Meet the team

We are a specialised and customer-focussed team. With a diverse range of skills, we share a passion for supporting health professionals to better understand the care and service they provide so quality improvements can be implemented. We understand the challenges UK healthcare professionals face and are committed to making each survey experience a positive one.

CFEP was originally formed with the express intention of supporting clinicians to communicate and connect with patients. And we have been helping healthcare professionals to implement feedback mechanisms for more than two decades.

We recognise the importance of the work we do for you and we are passionate about supporting your quality improvement goals and revalidation requirements.

Our team is always available to support and guide you through the survey process. We’re the experts in healthcare surveys.

And you’re at the centre of all we do.

Assoc Prof Michael Greco

PhD, BSc (Hons) B.Theol., Grad. Dip.Teach (Sec); GAICD

Co-Founder

Assoc Prof Michael Greco is the Co-Founder of CFEP and an immensely well-respected healthcare academic in both his home country of Australia and the United Kingdom (UK). His work has been instrumental in the development of robust patient and colleague feedback mechanisms as a platform for improving patient care.

Michael’s academic background is focused on healthcare, evaluation and clinical pastoral education, and includes a PhD in medical education and a Bachelor of Theology. It was an extension of his work on improving patient experience and upskilling of clinicians’ communication skills which brought him to the UK.

Michael was invited to come to the UK by the then President of the Royal College of General Practitioners (RCGP), Dame Professor Lesley Southgate. Michael and his family arrived in late 1999, just prior to the modernisation of the National Health Service (NHS). A key part of this work, as outlined in the new NHS plan, was more focus on patient engagement in healthcare. Michael brought with him his experience of working on patient feedback with the Royal Australian College of General Practitioners (RACGP) in Australia.

Michael served four years as an Associate of Patient Experience for the NHS National Clinical Governance Support Team, and was Head of Patient Involvement for the National Primary Care Development Team (Modernisation Agency). He was also a and Senior Lecturer at the Exeter and North Devon Research and Development Support Unit, Postgraduate Medical School, University of Exeter.

Michael’s passion is supporting those providing care and support to people in positions of vulnerability. His personal journey to become a leading expert on patient feedback methods is fascinating and also provides some insight into the nature of CFEP.

Keith Brimson

Operations Manager

Keith Brimson is a relative new-comer to CFEP UK Surveys, joining the team in early 2018, initially for a six-month contract to cover General Data Protection Regulation (GDPR). As an invaluable member of the team, Keith became the Operations Manager when the opportunity arose. In his time as Operations Manager, Keith has learned just how important patient experience should be in determining a doctor’s development and their revalidation process.

Prior to CFEP UK Surveys, Keith worked within corporate pensions for a national insurance company. In this diverse role, there were many opportunities to travel throughout the UK working as a Client Relationship Manager with trustees and senior personnel of large UK companies and charities. Keith also has experience in running administration teams and as a project manager developing computer systems for the company, skills which he is utilising within CFEP UK Surveys.

Coming from such a different work environment, Keith has witnessed and been impressed by the work ethic and pride that is undertaken within CFEP UK Surveys. In particular, the care and attention to each and every client and report, and how they strive to ensure the accuracy of results. The move to online-based surveys and remote consultations is an immense change for the patient experience. These changes within the industry is what Keith is passionate about, ensuring CFEP UK Surveys and his team adapts appropriately to support clients through these changes as they occur.

Keith grew up on the coast in Devon and after attending university in London, has called Exeter home. Family is very important to Keith and he has two sons with his now late wife. His commitment to his family led Keith to taking the reins at CFEP Surveys in early 2018, adopting a change in career in order to be at home more when his sons needed him most.

Keith is an avid sports enthusiast, who plays golf competitively at his local club. He is also a keen supporter of Spurs and locally, Exeter City. A new love of Keith’s is walking, he is currently completing sections of the South West Coast Path which runs from Minehead in Somerset, along the coasts of Devon and Cornwall to Poole Harbour, Dorset. These instalments are preparation for his long-term goal of completing the 630-mile coastal trail from start to finish.

Martha Gallavan

Bachelor of English (First Class Honours) from Coventry University

Data, Reports & Administration Assistant

Martha joined the CFEP UK Surveys team in 2012. Over the years, Martha has come and gone to pursue other interests but like a boomerang has always returned. Her roles within the company have seen her work across all areas, with everything from administration to data processing and reports under her belt.

Martha has a keen eye for detail and a passion for being thorough, and her love of working with data and building a whole picture of a healthcare professional from their surveys and final reports. Some might describe her work as pedantic, yet it is this skill that sets Martha apart in her excellence for customer service and accurate survey provision. Martha sees final reports as an overall picture of the client, whether it be a practitioner or business as a whole. One of her favourite parts of her job is getting to know each client and having a laugh with them over the phone.

Martha’s keen interest in healthcare, and hunger for learning about the inner workings of practices, clinics and hospitals are satisfied with her role in CFEP UK Surveys. A large component of her current role that she thoroughly enjoys is proofreading the comments received from patients and colleagues. This is largely due to the insight provided into the incredible inter-personal relationships within a client’s organisation. When colleagues write feedback such as “They are a highly skilled and experienced doctor with near superhuman (almost unicorn like) abilities”, Martha always get a great kick out of this camaraderie.

A life-long Devon local, Martha loves to read, game and walk her dog, Luna, a Border Collie. Her passion for Turkish culture takes up a great deal of her time, cooking Turkish food and even learning the language for the past few years.

