New Chief Operating Officer
Ronnette Lucraft has been appointed as Chief Operating Officer of NHS Direct to lead the Trust’s plans to improve its operational efficiency.
These plans aim to reduce our operational costs and increase productivity, whilst maintaining high service quality and improving patient access.
Pioneering new channels
Ronnette took over as Acting Chief Operating Officer, following the resignation of Paula Higson in January this year. Prior to this, she was the Trust’s Commercial Director. Ronnette played a significant role in the swine flu pandemic as NHS Direct’s Executive Lead for the National Pandemic Flu Service (NPFS) which we operated on behalf of the Department of Health. She has also overseen the development of NHS Direct’s online symptom checkers, which are integrated with our telephone service, and pioneered the use of new channels such as web chat and social media forums.
‘Professionalism and care’
Ronnette brings public and private sector experience within communication and new media industries, including BT and ntl (now Virgin Media) to the role of Chief Operating Officer. She comments, “NHS Direct has a unique and well-developed operating model and staff show a high degree of professionalism and care. It’s with these strong foundations that we’ll be able to continue to improve the service we provide patients and the support we offer the rest of the NHS”.
