Summary
Overview
Work history
Education
Skills
Timeline
Personal Information
Custom
References
Generic

Jacqueline Denham

Penrith,Cumbria

Summary

Accomplished professional with expertise in practice development planning and management systems training, adept at patient complaint resolution and department leadership. Demonstrates proficiency in supply chain negotiation, strategic research and analysis, and operational support services. Skilled in project planning and execution, new product introduction strategies, and project management. Possesses effective delegation skills, organisational management capabilities, financial budgeting and forecasting acumen, along with payroll administration expertise. Committed to driving organisational success through innovative solutions and strategic initiatives.

Overview

16
16
years of professional experience

Work history

Practice manager

Rowcliffe House Vets
Penrith, Cumbria
08.2024 - Current
  • Launched patient feedback programme, enhancing service quality and responsiveness.
  • Managed staffing schedules, ensuring optimal coverage during peak times.
  • Recruited high-quality medical and support staff to strengthen service delivery.
  • Fostered inclusive culture within practice, promoting higher staff retention rates.
  • Implemented new scheduling system, improving patient flow and satisfaction levels.
  • Coordinated staff training sessions to elevate skills and knowledge across teams.
  • Developed a new website
  • Implement a new Practice plan
  • Streamlined administrative processes to enhance overall practice efficiency.
  • Liaised with suppliers, security personnel, and pharmaceutical representatives for operational support.

Prtactice Director

IVC
Keith, Buckie, Banff, Banffshire
01.2024 - Current
  • Managed daily operations by overseeing financials, key performance indicators and employee performance.
  • Formulated business plans to increase growth and minimise cost for company.
  • Designed business strategies to obtain short and long-term goals for company.
  • Championed customer-centric approach, enhancing overall service delivery and satisfaction.
  • Looking at overuse of locums, then under booking in current market.
  • Achieved 95K refurbishment grant in 5 weeks of arrival
  • Conducted audits and risk assessments to achieve regulatory compliance.
  • Upskilled staff through targeted training opportunities, enhancing team capabilities.
  • Introduced new opportunities for team building and communication, resulting in better team performance.
  • Install of IVC MERLIN to replace ROBOVET
  • Install of VETIMPRESS

Practice Manager SA, LA & Equine

Hampden Partners LTD
Aylesbury, Buckinghamshire
10.2020 - 12.2024
  • Collaborated across 3 divisions with over 100 staff to maintain stable and happy and safe work environment
  • Prepared budgets and annual plans for 6 Million pound plus to meet practice objectives with guidance from practice principals.
  • Redesign and implemented CT Scanner and new reception and waiting areas
  • Redesigned wasted building space and created New reception and waiting space with three newly designed consult rooms taking us from 2 to 6 consultation spaces
  • Collaborated with professional HR advisors for non-routine personnel queries.
  • Coordinated regular staff meetings and performance reviews to meet practice objectives.
  • Managed procurement of practice equipment, supplies and services, consistently meeting budget targets.
  • Interacted with and addressed patients complaints, finding mutually beneficial solutions.
  • Maintained accounting systems for all income, expenses and allocations.
  • Arranged duty and holiday rotations, liaising with staff to provide satisfactory cover for same.
  • Acted as practice complaints officer, taking, recording and investigating complaints and recommending remedial actions.
  • Communicated agreed practice policy to staff and introduced systems for support.
  • Prepared meaningful and timely financial reports as required by principals.
  • Facilitated smooth practice operations, making arrangements for practice equipment maintenance to minimize malfunctions.
  • Oversaw and developed efficient appointments system, reducing patient wait times.
  • Participated in interviewing, hiring and orientation of new staff, securing top talent to meet practice needs.
  • Monitored and evaluated performance of practice, suggesting improvements to save on operating cost.
  • Oversaw practice communications and collateral with accurate, most up-to-date patient information.
  • Prepared practice for any external compliance inspection.
  • Interacted with and addressed patients complaints, finding mutually beneficial solutions.

