Mandy Dawley's Profile

(Head of Patient and Carer Experience and Engagement)

I am employed as the Head of Patient and Carer Experience and Engagement. My role involves overseeing the Patient Experience Team which includes complaints  and PALS, patient and carer experience and the Trust Chaplaincy service.  I have a very interesting, challenging and varied role where I work with patients, carers, service users, staff and partner organisations to listen to lived experiences in order to share best practice and learn, act and improve upon the services the Trust provides. 

We are experiencing challenging changes within the NHS and I'm keen to be actively involves in listening to and communicating with staff to provide a voice as Staff Governor. I believe that the role of Staff Governor is helping to complement the ongoing work involving patients, service users, carers and staff within the Trust. My view is that change should be transformational, engaging and involving patients, service users, carers and staff is fundamental to successful service delivery.

I began my career in the NHS as a GP Fundholding Assistant, where i audited general practice accounts. I then worked in a few GP surgeries as a GP Fundholding Manager where I was responsible for managing  the  practice accounts. It soon became apparent that my skills were more suitable aligned to working with people to make improvements to healthcare which moved my career towards service improvement and change management roles. I have worked in local, regional and national organisations in a variety of services improvement roles were I have supported NHS teams to make positive changes to NHS services. In 2017 I was successful in being appointed  to my current role where I still get to support the improvement of NHS services but the voice of the patient, service user and care have a strong influence on informing how these changes might look.

Outside of work I am married to Roger and have 21 year old twins Jordan and Olivia. I love cycling and socialising with my family and friends