• Carla Custons-Cole

    Development adviser

    Carla started her career in a health authority working in clinical audit, clinical governance and peer view. Since then she has managed projects, maintained support networks, designed and delivered programmes of training.

    Carla is a highly effective communicator, trainer and facilitator with nearly 20 years experience of working in primary care at a national and local level. Her style is calm, engaging, approachable and flexible enabling her to design group sessions which complement different learning preferences. Her enthusiasm maintains interest and attention in all the training and facilitation she delivers.

    As a trainer within our practice team development team Carla has helped practice reception and admin teams to meet a number of the 10 high impact actions including working smarter and introducing care navigation and signposting enabling patients to see the most appropriate clinician for their health need. These sessions have received excellent feedback and the programme is being organically evolved to offer additional courses to a wider audience.

    Carla maintains excellent client relations with NHS organisations across the South. She is regional adviser for Wessex providing support to the local office and its respective CCGs and practices. Carla has introduced new ways of working and coached practices across the South West to work innovatively. She has ensured the successful embedding of new roles such as clinical pharmacists in general practice to reduce pressures on GP time.

    Carla is very passionate about personal development, encouraging and supporting both individuals and teams to reach their fullest potential.

     

  • Charlotte Goodson

    Adviser

    Charlotte has over 20 years’ experience in the health sector locally, regionally and nationally.

    She has worked with Department of Health-led committees in developing pharmaceutical services regulations and was seconded to the DH to write the guidance to accompany the NHS (Pharmaceutical Services) Regulations 2012, focussing on both pharmaceutical needs assessments (PNAs) and the determination of applications for new or additional pharmacy and dispensing appliance contractor premises. These documents formed the basis of the current DH documents relating to the NHS (Pharmaceutical and Local Pharmaceutical Services) Regulations 2013, as amended (the 2013 regulations).

    She is recognised as a national expert on 2013 regulations and the preceding regulations and runs local and national events focussing on various elements of the regulations including  PNAs, market entry and rurality. She is currently updating the NHS England pharmacy manual.

  • Tracy Green

    Adviser

    Tracy has 24 years management experience of which 11 have been working in Primary Care.

    Tracy has provided management and leadership to several practices within Devon and has experience of turning around vulnerable practices in terms of patient experience, financial balance and employee engagement.

    Tracy has been the federation manager for a group of 7 practices spanning 68k patients and was involved in a CCG wide bid to deliver improved access.

    Tracy has been a Care Quality Commission specialist advisor for over 3 years being part of over 50 inspections and focussed, follow up inspections. Alongside this, Tracy has provided national primary care training and has been a peer Appraiser for Practice Managers.

    Prior to working in Primary Care, Tracy worked in the utilities and insurance sectors managing contact centres, service redesign and process improvements.

    Tracy achieved Chartered Fellow with the Chartered Management Institute and was recognised as the 7th most inspirational Practice Manager in 2017.