Lucy Dummett
Wellington,Somerset
Summary
Accomplished patient centered professional with extensive expertise in practice operations and management, demonstrating mastery in medical coding and NHS system understanding. Proven leadership in staff recruitment, training, and development, ensuring ethical practice and patient confidentiality adherence. Adept at managing patient complaints and developing practice improvement plans, leveraging strong communication skills and cultural competency. Committed to upholding CQC compliance while fostering employee wellness programmes and advocating for patient care.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work history
Leadership Team and Head of Reception and Admin
Luson GP Practice
Wellington, Somerset
04.2014 - 11.2025
- Executed daily duties with precision and efficiency, achieving high productivity levels.
- Delivered tasks within deadlines while maintaining accuracy, attention to detail and good patient care.
- Established communication channels with department heads to address staffing requirements.
- Implemented training programmes to bridge workforce skills gaps effectively.
- Managed staffing schedules for optimal coverage during peak times, enhancing service delivery.
- Reduced waiting times by revamping appointment booking procedures by assisting in planning and implementing a Triage Hub for improved patient flow.
- Handled patient complaints professionally, resulting in increased satisfaction and trust and cultivating good patient relationships.
- Coordinated regular staff meetings and performance reviews to align with practice objectives.
- Collected and filed admission, discharge and coding reports to maintain thorough and accurate patient records.
Housekeeping Staff
Bindon House
Wellington, Somerset
06.2011 - 07.2012
- Delivered exceptional customer service during guest interactions and request responses.
- Managed linen inventory to avert shortages and maintain supply.
- Ensured adherence to health and safety protocols in housekeeping duties.
- Demonstrated meticulous attention to detail, improving cleanliness standards.
- Assisted in laundry operations, guaranteeing availability of clean linens and uniforms.
- Handled guest complaints efficiently, resolving issues promptly.
- Collaborated with various departments to facilitate seamless operations.
Self Employed Stylist
Madallys Hair Salon
Wellington, somerset
06.2006 - 03.2010
- Executed advanced cutting techniques to deliver sophisticated hairstyles.
- Perfected blow-drying techniques, ensuring long-lasting sleek finishes.
- Maintained salon hygiene standards to provide a pleasant environment.
- Resolved customer complaints through effective problem-solving skills.
- Conducted detailed consultations to ascertain client needs for desired results.
- Managed appointments to minimise waiting times for clients.
- Participated in professional training workshops to enhance skill set.
- Assisted junior stylists, promoting team cohesion and development.
Education
Introduction to Counselling - Counselling Skills
Somerset Skills and Learning
Taunton, Somerset 10.2012 - 11.2012
Level 1 Key skills - Literacy Skills
Somerset Skills and Learning
Taunton, Somerset 05.2011 - 03.2012
NVQ Level 2 - Hairdressing
Keith St Peters Academy
Hereford, Herefordshire /1999 - /2003
Skills
- Calm under pressure
- Communication skills
- Public Relations
- Leadership
- Medical coding knowledge
- Practice operations
- Ethical practice upholding
- Patient confidentiality adherence
- NHS system understanding
- Effective delegating
- Practice management software mastery
- IT systems expertise
- Patient confidentiality understanding
- Employee training and development
- Staff recruitment and training
- Cultural competency
- CQC compliance knowledge
- Patient complaint management
- Practice development plans
- Customer service techniques
- IT Proficiency
- Staff rotas and scheduling
- Data analysis and reporting
- Practice complaint oversight
- Disease coding
- Patient advocacy
- Initiative taking
- Ethical judgement
- Employee wellness programmes
- Resilience under pressure
- Cultural awareness
- Team Leadership
- Interpersonal communication
Accomplishments
I started at Luson Surgery working one day a week in reception. Over the last 11 and a half years progressed to Head of Reception and Admin and was part of the team navigating the surgery through COVID and assisting the Practice Manager who was working remotely. That led to working closely with our new Practice Manager and becoming part of the surgery Leadership team and Co-acting Practice Manager to cover their maternity leave. I'm so proud of the patient centered team I have helped to create and nurture which enabled us to deliver excellent patient care and a working environment that looked after and retained our staff.
Timeline
Leadership Team and Head of Reception and Admin
Luson GP Practice
04.2014 - 11.2025
Introduction to Counselling - Counselling Skills
Somerset Skills and Learning
10.2012 - 11.2012
Housekeeping Staff
Bindon House
06.2011 - 07.2012
Level 1 Key skills - Literacy Skills
Somerset Skills and Learning
05.2011 - 03.2012
Self Employed Stylist
Madallys Hair Salon
06.2006 - 03.2010
NVQ Level 2 - Hairdressing
Keith St Peters Academy
/1999 - /2003
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