Lucy Watts, MBE (@LucyAlexandria)

is our conference opening speaker and presenter of NHS Elect Patient Experience / Quality Improvement Awards at the conference. Lucy is a prominent disability and health advocate, activist and consultant. She’s a committed individual who dedicates her time to making a difference for others. As a disabled young woman, Lucy has to overcome a wide variety of barriers, not least the low expectations of disabled people by others and the lack of accessibility, as well as living with a complex, life-limiting illness causing complex medical needs. Lucy is not one to allow barriers to get in the way and has created a life for herself that is enjoyable and fulfilling and contributes to society. Lucy was awarded Member of the Most Excellent Order of the British Empire (MBE) for services to young people with disabilities in the 2016 New Years Honours and has an Honorary Degree of Master of the University (MUniv) from the Open University for commitment to public services (2018). She is listed in The Shaw Trust Disability Power 100 List 2018 – recognising the 100 most influential disabled people in Britain.

Hugh McCaughey (@HughMcCaughey)

is the National Director of Improvement at NHS England & NHS Improvement. Hugh became Chief Executive of the South Eastern Health and Social Care Trust in June 2009. He was previously Chief Operating Officer and Deputy Chief Executive of the Belfast Trust. Hugh had a long standing interest in Patient/Client Safety and Quality Improvement, leading and participating in a range of strategies, programmes and initiatives at national, regional and Trust level. In particular he has made QI the central strategy for the South Eastern Trust over the past ten years. This is now fully embedded and has led to significant demonstrable improvements in the Trust’s performance across a wide range of clinical, workforce, financial and cultural areas and established the renowned QI Academy. Hugh is a member of the IHI Leadership Faculty, recently supporting the successful STOP programme, aimed at reducing hospital infections across 19 hospitals in Portugal. He was Chair of the N. Ireland Safety Forum and is a founding member of Health Improvement Alliance Europe and UK Improvement Alliance. He also chairs the N. Ireland Cancer Network and the Oncology Transformation Programme.


Steven Walden (@Steven_Walden)

is Managing Director of Strativity in UK and EMEA at Strativity Group, Inc. since 2018. Steven has a career in customer experiences. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. He has project directed over 80 customer experience transformations across industry sectors including award winning (UK CX Awards) and Forrester cited best practice customer experience programs (Maersk and Avios). His experience includes re-designing the Avios experience, strategy CX design for AMEX, journey mapping and management programmes for Stena Line, Memorial Hermann, Merck, Etisalat, Tarmac, Capital One, Virgin Media and British Gypsum. He is the author of Customer Experience Management Rebooted (2017).

Peter Dorrington (@Pdorrington)

is the inventor of the Customer Experience Vector (CXV) - a new and unique method of combining data science with behavioural science to predict customer actions. He is a board-level adviser, information strategist, public speaker and leader with nearly 25 years’ business development and operational experience in BI & analytics, customer experience and omni-channel engagement.
Peter’s work focuses on building customer relationship ecosystems that deliver lasting value for everyone; partnering with communications, QI, OD leaders to design and deliver simple, more human customer experiences that yield quantifiable business results.

Caroline Dove, CEO, NHS Elect is Chair of the conference.

Caroline has spent her entire career working in the NHS. She has worked in secondary care in operational and strategic management, most recently as an Executive Director at Chelsea and Westminster Hospital. She has a passion for service transformation and in the 1990s she led the operational development of the UK's first treatment centre and moved to set up NHS Elect in 2003 to provide high quality, in-house support to healthcare organisations across the country, enabling them to work together to deliver improved services.

Sue Kong (@MarketMingle), Director, NHS Elect is Deputy Chair and speaker organization of the Conference.

She is one of the founding Directors of NHS Elect and leads on marketing, branding and patient experience for its 70 NHS members across the country. She is a CIM Chartered Marketer and has over 25 years’ experience in NHS hospital management and strategic planning at regional level. Her previous posts include Executive Director of Strategy and Planning for North West London Strategic Health Authority. She created the first NHS organization that provides a one-stop shop for all your strategic and operational marketing and communications needs. She has been a Business Insight speaker at Warwick Business School on ‘Marketing in the NHS’, and for the Institute of Directors. Sue also sits on the Editorial Panel of ‘Journal of Patient Experience’, founded by SAGE & Cleveland Clinic, US. Sue is keen to keep up her digital skills and tries to learn a new social media channel every year for engagement.

Award Presenters

Awards are judged by these special guests as well as by the NHS Elect Advisory Board across our membership.

Claire Marshall, Experience of Care Lead in the Patient Experience Team, NHS England and NHS Improvement (@clairem7523)

is responsible for leading the experience of care work for people living with frailty, the NHS Cancer Programme and other workstreams. Claire joined NHS England in August 2017 on a secondment when she led the national Always Events programme. Before that she was Head of Patient Experience at Frimley Health NHS Foundation Trust. She has spent her 25-year career as a Physiotherapist.
Helen Lee, Experience of Care Professional Lead, Patient Experience Team, NHS England and NHS Improvement (@helenlee321_lee) #AlwaysEvents is a qualified nurse with experience of working in both acute and community settings. In her substantive role at Lancashire Care she led the Quality Improvement and Experience Team and the implementation of Always Events®. This included participating in the NHS England Always Event pilot in partnership with the Institute for Healthcare Improvement, Picker Europe and NHS Improvement. Always Events are those aspects of care that are so important to people using services, their families and carers that they should always occur at every interaction with healthcare professionals and the health care delivery system. Helen is passionate about people being at the heart of everything we do, quality improvement and co-producing improvements and Always Events are a fantastic way to bring these 3 things to life. Helen is currently on secondment with NHS England NHS Improvement leading the #AlwaysEvents programme

Robin Davis, Director, NHS Elect (@RobinD100)

Having worked in various senior NHS management roles, Robin combines a realistic outlook with the latest change management thinking to achieve results. He has a good understanding of the competing demands of operational health care management and the challenge of meaningfully engaging clinicians in projects. He is an accomplished facilitator and enjoys the challenge of working with clinical teams to bring about improvements for patients. Graduated from the NHS management training scheme in 2002, and he has an MSc in Health Care Policy and Management. Robin is an expert facilitator with passion for service improvement, service redesign, and coaching.

Joe Blunden, Deputy Director of Marketing & Patient Experience, NHS Elect (@NHSCommsJoe)

Joe is a multi-award winning marketing and communications specialist with over 15 years of experience across a range of industries. He has worked for the NHS for the past 8 years, including marketing, communications and engagement roles in both acute and community settings. Joe has a Professional Diploma in Marketing from the Chartered Institute of Marketing as well as a Diploma in Managing Digital Media and a degree in business. He is also currently studying towards an MBA. Joe managed the successful campaign to get the NHS Choir to Christmas No.1 in 2015, beating Justin Bieber to top spot and raising £300,000 for charity. He also led the NHS Voices campaign in 2018, featuring in a prime time ITV documentary as part of the #NHS70 celebrations.