PCN Care Coordinator in Croydon

• Act as the practice point of contact to coordinate patient care, manage queries, ensure timely follow-up on external communications, and organise appointments and actions to support high-quality, compassionate care.

Main duties of the job

To provide a practice point of contact for patients in coordinating their care

To ensure timely follow up and action for patients from communications from community or secondary care

To deal with incoming queries from patients and other healthcare providers

To organise in practice appointments, follow ups or other actions to help the PCN practices provide high quality, compassionate care to our patient population

About us

East Croydon Medical Centre is centrally located in the fast developing town of Croydonwith its many transport links.

The practice care for 26,000 patients from a diversepopulation.

We are a large, hardworking General Practice with amulti-disciplinary Team which includes Pharmacists, Practice Nurses, HealthcareAssistants, Physician Associates, GPs, along with a supportive and experiencedadministrative Team. We enjoy and feel positive about modern General Practicebut also strive to ensure a healthy home/work balance. We are active members ofour Primary Care Network and support the ethos behind this.

Job responsibilities

Key responsibilities:

Deal with incoming queries directly from patients

Assist with signposting patients to appropriate communityor local services, alongside social prescribers

Act on communications from hospitals or communityproviders

Book follow up appointments, tests or other reviews

Pro-actively ensure patients are booked in for chronicdisease management appointments

Assist with and ensure patients participate in local ornational screening programmes

Promote health education to our patient population, suchas through participation in self-care week

Pro-actively ensure patients take up vaccinationopportunities such as flu, shingles or childhood immunisations

Refer patients to in the house social prescribers toassist with their care

Participate in practice MDT meetings and organisepractice actions or follow ups

Demonstrate the ability to recognise and respondappropriately when faced with a sudden deterioration or emergency situation,alerting the team or enabling a rapid response.

Organise and prioritise own workload

Monitor tasks to ensure they are completed and caredelivered through regular audit of the clinical system

Directly liaise with multi-agencies to coordinate carefor patients

Support patients and carers and collect feedback on theirexperiences

Work collaboratively with other care coordinators acrossthe PCN to share best practice

Support the PCN practices to deliver on, QOF, KPIs andlocally commissioned enhanced services

To update and maintain accurate patient medicationrecords on the practice clinical computer system, including advice given andaction taken

Work collaboratively with the PCN team

Develop relationships and work closely with community,hospital and the wider health system

Participate in practice meetings, patient participationgroups and other meetings to improve engagement with the role

Confidentiality

In the course of seekingtreatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so inconfidence and have the right to expect that staff will respect their privacyand act appropriately

Information relating topatients, carers, colleagues, other healthcare workers or the business of thepractice may only be divulged to authorised persons in accordance with thepractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data

Health & Safety

The post-holder will implement and lead on thefull range of promotion and management of their own and others health,safety and security as defined in the practice Health & Safety policy,the practice Health & Safety manual, and the practice Infection Controlpolicy and published procedures. This will include (but will not be limitedto):

Maintain an up to dateknowledge of health and safety and infection control statutory and bestpractice guidelines and ensure implementation across the business

Using personal security systemswithin the workplace according to practice guidelines

Identifying the risks involvedin work activities and undertaking such activities in a way that managesthose risks across the business

Using appropriate infectioncontrol procedures, maintaining work areas in a tidy and safe way and freefrom hazards, and initiation of remedial / corrective action where needed

Actively identifying,reporting, and correction of health and safety hazards and infection hazardsimmediately when recognised

Keeping own work areas andgeneral areas generally clean, identifying issues and hazards / risks inrelation to other work areas within the business, and assuming responsibilityin the maintenance of general standards of cleanliness across the business inconsultation (where appropriate) with other sector managers

Demonstrate due regard forsafeguarding and promoting the welfare of children and vulnerable adults.

Equality and Diversity

The post-holderwill support the equality, diversity and rights of patients, carers andcolleagues; acting in a way that recognises the importance of peoplesrights, interpreting them in a way that is consistent with practiceprocedures and policies, and current legislation. All employees must respectthe privacy, dignity, needs and beliefs of patients, carers and colleaguesand behave in a manner which is welcoming to and of the individual, is nonjudgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holderwill participate in any training programme implemented by the practice aspart of this employment, such training to include:

Participation in an annualindividual performance review, including taking responsibility formaintaining a record of own personal and/or professional development

Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work

Quality

The post-holderwill strive to maintain quality within the practice, and will:

Alert other team members toissues of quality and risk

Assess own performance and takeaccountability for own actions, either directly or under supervision

Contribute to the effectivenessof the team by reflecting on own and team activities and making suggestionson ways to improve and enhance the teams performance

Work effectively withindividuals in other agencies to meet patients needs

Effectively manage own time,workload and resources

Communication

The post-holdershould recognise the importance of effective communication within the teamand will strive to:

Communicate effectively withother team members

Communicate effectively withpatients and carers

Recognise peoples needs foralternative methods of communication and respond accordingly

Contribution to the Implementation ofServices

The post-holderwill:

Apply practice policies,standards and guidance

Discuss with other members ofthe team how the policies, standards and guidelines will affect own work

Participate in audit whereappropriate

Person Specification

Experience

• Demonstrable experience of working with patients
• Experience of partnership/ collaborative working and of building relationships across a variety of organisations
• Working in a multi disciplinary setting where influence and negotiation is required
• Experience of working with or in general practice
• Experience of working with healthcare professionals and or previous experience in the NHS or social care or relevant field (including unpaid work)

Knowledge

• Good knowledge of MS Office and Outlook
• Understanding of local health services
• Knowledge/familiarity with medical terminology
• Knowledge of EMIS Web clinical system

Qualifications

• GCSE level maths and English or equivalent
• Demonstrable commitment to professional and personal development

Skills

• Ability to work in team or on own
• Accurate and detail-oriented
• Ability to work under pressure
• Excellent communication skills, both written and oral
• Effective time management
• Ability to work as a team member or autonomously

Other requirements

• Able to observe code of confidentiality
• Self-motivated, able to work autonomously and independently with confidence when required
• Exercise initiative, flexibility and tact and self-awareness

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.