Leading with purpose: Celebrating Namarata Malhotra Sawhney, AAPM 2024 Practice Manager of the Year

AGPAL and QIP are proud to be the major supporter of the AAPM Practice Manager of the Year Awards. Recognising the significant contributions made by Practice Managers on a daily basis, we’re honoured to be able to formally support the stand-out achievements of Practice Managers throughout Australia via these annual industry awards.

We’d like to congratulate Namarata Malhotra Sawhney, the inspiring Practice Manager of Deer Park Medical Centre and recipient of the prestigious AAPM 2024 Practice Manager of the Year Award. With dual master’s degrees and a passion for data-driven healthcare innovation, Namarata has revitalised the 45 year-old practice, boosting its performance and reputation.

We’re delighted to share an exclusive Q&A with Namarata where she’s provided us with insights into her professional journey, accomplishments, and the strategies that have set her apart as a leader in practice management.

 

Q. Can you share insights into your background and journey that led you to become the Practice Manager?

My journey in healthcare began when an incredible leader saw potential in me, gave me an opportunity, and mentored me in ways that changed the course of my life. With a double master’s in professional accounting and business administration, I initially planned to pursue my CPA, but I became an ‘incidental’ Practice Manager—and it turned out to be my true calling.

Since then, I’ve had the privilege of managing 20+ specialist practices, building a new healthcare business from the ground up, and now overseeing a 45-year legacy in primary care, it’s been a roller coaster of a journey that has led me to discover my true passion for healthcare.

I come from a place of care and compassion, and every decision I make is rooted in strategy, with the ultimate goal of improving patient outcomes. Early in life, I knew I wanted to do something significant—something worth pursuing. Guided by ancient Indian wisdom, particularly the concept of seva (selfless service), I believe in the importance of giving back and serving the greater good. Everyone I’ve encountered on this journey has shaped my experience and fuelled my goal to create something better than what currently exists in healthcare.

Today, I’m still on that journey, dedicated to giving back to the communities we serve while continually learning and collaborating. My experience spans diverse communities from southeast to west Melbourne, where I’ve gained a deep understanding of different patient demographics and their needs. This understanding has shaped my approach to primary healthcare, and I remain committed to driving meaningful, lasting change in healthcare for the betterment of all.

 

Q. Winning the 2024 Practice Manager of the Year award is a significant achievement. What does this recognition mean to you personally and professionally?

Winning the 2024 Practice Manager of the Year Award is an incredible honour that holds deep personal and professional significance for me.

On a personal level, it’s a validation of the years of hard work, dedication, and resilience I’ve poured into healthcare management. This award serves as a reminder of the passion that drives me every day—to create meaningful, lasting improvements for patients, staff, and the broader community. It’s also a moment to reflect on the support of mentors, colleagues, and teams who have played a pivotal role in my journey.

Professionally, this recognition reinforces my commitment to excellence in healthcare leadership. It’s a testament to the value of strategic thinking, compassionate care, and collaborative teamwork. I see this achievement not just as a milestone but as a motivator to continue innovating, mentoring others, and advocating for advancements in primary care.

Ultimately, this award is more than a personal accolade—it’s a symbol of the collective impact we can make in healthcare when we lead with purpose and prioritise patient outcomes. It inspires me to keep striving to set a high standard for myself and the practices I manage.

 

I come from a place of care and compassion, and every decision I make is rooted in strategy, with the ultimate goal of improving patient outcomes

 

Q. For Practice Managers aspiring to excel in their roles, what advice or words of encouragement would you offer based on your own experience?

For Practice Managers aspiring to excel, my advice is rooted in three key principles: adaptability, empathy, and continuous learning.

First, embrace adaptability. Healthcare is an ever-evolving field, and being open to change—whether it’s adopting new technologies, adjusting to regulatory updates, or managing unexpected challenges—can set you apart. The ability to pivot while staying focused on long-term goals is invaluable.

Second, lead with empathy. As a Practice Manager, you’re at the intersection of patient care, staff wellbeing, and operational efficiency. By genuinely understanding the needs of your team and patients, you can create a supportive environment that fosters trust and collaboration. Empathy builds stronger teams and leads to better outcomes for everyone.

