Lewisham and Greenwich NHS Trust
About
Lewisham and Greenwich NHS Trust is a community focused provider of local and acute care, providing high quality services to over one million people living across the London boroughs of Lewisham, Greenwich and Bexley. With a turnover of around £700 million, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham and a range of community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.
The Trust has 7,500 staff and we have recently invested in our workforce to grow our establishment across a number of key services. In 2020 we won a London NHS Parliamentary Award in recognition of a wide range of initiatives to make the organisation a great place to work. We are accredited as a flexible working employer offering a number of flexible working options for staff. We are also accredited as a London Living Wage employer for our substantive, bank and contractors.
Our hospitals provide a wide range of inpatient and outpatient services, as well as emergency and planned care. Over the last year, our emergency performance has been among the strongest in London, despite our emergency departments being among the busiest in the capital.
Queen Elizabeth Hospital in Woolwich regularly achieves the fastest ambulance turnaround times in London. The critical care unit at the hospital is one of the few in the country to meet the gold standard for consultant and junior doctor staffing.
University Hospital Lewisham has the largest stroke rehabilitation centre in the country, and the third largest specialist centre in the UK for treating blood conditions such as sickle cell. The hospital is one of the few in the country to offer opt-out HIV testing in the emergency department, ensuring that any patient who has a blood test is routinely screened for HIV.
The Trust’s community services for children and adults in Lewisham are rated “Outstanding” by the Care Quality Commission.
The Trust is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.
We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.
Job overview
Rescheduling/Follow up Coordinator - Outpatients Department
Based: University Hospital Lewisham
Fixed Term roles available
Outpatients Department are looking for a highly motivated, organised, enthusiastic team orientated individual to join our Rescheduling team at University Hospital Lewisham.
You will be a key member of the Rescheduling team, working closely with Service Managers, Assistant Service Managers, Medical Secretaries and Consultants to ensure clinics are correctly created, closed and patient’s appointments rescheduled in line with Service requests.
It is essential that you are organised, ability to prioritise own workload and work well under pressure. You will need to have evidence in using the trusts Cerner system, experience of using iCare will be needed and knowledge of 18 week RTT rules. Applicants must have a keen eye to detail and a willingness to learn.
Key responsibilities
* To undertake a lead role in dealing with all aspects of rescheduling and profiling on the Trust PAS system.
* To ensure all government guidelines with regard to the Trust’s elective waiting times are adhered to at all times.
* To highlight to service management teams potential breaches when rescheduling patient appointments.
* To support the delivery of a cost effective and patient focused rescheduling and follow up appointment booking service in line with the Trust’s strategic direction and service plan.
* To book follow up appointments from outpatient waiting lists as directed for all services.
Detailed job description and main responsibilities
Main Purpose of Post
The post holder will be part of the rescheduling team, who provide a first class service to support the successful running of Outpatient and Elective Day Case activities across the Trust. They will work within a team to support the services in the building of clinics, and rescheduling patients to the ever-changing level of activity. This involves a comprehensive knowledge of the different departments within the Trust and who is responsible for the respective areas.
As such the post holder will be part of a team that incorporates building and amendment of clinic profiles. This further supports the rescheduling and bringing forward of outpatient appointments on the hospital PAS and the e-Referrals systems across Lewisham and Greenwich Trust, in line with Referral To Treatment guidelines.
This role supports the delivery of a cost effective and patient focussed rescheduling and follow up appointment booking service in line with the Trust’s strategic direction and service plan.
Main Duties and Responsibilities
* To be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking and appointment services.
* To support initiatives – particularly electronic booking and information systems – ensuring knowledge of the duties required for the post.
* To be an experienced Trust PAS user, to troubleshoot and investigate in depth any problems around clinic set up and rescheduling as well as data inaccuracies by referring to information systems and patient records.
* Implement and manage firebreak clinics to reduce the need to reschedule patients more than once.
* To have an excellent understanding of individual consultants, specialties and clinical pathways.
* To be fully proficient on all patient information systems throughout the Trust in order to extract information and monitor a patient’s pathway.
* Liaise with stakeholders and departments in the course of investigations into potential breaches in waiting times, and identify and raise issues where appropriate.
* To bring forward and change appointments as required preventing breaches in the 18 week pathway.
* To manage all appointments when rescheduling, annotating comments on the Trust PAS systems.
* To demonstrate good practice when offering appointments by ensuring reasonable notice is given to patients and that all transactions are recorded on the Trust PAS systems as required.
* To keep up to date records of all work undertaken to provide audit trails of decisions and changes to appointments.
* To generate appointment notification letters via the Trust PAS system when rescheduling and booking appointments.
* To deal with all telephone calls in a courteous, efficient and tactful manner referring to appropriate departments as necessary.
* To monitor and ensure telephone contact is made with all patients when booking short-notice appointments on the Trust PAS system.
* To set up and amend clinics on the Trust PAS system ensuring that all profiles are created according to the service management/clinician instructions.
* To book follow up appointments from the Trust PAS system waiting list in accordance with service management and clinician instruction and send appropriate letters to patients.
* To book interpreter services as required and transfer the information onto the Trust PAS systems.
* To update patient details on the Trust PAS system when required.
* To support all services and cross cover the other members of the team during periods of annual leave or absence.
* Prioritise the daily workload to ensure that any requests received and all urgent matters are dealt with as soon as practicable and ensure a high level of support is available.
* To ensure all government guidelines with regard to the Trust’s elective waiting times are adhered to at all times.
* To manage incoming communications to the rescheduling team.
* To manage all clinic and room requests via the Room Management software.
* To act in such a manner as to maintain and protect patient confidentiality at all times.
* To actively participate in the orientation and training of new and temporary staff as required.
* Attend any training courses required to implement changes or improve standards within the department.
Confidentiality
The post holder must ensure that personal information for patients, and all other individuals attending the Trust is accurate and up to date, kept secure and confidential at all times in compliance with the Data Protection Act 1988, the Caldicott principles and the common law duty of confidentiality.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Person specification
Qualifications & Training
Essential criteria
* Educated to O-level/GCSE including English and Maths or equivalent
* Educated to level of diploma or equivalent level of experience requiring ongoing on-the-job training
Desirable criteria
* ECDL
* IT Qualifications
* NVQ Level 3
Experience
Essential criteria
* Previous work experience in the NHS.
* Knowledge of the new 18 week RTT rules (October 2015).
* Experience of managing information.
* Experience of working in a busy team.
* Clerical and administration experience.
* Experience of communicating with patients, relatives and health care professionals.
* Experience of database querying and data entry
Desirable criteria
* Knowledge of 18 Week pathways.
* Experience of taking Minutes.
* Previous NHS Health Care experience
* Previous experience of supervising staff
* Previous experience of participation in audit
* Hospital PAS system
* Clinical audit knowledge
Knowledge & Skills
Essential criteria
* Word Processing and spreadsheet skills.
* Excellent organisational skills.
* Excellent communication skills.
* Ability to deal effectively with a wide range of people.
* Ability to prioritise own workload.
* Able to work under pressure.
* Confident in pursuing information from a wide range of personnel.
* Ability to handle confidential information appropriately.
* The ability to develop systematic filing and administration systems.
* Working as a central team cross site
Further details / informal visits contact
Name: Janice Evans
Job title: Outpatients Rescheduling Team Leader
Email address: [email protected]
Telephone number: 0208 333 8298
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