LOUISE NELSON
Rotherham
Summary
Results-oriented operations manager with a proven track record in achieving financial and growth objectives. Expertise in ethical practices and quality improvement within long-term care, ensuring compliance with CQC regulations. Demonstrated ability to make decisive choices under pressure while leading services that promote client independence. Experienced in launching new branches and driving turnaround projects with a focus on robust improvements.
Overview
11
11
years of professional experience
1
1
Certification
Work history
Registered Manager
Emyvale Care, Residential Home
2019.04 - 2020.08
- Ensure safe operation of residential home by implementing comprehensive safety protocols and regular inspections.
- Enhanced capacity by implementing strategic initiatives that optimise resource utilisation.
- Assisted in communication between local authority and hospitals. Supported coordination of health services with local stakeholders. Facilitated connections between healthcare providers and local government.
- Conducted comprehensive health and safety audits to ensure compliance with regulations.
- Ensured all daily records and documents comply with CQC legislation.
- Facilitated support for families and residents to enhance community wellbeing.
- Oversaw budgets and costings to ensure financial accountability and resource optimisation.
- Led a high-performing team of employees to drive operational excellence.
- Ensured compliance with regulatory standards to maintain registration status.
- Documented care provided to ensure accuracy and compliance with healthcare standards.
- Facilitated a positive working environment through proactive conflict resolution strategies.
- Pioneered innovative strategies to drive continuous improvement in service delivery.
- Facilitated collaborative efforts with multidisciplinary teams to enhance coordination in care provision.
- Recruit qualified staff to enhance team performance and capability.
- Oversaw budgets to ensure financial viability of facility.
- Developed comprehensive care plans to optimise patient outcomes.
- Designed and implemented in-house training programmes to enhance staff competencies and skills.
- Conducted comprehensive risk assessments to ensure adherence to safety standards.
- Administered company budgets and staff rotas to maximise productivity and profitability.
- Trained and developed high-quality healthcare providers to uphold best practices in home care.
- Implemented safeguarding policies within residential settings to elevate protection of service users.
- Ensured continuous assessment of quality care services while implementing robust quality assurance processes aligned with contractual and regulatory standards.
- Guided staff to implement safe and effective interventions for managing behaviours that challenge.
- Orchestrated recruitment and training strategies to successfully assemble administrative team.
- Developed and implemented training programmes to enhance staff capabilities in alignment with business objectives.
Operations manager
Rmbc
Rotherham, South Yorkshire
2024.05 - Current
- Spearheaded teams to achieve business objectives on time while ensuring alignment with organisational goals and budgetary limits.
- Oversaw operations for three large services with over 300 staff, ensuring efficient service delivery and high-quality standards.
- Ensured readiness of services for upcoming inspections by implementing rigorous preparation protocols.
- Conducted mock CQC inspections to ensure compliance with regulatory standards.
- Conducted thorough investigations and implemented disciplinary procedures to ensure adherence to organisational policies.
- Foster collaboration and trust among colleagues to enhance teamwork outcomes.
- Cultivated an environment prioritising continuous learning to enhance employee development and foster competency growth.
- Optimised operational efficiency through process streamlining and strategic plan implementation.
- Enforced health and safety measures to ensure a safe working environment for all personnel.
- Transformed senior management directives into actionable front-line policies to enhance operational efficiency and team alignment.
- Orchestrated recruitment and training initiatives to foster a highly effective administrative team.
- Developed robust budgets and implemented cost control strategies to optimise resource allocation.
- Oversaw facility maintenance to ensure organisational standards and boost operational efficiency.
Contract Compliance Officer
Rmbc
2022.02 - 2024.04
- Facilitated comprehensive technical consultations, addressing customer inquiries with expertise and tailored solutions.
- Implemented systematic quality assurance framework incorporating regular audits and feedback mechanisms to maintain excellence in product quality.
- Coordinated interactions with CQC and various regulatory bodies, focusing on compliance and policy alignment.
- Conducted safeguarding assessments and attended collaborative meetings with multidisciplinary teams to address concerns and implement effective strategies.
