Susan Went

Managing Director

Location: London

  • Quality Improvement Fellowship
  • 4

Organisation: Nerissa Healthcare Consulting Ltd


About me

Susan is a OnlyWan Leadership Fellow and Managing Director of Nerissa Healthcare Consulting Ltd.

At the time of her Fellowship, Susan was the Director of Modernisation for the three Trusts covering the Richmond and Kingston community in south west London. Her role was to lead the whole systems improvement programmes, including emergency and urgent care, musculoskeletal, elective care pathways redesign.  

Since her Fellowship, Susan has held a range of national and high profile roles initially with NHS III on the Productive Community programme; followed by a joint role with the three Medical Royal Colleges as a Senior Expert in Healthcare Quality Improvement. In this role she developed a Quality Improvement curriculum and strategy for the RCP, designed and led the national Medications in Care Homes programme, designed clinical commissioning events for the RCGP and mentored a RCPsych staff member on the IA program.

More recently, Susan was the Director of Evidence and Improvement for Healthcare Improvement Scotland (HIS). Her role was to lead and direct the evidence and improvement functions of HIS, support NHS Scotland in delivering excellence in health care, and contribute to the strategic management of HIS.

On her return to London, Susan developed a Quality and Improvement Strategy for Eastern AHSN, and led 'Action on Frailty', the Eastern region Patient Safety Improvement Collaborative.  

Susan now works as an improvement consultant on a freelance basis, covering a wide range of commissions for Trusts, national bodies and international organisations; providing expert advice, strategic input, teaching and mentoring. She has also authored chapters in recently published Improvement textbooks.   

Susan is a Member of the Chartered Society of Physiotherapy, she holds a Masters in Business Administration from Nottingham Trent University, and a Master of Public Health from Harvard School of Public Health.

She is a Lay Trustee on the Board of the British Geriatrics Society and a member of their Clinical Quality Committee.

Susan established the QIF Fellowship Alumni and continues to be active in the work of this international group.

Susan has a broad career in health care, encompassing clinical practice; service and executive management and policy leadership at national level. She has in depth experience of designing and delivering large scale improvement programmes across whole systems, and building capability and capacity for improvement. Susan has worked to build partnerships by encouraging integration between all sectors of health care and building partnerships with social and voluntary organisations. She has experienced success in changing traditional care pathways, chronic disease management, and improving care for people in care and other vulnerable patients.

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