Caroline Ward

Background

About Caroline Ward

I am currently serving as an Interim Practice Manager, responsible for streamlining operations and optimising both clinical and administrative workflows. My remit includes enhancing patient experience, ensuring secretarial processes meet the highest standards through training and development, and embedding new systems that improve efficiency and service delivery. I also oversee the financial aspects of the practice, ensuring billing accuracy, minimising debt, and implementing policies such as payment prior to service wherever possible. I train and support the secretarial team to follow these procedures consistently. I specialise in delivering training for new and existing secretaries, covering key areas such as practice management systems, advanced secretarial skills, and payment processes—with a strong focus on best practices and compliance, including CMA / Article 22 and GDPR. My training role involves visiting practices across London to present and deliver training both in person and via Microsoft Teams. I collaborate with the operations team to support continuous improvement initiatives, streamlining processes and modernising outdated methods to improve data collection and efficiency. I’ve developed a dedicated department website for essential training resources and protocols. To support ongoing development, I’ve created a suite of training videos for our internal learning portal, as well as detailed documentation and presentations enhance secretarial knowledge and growth.