Interview with Lisa Falconer - Clinical Services Manager

Lisa Falconer

Lisa Falconer

Clinical Services Manager,
BMI Thornbury Hospital

I enjoy speaking to patients about their journey, reassuring them and giving them support.

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

I have been qualified now for 22 years and have recently started at BMI Thornbury Hospital as the Clinical Services Manager for inpatient and outpatient care. I qualified in the Royal Navy and spent 18 years in the Royal Navy gaining valuable experience in both surgical and medical specialties.

I went on to become a Naval Officer and soon started to manage my own wards, not just in the UK but also in Bosnia and Iraq. Towards the end of my career I was able to gain experience in recruitment, professional standards and clinical governance. Since leaving the Armed Forces, I have spent six years in the NHS where my skills were put to good use in turning around a failing ward.

My current role as Clinical Services Manager has brought me much more responsibility, managing and leading teams of nursing staff across both the inpatient wards and also oncology, pre-assessment, critical care and consulting suites. This role not only looks at the day-to-day nursing dilemmas and challenges but, it also allows me to challenge myself and the other staff within my teams to how we can be more efficient at what we do and how we can improve on standards of care and the standards of customer service delivered at BMI Thornbury.

I went into nursing to make a difference in some capacity or another.

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

At the moment, I am still learning the ways that BMI Healthcare work, so a typical week at work for me there is always some element of learning, whether that is reading policies, papers, previous minutes or listening to staff talk about practices or visiting another site.

I do try to attend most meetings within the hospital to get a feel for how things work. I also try to get amongst the staff on the shop floor to listen to how the wards and departments are run. There are of course e-mails to answer, phone calls to make and answer, interviews to do, staff meetings (both group and individual).

I am called to see patients who need advice and I do try to introduce myself to the in patients we have that particular day on the wards. There is always time for me to start looking at improvements that I would like to make, that may mean liaising with other people or sketching out how something may work. The days vary according to my diary and the throughput of patients.

What aspects of your role do you enjoy the most?

I went into nursing to make a difference in some capacity or another. I enjoy speaking to patients about their journey, and reassuring them or giving them support, however as a manager I feel as though if I can make a difference to the staff also, in some capacity then that is equally satisfying. I believe that happy staff equals happy patients, so for me the enjoyment comes when I know that my staff are well looked after and all staff are happy in their work. I also enjoy a challenge so I like to keep busy and I like to explore ways of getting the best out of the staff and the systems.

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

My role has a direct impact on patient care. I aim to improve standards – always striving to be the best we can be here at BMI Thornbury. This will have a direct impact on patients as the patient experience, journey and satisfaction improves over time.

Kate and Lisa

What activities do you enjoy outside of work?

I enjoy swimming and walking. I have a chocolate Labrador so he always wants to go out for a walk! I am also the welfare officer and first aider at my daughter’s gymnastic club in Mansfield. I tend to help out there one evening a week voluntary and I do organise all their parties and fundraising events.

Prior to my new job at Thornbury, I did a lot of fundraising for Alzheimer’s Society which included a lot of baking! Baking tends to be the activity I do at home with my daughter to unwind.

Thanks for your time, Lisa.


BMI Thornbury Hospital in Sheffield provides a wide range of services including, cancer care, orthopaedics and cosmetics. Find out more about the services the hospital provides here.