A passionate leader responsible for the integration of PALS, the Complaints Department and PPI into an integrated Patient Experience Team.Operational accountability for the creation, dissemination and sustainability of the Patient Experience and engagement agenda across the organisation and wider healthcare community. Programme lead for our Lived Experience Workforce.

A member of the senior management team within a busy Acute Hospital in Swindon.An active member of the regional complaints manager network sitting withi the South West Strategic Health Authority. Managing the Patient Advice and Liaison Service and Complaints Department within the Trust. Identifying themes and trends and compiling the patient experience reports to the executive Committee and Trust Board. Responsibility for monitoring and improving patient satisfaction and experience using problem solving skills across the organisation. Meeting with the Chief Executive on a weekly basis to sign off formal complaint responses and discuss themes.Meeting with Directorate Managers on a monthly basis and the Director of Nursing on a weekly basis.Champion for Patients and NVQ Assessor in Customer Service.Development and implementation of policy and process across the organisation.Managing the Bereavement Service which offers a compassionate administration Service across the Hospital. Responsible for organising the tendering of Interpreting and Translation Contracts and Hospital Funerals Contracts. Lead for commissioning patient surveys and responsible for analysing and interpreting the results and instigating service changes across the organisation. Trust wide Lead for engagement and involvement.Be aware of national results and publications and how they impact the organisation.Work closely alongside the Marketing and Communication Team and external stakeholders of the organisations.Meeting with Directorate Managers on a monthly basisInvolved with the National Initiative ‘Productive Ward – releasing time to care’ and Exec Lead for the Acute Stroke Ward.Managing the Patient Experience element of merging with a community healthcare organisation across a 750 mile radius.Managing budget and resources within the department.

Reporting to the Associate Director of Patient and Public Involvement within the Commissioning Offices for NHS Service in Somerset.Gathering and analysing patient experience data to compile the quarterly patient experience report and interpreting the results to give a measure of patient and service user satisfaction. Meeting with providers of NHS Services, such as Acute Hospital Managers and Mental Health Teams to monitor and give advice on gathering feedback from service users and implementing change to improve experience.Working alongside the Patient Advice and Liaison Service providing signposting information and advice for patients and their carers.

Extracting and analysing data within a busy Information team of a countywide Mental Health Trust. Reporting to the Head of Information. Querying data and challenging trends to ensure data accuracy.Presenting reports to a high standard for presentation to the management Team. Compiling routine and adhoc reports and Freedom of Information applications. Working to tight deadlines and prioritising workload.Additionally worked in a Psychiatric Intensive care Unit (PICU) for young people and a ward for young adults with severe mental illness and exhibiting challenging behaviour.

Supporting the tenants with maintaining their mental health Wellbeing and tenancies (CMHW) and responsible for supported housing projects across the Somerset region, including budgets, management, audit and assisting with the Supporting People review process (Team Leader).