Lesley Bonney
Abergavenny,Monmouthshire
Summary
Accomplished professional specialising in complaints management and project management, with proven expertise in data analysis and document management. Strong background in customer service and team development, complemented by proficiency in Microsoft Office Suite and Adobe Suite. Experienced in utilising specialised software platforms such as Datix and SharePoint, with a focus on negotiation and change management in government relations. Aiming to leverage administrative oversight skills to enhance organisational success.
Overview
29
29
years of professional experience
1
1
Certification
Work history
Complaints Manager
Aneurin Bevan University Health Board
Newport
2023.11 - 2025.08
- Spearheaded management of patient and family complaints for large NHS Health Board.
- Orchestrated comprehensive complaints process, ensuring timely investigations with clinical teams.
- Authored responses in compliance with NHS Complaint Standards and Health Board policies.
- Collaborated with Legal, Patient Safety, and Safeguarding teams for thorough responses.
- Delivered training on DATIX usage and effective complaint resolution strategies.
- Analysed complex medical information to facilitate accurate and empathetic communication.
- Reported on complaint data trends to inform strategic patient experience initiatives.
- Navigated sensitive cases professionally, maintaining respect for all parties involved.
Medical Examiner Officer (secondment)
NHS Shared Services, Velindre NHS Trust
Newport
2020.09 - 2022.02
- Redefined departmental processes as founding member of medical examination team.
- Coordinated sensitive activities among Coroner's Office, healthcare personnel, and government offices.
- Established complaint policies and guidelines to improve accountability.
- Managed 15 complex cases daily with precision and care.
- Completed 22 professional development courses to maintain high competency levels.
- Processed complex information in emotionally charged situations with suitable responses.
Primary Care Engagement Officer (secondment)
Bowel Screening Wales, Velindre NHS Trust
Pontyclun
2019.10 - 2020.08
- Achieved 34% increase in bowel cancer screening uptake, surpassing 7% target within 12 months.
- Developed outreach methods to enhance patient comprehension of screening processes.
- Created orientation booklet to inform patients about new screening device.
Quality Assurance Administrator (substantive)
Welsh Blood Service, Velindre NHS Trust
Ponyclun
2017.06 - 2019.09
- Introduced automated document control system, ensuring regulatory compliance.
- Transitioned to a custom-built automated system, facilitating team adoption.
- Elected Q-Pulse champion, developed and delivered training on operational change management.
- Received peer nomination for 2019 ‘Excellent Contribution' award for outstanding performance.
Administrator/Front Desk Coordinator
Princess of Wales Hospital
Bridgend
2016.05 - 2017.05
Human Resources Administrator
Fox's Biscuits
Uttoxeter, Staffordshire
2015.05 - 2016.04
Registration Team Leader
Staffordshire County Council
Stafford
2014.05 - 2015.05
Registration Coordinator
London Borough of Hackney
London
2013.01 - 2014.04
Registration & Ceremonies Officer
London Borough of Havering
Hornchurch
2010.10 - 2012.12
Registrar (Births, Deaths, Marriages)
North Somerset Council
2006.01 - 2009.08
Communications Operator
Avon & Somerset Police
Bristol
1996.09 - 2002.12
Education
2 A Levels - Mathematics & History
Soundwell College
Bristol8 GCSEs - English Language & Literature, History, Mathematics, Technical Drawing, Human Biology, German,Design
Whitefield School
BristolCity & Guilds - Word Processing, Spreadsheets & Databases
UK On-Line Centre
Weston-super-Mare, North SomersetRSA & NVQ - Word Processing and Office Skills
Soundwell College
BristolSkills
- Complaints management
- Project management
- Public speaking and communication
- Data analysis
- Document management
- Active listening and interpersonal skills
- Customer service and advocacy
- Negotiation and change management
- Leadership development
- Administrative oversight
- Government relations
- Continuous learning
- Microsoft Office Suite proficiency
- Adobe Suite knowledge
- Datix, SharePoint, CWS, WPAS, QPulse, Visio, Oracle, BSIMS, RON, RSS, SAP, Citrix expertise
- Complaint trend analysis
- Regulatory compliance knowledge
- Report writing
- Policy development
- Quality assurance procedures and understanding
- Stakeholder relationship management
Certification
- Improving Quality Together (Bronze & Silver Awards) Public Health Wales
- Royal College of Pathologists. RCPath MEO Dec 2020
Accomplishments
2015 Fox's Biscuits Gold Award for employee suggestion scheme
2019 Welsh Blood. Team Award for excellence in Quality Assurance
Affiliations
- Gym Swimming Crochet Time with my nieces
References
References available upon request.
Timeline
Complaints Manager
Aneurin Bevan University Health Board
2023.11 - 2025.08
Medical Examiner Officer (secondment)
NHS Shared Services, Velindre NHS Trust
2020.09 - 2022.02
Primary Care Engagement Officer (secondment)
Bowel Screening Wales, Velindre NHS Trust
2019.10 - 2020.08
Quality Assurance Administrator (substantive)
Welsh Blood Service, Velindre NHS Trust
2017.06 - 2019.09
Administrator/Front Desk Coordinator
Princess of Wales Hospital
2016.05 - 2017.05
Human Resources Administrator
Fox's Biscuits
2015.05 - 2016.04
Registration Team Leader
Staffordshire County Council
2014.05 - 2015.05
Registration Coordinator
London Borough of Hackney
2013.01 - 2014.04
Registration & Ceremonies Officer
London Borough of Havering
2010.10 - 2012.12
Registrar (Births, Deaths, Marriages)
North Somerset Council
2006.01 - 2009.08
Communications Operator
Avon & Somerset Police
1996.09 - 2002.12
2 A Levels - Mathematics & History
Soundwell College
8 GCSEs - English Language & Literature, History, Mathematics, Technical Drawing, Human Biology, German,Design
Whitefield School
City & Guilds - Word Processing, Spreadsheets & Databases
UK On-Line Centre
RSA & NVQ - Word Processing and Office Skills
Soundwell College