Crystal has had programme leadership roles in many public health programmes in developing countries including with the U.S. President’s Emergency Plan for AIDS Relief (PEPFAR). With 15 years of professional experience in programme/project management, strategy, finance and marketing in both the private and public sectors, Crystal brings a broad array of knowledge and skills to her consulting engagements. Most recently Crystal played an integral role in the design and implementation of a new model of Emergency Care at the Waitemata District Health Board. Crystal is a graduate of Harvard Business School.
What would you describe as your area of expertise?
To put it quite simply, making our clients’ lives easier.
At Francis Health we are all well-versed in performance improvement, organisational development and project/programme management. Under this umbrella, my particular strength is synthesizing volumes of oftentimes complex ideas and information into simplified, actionable plans and then doing whatever it takes to equip the team to get it done and integrate the new ways of working into business as usual.
Which projects are you most proud of (and why)?
The project I am most proud of is the Waitemata District Health Board’s Emergency Department Improvement Programme. The process of working hand-in-hand with the ED Leadership Team and front line staff to design and implement a new model of care was incredible. Witnessing the evolution of the team through the process of change and seeing and celebrating their weekly improvements in patient care was incredibly rewarding. Within just two months of launching a new model of care, the team achieved two significant step changes in SSED performance, which they are now sustaining on their own.
How would you describe working for Francis Health
Fun, supportive, empowering and inspiring! At Francis Health there is a special comradery amongst the team that is conducive to both professional and personal fulfillment. Every day I think about how fortunate I am to work with such a talented, brilliant and fun bunch of people where everyone at all levels jumps in and gets their hands dirty, no matter what the task. Francis Health (and my very supportive husband) also makes it possible to do what often seems impossible – balance a challenging and fulfilling career outside of the home with being a mom to three incredible children. I am proud to tell my little ones about what I do and who I work with every day.
What are you currently working on?
Currently I’m working with the Bay of Plenty District Health Board on an Acute Flow Improvement Programme at Tauranga Hospital. This work is focused on optimizing the acute patient’s journey from hospital to home to achieve even better patient outcomes and experience. I am also fortunate enough to have the opportunity to work with the New Zealand Artificial Limbs Service (NZALS) on their 2016 Service and Documentation review. As part of this work, I am leading a survey of Physiotherapists to collect and analyse their views on current and best practice physio support. This effort will assist NZALS in ensuring the most impactful, efficient and consistent support is provided across its five centers throughout New Zealand.
What gets you out of bed in the morning?
The smiling faces of my children, New Zealand and its humbling majesty that puts life’s little problems into perspective, the chaotic adventure of each new day as the mom of three small children, and while it may sound cliché, the satisfaction I get from working to help improve