I joined the University in 1997 to become the founding Clinical Professor of Primary Care and director of the Centre for Primary Health Care Studies. From 1998 to 2023, I also worked as a GP in Coventry in a large inner city practice.

My work spans a broad range of topics within health services research, with a particular focus on improving patient experience, communication, and equity in primary care delivery.

Research interests include:

• Patient-centred care and communication: I have published extensively on doctor-patient communication, patient satisfaction, and expectations in general practice, including highly cited reviews and empirical studies that have shaped understanding of interpersonal dynamics in primary care.
• Urgent and emergency care: My work has explored models of care delivery in urgent and emergency care settings, including the effectiveness of triage systems, the role of general practitioners, and the cost-effectiveness of care pathways.
• Health inequalities and culturally tailored interventions: I am currently a co-investigator on the HEAL-D programme, which develops and evaluates culturally tailored diabetes self-management education for Black African and Caribbean communities.
• Sustainable healthcare and climate change: I am currently the co-PI for the NIHR-funded GPNET-0 study, investigating decarbonisation strategies in general practice to support the NHS Net Zero agenda.
• Digital health and triage systems: Recent work includes qualitative studies on patient experiences of digital and clinician-led triage models in urgent care, contributing to service design and policy recommendations.
• Menopause care and women's health: I have recently co-authored studies examining access to equitable menopause care and the evidence needs around hormone replacement therapy (HRT).

With over 15,000 citations and an h-index of 61, my research has had significant academic and policy impact. I collaborate widely across disciplines and institutions, and my work has informed national consultations, clinical guidelines, and service redesign in the NHS.

I am committed to participatory research approaches, involving patients and practitioners in co-design and evaluation, and regularly contribute to public engagement and policy-facing outputs.