I have 19 years of NHS experience and have developed skills in a wide range of areas covering staff management, and have used my experience in process redesign and implementation to completely overhaul the paperwork, data system and processes within the Trust’s Complaints Team. During my tenure i have progressed from the entry role as an Assistant, through to Team Leader and served as Manager for 6 years. I take great pride in my work and have a strong ethos of learning and continuous improvement; working in the field of patient complaints for a significant time has given me a detailed understanding of customer care and how best to deal with people at extremely difficult times. I am personable and friendly, and as a result i have formed a very strong network of staff contacts from all levels of my organisation, which span back to my first role in medical records in 2005 through to the Executive level.