Memory Service manager wins Leadership Award

9/10/2025

An ‘inspirational’ manager has been honoured with the Leadership Award at this year’s Betsi Cadwaladr University Health Board Achievement Awards, recognising her exceptional leadership and transformative impact on older people’s mental health services. 

Since taking on her first management role almost two years ago, Kate Bickerstaff, Memory Service Manager for Conwy & Denbighshire, has led a service facing significant challenges.  

Under Kate’s guidance, patients who previously faced waits of around 12 months for assessment and diagnosis are now seen within 8 weeks, with almost 90% receiving a diagnosis within six months. She also oversaw the implementation of a patient management system to ensure effective oversight and streamlined care pathways across the service, prioritising the needs of patients and their families. 

Colleagues describe Kate as a transformational leader who combines empathy, clear communication, and a solutions-focused approach. She has introduced initiatives such as twice-weekly “Plan of the Day” meetings to ensure teams are well-informed, supported, and empowered to deliver high-quality care. By listening to her staff and removing barriers to success, she has fostered a collaborative environment where teams thrive and patients benefit. 

Kate’s achievements demonstrate the impact of strong, empathetic leadership in transforming services, enhancing patient care, and creating a positive, resilient workplace culture. 

Helen Watkins, Executive Director of Workforce and Organisational Development from Health Education and Improvement Wales said: “The ongoing pressure on our services and colleagues remains high. Therefore, it is crucial that we foster a supportive workplace environment where both mental and physical wellbeing are actively promoted. Compassionate leadership and cultures are essential in creating such environments. All three finalists have demonstrated empathy and, through collective and inclusive leadership, collaborated with others to make a significant impact.  

“Special congratulations to Kate for winning this award.” 

The principal sponsor of the Achievement Awards was Centerprise International. For more than 40 years, Centerprise International has been dedicated to providing innovative, tailored IT solutions customers across both the public and private sectors.  

Jez Nash, Chief Executive Officer of the awards’ principal sponsor Centerprise International, said: “We were again delighted to support the awards and help recognise the outstanding efforts of NHS staff across North Wales. 

“Centerprise International has a long and proud partnership with the NHS in Wales, and tonight’s examples of staff going above and beyond to support both patients and their colleagues was a fantastic reminder of the special work they do. 

“Congratulations again to everyone shortlisted.”