Ethan Yates

As a Clinical Contact Centre Advisor at Lloyds, I provided specialist support to patients with multiple sclerosis (MS) across the UK, delivering comprehensive education on medications, treatments, and disease management to ensure safe, effective, and patient-centred care. I supported patients and their families both remotely and, when appropriate, in the comfort of their own homes, demonstrating the correct use of pharmaceutical devices and offering guidance to improve adherence and confidence in self-management. I received training on multiple biological medicines, equipping me to advise accurately on administration, potential side effects, monitoring requirements, and treatment protocols.

I collaborated closely with stakeholders, colleagues, and multidisciplinary teams to coordinate nursing services and ensure that patient care met both clinical and organisational objectives. I maintained accurate patient records, monitored treatment progress, and escalated concerns in line with safeguarding principles, escalation pathways, and standard operating procedures, ensuring vulnerable patients received the protection and support they required.

In addition, I represented Lloyds at national conferences, presenting the organisation's work and showcasing best practices in patient education, nursing service delivery, and pharmaceutical support. These experiences strengthened my ability to communicate effectively with healthcare professionals, stakeholders, and patients, demonstrating the impact of high-quality, patient-focused care.

Throughout my role, I balanced meeting organisational targets with delivering compassionate, personalised care. I developed strong interpersonal and communication skills, engaging patients and their families with empathy, clarity, and reassurance. By listening attentively, responding promptly to concerns, and explaining complex information in accessible terms, I ensured patients felt informed, supported, and confident in managing their condition. This experience enhanced my ability to work across complex healthcare networks, deliver education effectively, and maintain the highest standards of clinical, administrative, and patient-focused practice in a fast-paced and demanding environment.

• As a Registered Nursing Associate working across the Acute Medical Unit (AMU), Integrated Assessment Unit (IAU), and Same Day Emergency Care (SDEC), I developed a broad and versatile skillset, caring for patients in some of the most dynamic and fast-paced areas of acute medicine. My role demanded not only technical knowledge and clinical competence but also compassion, adaptability, and strong interpersonal skills. I quickly learned that the ability to balance clinical priorities with emotional support was central to delivering truly holistic care.
  
  I carried out thorough and detailed patient assessments, taking time to listen to patients' concerns and carefully monitor vital signs. Recognising that small changes could signal early deterioration, I made it my priority to remain vigilant and proactive, escalating to the medical team as soon as necessary. This early recognition and communication often played a vital role in ensuring patients received timely and appropriate interventions, ultimately improving outcomes.
  
  Beyond direct clinical care, I placed great emphasis on the emotional wellbeing of my patients. Whether I was administering medications, supporting daily living activities, or offering reassurance during a moment of distress, I always worked to preserve dignity, comfort, and a sense of autonomy. Many patients expressed feelings of fear or uncertainty when admitted, and I considered it part of my duty to reduce those anxieties—whether by explaining procedures in accessible terms, involving them in care decisions, or simply being a calm and compassionate presence.
  
  Working as part of a multidisciplinary team was at the heart of my practice. I actively engaged in ward rounds, handovers, and collaborative discussions, ensuring continuity of care and the safe handover of information. By working alongside doctors, nurses, healthcare assistants, and allied health professionals, I contributed to the creation of individualised care plans that respected each patient's unique needs, preferences, and circumstances. I came to value how much patients benefitted when a team worked in harmony—each member bringing their expertise but united by the same shared goal: providing the best possible care.
  
  Infection prevention and health and safety were embedded into my daily practice. I strictly adhered to infection control protocols, understanding how crucial these were in acute settings where patients were often immunocompromised or recovering from serious illness. Accurate record-keeping was another aspect of care I never underestimated; I consistently ensured that patient documentation was completed clearly, promptly, and in accordance with Trust policies, safeguarding both patient safety and professional accountability.
  