Sean Andrews

IT Manager

Sean is the team problem solver, who puts himself into the shoes of his colleagues and creates IT solutions to simplify their tasks. During his 10 years at CFEP UK Surveys, Sean has improved workflow, and reduced turn-around times in all stages of the client journey – thus creating better functionality for our clients.

An average day for Sean may involve anything from writing code to minimising internal printing processes and reducing the handling time of new client survey creation with a bespoke IT solution.

Prior to joining the team at CFEP UK Surveys, Sean worked across a range of IT support systems. He began his career at BT, where he developed internal support software, some of which remains in use today by around 120,000 employees. Sean has freelance created and hosted websites, and worked inhouse at South Devon College where he created an internal support system for staff and a self-service solution to enable staff and students to perform common tasks without having to contact support.

Outside of work, Sean is kept busy as a devoted husband and father to four children – upon each of whom he lovingly imposes his passion for home tech. Embracing continual learning about technology and software creation in all aspects of his life, Sean is currently creating an app-based game for mobile devices.

Sue Macnamara

Administration Manager

Sue has been a key member of the CFEP UK Surveys team since 2005. Starting as a temporary data processor, she moved across to the accounts department shortly after. Following a restructure in 2010, her role became more active in the customer side of the business, where Sue remains to this day the main contact for several Trust and long-term clients.

With her in-depth, knowledge and understanding of the ins and outs of the entire organisation and our clients, all of our current employees have been trained and mentored by Sue. And each client will, at some point on their customer journey, be in contact with her. You could say Sue is a pillar of CFEP UK Surveys.

Prior to 2005, Sue with her family was a partner, operator and manager of a high-turnover fuel station franchise. She also has a long history of working in administrative and reception roles, in both customer-focused and business support positions.

Outside of work, Sue enjoys getting out and about, either walking or at live events such as concerts or in the stands at Sandy Park supporting the local Rugby team, the Exeter Chiefs. When she’s not pottering away in her garden, Sue loves to get away with friends on weekends, making use of the spectacular Devon coastline. Particularly in Cornwall, where – weather permitting – she enjoys body boarding.

Lindsay Dudley

Reports Manager

Lindsay has been with CFEP UK Surveys on and off for almost 10 years. Initially she was hired in an administrative capacity – processing applications, and providing customer service and survey setup. Since 2015, her role has been Reports Administration, and more recently Lindsay has transitioned into a managerial position.

Throughout her time with us, Lindsay has worked within each part of the client journey, giving her an appreciation for the survey process as a whole. This knowledge allows Lindsay to assist with any queries or issues should they arise. She is an expert in this niche field and very much enjoys finding more efficient ways to operate and complete tasks.

Lindsay is process driven and a ‘self-identified perfectionist’. Her main role is generating, checking and sending reports to clients. Her knowledge and experience enable her to pick up the most minute of anomalies, and her level of attention to detail comes in very handy when reviewing client reports. Additionally, Lindsay assists in set up and auditing of new surveys and carries out regular audits of all surveys to ensure a high-level of accuracy is maintained in survey data.

Lindsay’s current goal is to run a half marathon (13 miles), and is focused on distance training. If that didn’t keep her busy, Lindsay volunteers for the Guide Dogs for the Blind Association, boarding a guide dog in training on evenings and weekends for 20 weeks at a time.

Louise Coleman

Reports and Development Consultant

Louise’s role for CFEP UK Surveys is focused on product development and reporting. She consults on the design of new survey products and the development of existing ones, ensuring CFEP provide useful and meaningful survey tools and well-presented feedback reports to healthcare professionals and organisations.

Louise commenced with CFEP UK Surveys as a research project administrator, working to evaluate the use of the GMC’s multisource feedback questionnaires for revalidation. Over the years, her role has evolved – working as a Project Manager with CFEP Australia on a nationwide pharmacy patient survey, before returning to the UK where managing reporting and product development became her focus.

The work Louise completes for CFEP allows her skills in attention to detail and problem solving to shine. She finds it very satisfying that her work assists healthcare professionals and organisations to develop and improve, which ultimately has a positive impact on patient experience and care.

As report development is a key aspect of her role, Louise is always pleased to hear feedback from clients regarding their reports. Particularly when they mention that they have been able to use the feedback to inform change to their practice.

Louise grew up in a small, rural village in Devon, but now calls Sunshine Coast, Australia home while working with CFEP Australia and consulting for CFEP UK. Her personal interests include travel, the beach, dogs, wine and cheese.

Publications

Narayanan, A., Greco, M., Powell, H., Coleman, L. (2013) “The Reliability of Big “Patient Satisfaction” Data” Big Data Vol. 1, Issue 3 – https://www.liebertpub.com/doi/full/10.1089/big.2013.0021

Clay, H., Stern, R. (2015) “Making Time in General Practice”, acknowledgements to Louise Coleman, CFEP UK Surveys – https://www.nhsalliance.org/?s=making+time+general+practice+report

Prof. Campbell, J., Wright, C. PhD, Richards, S. PhD, Hill, J., Roberts, M., Norman, G. PhD, Prof. Greco, M., Taylor, M. (2012) “Multisource Feedback in Evaluating the performance of Doctors: The Example of the UK General Medical Council Patient and Colleague Questionnaires”, acknowledgements to Ms Louise Coleman, CFEP UK Surveys – https://journals.lww.com/academicmedicine/Fulltext/2012/12000/Multisource_Feedback_in_Evaluating_the_Performance.14.aspx