Susan Marshall - director of integrated governance
How long have you worked in healthcare?
I started working in healthcare about 30 years ago. I originally began in operating theatre nursing, before becoming an orthopaedic theatre sister at a large district general hospital.
How long have you worked for Care UK and what does your job entail?
I’ve worked for Care UK for nine years. As director of integrated governance in the healthcare division, I am part of the group which monitors standards across our services. I also chair the Integrated governance leadership team, which brings together governance leaders from all other divisions to assess the quality and standards across the Care UK group.
What do you think are the most important aspects of the service Care UK provides to the people you care for?
Beyond ensuring the actual treatments are carried out properly and to a high standard, providing the right kind of care in the right place at the right time is also vital. This means that resources are used properly and in the most efficient way possible to provide the best patient experience. The employees delivering the treatments need to be skilled and caring, which leads to the best experience possible for patients.
What do you believe high quality care means?
To me, high quality care means excelling in all these things. Well conducted procedures and infection control are vital of course, but this needs to be combined with compassion and understanding from those treating patients.
What are the main drivers and innovations behind improving care?
Resource efficiency will continue to be important, providing care in the most appropriate setting. This could include assessing if inpatient treatment can actually be delivered just as effectively in a day surgery setting, for example. Continued integration and a more joined up approach to clinical and social care will also contribute to improved standards.
What part of the healthcare experience do you think is most important?
Patients will always remember the treatment they are given by care providers, so it is vital that those on the front line treat patients with empathy and understanding, combined with excellent clinical care.