Janet Hawkins

Experienced NHS professional with over 20 years of service at the James Paget University Hospital, having developed a broad range of skills across clinical support, outpatient services, patient experience, governance, quality improvement, transformation, and project management. Career began as a Bank Healthcare Assistant before progressing through a variety of administrative and leadership roles. Accredited QSIR Foundation and Practitioner Trainer, passionate about developing improvement capability within healthcare teams and supporting colleagues to apply evidence-based improvement methodologies.

Highly organised, adaptable, and committed to delivering high-quality services while maintaining a strong focus on patient experience and continuous improvement.

Project Manager | CQUIN Lead | Quality Improvement Facilitator | QSIR Foundation and Practitioner Trainer - James Paget University Hospital - Great Yarmouth, Norfolk

(2017-07)

Support the delivery of quality improvement, transformation, and service development programmes across healthcare services. Work collaboratively with clinical and operational teams to facilitate projects that improve patient outcomes, staff experience, and service delivery.

• Support the planning, coordination, and delivery of transformation and quality improvement projects.
• Facilitate workshops, meetings, and improvement events with multidisciplinary teams.
• Deliver QSIR Foundation and Practitioner training programmes.
• Coach and support staff undertaking quality improvement projects.
• Support project governance, reporting, risk management, and programme documentation.
• Use data and measurement to monitor progress and inform decision-making.
• Engage stakeholders across a variety of services and professional disciplines.
• Promote the sharing of learning and best practice across teams and organisations.
• Contributed to a range of quality improvement and transformation projects.
• Assisted teams in applying improvement methodologies to local service challenges.
• Delivered improvement training and facilitation to multidisciplinary staff groups.
• Supported the development of project plans, governance arrangements, and reporting frameworks.
• Worked collaboratively to identify and implement practical service improvements.

Patient Experience Assistant - James Paget University Hospital - Great Yarmouth, Norfolk

(2012-11 - 2017-07)

Coordinated the NHS Friends and Family Test (FFT), supporting the Trust in gathering and analysing patient feedback to identify opportunities for service improvement.

• Coordinated and administered the NHS Friends and Family Test programme.
• Improved patient participation and response rates across clinical services.
• Supported Trust website updates and Freedom of Information requests.
• Assisted with policy review and governance processes.
• Supported the Patient Advice and Liaison Service (PALS).
• Managed lost patient property claims and investigations.
• Maintained accurate records and produced reports to support governance activities.
• Worked closely with clinical, operational, and corporate teams to enhance patient experience.

Dermatology Clinic Coordinator - James Paget University Hospital - Great Yarmouth, Norfolk

(2010-02 - 2012-11)

Coordinated Dermatology outpatient services, ensuring clinics were managed efficiently and patients received timely appointments and support. This role required excellent organisational, communication, and problem-solving skills within a busy outpatient environment.

• Managed booking and scheduling of new and follow-up appointments.
• Coordinated clinic capacity to accommodate annual leave and staffing changes.
• Processed referrals through the Choose and Book (eRS) system.
• Created and maintained clinic templates.
• Acted as a key contact for patients, clinicians, and administrative staff.
• Maintained accurate patient records and ensured compliance with Trust procedures.

Outpatient Assistant - James Paget University Hospital - Great Yarmouth, Norfolk

(2004-04 - 2010-02)

Provided both clinical and administrative support within a busy outpatient department.

• Supported nursing staff in delivering patient care.
• Prepared clinic areas and assisted patients throughout their appointments.
• Managed reception duties, including patient registration and appointment scheduling.
• Maintained patient records and handled enquiries from patients and visitors.
• Delivered a high standard of customer service while balancing clinical and administrative responsibilities.

Bank Healthcare Assistant - James Paget University Hospital - Great Yarmouth, Norfolk

(2003-10 - 2004-04)

Worked across a variety of inpatient wards providing direct patient care and support.

• Assisted patients with personal care and daily living activities.
• Supported nursing teams in delivering safe and effective care.
• Recorded patient observations and maintained accurate documentation.
• Assisted with admissions, transfers, and discharges.
• Worked flexibly across multiple clinical specialties and ward environments.

Level 4 Improvement Facilitator - Quality Improvement - James Paget University Hospital

QSIR Foundation and Practitioner Trainer - Quality, Service Improvement and Redesign - James Paget University Hospital

NVQ Level 3 - Management - James Paget University Hospital

NVQ Level 3 - Business Administration - James Paget University Hospital

NVQ Level 2 - Team Leading - James Paget University Hospital

ITQ Level 2 - Information Technology - James Paget University Hospital

SAGE & THYME Communication Skills - Communication - James Paget University Hospital

Leadership Programme - Leadership - James Paget University Hospital O Level - Mathematics - Filton Technical College, Bristol (1984 - 1986)

O Level - English - Filton Technical College, Bristol (1984 - 1986)

City & Guilds - Communication - Filton Technical College, Bristol (1984 - 1986)

City & Guilds - Social Studies - Filton Technical College, Bristol (1984 - 1986)

City & Guilds - Family and Community Studies - Filton Technical College, Bristol (1984 - 1986)

City & Guilds - Food and Nutrition - Filton Technical College, Bristol (1984 - 1986)

O Level - Textile Design - Chipping Sodbury High School (1979 - 1984)

O Level - Human Biology - Chipping Sodbury High School (1979 - 1984)

O Level - English - Chipping Sodbury High School (1979 - 1984)

O Level - Mathematics - Chipping Sodbury High School (1979 - 1984)