I joined the NHS as a clinical audit facilitator in 1993, working in the West Midlands. In 1998, I was appointed as United Bristol Healthcare NHS Trust’s (now University Hospitals Bristol NHS Foundation Trust – UH Bristol) first clinical audit manager/coordinator, and thereafter to the positions of clinical governance coordinator, assistant director for audit and assurance, and head of quality (patient experience and clinical effectiveness). I wrote UH Bristol’s current Quality Strategy (2016-2020) and am responsible for overseeing a number of programmes of work described in this document. These include patient experience and involvement, volunteering, CQC compliance, complaints resolution, clinical audit, clinical effectiveness and chaplaincy. I oversee the process of determining the Trust’s annual quality objectives and am responsible for an annual engagement event where we seek input from patients, public, members and other stakeholders so that we understand their priorities. I author the Trust’s annual Quality Account/Report describing the Trust achievements, challenges and ambitions in the field of quality and quality improvement. The nature of my role at UH Bristol means that I am largely in the position of steering programmes of work rather than personally delivering QI projects, however, in the recent times, I have been instrumental in developing a focus on more empathetic resolution of complaints, including the application of customer service principles, and the creation of a patient-facing inclusion and diversity group in response to what I felt was a largely workforce-oriented focus on equalities issues. Last year, with my support, the Trust secured funding from the Pears Foundation to develop a range of new and exciting volunteering opportunities for young people, giving a new generation a first experience of working in the NHS. I regularly deliver QI training to groups of staff introducing basic models, tools and skills (e.g. lean, model for improvement, PDSA, clinical audit).