Service Improvement Team

We aspire to delivering effective and efficient healthcare in which patients and users always feel cared for, safe and confident.

Our Health Board embraces continuous improvement and we see our values being the golden thread that determines how we will work - one of which is supporting others to be ‘always improving’. This means we have to think differently and give everyone at every level the skills they need to lead change. 

The Service Improvement Team is there to Help

We work across ABMU Health Board in supporting individuals and teams to focus on what matters most to our service users and staff, and to improve access across the whole healthcare system using evidence-based care. Our role is to: 

  • Build service improvement knowledge and skills
  • Promote use of measurement to diagnose and understand the current systems
  • Develop measures for improvement
  • Support service design and tests of change
  • Produce a library of evidence and good practice

The team has a range of expertise, made up of service improvement leads and an information team supporting information and measurement.

Individual Profiles

Linda Reid, Head of Innovation and OD

Leads the service improvement team.

I have the privilege of leading a team whose prime role is to help staff think differently, giving everyone at every level the skills they need to lead change that improves patient care. So please contact us.

 I have in depth experience of working in improvement at an operational and supporting level from my time as an operational manger in Anaesthetics and Critical Care through to my supporting role working nationally for the Audit Commission, Welsh Government and now locally for ABMU Health Board. During that time I have developed experience and skills in the Model for Improvement, critical thinking, viewing systems, understanding variation and relationships….And I have changed the way I think - moving away from being solely on individual performance and onto systems. What did Deming say ‘Each system is perfectly designed to give you exactly what you are getting today.’

In ABMU we’re creating a culture of excellence and continuous improvement is one element of that. However, our journey is about changing behavior and involves a wider organisational development (OD) approach. My split role in OD helped to link the need for teamworking and strong leadership to drive improvements in patient care and safety; together with the staff member on the ground feeling passionate about their job, committed to the NHS and this Health Board, and who puts discretionary effort into their work. Its vital we listen to staff – how true is ‘80% of of improvement potential comes from front line staff ideas’.

Contact: Mobile Number 07976 681248


Melanie Andrews, Service Improvement Lead

As part of the ABMU Service Improvement team I support staff to apply evidence based improvement methodology and critical thinking in their areas of work. I currently have a particular focus on supporting teams in Princess of Wales Hospital.

I have a very broad experience of healthcare delivery from working in a number of organisations across the UK and Australia; for the first 20 years as a Physiotherapist in both acute specialist and rural community service roles. The most recent 10 years have been spent in Improvement and development roles that included time at NHS Wales improvement Agency, NLIAH.



Gaurav Shinde, Service Improvement Lead

I am one of the Service Improvement leads, working alongside clinical and non –clinical teams in understanding and improving their processes using improvement methodology. My approach and philosophy revolves around bringing data, people and process design together to deliver efficiency and consistent quality. It is a great experience learning about so many processes and contributing a little to the care patients get. Working with the ward staff on Board Rounds process was in particular very rewarding personally. Recently my work has been more focused on improvements in cancer pathways.     

I am a mechanical engineering graduate and completed my masters in Lean Six Sigma for Process Excellence. Prior to starting in the NHS in September 2014, I have worked in Semiconductors, Railways, and Ship Maintenance.



Lisa Williams, Service Improvement Lead

I commenced in the Service improvement team in August 2014 initially as an Information Analyst and now work as a Service Improvement Lead.  My current work focus includes facilitating the development of Ambulatory Emergency Care Services, developing/integrating and delivering service improvement training, and supporting teams as required across the health board with a focus on Neath Port Talbot Hospital. I have a particular strength in measurement for which I am a strong advocate.

After completing a BA (Hons) Business Studies I started my working life as a Management Information Analyst for an insurance company.  In June 2004 I commenced my career in the NHS working for Antenatal Screening Wales and have this team to thank for setting me on my current career path of service improvement. Since then I have spent 4 years working as an Information Analyst in Public Health, acquired my Masters in Public Heath which introduced me more formally to the founding principles of service improvement , 4 years working as a Senior Data Analyst for the 1000 Lives Campaign, staying on board with that project as it evolved into 1000 Lives Plus.  It was during this time I started to develop my service improvement skills more broadly. Prior to my first role within ABMU Health Board I spent 2 years working as a Macmillan Project Lead for the Chemotherapy and Acute oncology Project for the South Wales Cancer Network.



Chris Jones, Improvement Science Practitioner, Cancer Services.

I was recently exposed to Improvement Science methodology as part of the Welsh National Flow Programme. Instantly bitten by the improvement bug, I embarked on a new career as an Improvement Science Practitioner for Cancer Services at Singleton Hospital, Swansea. I am currently working on several projects within this area whilst continuing with my Improvement Science Practitioner training in parallel to this.

