Sue Roberts Of the Future Care Group: 5 Things You Should Do To Become a Thought Leader In Your Industry

An Interview With Abe Alon

Practice active listening and engagement. There is a difference between listening to respond and listening to understand. Sticking to the latter is a great way to learn, make change, and move forward, as well as demonstrating empathy and facilitating meaningful dialogue. Cultivating a culture where everyone feels heard and valued creates a sense of community and strengthens relationships, both internally and externally.

As a part of our series about how to become known as a thought leader in your industry, I had the pleasure of interviewing Sue Roberts, Head of Quality and Compliance at the Future Care Group.

Sue embodies over four decades of experience in the healthcare industry. With a career spanning from nursing to management, Sue’s journey showcases a profound evolution in understanding the intricacies of healthcare operations.

Beginning as a nurse in paediatrics and district nursing, Sue’s passion for elder care ignited during her time in nursing homes. Progressing through various managerial roles, including 27 years at BUPA, Sue’s expertise crystallised in quality and compliance management, culminating in her current position.

In her role at the Future Care Group, Sue spearheads compliance initiatives, ensuring homes adhere to legislation while driving continuous quality improvement. Her commitment to innovation is evident in her embrace of technology, reflecting her forward-thinking approach to enhancing resident care.

Sue’s multifaceted role underscores the importance of adaptability and foresight in leadership, qualities essential for aspiring thought leaders and which have earned her several award nominations of late. Her wealth of experience and proactive mindset make her an invaluable source of guidance for professionals seeking to make their mark in the healthcare sector.

Thank you so much for doing this with us! Our readers would love to “get to know you” a bit better. Can you share your “backstory” with us?

My journey in healthcare spans over 40 years, beginning with my training as a nurse back in 1980. I started my career in paediatrics, serving as a staff nurse on a paediatric ward. However, it was during my time as a district nursing sister where I ventured into nursing homes, that my passion for caring for older people was ignited.

Over the years, I transitioned into various roles, gradually assuming more responsibility and leadership positions. From a deputy post to management roles, including a tenure at BUPA where I delved into quality and professional standards management, each step further enriched my understanding of healthcare operations.

Five years ago, I embarked on a new chapter in my career as the Head of Quality and Compliance at the Future Care Group. In this capacity, I have a dual role whereby I oversee compliance efforts to ensure our homes adhere to regulations, while also driving continuous improvement initiatives to enhance the quality of our services.

The most rewarding aspect of my role (which happens daily) is witnessing the impact of our work on the residents’ lives, seeing their smiles, and knowing we’re making a difference. Plus, investing in the development of our staff brings me immense satisfaction, especially when I see their growth and understanding blossom during training sessions, when I see that ‘lightbulb moment’.

Constantly seeking opportunities for innovation, such as integrating technology like the PainChek® app into our care planning system, keeps me motivated to push boundaries and improve our services further. As I reflect on my journey, it’s been eventful, challenging, but ultimately fulfilling, and I look forward to continuing to make a positive impact in the healthcare industry.

Can you briefly share with our readers why you are an authority about the topic of thought leadership?

Spending 40 years in the sector is a great start! My career to date has been a rollercoaster of continuous learning, growth, and impactful leadership. I’ve honed a diverse array of skills, gained invaluable insights, and nurtured passions that have propelled me to lead by example and drive successful change initiatives.

One pivotal milestone was completing a leadership scholarship at the esteemed Florence Nightingale Foundation during the early stages of my journey. This experience not only equipped me with essential leadership principles but also instilled in me a profound understanding of how to influence others positively. Drawing from the knowledge and expertise gained during this scholarship, I’ve been able to shape my approach to leadership, leveraging it to enact meaningful transformations within my organisations and beyond.

I believe my ability to blend practical experience with theoretical insights positions me as a credible authority on thought leadership. By sharing the lessons learned and best practices honed over the years, I aim to inspire and empower others to drive innovation, foster positive change, and lead with purpose.

Can you share the most interesting story that happened to you since you started your career?

There have been lots of memorable moments over the years. However, while I was at BUPA, I led a monumental project that left a huge mark on the organisation. Winning a prestigious award for my contributions was certainly a highlight, but the journey leading up to that moment was what made it truly unforgettable.

The project involved revamping the competency sweeps for registered nurses and carers, alongside co-authoring a comprehensive care planning system. With a tight deadline looming, we faced the daunting task of rewriting and implementing 21,000 care plans within a year — a colossal undertaking that demanded unwavering dedication and meticulous attention to detail.

Despite the immense pressure, my team and I rallied together, pouring our hearts and souls into the project. Countless late nights and tireless efforts were poured into ensuring every aspect of the care plans met the highest standards. As the deadline drew nearer, the intensity only heightened, with the finish line seemingly out of reach.

However, through sheer determination and relentless perseverance, we triumphed. On the 30th of December, amidst the flurry of last-minute adjustments, we completed the final submissions, hitting our target just in the nick of time. The sense of accomplishment and pride that washed over us as we reflected on our collective achievement was immeasurable.

