Amanda Kay

I provided all aspects of support in social, physical and emotional areas to assist my patients with settling in after their admission on the ward, arriving to their pre and post theatre admission.

I worked my way from a ward then on to Radiology, from both clinical then office based role. From then I went on to be a Formal Complaints Investigating officer. After that I returned to clinical skills.

• Cultivated positive relationships with multidisciplinary teams to improve patient care.
• Assessed patient needs to develop individualised care plans.
• Liaised with family members by providing regular updates on patient progress.
• Communicated effectively with patients, improving understanding and satisfaction.
• Maintained detailed records, ensuring accurate documentation.
• Handled sensitive information confidentially, respecting privacy laws and regulations.
• Monitored changes in patients' conditions, adjusting care plans as necessary.
• Ensured compliance with health and safety regulations, maintaining safe working environment.
• Liaised with variety of healthcare professionals, social workers and case managers to deliver highest level of care to service users.
• Handled emergency situations calmly, ensuring the safety of all involved.
• Advocated on behalf of patients, protecting their rights and dignity.
• Organised appointments with specialists to facilitate timely medical intervention.
• Collaborated with healthcare professionals for comprehensive patient treatment plans.
• Prioritised tasks efficiently, managing time effectively.
• Promoted individual wellbeing, verifying service users were safeguarded against abuse and neglect.
• Created a safe environment for staff and service users, ensuring compliance with infection prevention policies across all tasks.
• Observed and respected patient dignity, privacy and independence to encourage communication
• Kept detailed, accurate records for well-maintained care continuity between support staff.
• Maintained confidential case documentation in line with data protection regulations.
• Responded proactively to changing circumstances for optimised service user care.
• Liaised with families and caregivers to develop balanced rehabilitation programmes.
• Inpatient Co-ordinator / Porter Management.
• Successfully delivered on tasks within tight deadlines.
• Supported team by demonstrating respect and willingness to help.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Consistently arrived at work on time and ready to start immediately.
• Displayed energy and enthusiasm in fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Applied positive customer service approach to increase satisfaction levels.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Oversaw daily operations to achieve high productivity levels.
• Used Microsoft Word and other software tools to create documents and clear communications.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Carried out day-to-day duties accurately and efficiently.
• Formal Complaints Investigating Officer.
• Worked diligently under pressure whilst preserving high-quality output.
• Collaborated with colleagues for effective teamwork.
• Responded promptly and effectively to emergencies using established protocols.
• Maintained high standards of personal conduct, contributing to a positive work environment.
• Enhanced company reputation by tactfully managing dissatisfied clients.
• Managed large volumes of calls to handle client complaints effectively.
• Maintained detailed records of customer interactions, ensuring transparency in communication history.
• Upheld high standards of customer service whilst dealing with challenging situations and individuals.
• De-escalated aggressive behaviour using effective conflict resolution techniques.
• Served as first line of contact for customers filing complaints.
• Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
• Took ownership for customer correspondence to deliver exceptional customer service levels.
• Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
• Identified root causes of complaints through effective questioning.
• Liaised with different departments for effective resolution of customer issues.

• Accompanied clients to appointments and provided extra companionship at social events.
• Created specialised meals, drinks and snacks according to patient requirements and dietary needs.
• Shared caring and compassionate nature to uplift patients during challenging times.
• Built excellent relationships using patient-centred approach throughout care activities.
• Motivated clients, boosting their spirit through conversation and stimulating activities.
• Reported any significant changes in a client's needs or living conditions.

• Observed and documented patient behaviour, promptly reporting changes to medical staff.
• Optimised delivery of care, coordinating services with other healthcare and support professionals.
• Coordinated shifts and delegated responsibilities to facilitate smooth operations and optimal client care.
• Supported and assisted patients with taking required medication, safeguarding physical and mental wellbeing.
• Delivered individualised care to elderly patients, fostering meaningful, trusting relationships.
• Liaised with nurses and specialists to create cohesion across multi-disciplinary team, maintaining holistic care for patients.