I am a registered pharmacist and prior to changing career paths was the Patient Services Manager for Morriston Hospital Pharmacy department.



Barry Appleton, Clinical lead for Quality Improvement

I am a colorectal surgeon working mainly at Princess of Wales Hospital.  I was privileged to spend a year as a Health Foundation Quality Improvement Fellow on sabbatical at the Harvard School of Public Health and the Institute for Healthcare Improvement in Boston, USA, learning about all facets of Quality Improvement.  Since return I’ve provided clinical input into our Improvement team and am currently engaged in trying to change the conversations that all staff have, looking to increase the profile of improvement thinking, whilst concentrating on trying to remove burden and challenge the “learned helplessness” that many staff feel in our risk-averse, scrutiny and assurance driven environment.  I hope that I can encourage you to become involved in ‘always improving’; one step at a time.  I promise that you’ll find it fascinating, energising and more fun than putting up with many things that frustrate both staff and patients.



Emma Smith, Service Improvement Information Manager

I am responsible for the Service Improvement Information team; who are there to provide guidance and support in the use of information for quality improvement. I actively promote measurement for improvement, through working directly with staff across the health board and being involved in the delivery of quality improvement and measurement training. Although I work across all areas of the health board, I have had specific involvement in Unscheduled Care information and improvement.

Prior to starting in the team in September 2014, I spent six years as an information lead supporting healthcare commissioning and public health in West Yorkshire, latterly supporting them in service improvement. In that time I completed a Masters in Health Informatics which covered the use of information and technology in supporting and improving healthcare. Before joining the NHS in 2008 I had an information role in the electricity sector.



Andrew Jones, Service Improvement Information Analyst

I have been working in information analysis for the NHS for over 10 years, moving into the Service Improvement Information Team back in June 2014. My role within the team sees me assisting the service improvement leads and supported quality improvement areas, predominantly through the provision of measurement data.

During my years of working within the health boards information team I have become familiar with numerous reporting tools and services. Recently my focus has been in using service improvement methodologies to develop easier ways of presenting information, to help steer health board staff’s way of looking at data.



Sarah Painter, Administrative Assistant

I joined the service improvement team in May 2016. Providing the team with administration support and supporting the planning of events and training and the development of the team’s intranet page. Prior to joining the NHS I have worked in a variety of administrative roles, I have my own hair and beauty business and previously had a medic role in the Army.



Laura Keighan, Service Improvement & OD Facilitator


My background is in Human Resource Management.  I started in this organisation working in an Operational HR role for a number of years before moving into Service Improvement & Organisational Development.  Since then I have had the opportunity to work on a number of high profile OD projects including Chairman’s Awards 2015, Chairman’s Challenge 2016, Long service Recognition, and currently the 2016 National Staff Survey. I am now involving in service improvement initiatives.




Khan Prince, Service Improvement Lead

I joined ABMU’s Service Improvement team at the beginning of May 2017. I have a wealth of experience working in the public sector; for the past eight years I was the Learning and Organisational Development Manager for the City and County of Swansea Council, a large and complex public sector organisation.

I was also responsible for the strategic leadership and delivery of the council wide Innovation and Service Improvement Programmes as well as the development and leadership of the Innovation Community; a large group of key change agents reaching across the organisation. My work in this area supported workforce and organisational improvement and change across the whole Council.

I am an experienced leadership coach and Action Learning Set facilitator and I have worked extensively with new and existing teams on team building and team effectiveness activities. Prior to my time in Local Government I was a Secondary School Teacher and Stock Broker.

I engage effectively across all levels of the workforce to positively influence decisions in order to build success and affect positive change to improve services. 


Lee Talbot, Service Improvement Information Analyst

I have been working within the NHS since the beginning of 2005 as a Software Developer. I was responsible for the design, development and maintenance of a number of ABMU’s in-house administrative systems, predominantly related to the recording of Inpatient, Outpatient and Community & Therapies activity, and the integration of these with national products such as Myrddin and other third-party systems.

In March 2017 I joined the Service Improvement Team as an Information Analyst in an effort to forge a new career path within the NHS. My role is to assist the service improvement leads (and other supported areas) in the best use of measurement data and how to present this information in a meaningful way, using current service improvement methodologies. Having spent many years developing systems that generate masses of data, I feel I am in a unique position to now have to retrieve and make sense of this information for the benefit of the health board.



Our Development Programme

Available to you is a range of information, including tools and resources, which can help in supporting you in your quality improvement.

We offer coaching and encourage staff to drop in or make contact with us.
The Service Improvement Team also delivers two training programmes: IQT and Foundations of Improvement Science in Healthcare (FISH) which leads on to the Improvement Science Practitioner (ISP) Course.


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