Patient Liaison Assistant - Charing Cross Hospital

Location: Charing Cross Hospital

Hours: Mon-Fri / 45hrs per week

Salary: £33,228 per annum / £14:20ph

Responsible for: Charing Cross & ACA workforce

Accountable to: Patient Liaison Manager

Key Working Relationships:

• Patients, relatives, and carers
• The general public
• CAS managers
• Control team
• Charing Cross Hospital Care Assistants
• Colleagues at all levels
• Customers including hospital trusts and ambulance trusts
• External agencies in relation to patient experience and safeguarding

Main Purpose of the Role:

The Patient Liaison Assistant will be responsible for delivering a safe, caring, and efficient service to all patients being transported within the NHS. This role is highly engaged in the service delivery of the contract, in person and over the telephone. The Patient Liaison Assistant is responsible for calling the patient ahead of their journey, allocating and pre-planning journeys in an efficient and timely manner whilst balancing any subcontractor utilisation. The role is responsible for the welfare of our patients in the waiting area by ensuring our patients are comfortable and booked ready to travel after their appointments. The Patient Liaison Assistant is responsible for supervising the performance of their respective location, escalating and reporting directly into the Patient Liaison Manager.

Key Tasks:

• Assist in the day-to-day running of the service, particularly the clinical care elements.
• Be responsible for the stability and performance of their respective location meeting overall monthly KPI targets.
• Overall responsibility for the efficiency of CAS resources and sub-contractor allocations by daily planning reviews.
• Comply with the approach mandated by your unit in respect of confirming patient times and making the bookings ready.
• Deliver personable and friendly service to service users, in person and over the telephone.
• Ensure all telephone enquiries are dealt with in a timely manner.
• Liaise with third party providers and the control.
• Learn to co-ordinate onwards movement.
• Handle informal complaints or issues patients or staff bring to your attention, ensuring action is taken to de-escalate a complaint or elevate to the Patient Liaison Manager where appropriate.
• Regularly attend bed meetings with the Trust.
• Ensure contact is made to patients who have been delayed.
• Undertake patient-facing duties focusing on assisting and supporting crews with patient movements/manual handling tasks in and out of the units.
• Where necessary assist patients to vehicles and to/from wards/departments around the hospital including comfort breaks.
• Where necessary transport patients to/from their appointments.
• Maintain links with hospital teams to support positive working relationships to ensure a collaborative approach to managing patient care.

This list is not exhaustive; you will be required to perform ad-hoc duties, within your skill base, as required by the Company to support an effective and efficient service.

Personal:

• Be responsible for own personal and professional development, including statutory and mandatory training and continuous professional development.
• Attend and actively participate in Company refresher training as required.
• Ensure that statutory regulations and organisational policies and procedures are implemented and adhered to at all times.
• Demonstrate commitment to the Company’s values and display high standards of integrity and professionalism towards patients, public, customers, and colleagues.

General Requirements:

• Our Values: The post holder must treat all colleagues in a manner that conveys respect for the abilities of each other and a willingness to work as a team. The post holder must uphold our Company values: Kind, Inclusive, Accountable, Adaptable.
• Policies and Procedures: All duties and responsibilities must be undertaken in compliance with the Company’s policies and procedures. The post holder must familiarise themselves with the ways in which to raise a concern to the Company, e.g., Freedom to Speak Up and Whistleblowing. In addition, ensuring incidents and near misses are reported in a timely manner.
• Health and Safety: The post holder must be aware of the responsibilities placed upon themselves under the Health and Safety at Work Act 1974, subsequent legislation, and Company policies, to maintain safe working practices and safe working environments for themselves, colleagues, and service users. All Company premises and NHS Trusts are considered smoke-free zones.
• Confidentiality: Everyone working for or on behalf of the Company is bound by a legal duty of confidentiality (Common Law Duty of Confidentiality). The post holder must not disclose either during or after the termination of their contract, any information of a confidential nature relating to the Company, its staff, its patients, or third parties, which may have been obtained in the course of their employment.
• Equality and Diversity: We believe that equal opportunity and diversity is vital to the success and an essential prerequisite to the achievement of its goals in delivering seamless, high quality, safe healthcare for all, which is appropriate and responsive to meeting the diverse needs of individuals. In working to achieve our goals, it is important that staff and users are treated, and treat others, equitably, with dignity and respect, and are involved and considered in every aspect of practice and changes affecting their employment or health care within the Company.
• Infection Prevention and Control: The post holder will ensure they follow the Company’s infection prevention and control (IPC) policies and procedures to protect patients, staff, and visitors from healthcare associated infections. They will ensure that they use personal protective equipment (PPE) in accordance with policy and procedure. All staff must challenge non-compliance with IPC policies immediately and feedback through appropriate line managers if required.
• Safeguarding Children and Adults: We take our responsibilities to safeguard and promote the welfare of children and adults seriously. The Company expects all staff to identify their own responsibilities appropriate to their role within statute and guidance. This will include accessing safeguarding training and may include seeking advice, support, and supervision from the service’s safeguarding team. Where staff are unclear of their responsibilities, they must seek guidance from their manager.
• Disclosure and Barring Service (DBS): If the post you are undertaking requires you to complete a DBS disclosure, this will be managed and processed in line with the DBS Policy.

Person Specification:

Essential:

• Qualifications: Full UK driving licence with no more than 9 penalty points and capable of driving a Transit van sized vehicle.
• Experience and Knowledge: Knowledge of health and safety standards. Excellent verbal and written skills. Ability to work within a multi-professional team and to develop team working. IT skills (databases and Microsoft Office).
• Skills and Abilities: Demonstrate high level of emotional intelligence. Ability to listen and document feedback concisely and without bias. Excellent time management and organisational skills. Physically fit to carry out manual handling duties.
• Personal Attributes: Able to work under pressure and cope with change and conflicting priorities. Willingness to travel across regions. Model professional behaviours. Engaging and positive personality.

Desirable:

• ACA qualified.
• Previous experience in a health care environment.
• Experience of dealing with difficult and challenging situations.