Roodlane Medical

Case study

Roodlane Medical

The UK’s largest provider of privately funded healthcare has doubled its office space and taken on 70 staff at its Prestatyn base.

HCA Healthcare UK, has more than 800,000 patient visits every year with many of those booked and processed by one of the firm’s 230 strong call centre and administrative services team based in Prestatyn.

The decision to invest in Prestatyn as a call centre hub was initially made by Dr Gill MacLeod, CEO of Roodlane Medical, part of HCA UK.

Born in Prestatyn, the daughter of well-known local doctors Douglas and Anne MacLeod, Dr MacLeod decided to set up a small office in the town to support her thriving primary care business in 2008. 

Dr MacLeod said Prestatyn offered a fantastic location to relocate administrative staff from London as it offered excellent transport links along with the prospect of a great work-life balance and committed, hard-working staff.

Of the decision to relocate to the former Kwik Save offices at Trigg House, Dr MacLeod said: "I wanted to give something back to the town that I grew up in. The building was empty when we took up the space back in 2008. We started with just three members of staff."

Since then Roodlane Medical has gone from strength to strength, expanding the number of its GP surgeries and working with corporate clients to provide primary care services and occupational therapy.

In that time Roodlane Medical also became part of HCA UK, and the call centre, which now manages appointment bookings for other parts of HCA UK, employs 230 members of staff, with 70 new team members joining in 2017 alone. 

Dr MacLeod credits both HCA UK and Denbighshire County Council for supporting the expansion of the hub.

She said: "HCA Healthcare UK has done an amazing job here, I started it but they have added extra momentum to keep it progressing.

"Working with Denbighshire County Council on the expansion to provide advice and be the link with the local community has also been really helpful."

On the development of the Prestatyn hub and opportunities for staff, Dr MacLeod said: "I am very proud of our Prestatyn team who play a really important role in a patient's journey with HCA UK. As for staff we are able to offer our team members opportunities to develop their careers with us, and these opportunities will continue as we continue to grow.  There is potential for further expansion and taking on more staff in the future.”

Cllr Hugh Evans OBE, Leader of Denbighshire County Council, said: "As a Council we welcome businesses like HCA UK to the county. We are pleased to see an employer invest in Denbighshire and take advantage of the great location, skilled and motivated staff as well as the great work-life balance.

"As a Council we are open for business and are happy to support and assist businesses like HCA UK in their efforts to create well-paid jobs which benefit the local economy and increase household incomes."

Claire Arnold, 26, of Rhyl, works at the Prestatyn office as a team leader.

She said: "I get satisfaction from knowing I have helped patients. Dealing with patients over the phone and being able to offer them help and advice; simple things like getting an appointment for someone who really needs one or chasing consultant reports, it is really satisfying.

"It is amazing to have a job like this in the area, especially somewhere where I can see myself in five, ten years' time."