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I qualified as a registered nurse in 1983. Until 1988 I worked across many departments including elderly care, acute medicine, acute surgery and coronary care.From 1988 I became a ward manager on a coronary care and intensive care unit and in 1993 I completed ENB 125 Intensive and Coronary Care Course. I remained in this post until July 2000. During this time I wrote and updated policies and procedures for the Coronary Care and High Dependency unit, investigated many complaints and adverse incidents and provided reports on these to various agencies - routinely updating policies and guidance notifications to improve practice. I managed both capability and disciplinary issues reporting to and sitting on disciplinary panels. I held the hospital bleep entailing a significant of time spent in A&E, assisting with acute emergency medical and surgical patients.
In July 2000 I moved into a completely new field of nursing - telephone triage at NHS Direct Wales as a senior nurse managing a small team and site at Bangor, North Wales. I trained with my team in the use of the software and regularly took calls over the first few years.
I project managed the government led transition to a different version of clinical support software, also committing to full training with my team, ensuring my skill and competence to manage any issues or incidents.
In 2007 I became the Clinical Operations Manager for NHS Direct Wales, managing and supporting all 3 telephone triage departments of NHS Direct in Bangor, Swansea and Mamhilad, Gwent. I was a leading member of the team in regard to constructing and opening our purpose built integrated clinical call centre in Mamhilad – the first of its kind in Wales.
I regularly investigated serious adverse incidents and reviewed those investigated by my team on our data reporting software. I then issued new or updated guidelines as a consequence of this and often met with our training team to discuss issues and recommend any training updates required. As part of my role, I set up our Clinical Review Panel. Triage calls were regularly reviewed – but feedback to the nurse was the most important quality aspect. The panel reviews recently audited calls for the quality of the audit and feedback. This provided a “belt and braces” approach to caller safety. I chaired this panel since its inception to remain grounded in the speciality.
I have also provided clinical expert input to local trusts following serious incidents and appeared as an expert witness before the Nursing and Midwifery Council.
I retired from my post of Clinical Operations Manager in July 2016. I am currently the deputy manager of a 58 bed nursing/residential/EMI residential home.
I accept instructions from both Claimant and Defendant Solicitors and Insurers. I have undergone formal training in the medico-legal process and am fully aware of my responsibilities under the Civil Procedure Rules (CPR) pertaining to Expert Witnesses.