  I also discovered how powerful patient education could be. Taking the time to explain conditions, treatment options, and self-management strategies was not only rewarding for me but empowering for patients. I saw how increased understanding gave them a sense of control in what was often an overwhelming situation, allowing them to participate more actively in their own recovery and long-term health.
  
  The SDEC environment in particular tested and strengthened my ability to remain calm and decisive under pressure. Patients often arrived with complex, urgent presentations requiring immediate assessment and prioritisation. My training in Acute Illness Management (AIM) and Immediate Life Support (ILS) was invaluable in these situations. AIM enabled me to identify and escalate deteriorating patients quickly, while ILS equipped me with the skills to perform life-saving interventions, from high-quality CPR to airway management and defibrillator use. These courses not only enhanced my clinical competence but also my confidence, enabling me to contribute effectively to resuscitation efforts and medical emergencies.
  
  Day to day, I cared for patients presenting with a wide variety of acute conditions—ranging from sepsis and acute respiratory distress to cardiac emergencies such as myocardial infarction and arrhythmias. Each presentation required not only swift action but also clear communication and compassionate support. For example, while initiating oxygen therapy or establishing intravenous access, I always ensured that patients and their families understood what was happening, why it was necessary, and what to expect next. I found that even in moments of crisis, clear explanations and reassurance helped reduce fear and foster trust.
  
  Providing care extended beyond the clinical and practical—it was about building human connections. I recognised that illness affects not just the individual but also their loved ones. Many families needed reassurance and honest communication, and I made time to listen to their concerns, answer questions, and involve them in decisions wherever possible. I learned that sometimes, the most meaningful support came not from interventions or procedures, but from empathy, patience, and presence.
  
  Reflective practice was an integral part of my development. I regularly reviewed my experiences, identifying areas where I could improve and actively seeking opportunities for further training. I engaged in continuous learning, staying up to date with evidence-based practices and guidelines to ensure that my care was always current, safe, and effective. I viewed every shift as an opportunity to grow, whether through managing a complex clinical presentation, learning from colleagues, or reflecting on the emotional challenges of patient care.
  
  Ultimately, my role was not only about responding to acute illness but also about creating a supportive, safe, and respectful environment where patients felt genuinely cared for. I strived to blend technical skill with compassion, ensuring that patients were treated as individuals, not just as conditions to be managed. My experiences in AMU, IAU, and SDEC shaped me into a practitioner who values both precision and empathy, understanding that the human connection remains at the very heart of healthcare.

I was employed by Dr C. Morris & Partners within the Cheadle Primary Care Network, where I strengthened my clinical expertise while also developing transferable leadership and management skills. This role enabled me to demonstrate the professional behaviours expected of a Nursing Associate while refining my communication, teamwork, and problem-solving abilities.

I undertook a wide range of clinical responsibilities, including conducting chronic disease reviews, leading patient consultations, carrying out observations, and delivering tailored health and lifestyle advice. I referred patients appropriately to the multidisciplinary team (MDT) and consistently worked within my scope of practice, seeking senior guidance when required.

Alongside these duties, I took responsibility for leading and coordinating Quality and Outcomes Framework (QOF) initiatives. This included overseeing recall systems, ensuring screening invitations were issued, tracking follow-ups, and implementing effective action plans to meet key targets in areas such as diabetes, hypertension, and cervical screening. I managed patient record searches and data audits, engaged patients proactively, and monitored outcomes to ensure compliance with national and local standards.

My role also required service coordination and project management. I acted as the primary contact for QOF outcomes, working across clinical and administrative teams to maintain safe, efficient services. I supported public health priorities, such as partnering with senior clinical pharmacists on NHS England's Green Inhaler Scheme, where I coordinated the transition of patients to environmentally sustainable dry powder inhalers (DPIs).

