Interview with the Executive Director

Marge Falconer

Marge Falconer

Executive Director,
BMI Thornbury Hospital

I always feel very proud when I receive a letter of thanks from a patient praising us for the care and treatment they have received.

Marge, can you tell us a little about yourself, background and current role?

I am extremely proud to have qualified as a graduate nurse. I started my nursing career in the NHS and progressed up the clinical ladder to be a ward sister in a major London Teaching hospital. I then moved into more managerial positions and left the NHS to join the private sector as a hospital matron.

I have now been a hospital executive director for 10 years and BMI Thornbury Hospital is the fifth successful Hospital that I have led and managed. When I was appointed two years I ago, I was delighted to join one of the company’s largest hospitals in the group, which is also the largest private hospital in Sheffield.

Describe a typical day/week at BMI Thornbury Hospital for you?

When I get up in the morning I never know what is going to happen. 

Every day is different and each day brings new challenges, which makes the job so exciting. My day always starts with a morning ‘comm cell’, where representatives from each department come together for 15 minutes and we talk about the day ahead.
The ‘comm cell’ provides me reassurance that the day is properly planned and all departments are adequately staffed thus ensuring that quality care can be delivered to all our patients.

What aspects of your role do you enjoy the most?

I'm a people person so I really enjoy meeting and chatting with patients, consultants and my staff on a daily basis. I always strive for perfection and love to understand how we can improve the service we offer our patients.

I also enjoy working with the local NHS Trust and commissioners and ensuring that the services we offer are supporting the needs of the local community.

I always feel very proud when I receive a letter of thanks from a patient praising us for the care and treatment they have received. I know then that we have made a difference.

I regularly read comments in our Patient Satisfaction Survey results and I come across things such as, 'everyone very friendly and put you at ease', 'every single person from the receptionist to nurses and consultants make you feel relaxed and special' and 'excellent service'.

I always strive for perfection and I want every patient at BMI Thornbury Hospital to be treated as we would want a loved one to be treated.

How does your role benefit the patients at BMI Thornbury Hospital?

As executive director I am responsible for leading and driving the hospital. I see myself as a role model for all the staff.

I think my nursing background has given me that passion to always put the patient at the centre of everything we do at the hospital; they come first.

I try and instil this in all my staff at BMI Thornbury Hospital and they will often hear me say 'I want every patient in my hospital to be treated as we would want a loved one/family member to be treated'. If we achieve that, then I believe we’ve all done a great job.

Hosp celeb

What has been your biggest achievement at BMI Thornbury Hospital?

This year the team celebrated an incredible 1075 years of long service showing how dedicated and loyal the staff are to BMI Thornbury Hospital. We celebrated the occasion with a hospital ball and a presentation of long service award ceremony.

Many of our patients come back to Thornbury for further episodes of treatment. I think seeing familiar faces and staff really helps relax patients, particularly at a time that can be quite stressful.

What activities do you enjoy outside of work?

I live outside of Sheffield and occasionally volunteer as a healthcare assistant at the local hospice where I live and enjoy just being a nurse again for a few hours.

As I get older I am without doubt starting to enjoy the finer things in life and always on the hunt for a good G&T , fine dining restaurant and quality hotel to escape to for some R&R.

Thanks for your time, Marge. 

BMI Thornbury Hospital offer a wide range of specialities including cosmetic surgery, cancer care and orthopaedic services. You can find their full list of hospital services here.