Here at SWGP we have lots of room for progression. We decided to ask our staff about their career journeys. Our spotlight today is on Louise Masterson, the Service Delivery Manager – PCN & Practice Services at Gainsborough Hall.
Can you give us an overview of what your role entails, and your responsibilities?
I am responsible for overseeing and managing contracts directly linked to our practices and Primary Care Networks (PCNs). These currently include the Resilience Service, PCN Managers, Practice Support, GP in ED, Smoking Cessation (both Prescriptions and Primary Care offer), ECO4, and the Child and Young Person Mental Health Care Coordination pilot project.
In addition, I am the organisation’s registered CQC Manager. My role involves ensuring that all contracts under my remit are delivered effectively, efficiently, and to a high standard.
What was your first role in the NHS, when did you start and how have you progressed?
My first role in the NHS was as a receptionist in a local GP practice. I quickly realised that I loved helping people navigate their care and progressed to assistant to the practice manager and then Operations Managers. I then moved to SWGP where I was the first PCN manager for Arden PCN and Dene and Stour Valleys PCN, which then led me to my current role.
When should staff come to you as a ‘Lead / Manager’?
- Questions – anything about how a service is set up or should run day-to-day.
- Workload or capacity issues – if somebody in your team is overloaded or needs to re-prioritise tasks.
- Scope or remit queries – when a practice asks for something and the team isn’t sure it falls under our service.
- Team members – annual leave approvals, sickness reporting, timesheet or hours queries.
- Escalation / signposting – if someone isn’t sure who to approach with a particular problem, you can either deal with it or redirect them
- Advice – Any general practice management and leadership advice.
What’s a motto you live by, when it comes to your growth/development?
“What if I fall?”
“Oh, but my darling, what if you fly?”
What would you suggest to anyone else in a similar role, who is looking to progress at SWGP?
Get involved in any new projects, push yourself out of your comfort zone and seize opportunities.
Where do you see yourself professionally in the next five years?
I see myself continuing to grow within SWGP, ideally taking on new challenges as opportunities arise. I’m really excited about the direction SWGP is heading and the potential for innovation and change. I hope to contribute to that growth, whether through leading new projects, expanding my responsibilities, or stepping into roles that support our evolving goals. My focus is on staying adaptable, continuously learning, and adding as much value as I can along the way