My interests are singing, cooking, hiking, fitness, reading, socialising with friends, genealogy
Susan Ferguson
Macclesfield,VIC
Summary
Compassionate and dedicated Community Aged Care Worker at Dovida Aged Care, skilled in patient advocacy and emotional support. Enhanced client wellbeing through personalized care plans and effective communication, fostering independence and trust. Proven ability to manage daily living assistance while maintaining meticulous documentation and adhering to safety protocols.
Overview
25
25
years of professional experience
Work History
Community Aged Care Worker
Dovida Aged Care
Melbourne, VIC
02.2020 - Current
- Delivered person-centred support with daily living tasks, companionship, and respectful communication.
- Assisted with personal care, mobility support, and safe transfers following individual care plans.
- Monitored client wellbeing, identified changes, and escalated concerns to nursing staff promptly.
- Prepared meals, maintained clean environments, and supported household routines to promote independence.
- Documented care activities accurately, ensuring timely updates in client records and handover notes.
- Applied infection control procedures and safe work practices during home and community visits.
- Built trusted relationships with clients and families through empathetic, reliable, and consistent service.
- Assisted clients with daily living activities, promoting independence and overall wellbeing.
- Provided compassionate companionship to clients, fostering a strong sense of community and belonging.
- Implemented fall-prevention strategies within clients'' homes to reduce risk of injury due to slips or trips.
- Monitored client health and reported changes or concerns to appropriate healthcare professionals in a timely manner.
- Organized transportation services for clients when necessary, coordinating medical appointments or facilitating attendance at local events.
- Conducted regular safety checks within clients'' homes, identifying potential hazards and implementing prevention measures.
- Provided emotional support and companionship during times of hardship or grief; ensuring clients felt valued and cared for.
- Coordinated meal planning and preparation for clients based on individual dietary requirements and preferences.
- Implemented effective time management strategies to balance caseloads while maintaining a high level of care for each client.
- Maintained detailed records of client progress, documenting achievements and areas for improvement.
- Enhanced client satisfaction by providing personalized care and support to elderly individuals.
- Facilitated social activities for clients, encouraging engagement and participation in community events.
- Assisted in the development of exercise programs designed specifically for elderly clientele; improving mobility and strength.
- Completed ongoing professional development opportunities to stay current on industry trends and best practices in aged care services.
- Established trust-based relationships with clients through empathetic communication and active listening skills.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Provided safe mobility support to help patients move around personal and public spaces.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Assisted patients with self-administered medications.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Pharmacy Assistant
Carnegie Malvern Corner Parkdale Pharmacies
Melbourne, VIC
06.2012 - 11.2019
- Dispensed prescriptions accurately, following pharmacist directions and pharmacy procedures.
- Assisted customers with medication enquiries, store products, and prescription collection.
- Processed PBS, private, and repeat prescriptions using pharmacy dispensing systems.
- Managed stock rotation, replenishment, and expiry checks across front-of-store and dispensary.
- Coordinated prescription filing, documentation, and patient records to support compliance.
- Supported pharmacists during dispensing, packing, and preparation of pharmacy services.
- Maintained confidentiality, accuracy, and efficiency across busy community pharmacy operations.
- Kept pharmacy counter and related areas clean, neat and organized.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Demonstrated professionalism and empathy when handling sensitive patient situations, preserving confidentiality at all times.
- Assisted pharmacists in maintaining a well-organized and clean pharmacy environment for optimal workflow.
- Delivered exceptional customer service through active listening skills and addressing concerns promptly.
- Received deliveries of medication shipments, verifying contents against invoices while adhering to proper storage protocols.
- Received incoming supplies and stocked in correct locations.
- Supported inventory management, ensuring proper stock levels and expiration date monitoring for medication safety.
- Merchandised over-the-counter goods and rotated stock.
- Enhanced customer satisfaction by providing efficient and accurate prescription filling services.
- Counted and labeled prescriptions with correct item and quantity.
- Contributed to increased sales by offering expert advice on over-the-counter medications and products.
- Aided in the reduction of prescription errors by meticulously verifying patient information and medication details.
- Maintained clean and organized work environment, adhering to health and safety standards.
- Enhanced pharmacy operations by accurately dispensing prescribed medications to patients.
- Facilitated smooth workflow, organizing prescription orders for efficient processing.
- Conducted regular medication inventory audits to prevent stock shortages and overages.
- Assisted in management of pharmacy's social media presence, enhancing community engagement.
- Contributed to pharmacy's monthly newsletter, writing articles on health and wellness topics.
- Participated in continuous education workshops to stay updated on latest pharmacy practices and regulations.
- Assisted customers in selecting over-the-counter medications and health care products.
- Handled inventory stock by counting inventory items, checking delivery quantities, reviewing medication expirations and ordering additional products.
- Completed cash register transactions by handling credit and cash payments using pharmacy register system.
- Re-stocked shelves with prescribed medications and health care products.
