Katie Hayward
Katie Hayward
I joined goPhysio in July 2019, back in a pre-Covid world, and my role has grown into what we often jokingly describe as the “wearer of all hats”. As Practice Manager, I help keep the clinic, team and patient experience running as smoothly as possible.
Before joining goPhysio, I worked as a Spa Therapist, Spa Receptionist and Assistant Spa Manager in several five-star hotels, including Limewood & the Harbour Hotel, Southampton, which gave me a strong background in customer service, organisation and creating a calm, welcoming experience for people.
At goPhysio, no two days are ever quite the same. I might be supporting the reception team, helping clinicians, checking systems, setting up a new Pilates membership, paying invoices, solving a practical problem around the clinic or making sure the team have what they need to do their best work.
For me, a good day is one where the team leave with smiles on their faces and patients feel looked after. I believe that creating a positive, supportive environment for the team directly shapes the experience our patients receive.
I see the Patient Services and Admin team as a vital part of the goPhysio experience. We are often the first people patients speak to when they are in pain, worried, unsure what help they need or trying to find the right appointment. A warm welcome, calm conversation and helpful next step can make a huge difference.
I try to live out goPhysio’s values by leading with respect, integrity and honesty. I’ll always hold my hands up if I make a mistake, and I work closely with the whole team to make sure we keep improving. For me, Adding Life To Your Years applies to our team as well as our patients — if the team feel supported and enjoy coming to work, they are in a better place to support the people who come through our doors.
The attributes I value most in reception and administration are being friendly, caring, supportive, hard-working, reliable and open. The team are the face and voice of goPhysio, whether welcoming someone into the clinic or helping them on the phone.
Outside of work, I’m a swimmer at heart and a former school netballer, although life with children means much of my time now goes into watching them enjoy their own activities. I also have a BA (Hons) Degree in Sports Coaching and Development from Southampton Solent University, a Level 4 Sports Massage Certificate and previously worked as a pool lifeguard at Fleming Park.
Fun fact / unpopular opinion — I was a die-hard Neighbours fan, my favourite country to visit is Australia, and I love pineapple on pizza.
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