Claire Shelbourn: Rota manager
Claire's professional journey at Camrose Surgery spans 18 years, starting as a Reception Administrator in 2006. She navigated the complexities of merging with local surgeries in 2018 before the Operose Health merger.
Since joining Operose Health, Claire's role has evolved significantly, with enhanced group support and new systems improving efficiency. The transition has also brought positive changes for Claire and her colleagues, including improved recruitment processes and access to new opportunities. This has improved morale and optimism about the practice's future serving the local community.
What was your role before the merger?
I've been with the practice for 18 years, starting back when it was just Camrose Surgery in 2006. Over the years, I worked my way up from Reception Administrator to Assistant Practice Manager and eventually to Practice Manager.
What was working at CGH like before the merger?
Before the merger, things were already quite hectic. We had merged with two other local surgeries as a partnership in 2018, which brought its own set of challenges as we adjusted to new roles and processes. Patients and staff alike needed time to get used to the changes. So, when the merger with Operose Health came along, it felt like we were better prepared since we had already gone through a significant merging process.
Were you facing any challenges?
Absolutely, we had our fair share of challenges. Managing patient demand and ensuring financial sustainability were ongoing issues, especially with the complexities of merging three practices. People were understandably nervous about all the changes happening over an extended period, and it definitely felt like we were under a microscope.
Did you have any reservations before the merger?
Definitely. There was a concern about losing the close-knit, family feel of our partnership and becoming more corporate. It was an unknown territory, and naturally, I was worried about how it would impact my role.
What was the reality?
We still hadn’t resolved all the challenges of the previous merger before joining Operose Health. There was another learning curve with adapting to new roles, responsibilities, and ways of working. But this time we had access to Operose Health teams to support the transition, while gaining access to better systems through the merger.
Job security, which was a concern initially, turned out to be a non-issue, and overall, the merger came with many benefits, for example better HR systems and communications platforms such as Slack have enhanced our operations. I am more confident about our practices long-term sustainability.
How has your role changed since the merger with Operose Health?
The main change for me has been in reporting and financial control. Previously, as rota manager, my focus was primarily on filling gaps in schedules. Now, I'm much more involved in forecasting and ensuring financial sustainability. I now have a much better understanding of whether I’m making the right decisions to meet demand rather than being reactive in my work. This clarity has given me a greater sense of confidence in my role, especially as we've expanded to manage more sites. Additionally, I've been able to take advantage of new systems, such as a direct engagement system for locum staff, which has streamlined processes and invoicing.
What have been the main differences for you working as part of Operose Health?
After a long period of change, it's been much easier to recruit new staff, which has helped alleviate workload pressures. Overall, the support and resources provided by Operose Health have enhanced our operations and allowed us to be more focussed with the types of work we do in the practice.
What has been the impact on your colleagues since joining Operose Health?
Overall, the team has really come together nicely. We've seen the benefits of being part of Operose Health, especially considering the learning curve from our previous partnerships. As a rota manager, I've noticed a significant increase in training opportunities for clinical staff, which is much easier to access thanks to the resources available within the group. Additionally, we now have access to benefits like an annual pay uplift and funding for Christmas parties, as well as a salary sacrifice scheme for things like cars, which has been a great morale booster for the team.
How do you feel about your future as part of the group?
I'm really excited about the future as part of Operose Health. I love my job and what I do, particularly being part of the NHS. Having additional support, I can tap into has been invaluable, and I appreciate being able to easily connect with people across the wider group. Recently, we've received support from central teams in introducing new systems, which has helped us innovate and improve our the efficiently of our processes. The quick responses and education provided have been impressive. Additionally, over the last few months, our recruitment efforts have seen a boost, with more applicants for salaried GP roles, and the support we've received in managing locum roles and payments has streamlined our internal work, making me feel more confident about our resourcing and service delivery moving forward.
CGH before joining Operose Health
What was your role before the merger?
I've been with the practice for 18 years, starting back when it was just Camrose Surgery in 2006. Over the years, I worked my way up from Reception Administrator to Assistant Practice Manager and eventually to Practice Manager.
What was working at CGH like before the merger?
Before the merger, things were already quite hectic. We had merged with two other local surgeries as a partnership in 2018, which brought its own set of challenges as we adjusted to new roles and processes. Patients and staff alike needed time to get used to the changes. So, when the merger with Operose Health came along, it felt like we were better prepared since we had already gone through a significant merging process.
Were you facing any challenges?
Absolutely, we had our fair share of challenges. Managing patient demand and ensuring financial sustainability were ongoing issues, especially with the complexities of merging three practices. People were understandably nervous about all the changes happening over an extended period, and it definitely felt like we were under a microscope.
Did you have any reservations before the merger?
Definitely. There was a concern about losing the close-knit, family feel of our partnership and becoming more corporate. It was an unknown territory, and naturally, I was worried about how it would impact my role.
What was the reality?
We still hadn’t resolved all the challenges of the previous merger before joining Operose Health. There was another learning curve with adapting to new roles, responsibilities, and ways of working. But this time we had access to Operose Health teams to support the transition, while gaining access to better systems through the merger.
Job security, which was a concern initially, turned out to be a non-issue, and overall, the merger came with many benefits, for example better HR systems and communications platforms such as Slack have enhanced our operations. I am more confident about our practices long-term sustainability.
CGH since joining Operose Health
How has your role changed since the merger with Operose Health?
The main change for me has been in reporting and financial control. Previously, as rota manager, my focus was primarily on filling gaps in schedules. Now, I'm much more involved in forecasting and ensuring financial sustainability. I now have a much better understanding of whether I’m making the right decisions to meet demand rather than being reactive in my work. This clarity has given me a greater sense of confidence in my role, especially as we've expanded to manage more sites. Additionally, I've been able to take advantage of new systems, such as a direct engagement system for locum staff, which has streamlined processes and invoicing.
What have been the main differences for you working as part of Operose Health?
After a long period of change, it's been much easier to recruit new staff, which has helped alleviate workload pressures. Overall, the support and resources provided by Operose Health have enhanced our operations and allowed us to be more focussed with the types of work we do in the practice.
What has been the impact on your colleagues since joining Operose Health?
Overall, the team has really come together nicely. We've seen the benefits of being part of Operose Health, especially considering the learning curve from our previous partnerships. As a rota manager, I've noticed a significant increase in training opportunities for clinical staff, which is much easier to access thanks to the resources available within the group. Additionally, we now have access to benefits like an annual pay uplift and funding for Christmas parties, as well as a salary sacrifice scheme for things like cars, which has been a great morale booster for the team.
How do you feel about your future as part of the group?
I'm really excited about the future as part of Operose Health. I love my job and what I do, particularly being part of the NHS. Having additional support, I can tap into has been invaluable, and I appreciate being able to easily connect with people across the wider group. Recently, we've received support from central teams in introducing new systems, which has helped us innovate and improve our the efficiently of our processes. The quick responses and education provided have been impressive. Additionally, over the last few months, our recruitment efforts have seen a boost, with more applicants for salaried GP roles, and the support we've received in managing locum roles and payments has streamlined our internal work, making me feel more confident about our resourcing and service delivery moving forward.