"At the heart of healthcare is the human element, and if we lose sight of that, we risk losing the essence of what we do," Practice Manager Namarata Malhotra shares her insights to kick off 2025.

For Namarata (Nam) Molhotra, Practice Manager, a background in accounting led to a career in healthcare in a journey of discovery, passion, and purpose. From managing specialist practices to fostering team development, she's used strategic insights and leadership skills to create thriving healthcare environments.

In this GPSA interview with the 2024 AAPM Practice Manager of the Year, Nam shares her story, offers advice for fellow Practice Managers, and highlights the importance of balancing operational excellence with compassionate care.

How have you arrived at your role as a Practice Manager? 

"My journey to becoming a Practice Manager was an organic one, guided by a blend of opportunity, mentorship, and personal drive. Initially, I embarked on a different path with dual master's degrees in professional accounting and business administration, intending to pursue a career as a CPA. However, life had other plans, and I stumbled upon the role of Practice Manager almost by accident.

Once I found myself in the role, I quickly discovered my passion for healthcare and managing teams to deliver quality patient outcomes.

"My leadership experiences, strategic approach, and commitment to continuous improvement have shaped me into the Practice Manager I am today, responsible for overseeing a thriving healthcare team that impacts our community positively."

How have your previous roles prepared you for your work as a Practice Manager?

"My diverse background, particularly in financial management and leadership, has significantly influenced my approach to Practice Management. The analytical skills honed during my business administration studies allowed me to develop data-driven strategies, such as optimising revenue and improving operational efficiency. Managing specialist practices also gave me insight into the unique challenges that come with different healthcare models." 

Above all, working closely with healthcare professionals, from doctors to admin teams, has made me an advocate for their development, fostering environments that focus on both patient care and staff satisfaction.

What does GPSA offer our PM members? Why should PMs join GPSA?

For those who are serious about career advancement and improving the healthcare experience, GPSA is a key partner in that journey.

"GPSA provides an invaluable network for Practice Managers, offering resources, training, and industry insights that are crucial for effective practice management. The networking opportunities and access to industry updates are invaluable in helping PMs stay ahead in a constantly evolving healthcare landscape.

"Joining GPSA also opens doors to best practice strategies, professional development opportunities, and a platform where PMs can share experiences, challenges, and solutions."

How can PMs get the most out of GPSA?

"To truly benefit from GPSA, Practice Managers should actively engage with the Community, participate in webinars, and take advantage of the training and resources offered. Attending events like networking sessions with GPSA COO Leonie Chamberlain, GPSA CEO Carla Taylor and forums will also help expand their professional networks.

"Most importantly, PMs should utilise GPSA’s member-only resources, such as templates, toolkits, and industry insights, to implement new strategies or improve processes within their practice. Becoming involved in the collaborative environment of GPSA can be incredibly rewarding for both professional growth and practice advancement."

What is the aspect of GPSA that you get the most from?

For me, it’s the sense of community within GPSA that I value the most.

"The network of peers I’ve been able to connect with has been a source of incredible support and growth. I’ve gained so much from hearing other Practice Managers’ experiences, challenges, and successes. It has humbled me to see the diverse approaches we all take to similar problems, and it’s a reminder that leadership doesn’t always have one “right” path. The shared wisdom and collective problem-solving are what I’ve found to be most rewarding, and I am grateful for the opportunity to both learn and give back."

What do you think are the greatest concerns in the realm of supervision for our members?

"In my experience, the greatest concerns in supervision are often related to maintaining balance—balancing operational efficiency with the need to maintain a compassionate, patient-centred approach. 

"Another challenge is managing the emotional and mental load that often comes with being in a leadership position. I think many Supervisors or Practice Managers struggle with how to lead and support their teams while managing competing priorities. 

The key is to remain grounded, stay humble in our approach, and continually check in with ourselves and our teams to ensure that we are aligned in both our goals and our values.

"Leadership is as much about listening and supporting as it is about guiding and directing."

What messages do you have for your fellow practice managers and supervision teams?

"To my fellow Practice Managers and Supervision teams, I want to emphasise the incredible value of your work. We are often the unseen hands that keep the wheels turning, but the impact we make is profound. We help to shape the culture and environment, influencing everything from the development of GP registrars who are the future in primary health to the overall morale of staff and the outcomes for our patients.

Never underestimate the power of clear communication, empathy, and collaboration within your team. These are the pillars that hold up everything we do and are key to creating a positive, productive atmosphere.

"To the supervision teams—your leadership is crucial. You provide the foundation upon which the rest of the practice stands. By fostering an environment of support, you allow your teams to thrive, innovate, and continuously improve. Your role is not only to guide but to inspire, ensuring that everyone feels valued and empowered to contribute to the growth of the practice and be part of an incredible patient journey."

Finally, do you have any comments or observations for the sector that you would like to share?

"One observation I’d like to share is the importance of patience and humility. Healthcare is evolving rapidly, and it’s easy to get caught up in the pressure to innovate or stay ahead.

But at the heart of healthcare is the human element, and if we lose sight of that, we risk losing the essence of what we do. 

"As Practice Managers, we have the power to dominate environments where our teams feel supported, appreciated, and equipped to deliver exceptional care, which ultimately translates to better patient outcomes. We must remain open to learning, embrace feedback, and approach our work with compassion. Only then can we continue to provide the best possible care and make meaningful contributions to the community."