Business Development / Operations Manager

River Banks Wellness
Harpenden, Hertfordshire
02.2018 - 10.2020
  • Influenced key decision-making and established trust with stakeholders.
  • Drew on understanding of key markets to push development of business strategies.
  • Grew engagement, interaction and reputation through multi-platform campaigns for outstanding levels of client satisfaction.
  • Generated leads to bring in new client revenue and improve bottom-line profitability.
  • Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
  • Consistently exceeded revenue targets through new account penetration and development.
  • Coached team to build client relationships and exceed sales targets.
  • Analysed financial data to track and achieve budget targets.
  • Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
  • Liaised with management to align daily operations with overarching priorities.

CQC Surgical Manager

Optical Express
Hammersmith, Hammersmith and Fulham
11.2017 - 03.2018
  • Established clear budgets with sound controls to keep business operating with optimum finances.
  • Enforced service standards to maintain establishment reputation for excellence.
  • Kept business in compliance with internal controls, industry regulations and health and safety requirements.
  • Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
  • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
  • Conducted audits and risk assessments to achieve regulatory compliance.
  • Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
  • Created and implemented best practice policies and processes to aid operational performance.
  • Acted as point of contact for high-level queries and represented team at senior leadership meetings.
  • Introduced new opportunities for team building and communication, resulting in better team performance.
  • Helped to reduce staff turnover rates by driving improvements in team culture, transparency and cohesion.

CQC Practice Manager - Harley Street Dual Site

SK:N
London, City of London
05.2013 - 01.2018
  • Acted as practice complaints officer, taking, recording and investigating complaints and recommending remedial actions.
  • Interacted with and addressed patients complaints, finding mutually beneficial solutions.
  • Prepared budgets and annual plans to meet practice objectives with guidance from practice principals.
  • Complied with and maintained knowledge of government legislation and regulations.
  • Monitored and evaluated performance of practice, with over 80 staff suggesting improvements to save on operating cost.
  • Managed procurement of practice equipment, supplies and services, consistently meeting budget targets.
  • Arranged duty and holiday rotations, liaising with staff to provide satisfactory coverage.
  • Coordinated regular staff meetings and performance reviews to meet practice objectives.
  • Responded promptly to general enquiries and record requests from physicians to minimise patient service delays.
  • Prepared budgets and annual plans to meet practice objectives and increase revenue.
  • Maintained accounting systems for all income, expenses and allocations.
  • Drafted timely financial reports as required by principals.
  • Participated in interviewing, hiring and orientation of new staff, securing top talent to meet practice needs.

Spa Manager

Champneys
London, London
08.2009 - 05.2017
  • Managed inventory, supply orders and schedule demand to facilitate smooth spa operations.
  • Leading team of 25 spa staff to continuously exceed sales targets.
  • Effectively managed all spa operations, generating minimum of 1million in revenue per 12months.
  • Created and implemented performance-based employee recognition programme that led 70% productivity increase.

Education

NVQ Level 5 - Veterinary Practice

VMG - Veterinary Degree
09.2022 -

NVQ Level 5 - Hair & Beauty

TAFE - Apprenticeship
01.1995 - 12/1997

High School Diploma - Matriculation

Heights High School

Skills

  • Practice development planning
  • Practice management systems training
  • Patient complaint resolution
  • Department leadership
  • Supply chain negotiation
  • Strategic research and analysis
  • Operational support services
  • Project planning and execution
  • New product introduction strategies
  • Project management expertise
  • Effective delegation skills
  • Organizational management
  • Financial budgeting and forecasting
  • Payroll administration expertise


Timeline

Practice manager

Rowcliffe House Vets
08.2024 - Current

Prtactice Director

IVC
01.2024 - Current

NVQ Level 5 - Veterinary Practice

VMG - Veterinary Degree
09.2022 -

Practice Manager SA, LA & Equine

Hampden Partners LTD
10.2020 - 12.2024

Business Development / Operations Manager

River Banks Wellness
02.2018 - 10.2020

CQC Surgical Manager

Optical Express
11.2017 - 03.2018

CQC Practice Manager - Harley Street Dual Site

SK:N
05.2013 - 01.2018

Spa Manager

Champneys
08.2009 - 05.2017

NVQ Level 5 - Hair & Beauty

TAFE - Apprenticeship
01.1995 - 12/1997

High School Diploma - Matriculation

Heights High School

Personal Information

Custom

Current

References

References available upon request.

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Jacqueline Denham