Rachael Metcalfe

• Company Overview: The company I currently work for, has multiple subsidiaries within urgent care and planned care providers, which I have worked across autonomously to provide an integrated and uniform approach to care delivery with minimal cost.
• I am able to deliver strong leadership, coaching and mentorship, along with substantial experience in delivering performance efficiencies, quality and governance
• Success in providing high quality care, budgetary accountability and performance standards
• Skilled in-service delivery within clinical contact centres, including 111 services and urgent care centers, planned care, involving physiotherapy and podiatry to the NHS and prison services in the UK
• Outsourcing to the waiting list initiates and external tenders within the NHS
• I have delivered strategic oversight to enable large-scale change
• Taking staff on the journey, empowering and engaging with them and directors at every stage
• In my current role I manage and secure contacts with external and internal organisations involving the management of business surveillance, long-term conditions and sickness and absence
• Completion of all HR activities for the team and run the day-to-day operations and service agreements
• Attending meetings and manage the IT platforms that we use to record all interactions and personal data
• Producing reports of these data platforms to evidence current Key Performance Indicators (KPIs) are within parameters
• Providing surveillance on staff and potential outbreaks within the workplace environment
• Working closely with the lead cross infection practitioner to coordinate issues and follow policies and actions that may be required in these instances while supporting the continued operational management in providing a service
• Coordinating monthly meetings with our service providers to ensure that the services are running effectively and within service agreements
• Keeping up to date with clinical governance and cascading information to the team
• Assisting the Managing Director with any requirements or information that is requested
• I have continued to develop my skills in IT platforms, including Microsoft office and Excel
• I possess extensive experience in these platforms
• Competent in PowerPoint and presenting information to large groups of individuals

ompetent in completing business proposals and presenting them externally and internally

• I have recently commenced a project on creating an internal podcast to the company on current developments and topics that are relevant to the business
• I am accredited Mental Health First Aider and co host the quarterly update meetings, also providing support in this role to other Mental Health First Aiders and staff within the organisation
• In this role I have been managing pages on the company internet to provide updated resources and clinical support and advice
• Keeping an active caseload, which allows me to keep abreast with current advice regarding the management of long-term conditions such as Diabetes, COPD, Epilepsy and Mental Health issues
• Ensuring that all our staff, processes and policies are regularly reviewed and are up to date with any changes recommended by the National Institute of Clinical Excellence and Clinical Governance recommendations regarding condition management and patient safety
• Ensuring that all staff and myself have completed all mandatory training and are NMC regulated with 3 yearly DBS checks
• Completing and investigating complaints or compliments within company policy guidelines
• Completing IG requirements in line with the GDPR guidelines of 2018
• In March 2020, due to the COVID pandemic, I was extensively involved in the design and rollout of a COVID support line for the company and its staff
• It was rolled out within 72 hrs with a working database and dedicated phone number
• It was called the Sickness and Absence Management Service (SAMS)
• Due to the initial success of the service, it was extended across the whole company for all sickness and absenteeism
• Initially, the calls into the service were predominantly for COVID support, it has now become apparent that over the period since March 2020, staff needs have become more complex, partially due to the pandemic and long COVID but also exacerbation of original and new health conditions, possibly due to COVID infection
• As a consequence, mental health issues have increased significantly
• COVID has impacted a lot of people in all areas of their lives
• The company I currently work for, has multiple subsidiaries within urgent care and planned care providers, which I have worked across autonomously to provide an integrated and uniform approach to care delivery with minimal cost

• This was in addition to my role as a Health Coach
• I had additional responsibilities, including supporting staff and completing clinical audits on all other staff to achieve no less than 90% on scores out of a 100%
• Assisting the Clinical Director in the running of our services, running and writing monthly reports on the different services, and setting up new workspaces and telephonic services to support new contracts
• Acting as a senior manager in meetings when my director was unable to attend
• I also completed all day-to-day operations of Totally Health
• Keeping up to date with clinical governance and monthly monitoring plans

• My role was working as a Health Coach, which consists of:- Providing Clinical support, guidance and information to clients to empower and enable them to make the best of their own situation and most appropriate use of the health care services available to them
• I coached individuals to become more knowledgeable about their health and supported them in making informed health decisions
• Making and receiving calls regarding a large number of Patient Decision Aids
• Helping the user to take a step-by-step approach to assist them in making decisions regarding their care and the options available to them
• To complete this role, I undertook intensive in-house training on all 36 of the current Patient Decision Aids, including lung, breast and prostate cancers, AAA repair and diagnosis, Carpel Tunnel Syndrome, Cataracts, COPD, Depression, Diabetes, Kidney failure, High Blood pressure, High Cholesterol, Osteoarthritis and stroke prevention plus End Of Life Care
• Another aspect of this role was to offer long-term care management to individuals suffering from COPD, Diabetes Type 1 and 2, Cardiac disease, Cardiac Failure and all long-term health conditions
• Completing extensive training in the causes, symptoms and management of these diseases
• This includes medication adherence, diet and nutritional advice, what to do with exacerbations of their long term conditions and how to manage them, and signposting them to local and national support networks, ranging from acute services to helplines and charities
• Supporting them in healthy behavioural change to support them in managing their disease more effectively
• Speaking to these individuals on a regular basis and supporting them in behaviour change and their own management of their disease and other health problems, including Parkinson’s, Kidney Disease, Arthritis, Cancer, hearing and vision loss, hereditary conditions and many other health problems
• My role included supporting them to make choices to manage their disease on a daily basis in an effective way to allow them to live their lives and control the disease and how it affects them
• Also, I am a recognised Qualified Smoking Cessation Practitioner providing support for people currently in the process of giving up smoking