Lastly, never stop learning. Whether it’s seeking mentorship, pursuing professional development, or learning from mistakes, staying curious and committed to growth is essential. The more you invest in yourself, the more you can contribute to your practice and community.

Remember, the role of a Practice Manager is both challenging and rewarding. Celebrate the small wins, stay grounded in your values, and always keep the bigger picture in mind—making a positive impact on the lives of patients and your team.

 

Q. With the $5,000 travel voucher prize, have you made any decisions on how or where you plan to use it? Any exciting destinations or experiences on the horizon?

Winning the $5,000 travel voucher is such a wonderful opportunity, and I’m incredibly grateful to AGPAL and QIP for sponsoring it. Travel has always been something I deeply value, both for the experiences it offers and the lessons it brings. Now, traveling with my son has added a whole new layer of meaning to it. In fact, he’s already visited seven countries in his two short years—so it’s safe to say we have the travel bug!

One destination that’s been on my mind is South Africa. I’ve heard so much about the safaris and the chance to experience nature in such a raw and beautiful way. It would be a memorable adventure to share with my son, and an opportunity to introduce him to the wonders of wildlife and the importance of preserving it for future generations.

Ultimately, for me, travel is about creating meaningful experiences and memories with my loved ones. It’s about connecting with the world and learning from it, and I look forward to where this voucher may take us next. I am grateful to AGPAL and QIP for presenting this voucher that opens the travel opportunities for me and my family.

 

Q. How extensive has your accreditation process been, and over what period have you been actively involved in it?

The accreditation process has been both thorough and rewarding, and I’ve been deeply involved for several years. I view it as a continuous journey of quality improvement, which is vital not only to maintain accreditation but also to drive ongoing advancement in patient care and operational efficiency.

I work closely with our teams to stay aligned with the evolving standards required for accreditation. As part of the self-assessment process, I begin early and focus on systematically gathering the necessary evidence, ensuring that all staff are engaged and aligned with the practice’s objectives. This collaborative effort is essential in maintaining compliance across all areas of the practice.

Maintaining commitment to the accreditation process has embedded a culture of continuous improvement within the practice. This ongoing effort is integral to achieving sustained excellence, enhancing patient outcomes, and fostering a collaborative and growth-oriented environment for our team.

 

Q. As an accomplished Practice Manager, what is your top piece of advice for someone who is just starting their journey in this role?

My top piece of advice for someone starting their journey as a Practice Manager would be to focus on building strong relationships and effective communication with your team. The role can be multifaceted and fast-paced, and it’s crucial to establish trust and open lines of communication from the beginning.

Take the time to understand the needs and strengths of each team member, as well as the unique challenges they face. This will not only help you create a more supportive environment but also allow you to effectively manage and address any issues that may arise.

In addition, don’t be afraid to ask questions and seek advice. The learning curve can be steep, and it’s important to lean on your peers, mentors, and the broader healthcare community. Surround yourself with people who share your passion for healthcare and quality patient outcomes, as they can provide invaluable insight and support.

Finally, stay adaptable and open to continuous learning. The healthcare landscape is always evolving, and being able to navigate change and embrace new ideas will help you stay ahead in your role and ultimately create a positive impact on your practice and patients.

 

Q. In your experience, which AGPAL resources have proven to be the most beneficial to you and your practice, contributing to your success as a Practice Manager?

In my role as Practice Manager, I’ve found AGPAL’s resources invaluable for staying up-to-date and maintaining the highest standards of practice management. One standout resource has been the “Coffee with Gary” series. This webinar series, hosted by Gary Smith AM, brings together experts and peers in the field to discuss the real, everyday challenges we face in practice management. The informal, round-table discussions offer practical advice on everything from operational issues to financial management. It’s a fantastic way to stay informed, share experiences, and find solutions tailored to our unique needs in general practice.

In addition to “Coffee with Gary,” I also make regular use of AGPAL’s accreditation tools and templates, which help streamline the process of meeting and maintaining accreditation standards. These resources make the journey of continuous quality improvement more manageable, ensuring our practice is always aligned with evolving healthcare standards.

Overall, AGPAL’s support has been essential in helping us achieve and sustain success, making sure our practice remains focused on improving patient care and maintaining operational excellence.

 

Q. When preparing for accreditation, what were some key learnings you gained, and how did AGPAL assist in overcoming any challenges that arose during this process?

