Meet our… Nicky Leighton

Nicky Leighton, Patient Services Operating Manager at 168 Medical Group!

Hello Nicky. Tell us a bit about what your job role entails?

This is a really tough question as I do a bit of anything and everything! My primary responsibilities are looking after our Reception, Phone Hub and Prescription colleagues, handling all patient feedback that comes into the practice and overseeing the day to day running of the non-clinical teams alongside Sophie Webber. I’ve got a lot of experience dealing with HR issues so I take the lead on some of those, and I’m also passionate about customer/patient comms so I look after complaints.

How long have you worked at your practice and what brought you to Primary Care?

This is a really tough question as I do a bit of anything and everything! My primary responsibilities are looking after our Reception, Phone Hub and Prescription colleagues, handling all patient feedback that comes into the practice and overseeing the day to day running of the non-clinical teams alongside Sophie Webber. I’ve got a lot of experience dealing with HR issues so I take the lead on some of those, and I’m also passionate about customer/patient comms so I look after complaints. I’m still a relative newbie to Primary Care, having joined 168 in November. I used to work in social housing as a Housing Officer and was able to really make a difference in peoples’ lives. I missed that sense of satisfaction in the more commercial roles I’d worked in so wanted to get back to making a difference. When I met Eloise, Becky and Sophie from 168 I just knew I’d found the place for me!

What are the biggest questions for you in Healthcare right now that require big stories to answer?

I think we need to try and empower people to look after their own health where appropriate. It’s been eye-opening to see how many people seem to be dependent on their doctor and get in touch about things they could manage themselves. I’d like to see people taking responsibility for themselves more, allowing healthcare professionals to deal with those who really need help. I also think mental health is a massive issue and one that has been exacerbated by the pandemic. When I worked in housing I worked with tenants who had a variety of mental health concerns, and I met so many patients who ‘fell through the gap’ – not serious enough for in patient care but too severe to manage on their own with pills. I’d love to see a massive investment in low cost/free talking therapy services.

What is the one thing you would love to see happen at Pier Health?

I’d like to see the name Pier Health become synonymous with high quality, patient-focused healthcare. To do this, I think we need to streamline and simplify our processes across practices, merge our training for consistency and recognise and celebrate outstanding service and performance.

What do you do when you are not at work and why?

I’m studying for a law degree through the Open University so that takes up a lot of my time, and I’m a passionate crafter! I love anything creative and can often be found making cards, painting, art journaling, baking, cross-stitching and embroidering! I’m also a crazy cat lady…!

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