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Member profiles

There are more than 200 members of the HOPE network working to improve patient experience across the UK.  In this section, members talk about their roles and explain why they work in patient experience.

ceinwen-gilesCeinwen Giles, Director, Shine Cancer Support

What is your role at work?

At the moment I’ve got quite a few roles. I am a founding Director at Shine Cancer Support, a charity that supports adults in their 20s, 30s and 40s who have experienced cancer. I also do freelance work on patient involvement. And I’m a Trustee of the Point of Care Foundation.

Read Ceinwen’s profile in full 

Sarah HigsonSarah Higson, Patient Experience Lead, Ipswich Hospital

What is your role at work?

My role covers all forms of feedback to enable service improvement, including surveys/FFT; complaints/PALS/bereavement teams; involvement & engagement (patients and community); family carer lead; EDS and diversity champion; Schwartz Round facilitator as part of link with staff experience.

Read Sarah’s profile in full 


John Dale LLB (Hons), Chairman of the Forum, National NHS Complaint Managers Forum

What is your role at work?

My role is to organise the work of the National NHS Complaint Managers Forum which despite its name has also Patient Experience and PALS managers amongst its membership.

The Forum is free to join and to attend the conference we put on. Two of these are for Complaints Managers and one for PALS and Patient Experience Managers. I also send out a monthly update of information to members and try to deal with any questions they have.