Business Hour
Ramsay Health Care Hospital Director, Fiona Thornhill, started her healthcare career in 1989, and since then has worked in a variety of roles leading up to her current position. She shares her journey with Alma Stewart
This year Ramsay Health Care is celebrating its 60th anniversary having opened its first hospital in Australia in 1964. Today, Ramsay Health Care operates hospitals and healthcare services across eight countries. Here in the North West, Ramsay operates five hospitals including Renacres Hospital in Southport and Oaklands Hospital in Salford. Fiona Thornhill, who has been part of the healthcare industry for more than 35 years, is at the helm of three hospitals: Fulwood Hall in Preston which opened in 1987, Euxton Hall which opened in 1983 and Buckshaw Hospital, the newest facility, opened in 2021.
From her home in rural West Yorkshire, Fiona has travelled all over the country working for the top operators in private healthcare. But it was as a customer services advisor where it all began: “When I left school, I was keen to join a blue-chip organisation to gain the experience across a range of areas in particular those relevant to customer services where I knew I could help people,” she said. “I started working for Bupa when I was 19 and have been fortunate to have worked for inspirational leaders who recognised my potential early on and supported my career development.”
Fiona worked for Bupa for 21 years, in customer services and marketing to becoming Head of Marketing in 2008, working between sites based in Salford and Staines: “I was given the opportunity to transfer my skills from customer services to a newly established marketing department as a subject matter expert. I was new to marketing but knew and understood the expectations of our customers and Bupa supported me through marketing training which further enhanced my skills in this area,’’ she said.
Deciding to spread her wings, Fiona crossed to BMI Healthcare as Head of Marketing, this time based in London where she then went on to fulfil roles at HCA Healthcare, Nuffield Health and Cromwell Hospital. “I lived out of a suitcase for many years, working away from home during the week,” Fiona continued. “I had two children back home in Yorkshire but was supported by a wonderful husband who sacrificed his own career to raise our family in the early years. Whilst challenging, this was a particularly rewarding time in my career.”
Following extensive surgery after a knee injury, Fiona realised that such a long commute was not sustainable. She was keen to work closer to home and took on the role as Associate Hospital Director at Spire Healthcare Leeds, progressing to Hospital Director at Spire Cheshire. “I was so lucky to have been mentored by some outstanding people,” Fiona continued. “My mentor during my time at Bupa led a number of Bupa’s businesses. She was a consummate professional with a passion for customer service, who helped me to understand who I wanted to be as a leader and developing my approach and work ethic whilst maintaining an unwavering focus on ensuring the customer remains at the heart of all we do.”
Ramsay Health Care is synonymous with the phrase ‘People Caring for People’ and that is no more evident than with Fiona’s approach and the reason she joined the company: “I have worked at Ramsay since January 2023 and the ethos here is fantastic. My direct line manager and our COO have been instrumental in my progression. They are supportive and give me the autonomy to deliver excellent, safe, care and outstanding customer focus to our patients across the North West. It is inspirational to know that my biggest influences have come from strong, independent women.”
Fiona makes sure the teams at each of her hospitals feel valued. She regularly goes ‘back to the floor’ to shadow in various departments to better understand the patient journey and as Registered Manager, takes her role extremely seriously: “In my time with Ramsay, I have made it my priority to get to know our staff, who each do an amazing job every day. As the Hospital Director, I am fortunate to be able to facilitate and support the team in consistently delivering the best service and care possible for our patients. This includes working closely with consultant colleagues to develop new services to meet the demands of the community,” she added.
Investment in the facilities at Fulwood Hall have been positive over the last 12 months and Fiona is keen to extend investment to Euxton Hall to grow the consultant base and upgrade facilities. The plans for Buckshaw Hospital investment include a focus on diagnostic capabilities which will facilitate swift access to MRI, CT and endoscopy services.
“The Ramsay values permeate throughout the workforce,” she explained. “We all work towards the same goal – patient centric care, which drives a positive culture across each of our hospitals. We have some long serving staff who dedicated many years of care to an organisation which they are proud to say feels like a family.”
Fiona has some exciting plans in mind for the future of the Lancashire hospitals including reintroducing patient forums and supporting the wider communities. She concludes: “It’s a huge personal achievement to be asked to manage three hospitals and there is a great deal of opportunity for future growth and development across each site. I am proud to be in a position to influence the future of these hospitals on their journey to become outstanding.”
