Faith Aliku

Results-driven NHS professional with a strong foundation in healthcare support, patient services, and healthcare communication. Currently serving as Deputy Manager for the Patient Advice and Liaison Service (PALS) at Queen Alexandra Hospital, I lead service improvement initiatives, mentor staff, and resolve complex patient concerns across clinical and operational teams. I hold an MSc in International Marketing from the University of Portsmouth, which enhances my ability to apply insight-led strategies, engage diverse stakeholders, and communicate effectively across all levels of the organisation.

I bring a patient-centred, data-informed approach to leadership and am passionate about improving services through empathy, evidence, and collaboration.

Deputy Manager P.A.L.S (Patient Advise Liaison Service) at Queen Alexandria Hospital (NHS Trust) (2025-02 – Present)

• Lead on resolving complex and sensitive patient concerns, handling an average of 50 enquiries weekly with a resolution rate of 95% within agreed timeframes.
• Supervise and develop a team of four PALS Officers, providing training, case oversight, and performance feedback.
• Produce monthly insight reports for senior leadership, directly contributing to three service redesigns addressing recurring themes in patient feedback.
• Represent PALS at trust forums, ensuring patient experience insights inform service planning and organisational learning.
• Collaborate with complaints, clinical governance, and operational teams to escalate systemic issues and implement joined-up solutions

Medical Secretary at Queen Alexandria Hospital (NHS) (2024-07 – 2025-02)

• Managed clinical correspondence for two consultants, transcribing over 300 dictations and reports with 98% accuracy.
• Coordinated scheduling for patient clinics, ensuring 100% coverage across consultant diaries and minimising appointment backlogs.
• Responded to 15–20 patient enquiries daily, resolving administrative delays and improving patient satisfaction scores.
• Maintained and updated electronic medical records using NHS systems (e.g. eReferral, Lorenzo), improving data accuracy and audit readiness.
• Supported communication between hospital departments and external providers, facilitating timely referrals and follow-ups.

Healthcare Support Worker at Queen Alexandria Hospital (NHS) (2023-08 – 2024-06)

• Delivered direct personal care to an average of 15 patients per shift, supporting mobility, feeding, hygiene, and daily wellbeing.
• Monitored and recorded vital signs with 99% accuracy, promptly alerting clinical staff to early signs of deterioration.
• Assisted in ward procedures and equipment setup, contributing to improved workflow and clinician efficiency.
• Maintained a safe and clean care environment, helping reduce infection incidents on the ward by 10% over 6 months.
• Provided emotional reassurance and support to patients and families, receiving positive commendations from both patients and nurses.

Administrative Assistant at Red Oak Foods (2021-04 – 2022-03)

• Managed calendars, coordinated meetings, and arranged travel for senior executives.
• Prepared reports and presentations, ensuring professional formatting and data accuracy.
• Acted as the first point of contact for clients and visitors, delivering exceptional customer service.
• Handled confidential information with discretion and professionalism.

MSc in International Marketing – University of Portsmouth (2023)

BSc in Public Administration – University of Lagos (2017 – 2022)