Angeline Scott-Ralphs
Northamptonshire
Summary
Proficient in delivering high-quality care within the care sector, with a focus on innovation. Successfully improved a facility's CQC rating from 'Requires Improvement' to 'Good', earning an 'Outstanding' in caring. Maintained exceptional quality metrics, including elevated NPS and staff satisfaction scores, alongside stretch EBITDAR Targets.
Skilled in managing teams, resolving performance challenges, and fostering internal talent through strategic planning.
Able to manage mutable sites while maintaing oversight and governance. I have experience in nursing, residential, supported living and domically care for those who have a learning disability autism dementia and elderly care.
Overview
25
25
years of professional experience
2023
2023
years of post-secondary education
Work history
Regional Support Manager
Richmond Villages (Bupa)
Aston on Trent
10.2024 - 12.2025
- To work as a member of the operational leadership team, taking direct accountability for care home quality & customer metrics, people metrics and commercial metrics.
- Line management of registered home manager and supporting them in the delivery of the highest standards in terms all the responsibilities
- Agency reduction focused on recruiting both permanent and bank employees
- Occupancy growth in all services and at times hitting 100% occupancy with waiting lists
- Review staffing ladder dependency
- Budget review and planning
- Oversee a number of registered care homes within village settings and domiciliary care services all rated good or higher with CQC.
- Achievements
- Moving a care home rated requires improvement 3 times with breaches and warning notices to Good with outstanding in caring.
- Hit all quality metric across the region including high NPS and staff surveys as well as scoring highly in all internal audits.
- Manage high financial targets, AOP being hit and ensuring right residents and risk fees.
- Addressing poor team performances quickly and following HR processes
- Manage a team successful and deal with any performance issues and also succession planning and grow internal talent.
- Fostered a positive work environment, boosting employee morale.
- Built strong relationships with stakeholders, improving customer satisfaction rates.
- Quickly understating operations within RV within a short period of time and able to hit the ground running and achieve RSM of the year within less than a year of appointment
Compliance and Governance Inspector
Bupa
01.2022 - 10.2024
- As a Risk and Governance Inspector, carrying out internal quality inspections across Bupa care homes and Richmond Villages. Mapping compliance risks and RAG rating services.
- Working closely with the operations team.
- Clear understanding of CQC’s framework – Implementing new audit tools to support this.
- Understanding regulations and potential breaches
- Experienced in FACs where required.
- Moving services from RI to good
- Working on projects to move towards outstanding.
- Implementing positive behaviour training
- Analysing data from different sources such as electronic care planning systems e-Mar/Radar and datix.
- Writing clear reports and action plans that are easy to read and implement.
- Provided detailed reports of findings, contributing to proper follow-up actions.
Quality Co-ordinator - Audit and Improvement Team
Mencap
10.2016 - 01.2022
- As a Quality Coordinator I carry out a range of service facing activities for the purpose of undertaking independent reviews or audits to ensure regulatory CQC/CIW/RQIA and quality compliance. Below are a few key responsibilities:-
- Applying a sound judgement when following regulatory and internal frameworks to improve service performance
- Creating and agreeing effective action plans based on agreed priorities to achieve improvement
- Carrying out a number of service health checks and themed audits, for example choking, safeguarding, epilepsy and restrictive practice
- Practice Adviser (Mencap quality team)
The Royal Mencap Society (Mencap)
09.2006 - 01.2022
- Variety of different role from support worker, manager to quality co-originator.
- Mencap works with people with learning disabilities, enabling them to realise opportunities, make choices and enhance their quality of life.
- Support an inadequate home to good and providing actions plans and support to services struggling
- Supporting embedding services taken over
- Rebuilding trust with stakeholders
- Managing budget and finacial planning
Service Manager mutable sights, London Region
Mencap
London
10.2012 - 10.2015
Practice Leader, London Region
Mencap
London
04.2011 - 10.2015
Relief bank
Mencap
02.2011 - 04.2011
Volunteer work in Malta (career break)
Malta
10.2010 - 04.2011
Team Manager of a specialist supported living service
Mencap
07.2009 - 09.2010
Deputy Manager of a registered care service
Mencap
02.2008 - 06.2009
Support Worker in a registered care service
Mencap
02.2008 - 09.2006
Catering worker
Dulwich and Sydenham Hill Golf Club
Dulwich
01.2001 - 09.2006
- Adapted floor plans according to reservations and walk-ins for efficient seating arrangements.
- Assisted in menu planning based on seasonality and customer preferences, producing diverse culinary offerings.
- Facilitated communication between kitchen and front-of-house teams, leading to better operational flow.
- Followed food hygiene and safety procedures in line with requirements.
Education
Apprenticeship in Internal Audit level 4 – diploma - Merit
NVQ3 - Health and Social Care (Learning disabilities)
GCSE's C+ - English Language, English Literature, Science double award, Maths, P.E
Sydenham Girls School
London Skills
- Regional Management
- Innovative problem-solving
- Customer relationship development
- KPI analysis and reporting
- Strategic leadership
- Regulatory compliance oversight
- Multi site management
Reference
Nic.hopkins@bupa.com, Bupa
Regional Operations director
Accomplishments
Regional support manager of the year - Bupa 2025
Chief nurse officer award - celebrating excellence in care setting 2025
CONTACT
- PHONE NUMBER: 07956635226
- EMAIL ADDRESS: Angeline.ralphs@yahoo.co.uk
Timeline
Regional Support Manager
Richmond Villages (Bupa)
10.2024 - 12.2025
Compliance and Governance Inspector
Bupa
01.2022 - 10.2024
Quality Co-ordinator - Audit and Improvement Team
Mencap
10.2016 - 01.2022
Service Manager mutable sights, London Region
Mencap
10.2012 - 10.2015
Practice Leader, London Region
Mencap
04.2011 - 10.2015
Relief bank
Mencap
02.2011 - 04.2011
Volunteer work in Malta (career break)
10.2010 - 04.2011
Team Manager of a specialist supported living service
Mencap
07.2009 - 09.2010
Deputy Manager of a registered care service
Mencap
02.2008 - 06.2009
Support Worker in a registered care service
Mencap
02.2008 - 09.2006
The Royal Mencap Society (Mencap)
09.2006 - 01.2022
Catering worker
Dulwich and Sydenham Hill Golf Club
01.2001 - 09.2006
NVQ3 - Health and Social Care (Learning disabilities)
Apprenticeship in Internal Audit level 4 – diploma - Merit
GCSE's C+ - English Language, English Literature, Science double award, Maths, P.E
Sydenham Girls School