Genevieve Stephens
Burnham,Buckinghamshire
Summary
A dedicated and reliable professional with extensive experience in health and social care, specialising in dementia care, client account management, and regulatory compliance. Demonstrates exceptional leadership skills, strategic planning, and project management abilities. Known for outstanding customer service, patient advocacy, and a deep understanding of the Health and Social Care Act 2008. Adept at training and development, staff supervision, and clinical performance management. Committed to providing high-quality care with compassion, understanding, and patience while excelling in operational support and customer relationship building.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
Work history
Registered manager
CareArt UK Ltd
Camberley
01.2014 - 11.2024
- Managing the day-to-day running of the Home
- Supervising staff, monitoring staff performance, arranging monthly staff rotas, Care and risk assessments, Care plans reviews, hands-on care, attending best interest meetings, running service user’s activities, and attending managers meetings
- Liaising with Social Services, and health professionals
- Dealing with the day-to-day running and management of the Domiciliary service
- Ensuring that the residents remain safe from abuse in a safe and secure environment
- Managing monitoring and supervising over 35 care staff (Home Care Assistants and Senior staff)
- Ensuring that staff work in line with the policies and procedures set by the Organisation
- Liaising with LA and Social Services, Health Professionals, and outside agencies
- Working with families
- Carrying out care assessments, and care reviews
- Writing up and reviewing care plans, and risk assessments
- Ensuring that all health & safety and security issues are addressed promptly, and all health and safety procedures are followed appropriately
- All repairs are reported and dealt with appropriately and promptly
- Good Communication and Interpersonal Skills
- Building good relationships with partners through consistent and effective communication
- Ensuring an excellent quality of service delivery
- Monitoring compliance with the Service by carrying out monthly internal and LA’s audits
- Compiling key performance indicators (KPI) reports
- Setting up Care & Support Plans / Risk Assessments for service users based on the Person-Centred Care approach
- Arranging meetings with Health Professionals for re-assessment and review of care packages according to the changing needs of the Service Users
- Evidencing resident involvement according to the quality assessment framework
- Working with Local Authority and outside agencies to promote activities for service users and encourage them to participate
- Standing as an advocate when / if required for service users living alone
- Raising Safeguarding Alerts as appropriate, participating in Safeguarding processes and ensuring that Action Plans are carried out adequately
- Dealing with complaints in accordance with the company’s policies and procedures, using these as tools to improve the Service as relevant
- Managing Staff performance, training and supervision
- Staff recruitment and staff induction training
- Compiling key performance indicators (KPI) reports
- Setting up Care & Support Plans for the Service Users based on the Person-Centred Care approach
- Arranging meetings with professionals for re-assessment and review of care packages according to the changing needs of the Service Users / as appropriate
- Enhanced staff performance by conducting regular training sessions.
- Implemented quality control protocols for improved service delivery.
- Ensured compliance with regulatory standards to maintain registration status.
- Led team meetings, fostering open communication and collaboration.
- Bolstered patient satisfaction by addressing concerns promptly and effectively.
- Developed care plans for optimised patient outcomes.
- Improved operational efficiency with effective resource allocation.
- Conducted risk assessments to uphold safety standards.
- Collaborated with multidisciplinary teams, resulting in coordinated care provision.
- Maintained detailed records to ensure accurate documentation of care provided.
- Fostered a positive working environment through effective conflict resolution strategies.
- Recruit qualified staff for optimal team performance.
- Managed budgets to maintain financial viability of the facility.
- Facilitated in-house training programmes, enhancing staff competencies and skills.
- Coordinated with external agencies for comprehensive client support services.
- Streamlined administrative processes, improving overall productivity.
- Implemented innovative strategies to drive continuous improvement in service delivery.
- Upheld high standard of patient confidentiality at all times.
- Nurtured relationships with family members of clients, ensuring their involvement in care planning.
- Investigated complaints thoroughly, resulting in improved customer relations.
- Line managed [Number] staff members by monitoring Key Performance Indicators (KPIs), overseeing appropriate training programmes and demonstrating inspirational leadership.
- Registered with Care Quality Commission (CQC) for [Number] years.
- Managed company budgets and staff rota for optimum productivity and profitability.
- Recruited and trained high-quality healthcare providers to perform best practices in home care.
- Increased occupancy by [Number]% in [Number] months by planning and leading facility expansion.
- Maintained tidy environment to promote cleanliness, hygiene and quality standards.
- Oversaw budget, managed expenditures and practised cost-effective measures.
- Implemented strategic decisions for future and growth of care services.
- Increased ROI on digital marketing of care home services by [Number]% in [Number] months.