These responsibilities enhanced both my clinical practice and my leadership capability, strengthening skills such as:

• Clear and empathetic communication with patients, families, and colleagues.
• Team collaboration and cross-sector partnership working, particularly in multidisciplinary projects.
• Service management and organisation, balancing patient care with QOF and administrative responsibilities.
• Problem-solving and adaptability when responding to changing patient or service needs.
• Data analysis, audit, and record management, ensuring safe, evidence-based decision-making.

In addition, I engaged fully in clinical education placements, where I gained experience in surgical wards, day-case units, respiratory care, general practice, and inpatient services. These opportunities provided a breadth of exposure across healthcare, further preparing me for NMC registration and giving me a versatile skill set applicable in both clinical and management contexts.

As a Health Care Assistant in general practice, I built a strong foundation in patient care by supporting individuals with both their immediate health needs and their long-term wellbeing. My responsibilities included carrying out health assessments, administering vaccinations, assisting with minor medical procedures, and providing practical support such as venepuncture, blood pressure monitoring, and weight management. I also contributed to public health initiatives, including smoking cessation support, where I encouraged patients to make positive lifestyle changes.

Working as part of a multidisciplinary team (MDT) was central to my role. I collaborated daily with GPs, practice nurses, pharmacists, and administrative colleagues to ensure patients received seamless, safe, and coordinated care. I communicated clearly during handovers and team discussions, sharing observations and raising concerns promptly so that patients' needs were addressed without delay. This teamwork gave me a strong appreciation of how different professional perspectives come together to deliver the best outcomes.

I placed great importance on building positive relationships with patients and their families. By listening carefully, explaining processes in simple terms, and showing empathy, I was able to reduce anxiety and help patients feel valued and reassured. I enjoyed being a familiar and approachable presence—someone who patients knew they could trust and talk to openly about their concerns.

Beyond clinical care, I ensured records were accurate, processes ran smoothly, and the clinical environment was safe, clean, and organised. I managed competing priorities in a busy environment, balancing direct patient care with administrative duties while always maintaining professionalism and confidentiality.

I was committed to developing my skills, actively learning from colleagues and training opportunities to strengthen both my clinical knowledge and my interpersonal abilities. This ongoing growth helped me contribute more effectively to the team and to the patients we cared for.

Above all, I valued the opportunity to make a meaningful difference—whether through clinical interventions, supporting health promotion, or simply by being a compassionate and reassuring presence when patients needed it most.

With extensive experience and strong organisational skills, I developed a wealth of expertise as a medical receptionist and clinical secretary. I managed front desk operations across a variety of healthcare settings, handling a high volume of patient and provider calls, scheduling appointments efficiently, and ensuring a smooth and consistent patient flow.

I maintained a welcoming, professional, and well-organised reception area, always prioritising excellent customer service. I dealt with patient enquiries with courtesy, empathy, and efficiency, understanding the importance of making every patient feel valued and supported. I consistently aimed to create a positive first impression and provide reassurance to patients throughout their care journey.

I became highly proficient in electronic patient record systems, including EMIS and Docman, accurately updating patient records, managing referrals, and supporting administrative workflows. My attention to detail ensured that sensitive patient information was handled with precision, contributing to the smooth running of the practice.

Strong communication skills were central to my role. I liaised effectively not only with patients and clinicians but also with other NHS trusts and external healthcare providers, ensuring referrals, test results, and correspondence were managed promptly and accurately. I adapted my communication style to suit different audiences, explaining complex information to patients in clear, accessible terms while maintaining confidentiality and professionalism.

I regularly managed multiple priorities in a busy environment, balancing patient-facing duties with administrative responsibilities to ensure operational efficiency. I also supported clinicians by coordinating clinics, managing correspondence, and monitoring patient pathways, contributing to the overall effectiveness of the healthcare team.

Throughout my time in this role, I remained committed to patient-centred care, aiming to provide a seamless, reassuring, and supportive experience for every individual. I welcomed challenges, learned from each situation, and continually sought to improve workflows and communication within the practice, making me a reliable and valued member of the team.