Tracey Hayden
Poole,Dorset
Summary
Dedicated professional with a strong foundation in healthcare support, demonstrating exceptional multitasking efficiency and conflict resolution skills. Experienced in medication administration and data entry, with a compassionate and client-centred approach. Skilled in empathetic communication and tactful diplomacy, ensuring reliable dependability in all tasks. Holds a Basic Life Support Certification and adept at using People Planner software to enhance operational efficiency. Career goal includes advancing within the healthcare sector to further develop expertise in patient care management.
Overview
1
1
Certification
11
11
years of post-secondary education
35
35
years of professional experience
Work history
Care coordinator
Pramacare
Poole Dorset, Dorset
2012.04 - Current
- Maintained detailed records, ensuring accurate documentation.
- Streamlined processes to increase operational effectiveness.
- Handled sensitive information confidentially, respecting privacy laws and regulations.
- Provided emotional support for increased patient comfort.
- Monitored changes in patients' conditions, adjusting care plans as necessary.
- Liaised with family members by providing regular updates on patient progress.
- Advocated on behalf of patients, protecting their rights and dignity.
- Prioritised tasks efficiently, managing time effectively.
- Managed staff rotas for optimal coverage during peak periods.
- Organised appointments with specialists to facilitate timely medical intervention.
- Handled emergency situations calmly, ensuring the safety of all involved.
- Communicated effectively with patients, improving understanding and satisfaction.
- Collaborated with healthcare professionals for comprehensive patient treatment plans.
- Responded efficiently to day-to-day changes in care and support packages.
- Liaised with variety of healthcare professionals, social workers and case managers to deliver highest level of care to service users.
- Adhered to health and safety requirements in all aspects of care.
- Created a safe environment for staff and service users, ensuring compliance with infection prevention policies across all tasks.
- Allocated suitable carer to customers and answered questions or concerns to alleviate stress or confusion.
- Promoted individual wellbeing, verifying service users were safeguarded against abuse and neglect.
- Worked with recruitment personnel to provide sufficient current and future staffing levels.
- Observed and respected patient dignity, privacy and independence to encourage communication
- Kept detailed, accurate records for well-maintained care continuity between support staff.
- Monitored service user progress, escalating concerns for swift resolution.
- Promoted independence and positive wellbeing when working with vulnerable adults and children.
- Responded proactively to changing circumstances for optimised service user care.
- Built positive, productive client relationships for enhanced social support.
- Attended regular training and supervision workshops for improved service user support.
- Liaised with families and caregivers to develop balanced rehabilitation programmes.
Care support worker
care watch
Dorset, dorset
2011.01 - 2012.04
- Encouraged participation in recreational activities for enhanced quality of life.
- Supported mobility-impaired patients, fostering independence while ensuring safety.
- Aided in physical therapy exercises to accelerate recovery processes.
- Provided emotional support for distressed individuals to foster calm environments.
- Ensured medication administration as per schedules, adhering strictly to guidelines and instructions from healthcare professionals.
- Enhanced patient dignity with respectful personal care assistance.
- Monitored changes in behaviour or health status to alert medical professionals promptly.
- Promoted a positive attitude among co-workers fostering an agreeable work atmosphere.
- Delivered high-quality care by closely following individualised care plans.
- Managed anxiety or agitation in patients through calming techniques and strategies.
- Documented all care provided accurately, improving communication amongst team members.
- Worked closely with families, providing updates on loved ones' wellbeing.
- Maintained clean and hygienic surroundings, promoting health and safety standards.
- Assisted in all aspects of personal hygiene, prioritising patient dignity, privacy and independence.
- Assisted in all aspects of personal care while encouraging independence and activity appropriate to individual ability.
- Maintained high levels of patient morale, providing guidance and encouragement through physical and emotional support.
- Safely lifted, transferred and repositioned service users using hoists and wheelchairs.
- Worked in close partnership with families, friends and carers to improve care plan effectiveness.
- Prepared tasty and healthy meals to meet dietary requirements.
- Collaborated with clients to clean house and prepare meals with person-centred care approach.
- Successfully empowered individuals to pursue hobbies and leisure activities, such as shopping and creative activities.
- Offered palliative care to patients with serious and terminal illnesses.
- Changed bed linens, washed clothes and cleaned living quarters to maintain healthy personal environments.
- Used manual handling techniques and lifting aids to position clients in safe, comfortable postures.
- Helped individuals manage daily activities of living due to age, illness or injury, or chronic condition.
- Kept detailed records of care activities, condition changes and treatment responses.
- Adapted care activities in response to clients' mood, energy levels, and preferences.
- Accompanied clients to important appointments.
- Involved clients in decision-making to promote independence.
- Fed clients with severe limitations and assisted more mobile clients with self-feeding.
- Planned client meal plans, shopped for ingredients and cooked meals.
- Answered questions from clients, family members, and other carers.
- Supported clients and families through difficult emotional times with sound medical advice and caring personal assistance.
- Nurtured trusted rapport with clients, family members, and healthcare professionals.
- Ran personal errands for clients and transported individuals to social gatherings.
- Coordinated clients appointments with healthcare professionals in support of ongoing treatment objectives.
- Read aloud to clients, offering mental stimulation and social companionship.
- Assisted clients with adapting to life changes due to bodily or brain injuries.
- Partnered with supervisors and social services team to help coordinate quality care.
- Provided tailored support to family members through particularly difficult periods.
Night shift worker
Tesco
Poole, Dorset
2007.11 - 2010.10
- Achieved timely completion of tasks by managing time effectively.
- Adhered strictly to company policies and procedures during shifts, ensuring quality control.
- Provided prompt assistance to team members which boosted morale and productivity.
- Maintained a clean and safe working environment for optimal productivity.
