Patient Service Customer

Brampton, ON e: **************@*****.*** p: 647-***-****

c: 647-***-****

OBJECTIVE

A result driven, ambitious Director of Care with experience building high-performance nursing teams, driving safety and quality, and improving the patient experience. With five years of management experience and adult teaching skills, well versed in providing mentorship to clinical teams as well as providing support to Senior Management and delivering new initiatives through in-services. A proven leader with a track record of overcoming difficult situations and passion for patient-centered care.

EDUCATION

Infection Prevention and Control Routine Practices Certification // 2020

Georgian College, Barrie, Ontario

Long-term care Administration certification // 2016-2017

CHA Learning, Toronto, Ontario

Masters in Obstetrics and Gynecology (M.Sc.N) // 2009-2011

M.M University, Ambala, Haryana, India

Bachelor of Science in Nursing (B.Sc.N) // 2004-2008

Shri Guru Ram Dass College of Nursing, Hoshiarpur, Punjab, India

CERTIFICATIONS

KEY SKILLS AND AREAS OF EXPERTISE

Canadian Registered Nursing Examination Licensure

Quality care throughout the home as per MOHLTC & CNO guidelines

Participate in Evidence based Nursing Practice.

Indian Nursing Council, Punjab Nursing Council Licensure

Programs management

CPR/AED level HCP Certification

Regulatory compliance

Patient Assessment Certification

Process improvement

Infection Prevention and Control Routine practices Certification

Budget management

Turnaround management

Change management

Policy & Protocol development

Teaching & Counselling residents and staff

ACHIEVEMENTS

Staff Recruitment, Retention & Morale

Cervical Cancer Research Thesis

Patient satisfaction

Graduated with 9 distinctions

Communication skills

Relationship management

Computer proficiency

LANGUAGES

Nursing leadership & Management skills

English

Attendance management: shift management and contingency planning

Punjabi

Ordering supplies and inventory check

Hindi

Critical incident reporting to MOHLTC

Cervical cancer screening & Colposcopy Gynae Onco-pathology/Gynae Onco-nursing/Breast Symposium

Intravenous therapy

HIGHLIGHT OF QUALIFICATIONS

5+ years of managerial experience in an LTC setting in the role of a Director of Care, Associate Director of Care, Nurse Manager and in all aspects of resident care and MOHLTC program standards including supervision of PSWs, RPNs, RNs in a unionized environment.

Current experience with PC, Microsoft Office, Point Click care (PCC), Yardi, Relias and Minimum Data Set (MDS) assessment and documentation.

Understanding of QI Process, progressive Discipline, Quality Improvement Initiatives, Emergency Preparedness, Wound management, Behavior management and Infection Prevention.

Skilled in managing and delivering resident care, needs and services while functioning within a multidisciplinary team fostering knowledge of long-term care concepts and philosophies.

WORK EXPERIENCE

DIRECTOR OF CARE // April 2020- Sept 2021 // Tullamore Care Community LTC, Brampton

Manages, mentors and directs 295 staff, consisting of 20 direct reports and 275 indirect reporting in a 159 bed LTCH providing direction to nursing and non-nursing team in all aspects of resident care to ensure effective nursing care

Promotes and support home’s Mission, Vision and values

Manages all aspects human resources relating to the nursing and non-nursing department

Maintains the Legislative Compliance with all appropriate legislation, LTCHA and Regulation 79/10, Occupational health and safety Act, Employment Standards Act and Labor Relations Act.

Demonstrate sound knowledge of resident bill of rights and monitors to ensure the rights of residents are always respected and promoted

Develops policies and procedures consistent with resident care practices, LTCHA, CNO and Regulation and other applicable legislation

Identify residents’ culture, attitudes, beliefs about individualized resident-centered care plan.

Manages all financial matters associated with the home, budgeting, resource allocation, purchasing, staffing etc.

Reviews trends quality improvement activities and takes lead in changing practices, introducing new policies, programs and services based on identified trends and analysis.

Takes leadership in all programs.

Is accountable and responsible for all aspects of services delivered by the nursing department

Effectively communicate with staff at all levels, residents, families, other departments and external stakeholders, ensuring an interdisciplinary focus for the care and services provided

Participates and acts as a chair on various committees, Infection Control Professional Advisory committee, Occupational health and safety committee, Continuous Quality care Committee, Circle of care, Resident safety committee etc

Responsible for selection, sound training and development of all nursing Department personnel and ensure the effective development of all supervisory level personnel through the provision of sound objectives, guidance, training and the appropriate delegation of responsibility and authority.

