Tell us about your role at Capita Local Public Services?
I am the partnership director at the Central London Community Healthcare NHS Trust contract and I am also responsible for building a health business for Capita. I have worked for Capita for 2.5 years right from the start of this contract. It is really unique and it’s the only one of its kind in whole of the NHS.
What is your biggest success or proudest moment at Capita?
Achieving our increased customer satisfaction scores last September! Outsourcing in the NHS sometimes has a lot of baggage which we felt might influence how staff perceive the services we deliver for them. Not only has their satisfaction gone up with the overall partnership from 68% to 86% but some of
the scores for the individual services were brilliant such as 91% satisfaction with the IT service, 86% for estates and 80% for HR. We also did an analysis of our first two years as a team and were really proud that we had achieved organic growth of nearly 20% in just that time in additional services.
If you could describe Capita in three words, what would it be?
Full of opportunity
What do you like most about your role?
The people I work with and the fact that we have a real partnership. We have internally run this arrangement with CLCH as one business which we have gripped in total despite us being from all over the company. That has enabled us to come together and really integrate to the best effect for our client. The team of people I work with from all over Capita have made that happen voluntarily. I also really treasure that we are supporting the NHS and our private sector values and good practice is really helping to generate great social value and savings for them.
Tell us something people might not know about Capita Local Public Services?
It’s a big family with always someone to help you out!
Over to you…
When you were a child, what did you dream of being when you grew up?
“Changing the world” was the general theme but no specific roles – I was very fortunate as a girl growing up in the seventies to have parents who really believed in equality. I would say “Daddy I want to be an air hostess” and he would say “Why not be the Pilot?”, “Mummy I want to be a nurse –and she would say “Why not be the doctor?”. I was always encouraged to stretch my horizons and I was the first woman in my family to go to university.
What do you do in your spare time?
I am the only child of now two very elderly parents, one whom have has been very disabled for the last 20 years so I spend a lot of my time supporting them. I am also a great cricket and baseball fan and love UK and US politics, Jane Austen and Picasso with a passion. So it’s a rotating theme of those things really!
If you had to eat just one meal for the rest of your life what would it be?
Something really simple but so full of flavour like proper Shepherds pie or cheese and pickle sandwiches with lovely granary bread or prawn cocktail.
What was the best piece of advice you ever received?
Trust yourself, be yourself and always stay curious
Tell us something people might not know about you
At the time when I was first appointed as a chief executive in local government, I was the youngest woman ever to be appointed and for the council I worked at, I was their third woman CEO. I think at the time you could count the numbers of women CEO’s in LG on two hands. I knew each of them personally! I then went on to run three more councils, work as a DG in the Cabinet Office and then set up my own charity that led me to meet Hillary Clinton (and I took my mum to meet her too!)