Joanne Bushell (Birkett) Email & Phone Number

Preston, England, Gb

Leyland, Lancashire, United Kingdom

Staffordshire

West Midlands

Stretford

Bolton

The main responsibility of this role is to deliver divisional performance (operational, clinical and financial) to the required standards across all contact channels and services – including through homeworkers and insourced/out-sourced services - at optimum cost and efficiency within a Division. The post carries operational responsibility for all 9 contact centres and home-based staff within the Division covering the North and for the performance of front line staff including home-workers. As a member of the senior management team l work collaboratively with Operational Development, Clinical, HR and ICT Divisional leads to ensure optimum performance and continuous improvement

As Regional Head of Operations I drew upon my communication skills to the full in developing excellent relationships with stakeholders ensuring that NHS Direct was integral within the local health care provision and contributing meaningfully to the local and national NHS modernisation agenda. These long standing relationships and networks have over time established a working relationship of mutual respect .NHS Direct, as a national organisation, underwent a major organisational change that ensured that our organisation structures provided the most effective and efficient model of delivery across the country. I led the regional project which required the closure of a number of contact centre sites resulting in redundancy or relocation of over 200 staff. This also included the project to move to a new contact centre that amalgamated two separately operating regional sites into one combined region.

Regional Head of Operations for the North West I am responsible for the management of operations of a multi- professional team across a Region consisting of 6 sites, covering a large geographical area. This incorporates the management of all front line staff, both clinical and non-clinical, middle managers and support staff (approximately 400 staff). I am responsible for ensuring that NHS Direct North West complies with all legislative and organisational standards and am responsible for all Health and Safety and DDA compliance.