Open to opportunities

Stephen Clinton

@stephenclinton

Message

Director of healthcare operations, driving performance, safety, and data-led dispatch transformation.

United Kingdom

Message

What I'm looking for

I’m looking to lead healthcare or emergency-operations teams where I can apply demand-capacity modelling, workforce planning, and clinical safety to improve 999/111 performance and technology-enabled patient care.

I lead healthcare operations across emergency and urgent care, shaping day-to-day dispatch performance and long-term service delivery with a strong focus on quality, patient safety, and national standards. I’ve owned end-to-end responsibility for 999 and 111 call triage and response, remote clinical assessment and resourcing, and the operational plans that support frontline teams.

In my most recent senior role, I delivered national performance, financial and quality standards with 450 staff across 7 sites, supporting high-volume demand (3,000 calls and 1,000 remote clinical assessments per day) alongside a £15m budget. I led operational portfolios through major change—expanding the NHS 111 Wales service, creating a Clinical Safety Plan used after the Pandemic, and doubling contact centre capacity while introducing new working practices.

I also bring disciplined data and programme delivery experience, including procurement and delivery of the replacement NHS 111 Wales Patient Management System in eight months on time and on budget. I’ve introduced quantitative demand and capacity modelling using Erlang-C for workforce planning, and earlier roles strengthened dispatch accuracy, training outcomes, and service culture through evidence-led operational redesign.

Experience

Work history, roles, and key accomplishments

Current

Managing Director

Current

Maple Leaf Intelligence Ltd

Jul 2024 - Present (2 years)

Delivering business intelligence for health organisations, including reporting for 999 and 111 operations, clinical queue waits, time to clinical assessment, call flow and telephony performance, and volunteer resource utilisation. Building SQL Server pipelines integrating Computer Aided Dispatch (CAD) and Patient Management System (PMS) data and supporting clinical audit data reporting.

Business Intelligence Reporting 999 111 Operations Analytics Queue Management SQL Server Clinical Auditing

Assistant Director of Operations

Welsh Ambulance Services University NHS Trust

Sep 2017 - Jul 2024 (6 years 10 months)

Responsible for a 999/111 operations division delivering emergency 999 call triage and response, urgent 111 triage, and remote clinical assessment and resourcing for frontline responders. Delivered national performance, financial, and quality standards for 450 staff across 7 sites, and led initiatives including a Clinical Safety Plan for 999 response and delivery of the NHS 111 Wales Patient Manag

NHS 999 111 Call Triage Remote Clinical Assessment Workforce Planning Performance Management Budget Management Project Delivery Pandemic Operations Erlang C Capacity Modelling

Programme Manager, Health Technology

Ministry of Health

Aug 2014 - Jan 2017 (2 years 5 months)

Programme Manager for provincial dispatch technology projects including Computer Aided Dispatch (CAD) upgrades, reporting improvements, and review of medical triage. Advised Emergency Health Services on dispatch operations and strategy and reduced installation time and cost for key technology projects by approximately £0.5m.

Computer Aided Dispatch Upgrade Dispatch Reporting Improvement Cost And Schedule Improvement Program Management

Director of Operations, Service Delivery

British Columbia Ambulance Service

Sep 2007 - Jul 2014 (6 years 10 months)

Directed one of the largest ambulance dispatch operations in North America, with 250 staff across 4 sites handling emergency and routine calls and air and ground responses. Improved 911 call triage quality from 45% to 95%, redesigned recruitment and training to raise trainee success from 50% to 95%, and reorganised dispatch into a single provincial directorate while avoiding £0.5m per year in addi

Recruitment Training Workforce Planning Shift Scheduling Performance Improvement

Head of Operations

South Central Ambulance NHS Trust

Apr 2004 - Jul 2007 (3 years 3 months)

Delivered emergency and routine call handling and dispatch operations, including resourcing for frontline paramedics. Introduced secondary telephone triage using paramedics and local doctors, led demand analysis and future staffing predictions to shape estates strategy, and merged two control rooms.

Emergency Call Handling Dispatch Operations Real Estate Strategy