- Coordinated deliveries throughout the night shift ensuring seamless operation.
- Understood and applied health and safety protocols and regulations.
- Applied best ergonomic practices to carry out repetitive heavy lifting and long periods of standing and walking.
Check out operator
co op
Romford, Havering
1999.06 - 2001.10
- Adhered strictly to health and safety regulations thereby creating a safe work environment.
- Dealt professionally with difficult customers ensuring minimal disruption in store operations.
- Followed company policies strictly while dealing with age-restricted items sale.
- Helped maintain stock levels on shop floor during quiet periods serving overall operational efficiency.
- Assisted customers to find products, enhancing their shopping experience.
- Operated till accurately, reducing errors in cash handling.
- Improved customer satisfaction by providing prompt, courteous service at the checkout.
- Enhanced stock management with efficient bagging and packing techniques.
- Managed queue efficiently resulting in reduced waiting time for customers.
- Worked collaboratively with team members to meet shift targets smoothly.
- Helped train new staff contributing positively towards teamwork and skill development within the team.
- Identified counterfeit notes meticulously thus preventing financial losses for the store.
- Responded to customer queries effectively, promoting positive brand image.
- Maintained cleanliness of checkout area for an organised and professional environment.
- Promoted store loyalty cards, improving customer engagement.
- Handled payments for a smooth transaction process.
- Processed returns and exchanges to ensure customer satisfaction.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Reduced customer wait times through optimised checkout processes.
- Processed cash, cheque, credit and debit payments accurately and efficiently, minimising till discrepancies.
- Operated cash registers with proficiency during high-volume shopping times, reducing customer queues.
- Regularly cleaned and straightened work areas, ensuring stores stayed tidy in line with company standards.
- Helped customers to locate specific products by conducting thorough stockroom checks, delivering exceptional service.
- Issued receipts for customer purchases and gifts, advising on in-store return and exchange policies.
- Maintained excellent client satisfaction by providing professional, courteous customer service.
- Bagged, boxed and wrapped goods with care to maintain quality and presentation.
- Educated customers on promotions, offers and special events to enhance product sales.
- Assisted customers with additional needs in transporting goods to vehicles, elevating client service.
- Displayed and restocked merchandise by following brand guidelines.
- Engaged in pleasant chit chat for friendly and personalised service.
- Kept checkouts areas and general store clean and orderly.
- Scanned products quickly, memorising codes and prices for unmarked products.
- Resolved customer complaints and answered queries about store products.
- Made sure baskets, bags and trolleys were available for customers and didn't obstruct aisles or entrances.
- Helped customers to pack away shopping for improved customer experience.
- Checked notes carefully to spot counterfeit currency.
- Used cash registers and POS systems to request and record customer orders and compute transactions.
- Helped meet business needs by working extra shifts.
- Checked customer ID when selling age-restricted items, following store policy.
- Greeted customers entering store and responded promptly to customer needs.
- Assisted customers with finding items, completing exchanges and obtaining refunds.
- Wrapped and bagged purchases for customers to easily carry items without damage.
- Scanned products at high tempo to quickly process customer transactions.
- Assessed notes and vouchers to determine validity and decrease fraudulent activities.
- Counted change correctly and issued customer receipts.
- Weighed products of varying shape and size to calculate correct values.
- Trained and mentored new cashiers and clerks in correct processes.
- Increased customer retention by offering loyalty schemes at checkout.
Customer service assistant
Co operative society
Tottenham, Haringey
1991.06 - 1995.03
- Improved customer relations by managing customer complaints effectively.
- Monitored inventory levels regularly, preventing potential stock-outs or overstocks.
- Adapted quickly to changes in store layout or products range, minimising disruption to service delivery .
- Utilised product knowledge effectively whilst assisting customers with purchases decisions.
Education
GCSEs - Maths
NPCC
Tottenham, Haringey 1989.09 - 1991.06
GCSEs - English language
NPCC
Tottenham, Haringey 1989.09 - 1991.06
GCSEs - English Literature
NPCC
Tottenham, Haringey 1989.09 - 1991.06
GCSEs - Science
NPCC
Tottenham, Haringey 1989.09 - 1991.06
A-Levels - Maths
NPCC
Tottenham, Haringey 1991.09 - 1993.06
NVQ Level 2 - Health and social care
Pramacare
Dorset 2012.01 - 2012.10
NVQ Level 3 - Health and social care
Pramacare
Dorset 2012.10 - 2013.11
Skills
- Approachable demeanour
- Multitasking efficiency
- Conflict resolution in care
- Clear decision-making
- Data entry and reporting
- Reliable dependability
- Tactful diplomacy
- Medication Administration
- Compassion and understanding
- People Planner software
- Basic Life Support Certification
- Emotional resilience
- Empathetic communication
- Client-Centred approach
Affiliations
- Walking, musical theatre, socialising.
Accomplishments
Employee of the year award 2025 at Pramacare.
Certification
NVQ level 2 and 3 in health and social care
Timeline
NVQ Level 3 - Health and social care
Pramacare
2012.10 - 2013.11
Care coordinator
Pramacare
2012.04 - Current
NVQ Level 2 - Health and social care
Pramacare
2012.01 - 2012.10
Care support worker
care watch
2011.01 - 2012.04
Night shift worker
Tesco
2007.11 - 2010.10
Check out operator
co op
1999.06 - 2001.10
A-Levels - Maths
NPCC
1991.09 - 1993.06
Customer service assistant
Co operative society
1991.06 - 1995.03
GCSEs - Maths
NPCC
1989.09 - 1991.06
GCSEs - English language
NPCC
1989.09 - 1991.06
GCSEs - English Literature
NPCC
1989.09 - 1991.06
GCSEs - Science
NPCC
1989.09 - 1991.06