Patient Liaison Assistant - St Marys in Westminster

Location: St Marys Hospital

Hours: Mon‐Fri / 45hrs per week

Salary: £33,228 per annum / £14:20ph

Key Working Relationships

• Patients, relatives and carers.
• The general public.
• CAS managers.
• Control team.
• St Marys Hospital Care Assistants.
• Colleagues at all levels.
• Daily liaison with clinical and non‐clinical staff across the organisation.
• Customers including hospital trusts and ambulance trusts.
• External agencies in relation to patient experience and safeguarding, such as Patient Advice and Liaison Service (PALS), Independent Complaints Advocacy Services and other NHS and independent patient experience teams.
• Local Authorities, Social Services, Police and ambulance services.
• Other safeguarding teams.

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, both in person and over the telephone. The Assistant will call patients ahead of their journey, allocate and pre‐plan journeys efficiently while balancing subcontractor utilisation and ensuring the welfare of patients in the waiting area.

Key Tasks

• Assist in the day‐to‐day running of the service, particularly the clinical care elements.
• Maintain stability and performance at the location, meeting overall monthly KPI targets.
• Efficiently plan CAS resources and subcontractor allocations through daily reviews.
• Confirm patient times and make bookings ready in line with unit mandates.
• Deliver personable and friendly service to service users, in person and over the telephone.
• Deal with telephone enquiries within a timely manner.
• Liaise with third‐party providers and the control team.
• Coordinate onward movement and handle informal complaints or issues, escalating to the Patient Liaison Manager where appropriate.
• Attend bed meetings with the Trust and keep contact with patients who have been delayed.
• Assist patients to vehicles and to/from wards/departments, including comfort breaks.
• Transport patients to and from their appointments.
• Maintain links with hospital teams to support positive working relationships for patient care.
• Perform ad‐hoc duties as required within your skill base to support an effective and efficient service.

Personal Development

• Own personal and professional development, including statutory and mandatory training and continuous professional development.
• Attend and actively participate in company refresher training as required.
• Implement and adhere to statutory regulations and organisational policies and procedures at all times.
• Demonstrate commitment to the company's values and maintain high standards of integrity and professionalism towards patients, public, customers and colleagues.

General Requirements

• Value: Treat colleagues with respect and work as a team.
• Compliance: with company policies, including Freedom to Speak Up, whistleblowing and incident reporting.
• Health and safety: awareness and safe working practices.
• Confidentiality: Do not disclose confidential information during or after the contract.
• Equality and diversity: Treat all staff and users equitably, with dignity and respect.
• Infection prevention and control: Follow IPC policies, use PPE and challenge non‐compliance.
• Safeguarding: Identify responsibilities and seek guidance where unclear.
• Disclosures: Complete DBS verification as required.

Person Specification

Essential

• Qualifications: Full UK driving licence with no more than 9 penalty points and capability to drive a transit‐van sized vehicle; ACA qualified.
• Experience and Knowledge: Knowledge of health and safety standards; excellent verbal and written skills; ability to work within a multi‐professional team; IT skills (databases and Microsoft Office).
• Skills and Abilities: Demonstrate high levels of emotional intelligence; excellent time management and organisational skills; physically fit to carry out manual handling duties; ability to listen and document feedback concisely.
• Personal Attributes: Able to work under pressure, cope with change and conflicting priorities; willingness to travel across regions; model professional behaviours; engaging and positive personality.

Desirable

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