Open to opportunities

Maria Afrah

@mariaafrah

Project and service improvement professional driving multi-site healthcare transformation through resident experience, governance, and process redesign.

United Kingdom

Message

What I'm looking for

I’m looking for a healthcare-focused role where I can own multi-site service improvement, strengthen governance and complaints processes, and collaborate with senior stakeholders to deliver measurable improvements in patient/resident experience, efficiency, and operational performance.

I’m a results-driven project and service improvement professional with experience delivering multi-site operational projects in regulated healthcare and care environments. I focus on improving resident experience through governance, stakeholder management, and practical process improvements—especially where complaints handling, escalation, and service quality need to become more efficient and compliant.

In my current role as Resident Experience and Feedback Officer, I led and coordinated the Gold Standards Framework (GSF) project across 18 care homes—managing timelines, audits, stakeholder engagement, and operational delivery to support accreditation readiness. I also led a large-scale resident activities reshuffle across multiple homes, strengthening inclusivity and alignment with resident wellbeing objectives, while redesigning the organisation’s complaints structure and escalation processes with senior leadership to improve efficiency and accountability.

I bring confident delivery across complex environments, facilitating governance and project review meetings, monitoring progress against action plans and KPIs, and escalating risks when needed to protect outcomes. I work closely with senior leadership teams, regulators, suppliers, and multidisciplinary stakeholders, including the Care Quality Commission (CQC), Local Authorities, and Ombudsman services, and I design training for managers on investigations and governance procedures. I’m PRINCE2 Agile Foundation certified and currently developing further through Lean Six Sigma Yellow Belt training.

Experience

Work history, roles, and key accomplishments

Resident Experience and Feedback Officer

Greensleeves Care

Jul 2024 - Apr 2026 (1 year 9 months)

Led and coordinated the implementation of the Gold Standards Framework (GSF) across 18 care homes, managing timelines, audits, and stakeholder engagement to support accreditation readiness. Redesigned complaints and escalation processes, monitored resident feedback and service performance data, facilitated governance meetings, and trained managers across multiple locations.

Resident Experience Project Coordination Audit Management Stakeholder Management Governance & Compliance Community Engagement Resource Planning

Private Patient Coordinator

Moorfields Private

Feb 2022 - Jan 2024 (1 year 11 months)

Coordinated operational, digital, and marketing projects across departments to improve service delivery and operational efficiency. Supported Salesforce implementation/troubleshooting, monitored KPIs and budgets, coordinated events and campaigns, managed rota and workforce planning, and trained staff.

Project Coordination Stakeholder Management Digital Transformation KPIs Budget Management Campaign Planning Marketing Operations Video Marketing Workforce Planning Supplier Management

Patient Pathway Marketing Assistant

Bank Partners

Dec 2020 - Feb 2022 (1 year 2 months)

Supported operational, patient pathway, and marketing projects in collaboration with senior leadership, clinical teams, and external agencies. Produced reports and dashboards for service performance monitoring, conducted market research and patient insight reviews, and supported system functionality improvements with IT teams.

Project Planning Status Reporting Reports And Dashboards Statistical Analysis Market Research Competitor Analysis Patient Insight Reviews Stakeholder Engagement Data Analysis

Data Officer

Bank Partners

Jan 2020 - Aug 2020 (7 months)

Coordinated research and operational projects by managing project documentation, reporting systems, and data analysis processes. Produced statistical reports, maintained project databases, supported recruitment and marketing initiatives, and liaised with multidisciplinary teams and external stakeholders to meet compliance standards.

Project Coordination Data Analysis Statistical Reporting Database Management Project Documentation Research Operations Compliance Support Recruitment support Marketing Support

Admissions Clerk

Bank Partners

Apr 2019 - Jan 2020 (9 months)

Provided project coordination support across operational and marketing initiatives for patient engagement and referrals. Managed meeting schedules and action tracking, produced management information for board meetings and operational reviews, and supported onboarding and training for new staff.

Project Coordination Planning & Scheduling Action Tracking Analytics Campaign Coordination

Finance & Office Assistant

Engine Creative Consultants

Sep 2017 - Apr 2019 (1 year 7 months)

Finance and office support role at Engine Creative Consultants within the stated employment period.

Compliance and Sales Officer

Premiere Recruitment

Oct 2014 - Sep 2017 (2 years 11 months)

Compliance and sales officer role at Premiere Recruitment within the stated employment period.

Compliance Sales Coordination

UNISON Intern

UNISON

Sep 2013 - Dec 2013 (3 months)

Internship at UNISON within the stated employment period.

Education

Degrees, certifications, and relevant coursework

University of East London

Bachelor of Arts (Honours), International Politics

2010 - 2013

Grade: 2:1

Completed a B.A. (Hons) in International Politics at the University of East London, achieving a 2:1.

Pimlico School, Sixth Form College

A-Levels and AS Level, A-Levels / AS Level

2008 - 2010

Completed A-Levels and one AS Level at Pimlico School, Sixth Form College, including Media Studies, Government and Politics, Psychology, and English Language.