Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Margaret (Margie) Stephen-Harmey

Ryde,NSW

Summary

Highly-motivated individual with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills as demonstrated in facilitating resolutions to complaints for NSW health consumers. Strong clinical knowledge with over 25 years as a Registered Nurse and an enthusiastic presenter in educational settings. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisation.

Overview

34
34
years of professional experience

Work History

Resolution Officer

Health Care Complaints Commission
01.2022 - Current
  • Working with NSW consumers to protect and improve the health system and working within the guidelines of the Australian National Safety and Quality Standards
  • Work within the HCCC regulatory framework to identify if care provided was reasonable and whether it pose a risk to future consumers
  • Objectively navigate the conflict resolution space with empathy to identify potential gaps in service and risk to public health and safety
  • Facilitate complex negotiation and complaints management and provide avenues for discussion to rebuild trust and identify opportunities for improvement through various resolution avenues
  • Utilise clinical knowledge to review and assess Clinical Incident Reports and IIMS and provide clarification about clinical information to complainants
  • Conduct workshops, information sessions and outreach in regional and rural areas to promote the work of the Health Care Complaints Commission

Registered Nurse

ICU Royal North Shore Hospital (RNSH)
09.2021 - 10.2021
  • Responding to the growing requirement of ICU nurses during the COVID pandemic
  • Management of ventilated and non-ventilated patients and use of hospital-specific ICU computer software system ERIC
  • Demonstrated excellence in verbal and written communication skills
  • Competent use of PPE, buddy check, and skilled in Protected Code Blue
  • Recognize abnormal trends or changes in health status of pt and escalate and intervene as required, liaising with medical and nursing staff for the best patient outcome
  • Time Management skills, ability to multitask a busy workload and general pt care.

Team Leader

Short Stay Surgical Post Anaesthetic Care Unit (SSSU PACU) for Cardiac Cath Lab (CCL) and Endoscopy suite RNSH
02.2020 - 08.2021
  • Managed and directed care within the SSSU PACU ensuring safe and effective patient flow
  • High level negotiation skills with various key stakeholders
  • Experience and understanding of IIMS management system
  • Educate and resource person for staff and orientation of new starters
  • Modified staffing levels based on needs of unit; communicated with NUM if additional staff required dependent on workload and safety of patient care
  • Communicated with CCL regarding flow of patient procedures, prioritised admission to hospital for overnight beds for those requested by specialists and informed bed manager in a timely manner
  • Coordinated interhospital transfers and escalated any emergencies that occurred (actual/potential) pre/post procedures
  • Complex negotiation and problem-solving skills with various internal and external stakeholders
  • Manage case load and educate pts of process and procedures
  • Excellent Communication and listening skills with an ability to quickly assess situations and ensure they are dealt with in a timely manner
  • Competent with NSW health technologies, documentation and Electronic medical records

Registered Nurse

Pain Management (relief as needed) Royal North Shore Hospital (RNSH)
08.2020 - 08.2021
  • Work within a team to review and admit Acute Pain referrals in a timely manner
  • Monitor patient care and effectiveness of pain relief
  • Educate patient on pain management and expectations and educate staff in units/ward on pain management and monitoring of such via face-to-face learning and inservice education sessions.

Contract Trainer and Assessor

Vet in Schools Training Program - Hornsby KuringGai Hospital (Cardiac and Respiratory Modules)
01.2012 - 11.2012
  • Delivery of both Cardiac and respiratory Modules to year 11 students from various high schools
  • Designing and delivering tutorials and hands-on practical methods of teaching to engage students in their learning
  • High level oral and written communication skills and the ability to educate, motivate and empower students to want to learn
  • Evaluated and provided feedback to students and immediate supervisors as well as accepting feedback from same.

Registered Nurse

POST ANAESTHETIC CARE UNIT, (RNSH)
11.2007 - 12.2021
  • Safe Management of patient airway in the immediate postoperative period and recognizing and responding to emergency situations in a calm and effective manner
  • Designed, delivered and evaluated the orientation training program for new graduate nurses rotating through the post anaesthetic care unit (PACU)
  • Developed and delivered Respiratory module for New Graduate Orientation training for the Centre for Training and Development (CTD)
  • Orientated new staff, graduate nurses and nursing students in PACU and educated staff to openly respect and support patient outcomes
  • Time Management, multitasking and acting as an advocate for patients intervening and communicating with medical staff about changes in condition of the patient
  • Communicating with family members on a regular basis and answering concerns about the postoperative period either by phone or in the visitor waiting area
  • Excellent skills in verbal communication and written documentation and advanced conflict resolution skills
  • General patient care including patient education and maintain ACORN standards at all times.

Maternity Leave

01.2006 - 01.2007

Contract Trainer / Facilitator

Wesley Institute RTO, Sydney
04.2006 - 10.2006
  • Delivered Certificate III in Aged care in Nursing Homes in both Sylvania and Mona Vale and designed and delivered 6 modules for Certificate IV in Leisure and Lifestyle for recreational therapists at the Uniting Care offices in Penrith
  • Evaluated competencies of staff to ensure the facility was prepared for accreditation and informed the facility managers of outcomes or any issues and how these could best be addressed
  • Training of new and existing staff; conducted assessments both within the classroom and in the workplace and informed immediate supervisors of individual student progress and any challenges I anticipated
  • High level of negotiation skills as well as written and verbal communication

Maternity Leave

04.2005 - 04.2006

Registered Nurse

Your Health Integrative Medical clinic - Edgecliff
09.2003 - 04.2005
  • Co-Managed the Intravenous Therapy Clinic; maintaining a safe environment and promoting best practice at all times
  • Administer treatment as referred by integrative medical practitioners, Educate clients on preventative therapies and natural therapies
  • Strong communication and engagement skills and responsible for taking minutes for all staff clinic meetings; Updated policy and procedural documents for accreditation in 2004
  • Ability to empathize , offer support, listen to concerns and research answers (facts) to follow up on questions.

