From experience to safer care
Turning patient experience into safer care.
I help maternity services and healthcare organisations turn patient and family experience into safer care, better services and meaningful organisational learning.
Specialist consultancy for NHS organisations, health-tech companies, maternal-health platforms, researchers and policy partners.
Listening is only useful when it leads somewhere.
Healthcare organisations collect more feedback, complaints, incident data and performance information than ever before. The challenge is rarely an absence of information. It's bringing fragmented sources together, recognising what they reveal about risk, safety and experience, and translating that understanding into changes people can see and feel.
In maternity, listening isn't a nicety — it's a safety intervention. Women and families often describe the earliest signs of unsafe care. Used well, patient experience is safety intelligence.
I work with organisations to connect lived experience, clinical knowledge, safety data and improvement practice — so that listening produces learning, and learning produces safer care.
Six ways to move from listening to safer care.
01
Understand how well your service listens and learns
Independent reviews of maternity listening systems, patient-experience governance and the journey from feedback to improvement.
Maternity Listening, Learning & Safety Review →02
Design or improve a service or pathway
Evidence-informed pathway design, gap analysis and implementation support for birth conversations, birth planning and family liaison.
Service & pathway design →03
Build safer, more credible health technology
Clinical, patient-experience and NHS advisory support for AI companies, health-tech developers and maternal-health platforms.
Clinical & NHS advisory for health tech →04
Generate evidence people can act on
Qualitative research, thematic analysis, mixed-source insight, evaluation frameworks and concise reports that inform decisions.
Research, evaluation & insight →05
Develop confident, compassionate teams
Training on listening after harm, birth conversations, family liaison, trauma-informed practice and learning from experience.
Training, facilitation & learning →06
Add specialist insight to a conversation
Keynotes, panels, webinars and advisory contributions on maternity experience, patient safety and responsible healthcare AI.
Speaking & strategic advisory →Clinical credibility, organisational understanding and lived-experience expertise.
I'm an NMC-registered midwife, former NHS matron for maternity patient experience and PhD-qualified qualitative researcher, with more than 20 years' experience in high-acuity maternity care, clinical governance, quality, risk and safety. I understand the realities of frontline care, the responsibilities of senior leaders and the experiences of families when care becomes difficult — which lets me move between the human story and the system around it.
- Strategic responsibility for maternity patient experience
- Senior oversight of complaints, PALS and patient-experience intelligence
- Designed and scaled an NHS birth conversation service
- Established perinatal family liaison within a PSIRF model
- Thematic analysis of incidents, complaints and national-review evidence
- Doctoral research into support needs after traumatic birth
What is your organisation trying to understand or change?
You may already know the problem — or you may have data but no coherent picture, an emerging service that needs a robust model, or a product that needs stronger clinical and NHS grounding. I can help you define the question, identify a proportionate piece of work and produce something your organisation can use.
Discuss a project