Name: Emma Pullen
Position: Practice Manager/Owner
Place of work: Sydney Street Medical, Mackay
Tell us about your role and what a typical day looks like?
Like many in regional and rural practices, I fell into the Practice Manager role through my love of helping people. With a career spanning over 30 years in the medical field, including roles in general practice, specialist clinics, pathology, Primary Health Network, Australian General Practice Accreditation Limited (AGPAL), and even the Australian Army – no two days are ever the same.
In 2019, I had the opportunity to become a partner in general practice, and the rest is history. At Sydney Street Medical, I work closely with our Clinical Director, Dr Shuren Taylor, and manage a wonderful team of GPs, nurses, and reception staff to ensure the smooth running of the clinic.
What do you enjoy most about your job?
I truly enjoy the variety of my work and the opportunity to make a difference, both for patients and for the staff I support. I’m particularly passionate about data-driven continuous quality improvement, and I love working closely with all types of medical practices, including Aboriginal Medical Services and outreach clinics.
Supporting others through training and mentoring brings me great satisfaction, especially when it leads to improved health outcomes and stronger community connections.
Is there a particular patient story or experience that has stuck with you?
One of the most rewarding aspects of our work has been seeing how our focus on data and community feedback has helped us tailor a model of care that truly meets patient needs.
We’ve seen increased engagement, especially among previously non-compliant patients, and positive changes in their health outcomes. Watching those shifts and knowing our team contributed to that progress is incredibly fulfilling.
There’s a strong sense of connection and purpose here, and I love being part of something that truly matters and where the impact is visible every day. It’s a privilege to serve our community and to contribute to improving healthcare in our region.
Why do you choose to work in a regional, rural, or remote area?
As a country girl at heart, working in a regional area feels natural to me. I’ve had the chance to work closely with many GPs and clinic staff across our region, which has given me a deep understanding of the unique needs of rural communities.
There’s a strong sense of connection and purpose here, and I love being part of something that truly matters and where the impact is visible every day.
What do you like to do outside of work when you are out and about in your community?
Outside of work, I enjoy spending time on my farm, gardening, cooking, and being surrounded by my family. The peace and simplicity of rural life helps me recharge and keeps me grounded.
Is there anything you would like to add?
I feel incredibly lucky to work alongside such a dedicated and passionate team at Sydney Street Medical. It’s a privilege to serve our community and to contribute to improving healthcare in our region.
NQPHN is proud to support health professionals in our region. Through NQPHN, Sydney Street Medical has adopted GoShare Voice and the Inca shared care platforms to enhance health care.
Sydney Street Medical
Sydney Street Medical is a modern general practice in Mackay and offers comprehensive, patient-focused care. The experienced team provides a range of services, including preventative health, chronic disease management, and minor procedures, in a welcoming and professional environment.
NQPHN uses groundbreaking AI voice technology to register patients to MyMedicare
GoShare Voice helps practices identify patients eligible for voluntary registration