Bereavement (& PALS) Co-ordinator (Band 4) - PALS & Bereavement - Northampton General Hospital NHS Trust
Northampton General Hospital NHS Trust – Northampton, Northamptonshire
30 Hours per week (to include Monday, Tuesday & Friday, other days are flexible excluding weekends)
We are seeking an enthusiastic and highly motivated Bereavement (& PALS) Co-ordinator with excellent communication and organisational skills. The candidate should be an excellent team player who wants to achieve the best possible outcome for patients, relatives and colleagues.
The post holder will be primarily responsible for delivering a 'front of house' contact point to which patients, relatives and carers can raise concerns and questions. You will facilitate solutions or resolutions by working alongside the PALS officers and supporting the bereaved with practical arrangements following the death of a patient by working alongside the Bereavement Coordinators.
Day to Day duties will include:
1. Providing reception cover
2. Setting up the day in both services
3. Preparing records for scrutiny by the Medical Examiners
4. Triaging new enquiries
5. Welcoming visitors to the PALS/Bereavement office
6. Answering telephone queries, email enquiries and written requests for information and/or advice
7. Providing cross cover across both services as instructed by the PALS & Bereavement Administrator/PALS & Bereavement Manager
8. Managing compliments received through PALS and sharing these with the relevant areas/department managers
9. Documenting details of concerns from patients, relatives and visitors on the PALS database (Datix ICLOUD) and ensuring these are passed on to the appropriate team member
10. Responding to emails for PALS & Bereavement including filing and ensuring all DATIX enquiries are up to date
11. Providing an autonomous sensitive, sympathetic service for bereaved families/next of kin and ensuring the correct procedures are followed at all times
12. Liaising with clinical staff, wards and medical examiners to secure a completed medical certificate cause of death (MCCD)
13. Arranging meetings with senior staff members & clinical team responsible for deceased patients care as appropriate
14. Guiding and supporting families through the financial applications relating to Hospital Contract Funerals
15. Awareness of cultural differences which may impact bereavement processes/arrangements
16. Ensuring medical certificate cause of death (MCCDs) are correctly completed
17. Providing PALS & Bereavement training/awareness sessions across the trust
18. Escalating any concerns requiring immediate action to the PALS & Bereavement Administrator/PALS & Bereavement Manager
19. Managing own workload and re-prioritising as appropriate
20. Acknowledging all contacts received in accordance with the PALS process & guidelines
21. Accurately logging all contacts received using the PALS database and DATIX ICloud systems
22. Responding efficiently and appropriately to concerns, complex issues including a range of enquiries, ensuring these issues are resolved as quickly as possible and escalated where necessary
23. Assisting PALS & the PALS & Bereavement Manager with the development and maintenance of information for patients
24. Understanding external services available to patients/relatives and signposting accordingly
25. Scanning and logging any letters/other correspondence received in PALS & Bereavement
26. Filing and collecting medical records on behalf of the Bereavement Service
27. Reviewing medical notes and identifying information required to complete forms on behalf of the Bereavement Service
28. Tidying and maintaining a stock of information leaflets for the PALS/Bereavement Service
29. Carrying out any other administrative duties as instructed by the PALS & Bereavement Manager
30. Undertaking any other duties consistent with the post as determined by the PALS & Bereavement Administrator / PALS & Bereavement Manager
31. Occasional support required in wider team areas (Complaints Service & Patient Experience)
32. Maintaining an up-to-date contact list of medical staff
33. Escalating any issues that may cause delays to families/NOK
34. Participating in annual appraisal to ensure that performance targets are appropriate to the identified needs of the Service
35. Developing and maintaining excellent working relationships with a range of professionals, including medical examiners, coroner’s office, registrar of birth and deaths, medical staff, primary care, social services, funeral directors, chaplains, local councils and solicitors
Other Information:
The post holder may be required to carry out other relevant duties as required. The post holder will be expected to participate in the Trust’s objectives, contractual obligations and governance agenda. The post holder will make themselves familiar with, and adhere to, at all times, the policies and procedures of the Trust.
Health and Safety: The postholder is expected to ensure a healthy and safe environment exists in the department at all times. They are expected to take reasonable care for their acts or omissions. Trust policies and statutory regulations should be adhered to.
Confidentiality: Attention is drawn to the confidential aspects of this post. Any breach of confidence may result in disciplinary proceedings, which could result in dismissal and may also result in civil action for damages.
Information Security: The postholder is expected to safeguard the confidentiality, integrity and availability of data, whether in computerised or manual systems. Trust policies and statutory regulations should be adhered to.
Risk Management: To ensure that clinical and non-clinical incidents are reported, recorded and analysed to improve the safety and quality of the service.
Infection Control: The postholder is expected to adhere to and promote compliance with the Trust’s Infection Control Policy and associated codes of practice.
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