Manager Children's Services / National Coordinator

Starlight Children's Foundation
07.1997 - 05.2003
  • Nationally managed and coordinated the wish granting program for seriously ill children in NSW, QLD, WA, VIC and ACT and management of staff nationally and within the immediate NSW office
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Created training manuals for volunteers and conducted volunteer trainings to educate the volunteers on their role in facilitating a wish for a seriously ill child
  • Demonstrated excellence in verbal and written communication skills with both internal stakeholders and external sponsors
  • Strong communication, time management and negotiating skills with excellent conflict resolution and problem-solving skills
  • Managed a budget in excess of $1.5m
  • Fostered new relationships with potential sponsors and donors through proposals and presentations
  • Submitted monthly board reports and quarterly articles for the newsletter 'Star News'.

Sales Representative

Precice Medical Supplies
07.1996 - 07.1997
  • Meeting target sales levels and promotion of products to hospitals, nursing homes, physicians, and the community
  • Making presentations to medical personnel and hospital units.

USA Travelling contracts - Registered Clinical Nurse

Various hospitals around the USA
09.1993 - 05.1996
  • Travelling contracts working in ICU or Critical care units at various hospitals around the USA
  • I worked in private, public, and government hospitals.

Clinical Nurse Specialist and Registered Nurse

St Vincents Hospital, Sydney
01.1990 - 09.1993
  • New graduate program and then later specializing in cardiothoracic nursing obtaining CNS qualification.

Education

Certificate of Attainment ; First Aid - Provide CPR, Provide Basic Emergency Life Support,

St Johns Ambulance
Sydney, NSW
04-2024

SURGE Certificate Critical Care Nursing -

MEDCAST Critical Care Education Services
07.2020

TAE 40110 Certificate IV Training and Assessment -

North Sydney TAFE
11-2012

BSZ Certificate IV in Assessment and Workplace Training -

North Sydney TAFE
10-2004

Registered Professional Nurse - Applied Science Nursing

Sydney College of Advanced Education
01.1989

Higher School Certificate -

Loreto College Normanhurst
01.1983

Registered Professional Nurse -

University of The State of New York
New York USA
05-1993

Post Graduate Certificate in Cardiothoracic Nursing -

St Vincents Hospital Sydney
12-1992

Skills

  • Excellent Clinical knowledge
  • Work well within team environment
  • Excellent written and verbal communication skills, including report writing and presentations
  • analysis of complex information and ability to prioritise workload
  • Time management
  • Good presentation skills

References

References available upon request.

Timeline

Resolution Officer

Health Care Complaints Commission
01.2022 - Current

Registered Nurse

ICU Royal North Shore Hospital (RNSH)
09.2021 - 10.2021

Registered Nurse

Pain Management (relief as needed) Royal North Shore Hospital (RNSH)
08.2020 - 08.2021

Team Leader

Short Stay Surgical Post Anaesthetic Care Unit (SSSU PACU) for Cardiac Cath Lab (CCL) and Endoscopy suite RNSH
02.2020 - 08.2021

Contract Trainer and Assessor

Vet in Schools Training Program - Hornsby KuringGai Hospital (Cardiac and Respiratory Modules)
01.2012 - 11.2012

Registered Nurse

POST ANAESTHETIC CARE UNIT, (RNSH)
11.2007 - 12.2021

Contract Trainer / Facilitator

Wesley Institute RTO, Sydney
04.2006 - 10.2006

Maternity Leave

01.2006 - 01.2007

Maternity Leave

04.2005 - 04.2006

Registered Nurse

Your Health Integrative Medical clinic - Edgecliff
09.2003 - 04.2005

Manager Children's Services / National Coordinator

Starlight Children's Foundation
07.1997 - 05.2003

Sales Representative

Precice Medical Supplies
07.1996 - 07.1997

USA Travelling contracts - Registered Clinical Nurse

Various hospitals around the USA
09.1993 - 05.1996

Clinical Nurse Specialist and Registered Nurse

St Vincents Hospital, Sydney
01.1990 - 09.1993

Certificate of Attainment ; First Aid - Provide CPR, Provide Basic Emergency Life Support,

St Johns Ambulance

SURGE Certificate Critical Care Nursing -

MEDCAST Critical Care Education Services

TAE 40110 Certificate IV Training and Assessment -

North Sydney TAFE

BSZ Certificate IV in Assessment and Workplace Training -

North Sydney TAFE

Registered Professional Nurse - Applied Science Nursing

Sydney College of Advanced Education

Higher School Certificate -

Loreto College Normanhurst

Registered Professional Nurse -

University of The State of New York

Post Graduate Certificate in Cardiothoracic Nursing -

St Vincents Hospital Sydney

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Margaret (Margie) Stephen-Harmey