Georgia Pugh

I returned to Rowe Veterinary Group in September 2023, after being given the opportunity to work as a Cat and Customer Care Assistant.

Alongside developing cat-friendly handling, techniques and skills, I carry out:

• Care Assistant Duties - day to day cleaning, surgical kit maintenance, in-patient care (under a Vet/Registered Veterinary Nurses instruction) and operation preparation.
• Reception Duties - customer facing interactions, email handling, telephone calls and end of day admin
• Stock Duties - ordering, stock rotation and stock take
• Radioactive Iodine Referrals Admin - point of contact, scheduling appointments and organisation.

Seeking a new challenge and opportunity to grow my skillsets, I joined Pet Drugs Online. I saw this company as a way for me to continue supporting people and their pets, while using new tools and platforms, to reach a wider audience.

I carried out the following tasks:

• Taking inbound customer sales calls
• Helping customers register online and processing their orders
• Maintaining thorough and accurate customer service records
• Assisting the Prescription Team with checking and saving prescriptions

Due to my love of animals, I began a career with Rowe Veterinary Group, hoping to take my personal animal passion, into a work environment.

I performed the following:

• Animal handling (support capacity).
• Arranging health checks, vaccinations and parasite treatment.
• Email handling (incoming and outgoing).
• End of day cashier banking (into safe) and accompanying electronic paper-trail processing.
• End of life pet services.
• Client facing enquiries via the front desk.
• Dispensing medication for collection and distribution.
• Phone duties; answer queries, book appointments, process payments, process medication requests.
• Stock rotation and stock control.
• Updating client records.

I joined Frome Valley Medical Centre as an Apprentice in 2017. My initial role was reception and general admin duties, which included;

• Patient registrations, deductions and amendments to patient’s records.
• Receiving, checking and filing incoming medical reports/records.
• Providing patient data for Primary Care Support England.

By 2018, after gaining my NVQ Level 2 Customer Service, the Centre offered me a permanent role as Practice Administrator.

By this time, I had established efficient workflow processes and improved admin operations. The Practice Managers appreciated my diligence and attention to detail, which allowed me to grow my role and expand my duties as follows;

• Processing Subject Access Requests (within 28 days) dealing directly with solicitors and ensuring records comply with GDPR.
• Stock Control of vital clinical/medical products. Weekly ordering and maintenance (including vaccinations), annual stock take, sourcing new consumables and medications at a reasonable price point.
• Seasonal Vaccination Programme Co-Ordinator (Influenza, COVID-19, Shingles, Pneumococcal). Planning and organising up to and overseeing the running of clinic days, in-house and off-site at seven local care homes.
• COVID-19 PPE Champion involves training staff on how to use PPE when and where. Instructing on the latest compliance and guidelines for staff and the Practice Managers.

My starting point within Nisa Local was to keep stock replenished and ensure the shop itself was presentable and tidy at all times. As with any locally run business, I swiftly found myself working on the front tills, accepting and processing cash/cheque/card payments for goods. Advising customers on products and promoting special offers. The shop additionally took over as a Post Office for the immediate area. I was in training to provide that front line service, before seeking a new venture in healthcare.