WVPHN would like to congratulate headspace Geelong’s Practice Manager, Laura Robinson, who has just won Australian Association of Practice Management’s (AAPM) National Practice Manager of the Year.
When Laura emigrated to Australia from the UK in 2009, she also embarked on a change of careers from sales and customer service, enrolling in a health administration course the following year, while also working as a medical receptionist. Within three years Laura was working as a Practice Manager, and in 2018 the company she was working for her asked if she could help open what would become the Women’s Health Hub in Werribee. Laura says that setting up the Hub and then winning the City of Wyndham’s Emerging Business of the Year in 2019 was one of her proudest career accomplishments.
More recently, Laura relocated to manage headspace Geelong. While the accolades kept coming, with Laura winning AAPM’s Victorian Practice Manager of the Year in 2021 and then this year winning National Practice Manager.
Reflecting on what it takes to be a successful Practice Manager, Laura says: “I think you need great multitasking skills, good communication, to be organised, emotional intelligence, be an active listener, have problem solving skills, and be really open to change and innovation. I have seen a lot of change over the last 12 years and how far technology has advanced GP clinic processes, so you really need to be open and adaptable to change.”
Working as a Practice Manager through a global pandemic has been challenging, particularly during 2021, which brought more change and obstacles, including COVID-19 screening, vaccines and changes to telehealth. Laura says, “Staff were run down, staff absenteeism due to COVID put extra pressure on the team, there were more patient complaints due to COVID-19 protocols, and staff couldn’t see their family members or take a well-deserved vacation. We all would have loved a break – but there was nowhere to go!”
Despite the challenges, Laura says that what she loves about her job is, “No day is ever the same and it’s so dynamic. Health care is always evolving, and I love being able to use my innovative side. I love being in a team environment and a positive workplace culture is very important to me. Being able to lead and support a team where you feel you make a difference in people’s lives is extremely rewarding.”