- Expertly translated safeguarding policies into practice within residential setting to enhance protection of service users.
- Oversaw high standards of recruitment to meet service service demand and plans for future growth.
- Effectively managed operations to care for [Number]+ service users and coordinate [Number]+ staff members.
- Attended regular training to develop expertise in people management and care service provider regulations.
- Continuously assessed quality of care services, implementing appropriate quality assurance processes in line with contractual and regulatory standards.
- Guided staff to execute safe and effective interventions to manage behaviours that challenge.
- Led team of [Number]+ to achieve 'Outstanding' Ofsted rating.
Care Coordinator
UR Hands Care
08.2017 - 11.2018
- To engage with and positively undertake on call duties as required by the branch to ensure a 24/7 service is provided
- To keep abreast of all new developments in Care, and of the philosophies and policies of the Contracting Authority, and to communicate the same to the staff of the Organisation, modifying Policies as needed
- To identify and document special care needs based upon a thorough and holistic assessment, and to monitor and review as appropriate
- To liaise and work with partner agencies (CPN’s, GPs, Local Authorities and other health and social care professionals) in line with identified care needs
- Provide weekly reports to the branch manager on service levels and client outcomes
- To attend and monitor staff training and development needs
- To provide regular supervision and appraisals to care staff
- Ensure that all Organisational policies are followed and applied to practice
- To provide thorough written reports of all complaints, accidents, incidents and untoward events
- Ensure that all care staff are: informed of changes to regulations and Organisational policies and trained in and incorporating best practices
Nursing Assistant
Pertemps Recruitment Agency
Greenford, Middlesex
01.2010 - 01.2016
- Helping service users to maintain and develop social life
- Assisting with bathing, feeding and general personal care
- Supporting qualified healthcare professionals
- Supporting clients with their activities
Education
BSc (Hons) Adult Nursing Degree -
Buckinghamshire New University
09.2023 - 09.2024
BSc (Hons) Adult Nursing Degree - undefined
Buckinghamshire New University
09.2018 - 08.2020
BA (Hons) Professional Practice - Integrated Health and Social Care
Buckinghamshire New University
09.2017 - 06.2018
Foundation Degree (Arts) - Health and Social Care
Buckinghamshire New University
09.2014 - 06.2016
Adult Nursing Degree - undefined
De Montfort University
09.2016 - 06.2017
Access to Nursing - undefined
Harrow College
09.2013 - 06.2014
Public Relation - undefined
Institute of Professional studies
Senior Secondary Certificate Examination (SSCE) - Academic Achievement Award
Nungua Senior High School
Skills
- Compassionate
- Understanding
- Patient
- Good time management skills
- Quick learner
- Great teaching skills
- Good communicator and all-rounder
- Reliable
- Dedicated to high-quality health and social care provision
- Leadership skills
- Dementia care
- Client account management
- Care management
- Training and Development
- Strategic planning
- Project Management
- Operational support
- Customer relationship building
- Social care
- Contract management
- Outstanding customer service
- Regulatory compliance
- Health and Social Care Act 2008
- Strategic workforce planning
- Vulnerable adult care
- Person-centred care
- Nursing
- Emergency response training
- People Management
- CQC regulations
- Clinical performance management
- Staff supervision
- Healthcare regulation knowledge
- Patient advocacy
Custom
- Mandatory Training for Healthcare Professionals
- Safeguarding for managers
- Care Certificate
- Medication
- Mental Capacity Act for managers
- Reablement
- Deprivation of Liberty and Safeguards for manager
- Risk Assessment
- Care Act – Charging and Financial Assessment
Affiliations
- Walking, singing and cooking
Timeline
BSc (Hons) Adult Nursing Degree -
Buckinghamshire New University
09.2023 - 09.2024
BSc (Hons) Adult Nursing Degree - undefined
Buckinghamshire New University
09.2018 - 08.2020
BA (Hons) Professional Practice - Integrated Health and Social Care
Buckinghamshire New University
09.2017 - 06.2018
Care Coordinator
UR Hands Care
08.2017 - 11.2018
Adult Nursing Degree - undefined
De Montfort University
09.2016 - 06.2017
Foundation Degree (Arts) - Health and Social Care
Buckinghamshire New University
09.2014 - 06.2016
Registered manager
CareArt UK Ltd
01.2014 - 11.2024
Access to Nursing - undefined
Harrow College
09.2013 - 06.2014
Nursing Assistant
Pertemps Recruitment Agency
01.2010 - 01.2016
Public Relation - undefined
Institute of Professional studies
Senior Secondary Certificate Examination (SSCE) - Academic Achievement Award
Nungua Senior High School
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