Our New Patient Services Manager

Profile of Charlotte Leonard, Patient Services Manager

Charlotte Leonard, the new Patient Services Manager at The New Queen Street and Stanground Surgeries does her utmost to resolve patient concerns.

She has a wide background in patient contact, having been a receptionist for two years and in a management support role for a further five, so she understands the needs of the patient and the workings of a GP surgery.

She joined The New Queen Street and Stanground Surgeries in July and her experience, at another Lakeside practice, means that she was already used to the policies and procedures that are in place.

She has spent time getting to know the teams and patients and says that, particularly since Total Triage was introduced, that patients are generally happier with the care they are receiving.

She said: ‘I moved here for career progression and the team here have been really welcoming and supportive. I knew I wanted to have a role which was all about the patients and this was the right fit for me.

‘In reception you try and identify and resolve any concerns quickly, but sometimes things need further investigation or more attention, and that ins really what my role is about. Understanding patients, listening and trying to find a way forward, the works for the patient and practice.

‘It is about being organised, calm and compassionate. A lot of concerns can be dealt with by a simple phone call to the patient. It is about getting their story and seeing what we can come up with and try and get them what they need. I always try and resolve things at an early stage before the process becomes formal, but we do have all the proper systems and processes in place to deal with issues that patients want to bring up.