• My roles and responsibilities at NHS Direct consisted of: - Undertaking a medical assessment of Callers over the phone
• To assess their symptoms and advise them on the best action they should take to alleviate these symptoms
• To provide, in depth, health advice to empower them to seek the right help
• Using the knowledge and training received to complete an in depth assessment of the caller, taking into account all relevant medical history and their current situation and using this information to assist with clinical decision making
• Involving emergency services, GPs, social services, child protection, vulnerable adult services and other Multi-Disciplinary teams
• Communicating at a high level both orally and written with the other multidisciplinary teams involved with these referrals
• Writing referrals, using the current IT package that was used within NHS Direct, at a high level
• Working independently while assessing the callers and adhering to productivity targets advised by NHS Direct
• Continued training in Child protection, Mental Health, Vulnerable adults, Confidentiality, Clinical governance and many others areas within the continuing professional development programme at NHS Direct
• Continually updating my knowledge, with the Department of Health and the National Institute of Clinical Excellence and their ongoing recommendations
• Seeking advice when needed but able to work successfully as an individual or as part of a team
• Adapting to a constantly changing environment and adjusting effectively
• Assessing and preceptoring new staff in the Role of a Nurse Advisor
• During my time at NHS Direct I was also selected to sit on a board of specialised staff in developing care packages for clients who phoned the service frequently with specific health problems
• These included End Stage Of Life, Dementia, Alzheimer’s and Mental Health care
• This involved intensive training, updates and continued development into these different conditions
• Using recognised treatments and care approaches recommended for these different conditions, but also incorporating a holistic approach at all times
• This involved regular contact with the clients to plan the most effective care for them including involving them and their care team consisting of GPs, CPN’s, District Nurse’s and Macmillan Nurses, planning and facilitating an individual care plan for their needs addressing all the aspects of their conditions

• Role and responsibilities consisted of assisting the Anaesthetist with sedating and anaesthetising patients who were undergoing Cardiac Surgery
• Working as a team and on an individual basis
• Covering emergencies and routine operations
• Calibrating and checking all equipment needed
• Administering Intravenous drugs
• Recovering the patient after their procedures and returning them back to the ward
• Close monitoring of vital observations and acting accordingly with those findings
• Continued communication with the Multidisciplinary Team at all times
• Continued in house training regarding procedures, pain relief and mandatory training
• Teaching and precepting students, junior staff and new staff members
• Completing off duty, ordering stock and equipment

• Assisting the Anaesthetist with sedating and anaesthetising patients who were undergoing surgical procedures
• Working as a team and on an individual basis
• Calibrating and checking all equipment needed
• Administering Intravenous drugs
• Recovering the patient after their procedures and returning them back to the ward
• Close monitoring of vital observations and acting accordingly with those findings
• Continued in house training on pain control, anaesthetic procedures and Mandatory training

• Assisting the Anaesthetist with sedating and anaesthetising patients who were undergoing surgical procedures
• Working as a team and on an individual basis
• Covering emergencies and routine operations
• Calibrating and checking all equipment needed
• Administering Intravenous drugs
• Recovering the patient after their procedures and returning them back to the ward
• Close monitoring of vital observations and acting accordingly with those findings

• Company Overview: a 14-bed nursing home
• Here, I was the Nurse in charge of the Elderly care residential / Nursing setting
• This role consisted of working with a variety of illnesses and conditions, including End Stage of Life, Dementia, Alzheimer’s, Cardiac and Lung Disease, Parkinson’s, Huntington's and Mental Health Issues
• Completing and planning the appropriate care for these individuals and facilitating it
• Control of medicines and coordinating the everyday care and well-being of these individuals
• Wound care, medications, CPAP therapy, Catheter care, Diabetes care and PEG feed plus administering medication via a PEG
• PEG care and monitoring
• Assessing immediate responses to emergencies and working with multiple agencies effectively and professionally
• A 14-bed nursing home

• This involved looking after clients in a respite facility to provide them with holistic individual care while they were staying there
• This also involved planning and facilitating their care and well-being
• A combination of respite and End of Life care was provided during my shifts to make the clients stay as comfortable as possible

• Company Overview: a teaching company that provides tutoring and learner support for individuals completing a level 2 certificate in a number of health-related courses at QCF level
• I regularly receive and mark papers, providing the learner with telephone, email and Skype support when needed
• Also, providing one to one learning sessions if the learner requires them
• A teaching company that provides tutoring and learner support for individuals completing a level 2 certificate in a number of health-related courses at QCF level