Memory Service Manager Wins Prestigious Leadership Award
Published 02/10/2025
An ‘inspirational’ health leader has been recognised for her outstanding contribution to improving older people’s mental health services, winning the Leadership Award, sponsored by Health Education and Improvement Wales (HEIW), at this year’s Betsi Cadwaladr University Health Board Achievement Awards.
Kate Bickerstaff, Memory Service Manager for Conwy & Denbighshire, has been praised for her exceptional leadership and the transformative changes she has brought to the service in less than two years.
When Kate took on her first management role, the service faced significant challenges. Patients were waiting up to 12 months for assessment and diagnosis. Today, under her leadership, most patients are seen within eight weeks, and almost 90% receive a diagnosis within six months.
Kate has also overseen the introduction of a new patient management system, ensuring more efficient oversight, improved pathways of care, and a clear focus on the needs of patients and their families.
Her colleagues describe her as a “transformational leader” who combines empathy, clarity, and a solutions-focused approach. Initiatives such as her twice-weekly Plan of the Day meetings have kept teams connected, supported, and motivated. By removing barriers and listening to staff, she has created a collaborative culture where both teams and patients thrive.
Helen Watkins, Executive Director of Workforce and Organisational Development at HEIW, praised Kate’s leadership:
“The ongoing pressure on our services and colleagues remains high. It is crucial that we foster a supportive workplace environment where both mental and physical wellbeing are promoted. Compassionate leadership is essential to achieving this. All three finalists demonstrated empathy and inclusive leadership, but special congratulations go to Kate for her remarkable impact.”
HEIW, the national leadership body for NHS Wales, champions compassionate leadership - an approach built on listening, understanding, empathy, and support. This style of leadership has been shown to improve staff wellbeing, foster inclusive and positive cultures, and ultimately lead to better care for patients. https://heiw.nhs.wales/our-work/culture-leadership-succession/
Through platforms like Gwella, NHS Wales’ digital leadership hub, HEIW provides resources, tools, and development pathways for leaders and managers at all levels, supporting the creation of resilient, compassionate workplaces across health and social care. https://nhswalesleadershipportal.heiw.wales/
Kate’s award-winning work stands as a testament to the difference strong and empathetic leadership can make—transforming services, uplifting staff, and improving outcomes for patients and their families.