When preparing for accreditation, one key learning was the importance of starting early and thoroughly understanding the standards. AGPAL’s support played a crucial role in overcoming challenges. Their Client Liaison Team provided clear guidance on how to meet specific accreditation requirements, and their timely responses to any questions helped keep us on track. The accreditation hub was an invaluable tool, allowing us to organise and track progress, ensuring we didn’t miss any critical steps.

A significant challenge I faced was aligning our team’s efforts and ensuring all areas were covered during self-assessment. AGPAL’s resources, such as customisable templates, action plan and evidence collection tools, helped streamline this process. They guided us in gathering and presenting evidence effectively, which ultimately made the process smoother and less stressful.

Through AGPAL’s continuous support, we learned that accreditation is not just a one-time event but a long-term commitment to quality improvement. This mindset has been key in maintaining high standards and continually improving our practice, ensuring that we’re always focused on providing the best care to our patients.

 

Q. In your role as a Practice Manager, what strategies or initiatives have you implemented to enhance patient satisfaction and overall experience across your medical centres?

One of the key strategies I’ve focused on to improve patient satisfaction is ensuring that our reception staff are the best possible representation of the practice. Patients want clear communication and guidance on the next steps in their health journey, and it is essential that our reception team is equipped to handle these interactions confidently and empathetically.

The reception team is never the last to know. Whether it’s a change in policy, procedure, or even patient flow, I ensure that they are the first to be informed. This approach builds their confidence and ensures they can communicate effectively with patients, offering clear guidance and resolving concerns with authority and compassion.

I’ve also invested in continuous training for our reception staff, focusing on communication skills and problem-solving techniques to help them handle any situation that may arise. The result is that our reception team excels in managing patient expectations and providing a seamless experience from the first point of contact.

By empowering our reception team in this way, we’ve seen a significant boost in patient satisfaction. Patients feel reassured when they interact with a well-informed, compassionate team member, and that translates into a more positive experience for everyone involved.

And let’s be honest—sometimes, patients only want to speak to reception. Patients feel valued when they interact with someone who has the answers, which leads to higher satisfaction. They find comfort in knowing that the person on the other side of the phone is someone they’ve met, someone they trust, and someone who truly understands their concerns. Reception isn’t just the front line—it’s the heart of our practice, and we’re all better for it.

 

Q. Balancing the diverse responsibilities of a Practice Manager can be challenging. How do you prioritise tasks and maintain effective communication within your team to ensure smooth operations and quality patient care?

In today’s fast-paced healthcare environment, juggling multiple priorities is par for the course, but it’s how you manage them that makes the difference. My approach blends a strategic focus on patient care with the flexibility to adapt as challenges arise.

I’ve embraced a “lead with clarity” philosophy. This means that clear, frequent communication is essential, not just between Practice Manager and the team, but among all teams.

When it comes to prioritising, I think of it as managing a series of “patient touchpoints.”

If something directly impacts the patient experience, it takes precedence.

After all, happy patients start with happy, informed staff. But I also make time for innovation. I empower my team to think outside the box and initiate new solutions for operational challenges. For example, I’ve introduced ‘weekly huddles’ where we address needs, brainstorm solutions, and share any feedback from patients, which keeps everyone agile.

In an age where information travels at the speed of light, I encourage a culture of openness and real-time feedback. By ensuring that my team is well-equipped, well-informed, and involved in decisions, we’re able to create an environment that fosters patient satisfaction, team collaboration, and operational success. Modern practice management isn’t just about being reactive—it’s about being proactive and prepared to adapt with agility.

 

Namarata’s leadership at Deer Park Medical Centre is a testament to her vision and dedication. Through strategic innovations, she has driven impressive financial growth, fostered a cohesive team culture, and spearheaded impactful programs that enhance patient outcomes. Her efforts have not only revitalised the practice’s reputation, lifting its Google rating to 4.5 stars, but also expanded its reach to over 55,000 patients. Her story is a powerful example of the meaningful change that passionate and skilled leadership can bring to healthcare. Congratulations to Namarata Malhotra Sawhney, AAPM 2024 Practice Manager of the Year, for her unwavering commitment to excellence and for inspiring the next generation of healthcare leaders!