Orla Delaney

• From November 2023 to March 2024, I had a fixed term contract working at Cinderford Health Centre as a Band 3 Call Handler for the ICT Multidisciplinary Team. During my time at Cinderford Health centre, I worked in a customer facing environment, which included taking patients details in a sympathetic and understanding manner, whilst ensuring that calls are handled effectively, efficiently and in a manner that preserves dignity and confidentiality.

• The focus of my work was to take telephone calls, gather information, and input referrals onto the electronic care records using System One and other administrative support such as, scanning documents, taking messages and signposting enquiries from staff members. Collaboration with partners and community services was a key element to this role and supporting the wider community for signposting self-management.

• I worked as part of a team in the Referral Centre handling all Nursing and Multidisciplinary referrals in the local areas. The purpose of the Referral Centre where I worked was to act as a hub through which all incoming referrals are received, triaged and responded to in a timely way, using a multi-disciplinary approach. MDT comprises Occupational Therapy, Physiotherapy, Community Nursing, Reablement and Admin support.

• I learnt many life skills whilst working at CHC. Although it helped me to maintain a professional and friendly demeanour while ensuring customer satisfaction. It was a fast-paced and challenging role from time to time, but also very rewarding when you’re able to help people out.

• As an Apprentice Healthcare Assistant from October 2022 to June 2023, I had a diverse range of responsibilities
• For my apprenticeship, I was allocated to Ward 2B at Gloucestershire Royal Hospital
• Ward 2B was a specialist surgery ward, which specialised in ENT and Oncology (Cancer in the Ears, Nose and Throat), as well as Maxillofacial patients (treatment of facial conditions/reconstruction)
• Some of the key duties included assisting patients with various activities of daily living (ADL), such as bathing, dressing, and feeding
• I was also responsible for taking physiological measurements, administering medication under the supervision of a registered nurse, and documenting patient progress in medical records
• As an apprentice, I gained valuable experience by shadowing experienced Healthcare professionals and attending training sessions to learn new skills
• I also attended tutor group delivery sessions, ran by the Hart foundation which covered the written side of my apprenticeship
• This included, face-to-face delivery sessions where I was tutored alongside other apprentices and given assignments to complete
• This was to cover the written part of my apprenticeship, working towards my Level 2 Diploma in Healthcare
• I also had opportunities to participate in team meetings and contribute to care planning for patients.

• From August to November 2021, I had a temporary contract working as a customer service assistant for a family ran business
• Specifically, I worked at a cheese stall at festivals around the county
• As part of my role, I was responsible for preparing, making, and serving food to customers who visited the stall
• Throughout my time working for the business, I encountered a number of challenges and successes
• One of the main challenges was dealing with high volumes of customers during peak times, such as lunchtime or early evening
• I was able to handle these situations with ease by staying organised and working efficiently
• In addition, I found great satisfaction in providing excellent customer service and seeing the happy faces of customers as they enjoyed the food I had prepared
• I gained valuable experience in food service and learned the importance of teamwork and communication in a fast-paced environment
• My temporary contract with the Raclette Cheese business was fun and rewarding, and I went on to use the skills and knowledge I gained in my future role.