Heads of Department Spotlight- Head of Clinical Operations

We are pleased to introduce Heads of Department Spotlight, a feature that shares insight into the leaders behind our teams and the work they deliver across Richmond.

Through these spotlights, we aim to provide greater visibility into how our organisation operates, the expertise within our teams, and the leadership that supports the safe and effective delivery of clinical research.

We begin by featuring Tom Marler-Hausen, Head of Clinical Operations.

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Background and career journey
Tom joined Richmond in late 2025, bringing extensive experience from both NHS and private healthcare settings. His clinical career began in cancer and haematology nursing, progressing from junior nurse to matron at organisations including Guy’s and St Thomas’, King’s College Hospital, and University College London Hospitals. During this time, he was involved in delivering novel cancer therapies, including immunotherapy, biological therapy, and cellular therapy. He also contributed to improving chemotherapy safety in clinical environments and acted as Principal Investigator for the eSMART study, which focused on improving the management of patient symptoms during cancer treatment.

Before joining Richmond, Tom held the role of Head of Nursing Operations at HCA UK working under the Chief Nursing Executive on everything from resuscitation to responding to the recent amber blood service alert.

Reflecting on his move to Richmond, Tom describes the role as an opportunity to remain closely connected to clinical care and research while continuing to develop as a clinical leader within a growing organisation.

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Role and responsibilities
The Clinical Operations Department is responsible for the care of trial participants throughout their study journey, from screening through to follow-up. This includes the clinical staff involved in participant care, excluding research physicians.

As Head of Clinical Operations, Tom is responsible for the safe and effective functioning of the clinical unit. His role focuses on ensuring appropriate staffing levels, high-quality training and development, a clean and safe clinical environment, and clinical pathways that meet the needs of both participants and study requirements.

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Approach to leadership and daily work
Tom’s approach to leadership is highly visible and hands-on. His days typically involve time spent in the clinical environment, reviewing priorities, addressing emerging issues, and engaging directly with teams.

He places particular value on clear communication and prefers face-to-face conversations where possible, believing that open discussion supports effective decision-making and strong working relationships.

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What makes Clinical Operations successful
The success of Clinical Operations at Richmond is underpinned by strong leadership and clear accountability.

Ward Supervisors focus on the day-to-day management of the clinical unit, while Clinical Operations Managers oversee study delivery and data integrity. This structure ensures teams have clear priorities and work collaboratively towards shared goals.

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What’s a challenge your team solves that people might not realise

The Clinical Operations team care for participants throughout their trial journey, from screening and treatment through to follow-up. Much like nurses and doctors in the NHS, they are often the primary point of contact for participants and, as a result, represent Richmond in participants’ day-to-day experience of a study.

This is what makes the role particularly rewarding, but it also means the team is often at the forefront when expectations are not met or when challenging situations arise. Clinical Operations staff must manage these moments professionally and compassionately, while continuing to deliver safe, high-quality trial activity.

Beyond direct participant care, the team plays a critical role in anticipating and managing potential issues before they arise. This includes detailed planning and careful review of trial protocols to ensure that study requirements are both achievable and practicable within a busy clinical unit.

The team are expert communicators, helping participants understand what to expect and keeping them informed throughout their stay. This work is highly collaborative, with Clinical Operations working closely with Research Physicians and Volunteer Recruitment to support a positive experience for both participants and staff.

Clinical trial delivery is very much a team effort, and the contribution of those working in Clinical Operations and at the bedside is central to its success.

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Developing and supporting people
While Richmond attracts candidates with strong academic and scientific backgrounds, Tom emphasises that technical knowledge alone is not sufficient.

Caring for trial participants requires empathy, strong communication skills, organisation, teamwork, and the ability to work effectively under pressure. These qualities are central to recruitment and development within Clinical Operations.

Tom also highlights the importance of leadership development from an early stage, noting that leadership is demonstrated through behaviour and accountability rather than job title.

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Looking ahead
Tom sees significant opportunity for Richmond to continue improving processes that enhance both participant and staff experience. He believes streamlining systems will also support greater use of data analytics and future developments in artificial intelligence, while recognising the challenges associated with legacy systems.

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Proud moments
Among Tom’s professional achievements are completing an Executive MSc in Leadership, supporting the safe operation of a cancer hospital during the COVID-19 pandemic, and contributing to the implementation of major clinical IT systems, including EPIC and Meditech. He has also been involved in clinical trials from treatment delivery through to acting as Principal Investigator.

He describes the most meaningful moments of his career as those connected to patient care and the relationships formed during treatment.

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Advice for those considering a career in clinical research
Tom describes clinical research and healthcare as fields that offer opportunities for a wide range of skills and interests. He encourages individuals entering the field to understand their strengths, reflect on areas for development, and view mistakes as opportunities for learning.

He also stresses the importance of purpose and reflection, noting that understanding what motivates you can help build a career that is both effective and fulfilling.

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Outside of work
Outside of work, Tom is actively involved in coaching grassroots sport. He coaches girls’ rugby and his son’s football team and is passionate about creating positive, supportive environments where young people can enjoy and develop through sport.

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