Ensure control and safe-keeping of drugs and narcotics

Ensure the maintenance of medical and nursing records

Participates in the organizing the fire-drills and safety measures for all nursing personnel

Auditing the dietary department to ensure that residents nutritional needs are met.

Ensure infection control practices are followed by the team members at all times.

Facilitate intersectoral partnerships and networks using team building, group participation and conflict management.

ASSOCIATE DIRECTOR OF CARE // Sept 2019- March 2020// Tullamore Care Community LTC, Brampton

Oversees nursing team based on clearly defined lines of authority and communication

Performs nursing duties to ensure clinical excellence at all levels in the home

Leads the implementation and monitoring of required clinical programs, i.e Infection prevention, Fall Prevention, Skin and Wound care, Continence Care, Pain management, Behavior management and Rehabilitation program.

Oversees clinical care processes to ensure that care is delivered according to individual plans of care for residents

Actively participates in committees according to terms of reference and areas of responsibility

Models and fosters an environment of positive customer service in all aspects of care

Coordinates and ensure care processes for the RAI-MDS program, Nursing Rehab and restorative Care program are implemented, including evaluation outcomes and monitoring of performance metrics.

Supports multidisciplinary teams in understanding resident’s individual needs, provide clinical leadership and guidance to colleagues and advocate for residents to actively participate in decisions about their care.

Provide training and education to the clinical team and manage inventory and supplies.

NURSE MANAGER // Feb 2014- Feb 2020// The Westbury LTC Residence, Etobicoke ON

Manages, mentors and directs 40 staff in a 187 bed LTCH providing direction to nursing team

Maintains nursing guidelines, reviews and updates policies as required sourcing comprehensive knowledge of evidence based clinical practices

Upholds nursing operations by initiating, coordinating and enforcing program, operational and personnel policies and procedures, prepares and delivers in-services to all nursing staff utilizing excellent interpersonal and communication skills

Establishes a compassionate environment by providing emotional, psychological and spiritual support to patient, friends and families by identifying patient service requirements to authenticate personal rapport with potential/actual patients

Supports and sustains nursing staff job results by coaching, counselling and disciplining employees while planning, monitoring and appraising job results.

Promotes patients’ independence by establishing patient care goals, teaching and counselling patient, friends and family and reinforcing their understanding of disease, medications and self-care skills

Safeguards that the nursing department complies with the Corporate and facility objectives, policies and procedures and MOH standards, monitoring and QI program to improve the quality of nursing services.

INFUSION NURSE // Sept 2014- Present// Inviva- Mckesson Canada, Mississauga ON

Uses critical thinking, therapeutic communication and clinical decision-making skills to assess, plan, implement, educate and evaluate patients’ health situation throughout their treatment therapy

Follows provincial College of Nurses (CNO) standards and guidelines on medication administration and respects patient specific medical directives for administration and treatment of adverse events (AE) and provides medical intravenous therapy monitoring and post administration observation and assessment.

Documents patient care services and manages records in accordance with company policies to promote patient independence, answer questions and teaches patients to understand their condition and medication.

Maintains quality, safety and infection control standards to ensure safe nursing practice through the provision of Infection control and Risk management.

Maintains continuity among nursing teams by documenting and communicating actions, irregularities, continuing needs and by communicating information, responding to requests, building rapport, participating in team problem-solving methods

Establishes a compassionate environment and supporting patients by maintaining and protecting patient confidentiality and preserving safe and clean working environment by complying with the procedures, rules and regulations

Ensures proper operation of equipment by completing preventive maintenance requirements, conserving clinic medical and stationary supply levels

NURSE MANAGER // 2008-2009// City Hospital, Phagwara. Punjab, India

Familiarity with the reimbursement regulations laid by the provincial and federal laws regarding administration, confirming that policies and procedures were implemented to provide quality care to maximize patient outcomes and profit.

Ability to work on multiple projects and prioritize the workload.

Evaluated individual performance of team members through written Annual Performance Appraisals and Performance Improvement plan and Developed processes to screen, interview, hire and train and maintain competency of all staff.

Staffed and scheduled nursing personnel, including budgeting and managing the use of temporary agency staff as appropriate.

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