- Conducted thorough evaluations of service quality based on contractual agreements, focusing on deliverables and compliance.
- Achieved successful service delivery and project outcomes through effective staff leadership. Delivered comprehensive training programmes that improved team skills and efficiency. Ensured projects were completed on time and met quality benchmarks through diligent supervision.
- Analysed data and reviews of local and national policy and best practice, utilising qualitative and quantitative research methods to support informed decision-making.
- Collaborated with team members to evaluate service performance metrics and implement improvements aligned with organisational goals.
- Achieved successful development and execution of action plans and work programmes. Implemented effective policies and procedures that improved organisational compliance. Generated innovative marketing strategies that enhanced brand visibility.
- Enhanced collaboration by effectively organising and chairing meetings and focus groups. Achieved consensus on agendas, driving productive outcomes for working groups. Streamlined communication between internal and external teams, fostering engagement and participation.
- Applied strategic financial management techniques to maintain adherence to budgetary targets.
- Engaged with internal customers, local authorities, outside agencies, and the private sector to establish cooperative networks and streamline communication.
- Compiled and articulated formal and informal reports for management and elected members, incorporating detailed recommendations for enhancements and subsequent actions.
- Handled diverse customer complaints, utilising both verbal and written communication to achieve appropriate resolutions within established deadlines.
- Coordinated multiple projects simultaneously while adhering to strict deadlines and quality guidelines.
- Demonstrated agility in high-pressure situations, effectively managing multiple tasks while maintaining quality and focus.
- Created clear and concise documents using Microsoft Word and additional software tools, ensuring effective communication across teams.
Regional Manager
LOTUS HOME CARE
2017.10 - 2026.03
- Supervise operations across two care branches with distinct needs within local boroughs.
- Enhance training protocols to ensure compliance with CQC standards and alignment with domiciliary care criteria.
- Optimised efficiency through utilisation of computerised management systems to generate comprehensive reports.
- Strengthen care provision by aligning with policies, procedures, and legislative goals.
- Oversaw budget allocations and implemented cost controls to enhance transitions to new care home services.
- Led teams of employees across various shifts to deliver comprehensive support for individuals with profound and complex needs.
- Ensured compliance policies align with care KPI management to uphold regulatory standards.
- Assisted in management of two branches providing elderly, mental health, and end-of-life care. Supported staff in delivering high-quality care to patients. Contributed to maintenance of care standards and compliance with regulations.
- Collaborated with local authorities to manage contingency crisis operations effectively.
- Assisted teams in completing projects on time and within budget. Supported cross-functional collaboration to meet project requirements. Contributed to project planning and execution to enhance efficiency.
- Spearheaded compliance initiatives for Lotus Home Care, earning a green award from Sheffield Council.
- Analysed patient and family feedback to identify key opportunities for staff recognition and improvement.
- Achieved financial growth objectives by developing and implementing key performance indicators and metrics.
- Directed expansion initiatives for start-up branches, overseeing teams of over 100 staff and coordinating 1800+ man hours.
- Developed a comprehensive training and compliance matrix to ensure oversight and monitoring of multiple branches.
Registered Manager
LOTUS HOME CARE
2017.06 - 2026.03
- Oversaw recruitment processes and guided 70 staff through efficient hiring and selection strategies.
- Established connections with Rotherham Borough Council. Participated in forum partnership meetings to support community initiatives. Assisted in fostering collaborative relationships with local stakeholders.
- Conduct inspections and develop action plans to address highlighted concerns.
- Facilitated periodic registered manager meetings to ensure adherence to CQC standards.
- Facilitated quality information sharing to enhance care delivery and support CQC reporting requirements.
- Align procedures with domiciliary care services to ensure compliance and quality standards are met.
- Assisted in achieving project milestones by coordinating with team members. Supported project execution within deadlines and budget constraints. Facilitated communication among stakeholders to ensure project alignment.
- Secured contract with RMBC by delivering 170 hours of specialised care, resulting in a total of 1200 hours on spot purchase and CCG.
Registered manager
Each Other care
2020.08 - 2022.02
- Oversaw safe operation of 53-bed care home, ensuring compliance with regulatory standards.
