Lee-Ann Scott
Glasgow,City of Glasgow
Summary
Compassionate healthcare professional skilled in delivering patient care while ensuring comfort and safety. Strong communicator and effective collaborator in healthcare teams, adept at managing high-pressure situations with composure. Quickly adapts to new environments, utilising problem-solving abilities to enhance patient support and operational efficiency. Committed to maintaining patient confidentiality and fostering positive relationships with patients and families.
Overview
8
8
years of professional experience
Work History
Nurse
NHSGGC
Paisley
01.2025 - 06.2025
- Maintained infection-control standards in a fast-paced, high-dependency unit daily.
- Kept patient areas clean and comfortable while following infection-control policies.
- Measured blood pressure, pulse, and temperature, recording vital signs accurately.
- Administered oral, topical, and intravenous medicines based on symptoms and plans.
- Monitored patient symptoms and reported changes promptly for continuity of care.
- Noted signs of deterioration and recorded observations for swift response.
- Documented patient care by charting in patient and department records.
- Inspected, cleaned, and dressed wounds to support optimum healing progress.
- Educated patients and families on disease prevention and health maintenance.
- Provided emotional support to patients and families during illness recovery.
- Communicated compassionately when delivering difficult news to patients and families.
- Collaborated with multidisciplinary colleagues to implement patient care plans effectively.
- Collated medical data for patient records, maintaining strict confidentiality
- Prepared patients for clinical procedures, providing reassurance and practical advice to ease concerns.
NHS Call Handler
NHS 24
Glasgow
01.2023 - 07.2024
- Provided empathetic support and information to enhance NHS patient experience and satisfaction.
- Managed calls calmly and proactively under pressure during time-critical situations.
- Created precise, detailed data records to support reliable incident reference.
- Managed emergency calls by identifying emergency type and dispatching ambulances.
- Resolved customer queries and complaints quickly to improve service reliability and efficiency.
- Disseminated public health information during campaigns to support community awareness and wellbeing.
- Delivered a relaxed, friendly phone approach to keep callers calm.
- De-escalated difficult conversations through professionalism to reach mutually satisfactory resolutions.
- Followed confidentiality protocols to safeguard sensitive customer information at all times.
- Prioritised emergency, urgent, and routine calls to meet service user needs.
- Maintained confidentiality with patient focus under data protection requirements.
- Connected and transferred external calls to correct departments for faster handling.
- Followed call scripts and adhered to company policies during phone conversations.
- Completed quick risk assessments by asking concise questions and giving safety advice.
- Conducted follow-up calls to confirm issue resolution and service excellence.
- Collaborated with team members to resolve complex issues and improve service quality.
- Used headset and computer software to type and communicate locations clearly.
Healthcare Support Worker, various settings
NHS Greater Glasgow and Clyde
Paisley
10.2017 - 11.2022
- Built strong, trusting relationships with patients by providing continuous support and delivering best possible care.
- Assisted patients with daily personal care tasks, including bathing, dressing, and grooming to promote comfort and hygiene.
- Assisted with daily living activities, promoting independence amongst elderly clients.
- Provided emotional support to patients and families, offering reassurance and empathy during challenging times.
- Worked with compassion, kindness and care to deliver exceptional patient-centred clinical services.
- Monitored patient behaviour closely to determine health changes, reporting concerns immediately.
- Assisted service users with personal care-related activities maintaining dignity and respect.
- Maintained a clean and safe environment, conducting regular checks and cleaning routines in patient areas.
- Supported patients with day-to-day wellbeing, including washing, dressing, feeding and medication administration.
- Engaged in respectful communication, respecting the dignity of those in care.
- Facilitated patient mobility through support with walking, transfers, and use of mobility aids, enhancing independence.
- Stayed in line with health and safety regulations by wearing PPE throughout patient care, such as gloves, aprons and face masks.
- Reviewed individualised care plans, making changes based on progress and required improvements.
- Actively listened to patients' complaints and feedback, actioning improvements to continuously elevate quality of care.
- Engaged patients in therapeutic activities, promoting mental stimulation and social interaction for well-being.
- Delivered compassionate end-of-life care, ensuring comfort and dignity for patients in their final stages.
- Remained calm and effective under pressure to maintain high care standards against performance targets.
- Guaranteed that service users' confidentiality was maintained and respected.
- Supported senior health professionals in implementing effective care programmes for optimised patient recovery.
- Disposed of hazardous and chemical waste into correct disposal systems, following company regulations.
Education
Bachelor of Science - Bsc Adult nursing
University West of Scotland
Paisley, RFW01-2024
Skills
- Infection prevention
- Medication administration
- Wound care management
- Patient confidentiality
- Team collaboration and support
- Critical thinking
- Time management strategies
- Emotional resilience
- Conflict resolution skills
- Active listening and feedback
- Written and verbal communication
- Compassionate communication
Languages
English
First Language
Interests
- Going to cinema
- Going to concerts and events
- Shopping
- Spending time with family and friends especially my grand daughter and daughter
- Going on holiday and sightseeing
- Listening to Music (all genres)
- Walking and going to gym
Timeline
Nurse
NHSGGC
01.2025 - 06.2025
NHS Call Handler
NHS 24
01.2023 - 07.2024
Healthcare Support Worker, various settings
NHS Greater Glasgow and Clyde
10.2017 - 11.2022
Bachelor of Science - Bsc Adult nursing
University West of Scotland