This experience not only showcased our ability to overcome challenges and deliver results under pressure but also reinforced the importance of teamwork, innovation, and unwavering commitment to excellence. It remains a shining example of what can be achieved when passion and determination unite in pursuit of a common goal.

Can you share a story about the funniest mistake you made when you were first starting? Can you tell us what lesson you learned from that?

In the early days of my district nursing career, I encountered a situation that left me both bewildered and amused. During a routine welfare check on one of my patients, who struggled with mental health issues, I found myself in a rather peculiar predicament.

Upon entering the patient’s home, I was greeted not by the patient, but by an unusual odour emanating from the living room. To my surprise, I discovered a cat lounging on the sofa, appearing to be peacefully asleep. Confused by the absence of my patient and the peculiar scene before me, I called out to her repeatedly, only to receive no response.

Just as I was beginning to worry, I spotted my patient strolling down the road, laden with shopping bags. Curious and concerned, I inquired about her whereabouts, to which she nonchalantly replied, “My cat isn’t feeling well, so I went out to get some food and medicine for her.”

It was at this moment that reality struck — the cat on the sofa wasn’t asleep; it was dead. In a comical twist of fate, I found myself faced with the unexpected task of burying a dearly departed feline in the pouring rain, amidst the backdrop of my daily rounds as a district nurse!

The lesson I learned: Always expect the unexpected! The nature of our work often finds us going to extreme lengths to ensure the well-being of those under our care. While burying a cat may seem far removed from the typical duties of a nurse, it underscores the importance of compassion in our day to day.

Ok, thank you for that. Let’s now jump to the main focus of our interview. In a nutshell, how would you define what a ‘Thought Leader’ is? How is a thought leader different from a typical leader? How is a thought leader different from an influencer?

Well, when I think of a “thought leader”, I envision someone you can lean on, trust, and turn to for guidance — a person whose insights and passion leave a lasting impression, much like that one teacher we all remember from school, right? It’s not just about what they teach you; it’s about how they make you feel — inspired, motivated, and ready to tackle anything.

For me, thought leaders aren’t just about giving instruction. They’re about sparking innovation, driving change, and shaping the future of their field. They’re the ones who aren’t afraid to listen to others’ perspectives while articulating a clear vision of where they’re headed.

Thought leaders don’t just rely on their title or position; they earn their influence through their expertise, insights, and ability to inspire others to think differently. They’re like the trendsetters of their industry, always pushing boundaries and staying ahead of the curve.

It’s not just about talking the talk. They walk the walk, too. They’re constantly growing, learning, and adapting to new challenges. And when something isn’t achievable, they’re not afraid to explain why and chart a new course forward.

So, leaders might tell you what to do, but thought leaders? They’re the ones who inspire you to think, dream, and create a better future together.

Can you talk to our readers a bit about the benefits of becoming a thought leader? Why do you think it is worthwhile to invest resources and energy into this?

Becoming a thought leader yields various benefits that extend beyond personal gratification. It’s about spearheading change by engaging with every stakeholder, from frontline staff to top-level executives, residents, their families, and caregivers. Effecting change necessitates garnering widespread support, which is the cornerstone of successful change management.

A crucial aspect of this endeavour is articulating a clear vision while actively listening to others’ perspectives. When individuals feel heard and valued, they are more inclined to align with your vision, fostering trust and solidarity. Trust, a currency earned over time through genuine engagement and empathy, underpins enduring relationships that form the bedrock of transformative initiatives.

These trusted relationships empower thought leaders to drive industry-wide change and shape emerging trends. At the Future Care Group, we exemplify this ethos by pioneering technological integration, such as our partnership between Nourish and the Painchek® app and fostering collaborative learning initiatives with esteemed institutions like the Royal College of Nursing (RCN). These partnerships, built on a foundation of trust and expertise, distinguish us as leaders in our field.

Plus, our alliances with organisations like Alzheimers.org and Dementia Friends, as well as our collaboration with local hospices, underscore our commitment to holistic care and community engagement. These alliances not only enhance our capacity to deliver exceptional care but also position us as thought leaders driving meaningful change beyond the confines of our organisation.

Investing resources and energy into becoming a thought leader is not merely about personal advancement but about catalysing positive change, fostering trust, and forging impactful partnerships that elevate both individual organisations and the broader industry as a whole.

Let’s talk about business opportunities specifically. Can you share a few examples of how thought leadership can help a business grow or create lucrative opportunities?

Embracing thought leadership within our consortium of care homes has been instrumental in enhancing our credibility and gaining trust among our audience. By consistently sharing valuable insights, expertise, and innovative ideas, we’ve distinguished ourselves in the industry, setting us apart from competitors and bolstering trust in our services.

As I mentioned earlier, our commitment to thought leadership has not only solidified our reputation but has also paved the way for lucrative partnerships and collaborations. These collaborations have not only enriched our care team but have also translated into tangible business benefits. When our care homes uphold high standards and deliver exceptional quality care, it not only enhances occupancy rates but also ensures the satisfaction of our residents.

