‘Hearts and Minds: Transforming the negativity of errors, concerns and complaints to a culture of learning and improvement’

Dr Dorothy Armstrong is currently Lead Professional Advisor to the Scottish Public Services Ombudsman and Director of DA Professional. Dorothy’s passion is to ensure people are at the heart of their healthcare experience, in an environment where those both giving and receiving care are valued and appreciated. She regularly presents seminars on the Power of Apology and Listening and Learning from feedback.

Dorothy’s company, DA Professional, supports individuals, teams and organisations to enhance communication, leadership and well-being. Her wish is to bring kindness and positivity to the workplace where compassion, courage and connection is valued.

Dorothy is a graduate of Nursing at the University of Edinburgh and an Honorary Fellow. She is proud to have worked in the NHS as a Director in nursing management and education. Dorothy remains on the nursing register and is an Honorary Nurse Consultant and Fellow of the Royal College of Physicians of Edinburgh. Dorothy feels privileged to be the Chair of Seagrove, a day facility for people living with dementia.

In 2010, Dorothy was awarded an Honorary Doctor of Science degree from the University of Edinburgh for Services to nursing.