Helen Lavan
South East London
Summary
Highly organised and detail-focused administrator with strong experience handling sensitive information, maintaining accurate records and working within regulated environments. I have a background in NHS clinical governance, complaints administration, safeguarding-related work and childcare regulation, all of which required accuracy, confidentiality, clear processes and professional judgement. I am confident using Microsoft Office, digital systems and document-based processes, and I am used to managing information carefully, prioritising tasks and following procedures. I bring a calm, reliable and methodical approach, with the ability to work accurately even when handling large volumes of information. I hold an enhanced DBS on the update service.
Overview
25
25
years of professional experience
Work history
Clinical Governance Administrator
South London and Maudsley NHS Foundation Trust
2024.10 - 2025.09
- Supported clinical governance work within busy NHS mental health trust, handling sensitive and confidential information appropriately.
- Assisted with complaints and incident investigation processes, ensuring information was recorded clearly and accurately.
- Used digital systems including Datix and Microsoft Office to support case tracking, documentation and governance administration.
- Prepared and managed information for meetings, panels and governance processes.
- Maintained professional and confidential approach when dealing with patient-related information and internal documentation.
- Followed NHS processes and procedures, ensuring work was completed carefully and in line with required standards.
- Organised information from different sources and supported production of clear written records and correspondence.
Ofsted Registered Childminder / Early Years Practitioner
Self-employed
2014.10 - 2023.07
- Ran a regulated childcare setting, maintaining accurate records relating to children’s care, safeguarding, attendance, policies and parental communication.
- Managed confidential family and child-related information in line with safeguarding and data protection expectations.
- Maintained clear routines, documentation and risk assessments to support safe and compliant practice.
- Ensured safeguarding, health and safety and documentation requirements were consistently maintained.
- Built trusted professional relationships with families, with most new children joining through recommendation.
SUI Project Manager
Croydon Primary Care Trust
2009.10 - 2010.06
- Reviewed information relating to children’s Safeguarding Reviews and Serious Untoward Incidents.
- Supported audit work requiring accuracy, confidentiality and careful handling of sensitive information.
- Organised and reviewed documentation to support governance and assurance processes.
- Guided the development of project objectives, established clear performance expectations.
- Strengthened stakeholder relationships through regular updates and clear communication.
PALS and Complaints Manager
Croydon Primary Care Trust
2008.06 - 2008.10
- Managed community care complaints, requiring careful review of information, accurate record keeping and professional communication.
- Handled sensitive patient and service-user information confidentially and appropriately.
- Liaised with staff and stakeholders to gather information and support timely complaint responses.
- Held regular training sessions for staff members on effective communication techniques, raising overall team competence level.
- Analysed trends in customer complaints for strategic planning purposes.
Board Secretary
NHS London
2007.01 - 2008.04
- Provided administrative and secretarial support to the Board.
- Coordinated papers, agendas, meetings and documentation to support effective governance.
- Managed information accurately and ensured documents were prepared and circulated in line with deadlines.
Head of Corporate Affairs
South-East London Strategic Health Authority
2004.01 - 2006.12
- Led corporate governance, risk, health and safety and board administration functions.
- Managed confidential organisational information and supported formal committee processes.
- Oversaw documentation, reporting and administrative systems in complex NHS environment.
Complaints Manager and FHS Disciplinary Coordinator
2000.09 - 2003.12
- Managed Family Health Service complaints and tribunal disciplinary procedures.
- Maintained accurate records and supported clear, structured case handling.
- Communicated professionally with complainants, clinicians, managers and external stakeholders.
Education
Postgraduate Diploma - Management
London South Bank University
Managing Successful Programmes Practitioner
National School of Government
BA (Hons) - Social Science and Administration
Goldsmiths, University of London
Skills
- Attention to detail and accuracy
- Organisational and prioritisation skills
- Confidential information handling
- Proficient in Microsoft Office
- Experience with digital systems
- Process adherence and instruction following
- Record keeping and document management
- Data protection and confidentiality understanding
- Calm and reliable under pressure
- Team collaboration and independent work
Voluntary Experience
PTA Committee Secretary, Pre-School Management Committee, Alzheimer’s Society Local Management Committee, Classroom Teaching Assistant, Cancer Research Campaign
Additional information
I bring a strong understanding of confidentiality, safeguarding, data protection and professional record keeping from both NHS and regulated childcare settings. I am particularly suited to roles requiring accuracy, organisation, careful document handling and the ability to follow clear processes.
Timeline
Clinical Governance Administrator
South London and Maudsley NHS Foundation Trust
2024.10 - 2025.09
Ofsted Registered Childminder / Early Years Practitioner
Self-employed
2014.10 - 2023.07
SUI Project Manager
Croydon Primary Care Trust
2009.10 - 2010.06
PALS and Complaints Manager
Croydon Primary Care Trust
2008.06 - 2008.10
Board Secretary
NHS London
2007.01 - 2008.04
Head of Corporate Affairs
South-East London Strategic Health Authority
2004.01 - 2006.12
Complaints Manager and FHS Disciplinary Coordinator
2000.09 - 2003.12
Managing Successful Programmes Practitioner
National School of Government
BA (Hons) - Social Science and Administration
Goldsmiths, University of London
Postgraduate Diploma - Management
London South Bank University