Olivia Middleton
Summary
Driven professional with proven track record in team leadership and inventory management, showcasing strong organisational skills and attention to detail. Demonstrates proficiency in customer service and compliance with healthcare regulations, ensuring smooth operations and patient satisfaction. Eager to bring transformative impact to a Dispensary Manager role.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work history
Dispensary manager
KFM Outpatient, Kings College
09.2024 - Current
- As Dispensary Manager for the Outpatient Pharmacy, I oversee daily operations, allocate tasks based on staff strengths, and ensure efficient workflow. I also act as deputy during the Pharmacy Manager’s absence, maintaining continuity and service quality.
- I monitor and analyze near-miss logs to identify areas where staff may need additional support or training. This proactive approach enhances patient safety and reduces risk.
- I participate in service improvement meetings, focusing on cost-effective strategies, KPI achievement, and recruitment planning in collaboration with HR.
- I manage the staff rota, creating a five-week schedule via the Rotageek app to support work-life balance and operational planning.
- I conduct regular 1:1s and annual appraisals, ensuring staff are progressing toward objectives, addressing concerns, and identifying opportunities for development and career growth.
- I review patient feedback via the Happy or Not app, using insights to recognize staff excellence and address service gaps. This initiative has contributed to a 95% positive response rate since the start of the year.
- I serve on the recruitment panel, helping to select candidates who align with our values and contribute to a high-performing team.
Dispenser
KFM Outpatient Pharmacy at Kings College Hospital
06.2021 - 09.2024
- Dispenser – Outpatient Pharmacy: Gained extensive knowledge across a wide range of medications and clinics, enhancing my clinical and operational skills.
- Patient Interaction: Counseled patients on medications and recommended over-the-counter products, ensuring safe and effective use.
- Stock Management: Ordered OTC stock and created seasonal planograms to optimize product placement and boost sales.
- Dispensary Operations: Accurately dispensed medications in a high-volume setting, including chemotherapy, dialysis, and private fertility prescriptions. Handled private payments and provided tailored patient counselling.
- Home Delivery Coordination: Supported the virtual pathway team by arranging medication deliveries, confirming patient details, and providing remote counselling.
- Team Leadership: Delegated daily tasks such as stock management and prescription dispensing, ensuring timely completion and readiness for the next day.
Dispenser/Counter Assistant
7Day Chemist
02.2018 - 07.2021
- NVQ Level 3 Qualified: Completed the Counter Assistant/Dispensing course, advancing my pharmacy career.
- Customer Service & Dispensing: Served walk-in patients, dispensed prescriptions, and prepared dosette boxes for those needing medication support.
- Prescription Management: Built strong relationships with GP surgeries to resolve prescription issues promptly and manage reorders efficiently.
- Stock Ordering: Managed inventory using platforms like Alliance and Sigma, aligning orders with sales trends and seasonal demand.
Education
GCSE's - English literature, English language, Maths
St Catherines Catholic school
09.2013 - 09.2021
A-Levels - Sociology, Religious Studies, Media
Christ The King Sixth Form College
NVQ Level 3 - Dispensing Course
7 Day Chemist
Skills
- Excellent listening skills
- Interpersonal skills
- Written communication
- Verbal communication
- Self-motivated
- Confident
- Professional
- Initiative
- Critical thinking
- Decision making
- Team player
- Problem solving skills
- Attention to detail
- Adaptability
Accomplishments
In 2016 I committed myself to the NCS Challenge during the autumn holidays, this is where I gained many skills for example, independence, resilience and confidence. I then got a certificate by the end for taking part in the challenge.
By working alongside my team I was able to receive an annual kudos award for the remarkable service we provide to patients by introducing a new system for where patients are able to comfortably wait for their prescriptions to be dispensed, checked and handed out to patients. Providing them an excellent patient experience. I also received an on the spot reward for when our systems shut down in the pharmacy and there was possibility of not being able to provide a service to customers. I used my strong communication skills, initiative and prominent presence to continue to operate the service and keep both patients and colleagues calm in a stressful situation.
Timeline
Dispensary manager
KFM Outpatient, Kings College
09.2024 - Current
Dispenser
KFM Outpatient Pharmacy at Kings College Hospital
06.2021 - 09.2024
Dispenser/Counter Assistant
7Day Chemist
02.2018 - 07.2021
GCSE's - English literature, English language, Maths
St Catherines Catholic school
09.2013 - 09.2021
A-Levels - Sociology, Religious Studies, Media
Christ The King Sixth Form College
NVQ Level 3 - Dispensing Course
7 Day Chemist
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