Passion and expertise: How Tracy’s helping move the dial on healthcare

As a Health Systems Improvement Officer, Tracy Higgins plays a vital role in supporting local GP clinics through Quality Improvement to provide better patient care. Tracy’s a Registered Nurse, so improving patient care is a cause close to her heart and one to which she brings a wealth of first-hand experience. Tracy’s empathy and belief in equal access to healthcare make her an incredibly valued team member of South Western Sydney PHN.

Right where she’s needed

Tracy Higgins knows full well how challenging running a general practice can be. Before joining our team in May 2022, she spent 10 years as a Nurse in general practice in Sydney. Every day, she’d go above and beyond to meet the demands of frontline primary health care. But it took its toll.

“I loved working in general practice. I loved the variety and the people, but in the last two years, I got really burnt out with COVID-19. Like everyone else, I was tired and overwhelmed, and I dreaded going in on a Monday. So, I asked myself, why am I doing this?”

Fortunately, the “why” didn’t change for Tracy, but the “how” did, and it meant she moved from frontline healthcare into a role with us! Tracy’s background means she’s perfectly placed to act as a bridge between GP clinics and our goal of population-level health reform. And Tracy knows she makes an impact by offering considered support and guidance to the 27 South Western Sydney GP clinics within her remit.

“GP practices are often overwhelmed with BAU; they aren’t able to think about improving their processes. I like to think my role helps them look at things a little differently. The GP clinics often really appreciate our help, and it’s great when we can highlight areas for improvement because that flows on to improvements in their care for patients.”

Tracy helps each practice, at an individual level, to find ways to improve using data analytics. Her focus isn’t just on patient outcomes; it’s also on how GP clinics can be better supported. That includes advising them on how to bill correctly so they are properly reimbursed - and can keep their doors open. And for Tracy, doing her bit to enable practices to serve the community is proof she’s working right where she’s needed.

“I love working with the local practices. I say to them, ‘I wish I’d had the time to do this myself when I was a Practice Nurse. But now, I get to help you!’”

A passion for healthcare

Tracy is empathetic by nature and has always been motivated to help people. Even while raising her four sons with her husband, Dale, she was fascinated by the medical field.

“I just loved the original RPA TV show (an Australian documentary filmed at Sydney’s Royal Prince Alfred Hospital). My mother-in-law is a retired nurse, so I often used to read her textbooks. I decided I had every disease in them!” Tracy laughs.

So, when her youngest son was seven, Tracy enrolled in nursing at her local TAFE. Once she’d gained her Enrolled Nursing qualification, she invested the next six years working in a general practice in inner west Sydney.

Tracy had never thought she’d go to university, but at the prompting of a GP friend and nursing colleague, she surprised herself by completing a Registered Nursing degree. Tracy’s strong interest in primary care saw her working for the next four and a half years at a GP practice in South Western Sydney, helping coordinate and run a busy treatment room and vaccination clinics. Throughout that time, she continued to enjoy learning and expanding her knowledge.

And at South Western Sydney PHN, we’re so glad Tracy decided to bring her knowledge and passion to us!

Flexibility to live her life

Tracy, in return, is thrilled she joined our team. Of the many benefits she receives, the most important is our flexible work culture, which allows her to work half the time from home. That means she can spend more time with her two beloved grandchildren.

“Having the flexibility and the level of trust and autonomy is important to me. There have been times when my grandkids have needed minding at short notice, and with my manager’s blessing, I’ve been able to look after them. I’ll still get work done, but I can be available when my family needs it. I just didn’t have that option when working as a Nurse. It’s really refreshing.”

Tracy says the flexible and supportive culture we’ve built has led to a real seachange in terms of the way she feels about working full-time.

“I started at South Western Sydney PHN on May 16, 2022, and haven’t looked back. I’m happier, and that means my husband’s happier, too. Happy wife, happy life, as they say,” Tracy laughs. “I’m better off mentally and financially here, too.”