qualifications—it’s about finding professionals who align with the organisation’s ethos and patient care philosophy. At Nexus, we take a holistic approach to recruitment. We look beyond the CV and qualifications and focus on the candidate’s passion for healthcare, their interpersonal skills, and their ability to work within a team. A surgeon or GP might be technically excellent, but if they can’t work well within a multidisciplinary team, they won’t thrive in the long run.
We also ensure that our clients are involved in the recruitment process from the start. We work with them to define what they need, not just in terms of skills but in terms of personality and cultural fit. For instance, recruiting a dentist for a practice focused on cosmetic procedures might require a different mindset than hiring for a practice specialising in general dentistry. We aim to find candidates who not only meet the technical requirements but also understand the specific patient demographics and the unique challenges of each clinic.
Another key aspect is supporting ongoing development. Even after placing a candidate, we offer coaching and development services to ensure they grow within their roles and stay aligned with the evolving needs of the organisation.
Can you discuss a specific case or procedure that stands out in your career and why?
One case that stands out involved a GP practice that was struggling with patient wait times and general operational inefficiencies. They were well-regarded within the community, but their patient satisfaction ratings were declining due to long waits and poor communication between departments. We worked closely with the practice to map out their patient flow, from booking appointments to post-visit follow-ups. We identified several bottlenecks, particularly around scheduling and staff allocation, and proposed a series of changes.
What made this case particularly memorable was how quickly we were able to turn things around. Within six months, patient satisfaction ratings had improved by 40%, and wait times had been reduced by over 30%. The team felt more empowered and organised, which translated into better patient care. It was a reminder of how operational improvements can directly impact patient outcomes.
How has the healthcare industry evolved since you entered the industry, and how have you adapted to these changes?
Healthcare has changed enormously in the five years since I started, particularly in the areas of technology and patient expectations. One of the biggest shifts has been the rise of digital health solutions. Telemedicine, for example, was a niche offering when I started, but today it’s become a standard expectation, particularly in the wake of the COVID-19 pandemic. As a consultancy, we’ve had to help our clients adapt to this shift by implementing telemedicine solutions and advising them on how to manage both in-person and remote patient interactions.
There’s also been a significant rise in patient demand for more personalised care. Patients today expect more control over their healthcare decisions, whether it’s choosing a cosmetic surgery procedure or aesthetic clinic. This has meant that healthcare providers need to be more patient-centred in their approach, and we’ve worked with our clients to adjust their services accordingly.
Regulations have also become stricter, particularly around patient data and safety protocols. We’ve had to stay on top of these changes, ensuring that our clients remain compliant while also taking advantage of new opportunities for innovation.
What are the most important skills or qualities that a healthcare professional should possess, in your opinion?
Compassion, adaptability, and communication are three of the most essential qualities in healthcare. Compassion ensures that patients feel understood and cared for, regardless of whether you’re a GP, a plastic surgeon, or a dentist. Adaptability is crucial because healthcare is an ever-evolving field—whether it’s adapting to new technologies or responding to sudden changes in patient needs, professionals must be flexible in their approach. Lastly, communication is key, not just between the healthcare provider and the patient but also within the team. Clear, empathetic communication ensures that the right information is shared and that patients are fully informed about their care.
In addition to these qualities, having a commitment to continuous learning is vital. The healthcare landscape changes rapidly, and professionals need to stay up-to-date with the latest treatments, technologies, and best practices. This mindset of growth and learning is something we look for when recruiting for our clients.
How do you manage your time effectively when a company is growing rapidly?
Time management becomes a delicate balancing act when a company is in a growth phase. I try to prioritise tasks that are directly linked to our long-term strategic goals, while also ensuring that day-to-day operations run smoothly. Delegation plays a big part in this—knowing when to step back and let others take ownership of certain tasks has been crucial.
We’ve implemented project management tools that allow us to track progress and allocate resources more efficiently. For example, as we began to expand Nexus, I found that utilising digital tools for task management, scheduling, and team collaboration became invaluable. It allows me to focus on high-priority areas like strategic partnerships and new business development without losing sight of the operational side of things.
Effective time management also means setting clear boundaries. I make sure to schedule time for rest and personal well-being because I know that if I’m burnt out, I can’t be effective in my role.
How do you balance your professional work with maintaining personal well-being?
It’s certainly a challenge, especially when you’re passionate about your work, as I am. However, I’ve found that maintaining a balance between work and personal well-being is essential for long-term success. Over the years, I’ve learned the importance of setting boundaries and knowing when to step away from work to recharge.
Can you discuss any collaborative efforts or partnerships you’ve been involved in, either locally or internationally?
Collaboration is at the heart of healthcare, and over the years, I’ve had the privilege of working with a diverse range of professionals and organisations. One of the key aspects of healthcare consultancy is the ability to foster partnerships that not only benefit individual organisations but also improve the overall quality of patient care. At Nexus Healthcare, we focus on creating synergies between healthcare providers, specialists, and institutions, ensuring that the patient journey is as seamless as possible.
One notable partnership that stands out involved working with a local network of plastic surgeons. These surgeons were operating individual practices, but they recognised the potential benefits of collaborating more closely. Together, we developed a framework for sharing best practices, pooling resources for training, and implementing shared marketing strategies. The partnership allowed the surgeons to standardise their processes and improve patient outcomes by creating a more cohesive experience across their clinics. This collaboration also extended to aesthetic treatments, where we helped them integrate the latest technologies and procedures while maintaining a focus on patient safety and satisfaction.