- Enhanced operational capacity through strategic resource allocation and process optimisation.
- Liaised with local contact officer and CQC to ensure compliance with regulations.
- Ensure completion of all daily records in accordance with KLOE requirements.
- Facilitated safe admissions for residents and families, ensuring adherence to all safety protocols.
- Led a team of 45 staff to enhance operational efficiency and foster a collaborative work environment.
- Conducted comprehensive audits and risk assessments to identify potential vulnerabilities.
- Oversee costing budgets to ensure accurate financial planning and resource allocation.
- Addressed complaints and concerns to ensure effective resolution.
- Assisted seniors and team leaders with daily tasks. Provided support to ensure smooth operations. Helped coordinate activities within the team.
- Implemented policies and procedures to ensure compliance and enhance operational efficiency.
- Assisted in conducting supervisions for team members. Supported performance appraisals to ensure fair evaluations. Helped assess competency levels of staff.
- Ensured compliance with regulatory standards and organisational policies to mitigate risks and enhance operational integrity.
- Reported safeguarding concerns to CQC and locality safeguarding teams with accountability and precision.
Deputy Manager
LOTUS HOME CARE
2016.12 - 2017.06
- Asked to contribute to the set-up of this start up branch due to feedback and personal strengths
- Integral part of the facility management group that empowered care staff and boosted morale
- Quickly developed the branch up to 170 hours through solid relationships with local authorities
- Reviewed care provision and promoted quality support that reflected overall company values
- KEY ACHIEVEMENTS;
- Developed and shaped department objectives, standards of performance, policies and procedures
- Led facility staff and consultants in producing a business plan that focused on care operations
- Delivered high retention through clear communication and supervisory best practices
Care Coordinator
HOUSING & CARE 21
2015.04 - 2016.12
- Directed more than 50 staff, demonstrating accountability for management of over 800 hours of care in office base.
- Maintained comprehensive records of sickness to facilitate assessments of feedback and staff performance.
- Implemented care protocols for adults with learning disabilities to enhance overall well-being and support.
- Facilitated compliance management processes and executed staff appraisals and objective setting.
Education
Diploma of Higher Education - Post graduate Leadership and Management
London college
London 2023-09
Skills
- Quality assurance
- Leadership guidance
- cost management
- Service orientation
- Care administration
- Care process management
- Service marketing
- Team leadership
- analytical thinker
- Budget allocation
- CQC knowledge
- Risk assessment
- Mentoring programs
- Family dynamics
- Compliance policy development
- Attention to detail
- care pathway design
- Financial oversight
- Adaptability
Certification
- NVQ 2 Health and Social Care - NVQ Vision Training (North East) Ltd, 2015
- NVQ 3 Health and Social Care NVQ Vision Training (North East) Ltd, 2016
- NVQ 5 Health and Social Care NVQ Vision Training (North East) Ltd, 2017
- Moving and Handling Train the Trainer - Pulse Training, 2018
- 3 Day First Aid Course - Pulse Training, 2018; Child Abuse Awareness - RMBC, 2017
- Mental Health Awareness - RMBC, 2018; Tissue Visibility Awareness - RMBC, 2018
- DOLS - RMBC, 2016; Moving and Handling; Train the Trainer
References
AVAILABLE ON REQUEST
Awards & Recognition
React to Red Champion; Dementia Friends Champion; Dignity Champion, Sheffield Council Green Award Led for compliance at Lotus Home Care
Timeline
Operations manager
Rmbc
2024.05 - Current
Contract Compliance Officer
Rmbc
2022.02 - 2024.04
Registered manager
Each Other care
2020.08 - 2022.02
Registered Manager
Emyvale Care, Residential Home
2019.04 - 2020.08
Regional Manager
LOTUS HOME CARE
2017.10 - 2026.03
Registered Manager
LOTUS HOME CARE
2017.06 - 2026.03
Deputy Manager
LOTUS HOME CARE
2016.12 - 2017.06
Care Coordinator
HOUSING & CARE 21
2015.04 - 2016.12
Diploma of Higher Education - Post graduate Leadership and Management
London college