Furthermore, being recognised as thought leaders has facilitated in attracting and retaining top-tier talent. With over 54% of our staff being long-serving members, we celebrate their milestones with us, underscoring our investment not only in resident care but also in our staff, values, and aspirations. This holistic approach to employee engagement contributes significantly to the growth and success of our 18 care homes.

Ok. Now that we have that behind us, we’d love to hear your thoughts about how to eventually become a thought leader. Can you share 5 strategies that a person should implement to become known as a thought leader in their industry?

1. Stay innovative and informed. Keeping abreast of industry trends and advancements is important. Continuous innovation ensures relevance and provides opportunities to leverage emerging technologies and practices. For instance, integrating technologies like the Painchek® app for pain assessment or Myo for enhanced communication, demonstrates a commitment to cutting-edge solutions that improve caregiving practices. Myo is an amazing communication tool which allows us to share messages/photos/special moments with relatives and loved ones. Our care plans are all digital and therefore, always completely up to date in real time.
2. Foster networking and collaboration. Identifying and nurturing great partnerships is invaluable. Recognising skill and knowledge gaps and forging alliances with complementary entities enriches expertise and expands influence. Proactively seeking collaboration opportunities enables the exchange of insights and fosters collective growth and innovation within the industry.
3. Prioritise training and skill development. Empowering your team through training and upskilling initiatives is foundational. Investing in staff development not only enhances the quality of care but also cultivates a motivated and proficient workforce. Demonstrating a commitment to staff well-being and professional growth fosters a culture of excellence and longevity within the organisation.
4. Practice active listening and engagement. There is a difference between listening to respond and listening to understand. Sticking to the latter is a great way to learn, make change, and move forward, as well as demonstrating empathy and facilitating meaningful dialogue. Cultivating a culture where everyone feels heard and valued creates a sense of community and strengthens relationships, both internally and externally.
5. Embrace authenticity. Authenticity is key to building genuine connections and building trust. We are always encouraging residents to share their stories and experiences with us and celebrating this individuality creates a warm and inclusive atmosphere within our homes. Being genuine with residents and consistently going the extra mile helps our carers connect and build trusted, long-term relationships with the individuals they care for. You only need to look at our social media channels to see how engaged and genuine the staff and residents are in their work.

In your opinion, who is an example of someone who has done a fantastic job as a thought leader? Which specific things have impressed you about that person? What lessons can we learn from this person’s approach?

For me, Mother Teresa was an amazing thought leader because she had a strong vision to help the poorest of the poor. She showed incredible compassion and didn’t seek fame or fortune for herself. Her actions and words influenced how people view poverty and humanitarianism. Despite her fame, she stayed humble and real, which made people respect her even more. Her legacy lives on through the organisations she started, showing how one person’s dedication can make a big difference in the world.

I have seen some discussion that the term “thought leader” is trite, overused, and should be avoided. What is your feeling about this?

I understand why some might feel this way, but whole strategies and frameworks have been built around the subject so there is a level of understanding of what it is to be a thought leader. For me, it is about becoming a subject matter expert in your field and then sharing information and insights to your industry for the common good and to inspire others.

What advice would you give to other leaders to thrive and avoid burnout?

It’s easy for work to consume our lives, but it’s crucial not to neglect our families. Being available for loved ones is essential, as they provide support and companionship long after work is done. Taking breaks and engaging in activities like going for a walk can help clear our minds and recharge.

As caregivers, we learn coping strategies for tough situations, but sometimes it’s hard to switch off entirely. It’s vital to support each other and debrief after challenging experiences, like performing CPR. Finding that balance between work and personal life is crucial in professions like nursing. Spending time with family and friends is not only enjoyable but also helps us heal and cope with the demands of our work.

We debrief after every death or traumatic experience in order for staff to be able to unburden that heavy weight from their shoulders. It is also an important exercise for us to understand what went well and what didn’t. With end-of-life care, you only get one shot to get it right. So, if something has not gone to plan, we need to reflect and learn.

You are a person of enormous influence. If you could inspire a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. :-)

I would focus on improving how we treat older people in our communities by getting everyone in our communities more involved. This might be by raising awareness about the challenges seniors face and bringing different age groups together or by encouraging volunteering and organising events where everyone can participate. The key is to help seniors feel connected and valued.

Can you please give us your favorite “Life Lesson Quote”? Can you share how that was relevant to you in your life?

“I shall pass through this world but once. Any good therefore that I can do or any kindness that I can show to any human being, let me do it now. Let me not defer or neglect it, for I shall not pass this way again.” Mahatma Gandhi

Working with the elderly and sick serves as a poignant reminder of life’s preciousness and the importance of making every moment count.

We are blessed that very prominent leaders in business and entertainment read this column. Is there a person in the world with whom you would like to have lunch or breakfast? He or she might just see this, especially if we tag them. :-)

I would like to meet up with Dame Inga Beale to discuss her work around equality, diversity and inclusivity in the workplace.

How can our readers further follow your work online?

https://www.facebook.com/thefuturecaregroup
https://www.instagram.com/thefuturecaregroup/
https://www.linkedin.com/company/thefuturecaregroup/
https://twitter.com/futurecaregroup/

Thank you so much for your insights. This was very insightful and meaningful.