Hayley Shaw

A dedicated and compassionate Health Navigator working within a busy, diverse GP surgery, acting as the first point of contact for patients. Skilled in assessing patient needs through effective communication and directing individuals to the most appropriate healthcare professional or service, ensuring timely and efficient access to care. Experienced in managing high volumes of enquiries via telephone and face-to-face interactions while maintaining a calm, empathetic, and professional approach.

Confident in supporting patients from a wide range of cultural and social backgrounds, adapting communication styles to overcome language barriers and varying levels of health literacy. Proficient in triaging requests, prioritising urgent cases, and optimising appointment allocation to support the smooth running of the practice and reduce pressure on GP services.

Strong administrative skills with a thorough understanding of confidentiality and data protection, alongside the ability to work collaboratively within a multidisciplinary team to ensure continuity and quality of care. A resilient and proactive team member committed to improving patient experience and contributing positively to the healthcare environment

Worked as an NHS 111 Health Advisor, providing essential frontline support to patients seeking urgent medical guidance. Responsible for handling a high volume of calls, assessing patient symptoms using the NHS Pathways system, and ensuring individuals received safe, appropriate, and timely care.

Completed comprehensive training to achieve the NHS Pathways licence, developing in-depth knowledge of a wide range of medical conditions, symptoms, and potential life-threatening emergencies. Trained to follow structured clinical assessment tools to accurately triage patients, identify red-flag symptoms, and escalate urgent cases to clinicians or emergency services when required.

Demonstrated excellent telephone communication skills, maintaining a calm, professional, and reassuring manner when supporting patients who may be distressed, anxious, or unwell. Skilled in active listening, clear questioning, and gathering accurate information to inform safe decision-making.

Experienced in managing sensitive situations with empathy and discretion, while adhering to strict confidentiality, clinical governance, and patient safety protocols. Able to work efficiently under pressure in a fast-paced environment, balancing patient care with performance targets and service standards

Provided high-quality care and early years education within a busy nursery setting, supporting children’s learning, development, and wellbeing in line with the Early Years Foundation Stage (EYFS) framework. Created a safe, nurturing, and stimulating environment where children could learn through play and exploration.

Planned and delivered a variety of engaging activities to support key areas of development, including communication and language, physical development, and personal, social, and emotional growth. Observed and assessed children’s progress, adapting activities to meet individual needs and promote inclusive learning.

Built strong, positive relationships with children, encouraging confidence, independence, and social skills. Worked closely with parents and carers, providing regular feedback on development and ensuring continuity of care between home and nursery.

Maintained high standards of health, safety, and safeguarding, with a clear understanding of child protection responsibilities. Supported daily routines such as mealtimes, personal care, and transitions, ensuring each child felt secure and valued.

A reliable and caring team member, able to work collaboratively with colleagues to create a supportive and enriching environment for all children.