After many years working in patient experience roles across the NHS, I've learned that some of the most valuable lessons about healthcare come directly from patients themselves. That's what attracted me to IC24 three years ago, and it's still what motivates me today. 

I work as a Patient Experience and Engagement Officer within the Quality, Information Safety and Governance Team, alongside Phil Blake, our Patient Safety Lead. One of the things I enjoy most about my role is being part of a team that is so focused on quality, safety and continuous improvement. It's a supportive team and I've learned a huge amount during my time here.  

My role is all about making sure the patient voice is heard. I analyse patient feedback, support our Patient Engagement Group, work with Patient Participation Groups, identify themes and trends, and share insights with colleagues across the organisation. At its heart, my job is about helping teams understand what patients are telling us and how we can use that information to improve our services. 

More recently, I've taken on an additional role supporting Fran Abrokwa-Frempong in her work as Clinical Safety Officer. This includes helping to develop hazard logs when new systems are being considered for implementation. It's a completely new area for me and one I'm looking forward to developing further as it provides another opportunity to contribute to safe, high-quality patient care. 

One of the highlights of the past year has been working alongside our Communications Team. I really enjoyed helping to create patient information videos, contributing to scripts and supporting filming activities. It was rewarding to see patient feedback directly influence resources that help people better understand NHS 111 and the services we provide.  

I'm also particularly proud of helping to introduce the first Patient Compliment Award at the 2026 Link24 Awards. We hear so many wonderful stories from patients about the care, kindness and professionalism shown by our colleagues, and it felt important to celebrate those individuals who make such a difference to people's experiences.  

What sets IC24 apart for me is undoubtedly the people. I am constantly in awe of the dedication, compassion and professionalism shown by colleagues across the organisation. Delivering urgent and out-of-hours care is challenging, but every day I see colleagues putting patients at the heart of what they do. There is a genuine willingness to learn, improve and support one another, and that's something I'm proud to be part of. 

If I had one ambition for the future, it would be to ensure we make even greater use of the feedback our patients share with us. We collect a huge amount of valuable insight every day. While it's always lovely to receive compliments, some of our greatest opportunities for improvement come from constructive feedback. I'd love to see all of our regions regularly reviewing patient feedback and making changes wherever possible, so patients can see that their experiences genuinely help shape our services. 

Looking back over the last three years, I feel proud of the growing recognition of patient experience within IC24 and the role it plays in helping us improve. Patients are experts in their own experiences. If we take the time to listen, they can teach us an enormous amount. Being able to help amplify those voices, while working alongside such dedicated colleagues, is what makes my role so rewarding. 

Three words that describe my role? 

Listening. Improving. Connecting.