Jan Houston
Gorebridge,Midlothian
Summary
Experienced clinical support worker with 8 years in the NHS, adept at providing high-quality, person-centred care across diverse hospital settings including Intensive Care, High Dependency, and Medicine of the Elderly. Proficient in personal care tasks such as bathing and catheter management, skilled in wound dressing and pressure area care, and experienced in using NHS systems for accurate data recording. Committed to maintaining patient dignity and respect while effectively communicating with patients and families.
I wish to resume my career within the healthcare sector to enhance my patient care skills and provide all patients with the high level care they require.
Overview
21
21
years of professional experience
11
11
years of post-secondary education
Work history
Administrative assistant
Lime M&E Ltd
Edinburgh , Midlothian
04.2024 - 12.2025
- Handled sensitive information discreetly maintaining high level confidentiality at all times.
- Contributed to team effort by accomplishing related results as needed.
- Organised client meetings, prepared agendas and took detailed minutes.
- Supported accurate record-keeping with proficient data entry skills.
- Streamlined administrative processes for increased efficiency in the workplace.
- Improved customer satisfaction through prompt response to email and phone queries.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
- Supported staff with administrative needs for photocopying, faxing and filing.
Clinical support worker
NHS Lothian
Edinburgh, Midlothian
01.2016 - 03.2024
- Aided nursing staff, resulting in efficient operation of the ward.
- Adhered strictly to healthcare policies and protocols, upholding high standards of practice.
- Delivered meals and refreshments to ensure adequate nutritional intake by patients.
- Accompanied patients during hospital transfers for continuity of care.
- Maintained cleanliness and hygiene standards on wards to minimise infection risks.
- Improved patient comfort by providing personal care and aiding with mobility.
- Provided emotional support to patients and their families, fostering trust and rapport.
- Upheld respect and dignity whilst delivering sensitive care services.
- Carried out regular observations and routine checks, ensuring timely interventions when required.
- Respected confidentiality guidelines whilst handling sensitive information about patients' condition.
- Handled non-clinical duties including dressing, toileting and feeding patients.
- Maintained patient dignity throughout personal and intimate care.
- Offered compassionate emotional support to patients and families.
- Operated hoists and assistive technology safely for patients with mobility issues.
- Demonstrated respect, compassion and professionalism to maintain high standards for diverse patient groups.
- Escalated patient health concerns to superiors for appropriate care plan management.
- Prioritised patient wellbeing by observing strict infection control procedures.
- Carried out assigned patient care tasks unsupervised and in line with company policies and procedures.
- Performed varied clinical tasks including venepuncture, wound dressing and physiological observations.
- Remained physically fit to meet manual handling requirements.
- Met exact care plan arrangements to speed up patient recovery.
- Developed patient independence through socialisation activities.
- Updated patient files and medical records using [Type] system.
- Promoted independence and positive wellbeing when working with vulnerable adults and children.
- Kept detailed, accurate records for well-maintained care continuity between support staff.
- Built positive, productive client relationships for enhanced social support.
Customer service advisor
Scottish Gas
Edinburgh , Midlothian
03.2008 - 01.2016
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Provided detailed information about products and services to potential customers.
- Guided customers through troubleshooting process with patience and clarity.
- Handled high volume of calls daily for faster issue resolution.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Managed complex customer issues to successful resolution.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Built rapport with clients through empathetic handling of concerns.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Transferred customer calls to respective department or personnel to address specific issues.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
Lost Property & Production Officer
Lothian & Borders Police
Edinburgh , Midlothian
03.2005 - 05.2007
- Collaborated with colleagues for effective teamwork.
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Worked diligently under pressure whilst preserving high-quality output.
- Provided customer service to improve overall visitor experience.
- Performed thorough investigations into reported incidents, leading to accurate record-keeping.
- Handled sensitive information with discretion and professionalism.
Education
Higher National Diploma - Beauty Therapy
Jewel & Esk Valley College
Bonnyrigg, Midlothian 08.2001 - 06.2004
GCSEs - English
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
GCSEs - Maths
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
GCSEs - Office Information Studies
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
GCSEs - Home Economics
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
GCSEs - Physical Education
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
GCSEs - Geography
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
GCSEs - French
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
GCSEs - CDT
Lasswade High School
Bonnyrigg, Midlothian 08.1999 - 08.2000
Skills
During my 8 years of employment, as a clinical support worker, within the NHS I worked in a number of different hospitals and wards these included -
* Intensive Care
* High Dependancy
* Medicine of the Elderly
* Community Hospitals
* Surgical
* Medical
* Orthopaedics
* Acute Medical Unit
* Vascular
* Stroke
* Maternity
During my time in a healthcare enviroment I gained a lot of skills and knowledge required in a patient care & support role those being-
* Providing respect, care & dignity to all patients
*High quality person centred care
* Personal care - bathing, showering, bed bathing
* Catheter management
* Wound dressing
* Assisting with eating and drinking
* Manual handling
* Aiding mobility - hoists, stand aids, walking aids, up stand assistance, patient turner
* Pressure area care
* Provided 1-2-1 care
* Communicate and provide support to patient & families
* Carrying out care rounding during shift and accurately recording and escalating where required
* Following a patients death carrying out personal care and preparation of body
* Used NHS systems to record data
Affiliations
- Health & Fitness
- Spending time with my family
- Walking my dog
Timeline
Administrative assistant
Lime M&E Ltd
04.2024 - 12.2025
Clinical support worker
NHS Lothian
01.2016 - 03.2024
Customer service advisor
Scottish Gas
03.2008 - 01.2016
Lost Property & Production Officer
Lothian & Borders Police
03.2005 - 05.2007
Higher National Diploma - Beauty Therapy
Jewel & Esk Valley College
08.2001 - 06.2004
GCSEs - English
Lasswade High School
08.1999 - 08.2000
GCSEs - Maths
Lasswade High School
08.1999 - 08.2000
GCSEs - Office Information Studies
Lasswade High School
08.1999 - 08.2000
GCSEs - Home Economics
Lasswade High School
08.1999 - 08.2000
GCSEs - Physical Education
Lasswade High School
08.1999 - 08.2000
GCSEs - Geography
Lasswade High School
08.1999 - 08.2000
GCSEs - French
Lasswade High School
08.1999 - 08.2000
GCSEs - CDT
Lasswade High School
08.1999 - 08.2000