From nurse to business owner – taking the complexity out of compliance

With the launch of my new website, I thought this might be a good time to introduce myself and tell you a little about my background and the work I do.

Sometimes I can almost see people’s eyes glazing over when I tell them I’m an independent regulatory compliance expert. To many, compliance may seem to be quite a dry subject but actually working in this area is very interesting and rewarding. Yes, I’m working with businesses to ensure that they’re running their operations in line with international standards. But in many cases, I’m also helping them transform their businesses and run their activities more efficiently and effectively.

I’ve worked in regulatory compliance for more than a decade now. Originally trained as a nurse, I spent 10 years as the quality manager for a large private healthcare provider, ensuring consistently good CQC ratings and ISO certification/recertification for my employer. It was a demanding job but one I relished. I thoroughly enjoyed working in the healthcare sector. From my perspective, I was able to directly contribute to improving service delivery and patient care, which brought a huge amount of job satisfaction.

A few years ago, I had the opportunity to branch out into independent consultancy work in the compliance field. This has involved work in a wide variety of sectors, including housing, car leasing and fleet management, manufacturing and, of course, healthcare. I’m now running my own consultancy business (QualityExcellence Ltd), advising clients on how to prepare for ISO certification, recertification and CQC inspections. As an independent advisor, I often spot issues that have been overlooked internally and work with clients to put corrective actions in place before an audit.

Understanding the challenges of compliance

Having worked as a quality manager in-house for many years, I understand the challenges of managing regulatory compliance alongside a busy day job. Preparing for ISO certification or a CQC inspection is often very time-consuming. As an independent advisor, I can take that stress and work off my clients’ shoulders.

I understand what’s required to achieve a successful outcome, what the auditors are looking for and the questions they are likely to ask. For example, when an auditor asks, ‘How do you keep your patients safe?’, healthcare providers are often thrown by such a broad question. But I understand what type of evidence and documentation the auditors are looking for, and I work with clients to ensure they have all the right policies, procedures and systems in place and can evidence this.

If you don’t understand what documentation and evidence is required, this could result in non-conformities during an ISO certification audit. For CQC inspections, the impact can be even more devastating – potentially shutting down your whole operations in the most extreme circumstances (although this wouldn’t be the case for a simple non-conformity).

Drawing on my in-depth knowledge of ISO standards, regulatory frameworks and the latest legislation, I advise my clients on what’s required of them, so they aren’t caught out with any unexpected issues.

Common pitfalls to avoid

The devil is often in the detail. Organisations are sometimes tripped up by issues that can be resolved relatively easily. Version control issues are common problems I encounter in my work. For example, I’ll find that a printed version of a policy or procedure doesn’t match the copy stored online or the old version has not been archived. This might seem like a small point but, in compliance, it could lead to non-conformities being raised.

Sometimes clients simply feel overwhelmed by the requirements involved in ISO certification or a healthcare audit. My job is to demystify and simplify the process.

I work with a lot of small to medium-sized businesses. ISO standards apply to organisations of all sizes, from sole traders to multinationals but it’s a myth that all organisations need the same level of documentation. Many smaller firms don’t need the same systems or documentation in place as larger organisations. A simple spreadsheet might suffice for many tasks. As your firm grows, you’ll need to adapt but, for many small businesses, compliance doesn’t need to be costly or complex.

Never just a tick-box exercise

Compliance should never be just a tick-box exercise. As well as demonstrating that your business is operating to the highest standards, it’s also an opportunity to streamline your processes, improve efficiency, deliver better customer service and ensure sustained growth. Many of my clients tell me that the work we’ve completed together has saved them money and time, as well as helping them run their businesses more efficiently.

As an independent advisor rather than an agency or large consulting firm, I’m able to provide a personalised service for each client, building a detailed understanding of their business and ways of working. I can provide support from the planning stages onwards, including drafting new policies and processes, conducting pre-audit workplace walkthroughs and if requested,  providing support through attending external audits.

I can also support clients through specific parts of the process. For example, one firm needed urgent help one week before a stage 2 audit for ISO certification. For the initial audit, they used compliance templates bought online, but, unfortunately, this did not provide the auditors with sufficient details. Ultimately, the stage 1 audit flagged many non-conformities. Despite the very tight timescales, I was able to help the client address these non-conformities and achieve a successful outcome with the stage 2 audit.

Working with clients across the UK

Much of my work can be carried out remotely. In fact, I work with clients all over the UK and one client in Australia! However, when appropriate, I can also visit many clients to conduct pre-audit  inspections, internal audits and offer support during external audits.

I really enjoy the variety of working with clients across a whole range of sectors. I specialise in supporting small to medium-sized businesses. With outsourced support, my clients have access to specialist compliance advice without the financial cost of hiring an in-house quality manager or governance advisor. Having worked ‘on the other side’ in-house, I understand the practical realities businesses face. So, my advice is always guided by the latest regulations but also by what’s practical and feasible.

Compliance should never add unnecessary amounts of bureaucracy or red tape. If you’re a business owner, it should help you run your operations to the highest standards while also helping you improve efficiency, quality and customer service – whether you’re serving patients in primary care or selling consumers products or services. Ultimately, compliance is a win-win for everyone involved.

Learn more about my ISO consultancy services or CQC compliance support.