- Greeted customers at counter and provided excellent customer service.
- Processed payments for prescriptions and accurately completed cash and credit card transactions.
- Generated labels for prescriptions and maintained accurate records.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Answered questions regarding medication instructions and usage.
Herbal Dispensary Manager
John Heale. John's Photo Pharmacy and Herbal Dispensary
Tauranga North Island New Zealand
02.2002 - 11.2012
- Directed daily dispensary operations, ensuring accurate preparation, labeling, and dispensing of herbal and pharmaceutical products.
- Supervised inventory control, monitoring stock levels, expiry dates, and reorder needs for pharmacy and herbal remedies.
- Advised customers on product selection, dosage instructions, and safe use within dispensary guidelines.
- Maintained compliance with dispensing standards, recordkeeping requirements, and controlled product handling procedures.
- Trained staff on compounding processes, product knowledge, and efficient customer service practices.
- Implemented workflow improvements to streamline prescription processing and reduce dispensing delays.
- Coordinated sourcing of pharmacy supplies and herbal ingredients to support consistent product availability.
- Resolved customer concerns professionally, preserving service quality and trust in dispensary operations.
- Established performance metrics for staff members, fostering accountability and driving continual improvement in service levels.
- Reduced wait times for customers by implementing a streamlined check-in process and improving workflow efficiency.
- Facilitated regular team meetings to discuss operational updates, share information about new products or promotions, and foster open communication among staff members.
- Assisted in the hiring process for new employees, conducting interviews and selecting qualified candidates to join the dispensary team.
- Improved patient experience by implementing efficient dispensary operations and enhancing customer service.
- Implemented educational programs for staff, increasing product knowledge and enhancing overall customer experience.
- Maintained a clean, organized store environment to ensure optimal presentation of products and ease of access for customers.
- Coordinated special events at the dispensary, drawing in new clientele while offering existing customers unique experiences related to cannabis education or entertainment activities.
- Ensured compliance with state regulations by maintaining accurate records and documentation for all transactions.
- Implemented security measures to protect both employees and valuable inventory from theft or loss incidents.
- Developed strong relationships with vendors, negotiating favorable pricing and securing a consistent supply of high-quality products.
- Increased sales through effective product promotion and staff training in upselling techniques.
- Addressed customer concerns promptly, resolving issues efficiently while maintaining high levels of customer satisfaction.
- Evaluated employee performance regularly, providing constructive feedback and opportunities for professional growth within the company.
- Hired, trained and supervised employees to maintain team of high performers.
- Created and implemented policies to improve operational efficiency and patient care quality.
- Coordinated with healthcare professionals to verify proper implementation of patient treatment plans.
- Budgeted for resources to control expenditure and maximize profits.
- Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.
- Analyzed and reported patient data to identify areas of improvement and facilitate decision-making.
- Developed and implemented team building activities to foster collaboration and improve employee morale.
- Provided direct care to patients by assessing, diagnosing and treating illnesses.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reported issues to higher management with great detail.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Education
Graduate Diploma - Classical Homeopathy
College of Homeopathy
Bay Of Plenty PolytechnicSkills
- Housekeeping tasks
- Patient care
- Personal hygiene assistance
- Emotional support
- Transportation assistance
- Mobility support
- Assessment skills
- Behavioral management
- Client confidentiality
- Healthcare coordination
- Cultural sensitivity
- Recreational activities
- Physical therapy support
- Community resources navigation
- Social engagement
- Adaptive equipment use
- Respectful and compassionate
- Problem-solving
- Time management
- Multitasking and organization
- Daily living assistance
- Dependable and responsible
- Verbal and written communication skills
- First aid and safety
- Strong ethics
- Compassion and empathy
- Direct patient care
- Team collaboration
- HIPAA compliance
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Safety awareness
- Dementia care
- Compassionate care
- Flexible schedule and availability
- Compassionate communication
- Relationship building
- Housekeeping
- Social interaction
- Patient companionship
- COVID-19 safety policies
- End-of-life care
- Client documentation
- Meal preparation
- Medication and appointment reminders
- Conflict resolution
- ADL assistance
- Patient management
- Incident reporting
- Behavior redirection
- Client transportation
- Complex Problem-solving
- Special needs care
- PPE usage
- Patient advocacy
- Mobility assistance
- Care plan assessment
- Stress management
- Case management
- Progress documentation
- Nutrition
- Care plan adherence
- Disability support
- [Language] fluency
- Daily living activities assistance
- Community activities
- Empathetic listening
- Resident empowerment
Interests
Timeline
Community Aged Care Worker
Dovida Aged Care
02.2020 - Current
Pharmacy Assistant
Carnegie Malvern Corner Parkdale Pharmacies
06.2012 - 11.2019
Herbal Dispensary Manager
John Heale. John's Photo Pharmacy and Herbal Dispensary
02.2002 - 11.2012
Graduate Diploma - Classical Homeopathy
College of Homeopathy