In another example, we worked with a group of GP practices that wanted to streamline their services and improve patient access. GPs often serve as the first point of contact for patients, so ensuring that they have the right resources and referral networks in place is crucial. By collaborating with local MSK (musculoskeletal) specialists and dental practices, we were able to develop a multidisciplinary approach that allowed GPs to refer patients more efficiently to the appropriate specialists. This reduced wait times for patients and improved overall care coordination.
Collaborations like these are essential in healthcare because they enable different disciplines to come together and address complex patient needs holistically. Whether it’s a plastic surgeon collaborating with a GP for post-operative care, or an aesthetic clinic to manage complex facial pain cases, these partnerships lead to better patient outcomes and more efficient care delivery.
What are your thoughts on the future of healthcare, particularly in the fields of cosmetic surgery, aesthetic treatments, therapy, and GP services?
The future of healthcare is incredibly exciting, and I believe we are on the cusp of significant transformation across several key areas. In cosmetic surgery and aesthetic treatments, we’re already seeing a shift towards less invasive procedures. Patients today are looking for treatments that provide natural-looking results with minimal downtime, and this trend is likely to continue. Advances in technology, such as the use of AI and robotics, are also starting to make their way into the cosmetic surgery field, allowing for more precise procedures and better outcomes.
Aesthetic treatments, in particular, are becoming more accessible and more mainstream. As societal perceptions of beauty and self-care evolve, the demand for treatments like dermal fillers, Botox, and non-surgical body contouring continues to grow. The challenge for healthcare providers in this field will be ensuring that these treatments are safe and effective while keeping up with the pace of innovation. At Nexus Healthcare, we work closely with cosmetic and aesthetic clinics to ensure that they are up-to-date with the latest technologies and are compliant with safety standards.
In therapy, particularly physical and occupational therapy, I see a move towards more personalised and data-driven care. Wearable technology, for example, is allowing therapists to monitor patients’ progress in real-time and adjust treatment plans accordingly. MSK specialists, who often treat patients with chronic pain or mobility issues, are already integrating these technologies into their practices, providing patients with more effective and sustainable treatment options.
GP services are also undergoing significant changes, particularly in the way they deliver care. The rise of telemedicine is perhaps the most notable development. During the COVID-19 pandemic, we saw an explosion in the use of virtual consultations, and this is a trend that is likely to persist. Telemedicine not only improves access to care, especially for patients in rural or underserved areas, but it also allows GPs to manage their time more effectively. However, the challenge will be maintaining the personal touch that is so important in primary care while leveraging digital solutions.
Overall, the future of healthcare is one where technology and personalisation will play a much larger role. The challenge for healthcare providers, whether they are plastic surgeons, GPs, MSK specialists, or dentists, will be to balance innovation with patient-centred care.
What’s one piece of advice you would give to aspiring business professionals in your field?
If I had to offer one piece of advice to aspiring business professionals in healthcare, it would be to remain adaptable. Healthcare is a dynamic and rapidly changing field, and the ability to adapt to new challenges, regulations, and technologies is essential for success. When I started my career in healthcare, I quickly realised that the traditional ways of doing things were not always the most effective. Being open to change and willing to embrace new ideas has been key to my personal growth and the success of Nexus Healthcare.
In addition to adaptability, I would also stress the importance of understanding the unique needs of the healthcare sector. Healthcare is not like any other industry—it’s about people’s lives, and every decision you make can have a significant impact on patient outcomes. Keeping that in mind will help you make more informed and ethical choices as you navigate the complexities of the healthcare industry.
Lastly, don’t underestimate the importance of building strong relationships. In healthcare, trust is everything. Whether you’re dealing with clients, partners, or patients, building a reputation for being reliable, knowledgeable, and empathetic will take you far. Business professionals who can combine strong interpersonal skills with a deep understanding of the healthcare landscape will be well-positioned for long-term success.
How do you ensure your practice complies with the latest healthcare regulations and standards?
Compliance with healthcare regulations is a critical aspect of running any healthcare business, and it’s something we take very seriously at Nexus Healthcare. The regulatory landscape in healthcare is complex and constantly evolving, with different requirements depending on the sector—whether it’s cosmetic surgery, GP services, or dental care. Our approach to compliance is proactive rather than reactive. Instead of waiting for regulations to change and then scrambling to adapt, we keep ourselves informed about potential regulatory shifts and prepare our clients accordingly.
One of the first things we do when working with a new client is to conduct a comprehensive audit of their operations. This allows us to identify any areas where they may be at risk of non-compliance. We look at everything from patient data protection protocols to clinical safety standards and ensure that all processes are aligned with current regulations. For example, in plastic surgery, where there is a high level of scrutiny due to the invasive nature of the procedures, we make sure that clinics are following the latest guidelines from regulatory bodies such as the General Medical Council (GMC) and the Care Quality Commission (CQC).
We also focus on staff training and development. Ensuring that everyone, from administrative staff to healthcare professionals, is aware of their regulatory responsibilities is essential for maintaining compliance.
Finally, we implement robust monitoring systems that allow our clients to continuously assess their compliance. This is particularly important in areas like patient data management, where regulations such as the General Data Protection Regulation (GDPR) require constant vigilance. By using digital tools to track and monitor compliance metrics, we help our clients stay ahead of potential issues and avoid costly fines or reputational damage.
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How do you envision the role of innovation and creativity in healthcare practice?
Innovation and creativity are going to play an increasingly central role in the future of healthcare. The healthcare landscape is changing rapidly, and the ability to think outside the box will be crucial for both improving patient care and managing operational challenges. At Nexus Healthcare, we are constantly exploring new ways to help our clients stay ahead of the curve, whether that means adopting new technologies
