1. Ian Frampton
Address Flat 3F2, 26 Gosford Place, EDINBURGH, EH6 4BH
Telephone 0131 555 1368
E-mail i.frampton@nhs.net
fram65@yahoo.co.uk
Accomplished performance improvement, communications and customer
relations professional with a solid track record of achievement in stakeholder
relations, media relations, including significant crisis communications,
campaign planning and delivery, policy and regulatory affairs, and contact
management. Versatile writer with first class inter-personal skills.
Key
Achievements
 At the request of the Prime Minister’s office, led national rebranding of
Improved Access to Psychological Treatments (IAPT) across all NHS and
partner service providers in England
 Led on stakeholder and communications strand of national project to create
a national alert system for all GPs in England in the event of an epidemic or
outbreak
 As part of a small team, established the NCAS service in Scotland, ensuring
a seamless transition and effective relationship and policy building with key
external customers in Scotland while also managing people change and
office location change. Was promoted to Team Leader as a consequence
and had sole responsibility for managing the day to day running of the
office.
 Managed over 20 complex and sensitive assessments of underperforming
clinicians, providing high quality reports, recommendations and action plans
assisting, in most instances, the individual practitioner through to successful
remediation.
 Revamped external stakeholder management in the Scottish Health Council
and the re-established Comms Link website for communicators in health
care in England.
 Established from scratch efficient “back office” systems and personal
relations with three regional Postwatch consumer council committees to
meet regulatory targets.
 Created robust and informative media relations databases and monitoring
systems acknowledged as “best in class” by national campaign planners.
 Personally supported and advised senior management colleagues at hostile
public and other meetings through the high profile restructuring of the Post

2. Office urban branch network and major industrial relations issues which
attracted the interest of Government Ministers, MPs and other key
stakeholders.
 Recommended and personally revamped customer service handling of
major cases, including those from the [then] Post Office Users National
Council, MPs and key business organisations, dealing to director level.
Career History NHS England November 2013 –
Stakeholder Relations Manager
I have already devised a stakeholder engagement strategy framework foruse
against multiple projects and taken the lead in stakeholder engagement for
patient digital empowerment tools and national social marketing campaigns. I
manage the Comms Link website for NHS, Department of Health and local
government communicators, significantly increasing membership and usage. I
am currently leading on national branding of the Improved Access to Psychiatric
Treatment programme. During this period I have also worked on secondment
for the Scottish Health Council and as Community Engagement Manager for
NHS Greater Glasgow and Clyde.
National Clinical Assessment Service January 2005 – November
2013
Team Leader, Communications Lead
Tasks included communications and external stakeholder engagement - in the
run up to the organisation’s self-funding model in 2015 - particularly with a view
to re-establishing the NCAS service in Scotland.
Undertaking remediation and action planning management for underperforming
practitioners – and practitioners returning to work - in NCAS’ London office
following withdrawal of funding for the organisation’s Scottish Office. I was
responsible for drafting and negotiating – with employers and practitioners,
educational bodies and defence unions – return to work and improvement
programmes. I was also responsible, along with assigned advisers, for a portfolio
of advice and support cases relating to underperforming clinical practitioners.
I was, as team leader and communications lead, responsible for managing a wide
range of demanding and complex cases relating to individual practitioners who
had been referred to NCAS in England, and latterly in Scotland, following
concerns about their professional performance. From June 2008 to May 2011 I
had also been partly responsible for developing the service in Scotland - starting
from 'scratch' - which included relationship building and managing the team
administrators. My caseload was made up of complex support and assessment
cases, which involved managing and guiding individual assessments in
accordance with NCAS procedures including visits to the practitioner’s place of
work; helping in the development and implementation of robust and effective
remediation action plans, identifying resources and educational partners to assist
the practitioner. I also helped manage people change in the office while also

3. remaining focused on the day-to-day service and was promoted to Team Leader
which entailed managing the office.
 Completed and published twenty assessment reports and am able to guide
and advise assessors, particularly those for whom it is their first report-
writing experience, as to how best to situate and use complex examples of
good or bad.
 My persuasive oral communication skills are also strengths and proved useful
not only in building new relationships in Scotland but, over the years in
negotiating with difficult referring bodies and practitioners with regard to
ensuring they meet their deadline responsibilities and in ensuring agreement
in action planning meetings.
Royal Mail Group
1989 to 2004
External Relations Officer, South East and East of England
from 2001
Key player in small-knit team promoting and protecting the Royal Mail, Post
Office, and Parcelforce Worldwide brands, and their products and services, in a
geographically, demographically and politically challenging area stretching from
Dover to Peterborough.
Responsible for effective media relations servicing c880 media outlets – with
more than 55 million Opportunities to See (and affect perceptions of the
company) – and external relations throughout Royal Mail’s three-year renewal
plan to return to profitability from losses of £1 billion annually, including local
relations with the three regional Postwatch committees.
 Dealt with circa 4,000 media enquiries each year, providing guidance,
briefings, and hands-on support to senior Directors and operation colleagues
and broadcast interviews on a diverse range of contentious and “soft” issues.
 Led on major PR projects and campaigns, setting best in class standards for
Stamp promotions, achieving a regular return of 6:1 on investment against a
national target of 3:1, as well as the widely-acclaimed Young Letter Writers
competition.
 Generated unique levels of TV coverage for special stamp launches with
approaches adopted and acknowledged by peers.
 Representing and personally hosting invitees at major influencing events for
opinion formers – from MPs to chief local authority figures, business leaders
and Chambers of Commerce representatives.
Other PR-related roles in Royal Mail: PR Executive, Communication Services,an in-
house consultancy (2000 to 2001);Assistant Media Relations Manager (1998 to
2000;and Communications Administrator (1997 to 1998).
Major Casework Officer, London Division
1989 to 1997
Investigated major “flag case” complaints – from MPs, councillors, and other
senior figures – on behalf of The Post Office board, drafting briefing papers,
reports and replies, liaising and advising operational colleagues in 5ive mail

4. centres and 105 delivery offices.
 Established new working process and relationships with local sales teams –
from key account managers to business centre call staff – to maximise results
and customer satisfaction.
Further Details Qualifications
 Distinction, London School of Journalism Summer School (1998), including
two-day Quark for journalists’ module
 BA Honours Degree (2:1) in English Literature from Birbeck College,
University of London – achieved in personal time while working daytime
for Royal Mail
 Senior Higher National Diploma in Communication Studies
 Senior Higher National Certificate in Business Studies
 2 Scottish “Highers” and 6 ‘O’ levels
Personal
Date of Birth 11 February 1965
Interests An active organiser and participant in fundraising for the wildlife charity, 21st
Century Tiger. Volunteer worker at London Zoo.
Interest in current affairs, politics, modern history, film and cinema history,
reading, sports, foreign travel and languages. Currently learning German, Italian
and Spanish via self-tuition.
References Available on request