Job summary
The Endoscopy Booking Team provides an operational service for Mersey & West Lancashire Teaching Hospitals and other external Trusts. The Endoscopy Booking Team co-ordinates the admissions of patients to the Endoscopy Unit at St Helens and Whiston hospitals for day case procedures.
The Endoscopy Booking Team provide an efficient, timely and patient focused service to the Trust to support a high standard of clinical care to the patients, to carry out clerical duties within the Departments in accordance with the relevant Mersey and West Lancashire Teaching Hospitals NHS Trust Policies and Procedures.
The Endoscopy Booking Team; work over the Trust sites, covering receptions at St Helens and Whiston Hospitals, booking patients in and out for procedure appointments, rebooking where required and preparing clinics along with other admin duties. There is a central booking office located at St Helens at present.
The role involves working evenings to and weekends on a rotational basis.
Main duties of the job
1. When booking urgent patients, ensuring wards, TCI prep, operational services, Endoscopy unit are aware of patient's admissions.
2. Deal efficiently and effectively with telephone calls (patient, consultants, secretaries, endoscopy, AGM's etc.) Ensuring confidentiality is strictly maintained and complying with Data Protection Act.
3. To initiate and send out partial booking letters to invite patients to telephone to agree an admission date.
4. Once patient has telephoned the office discuss whether the dates offered are convenient, agree and book date and arrange for letter and appropriate literature to be sent to the patients.
5. Ensure that all patients are offered choice of date and time for their admissions with reasonable notice within the relevant NHS maximum waiting times.
6. Provide general advice and guidance to patients and relatives on admissions.
7. Cancel and rearrange admissions as and when needed (via ward, consultants, patient's e) Liaise with Team Leader and Directorate Managers over late cancellations and arrange any back-filling if appropriate.
8. Telephone patients with details of cancellations/admissions when require Dealing with resultant patient queries in a polite and courteous manner. (May occasionally deal with stressed or aggressive patients).
9. Ensure all cancelled operations (both patients and hospital initiated) and DNA's are followed up efficiently.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
o Rated Outstanding by CQC Inspection August 2018
o Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
o National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description
Job responsibilities
10. To compile and update waiting lists for necessary consultants/Nurse Endoscopists. Print off Primary Targeting List (PTL) reports for each consultant weekly.
11. Co-ordinate all additional activity with Directorate Managers, Consultants, theatres, wards, and patients.
12. Inform wards, secretaries, consultants and theatre of all arranged admissions or any changes/cancellations.
13. Recording, accessing, and updating Patient information on Medway system in a timely and accurate manner.
14. Record National operation codes for all patients undergoing day case procedures on Unisoft & Medway.
15. Participate in the reception rota for both St Helens and Whiston site.
16. If consultants on annual leave, ensure that Registrar/Staff Grade cover is in place before booking into session.
17. Liaise with theatres; Directorate Managers in order to ensure Endoscopy sessions are utilised when consultants on annual leave.
18. Keep both electronic and paper diaries up to date.
19. Liaise with consultants on a regular basis in order to manage waiting lists effectively whilst working within government guidelines (Access Targets).
20. Adhere to all relevant national and local deadlines/targets.
21. Request and check case sheets for any potential missed additions and highlight to Supervisors/Manager.
22. Liaise with other hospitals both NHS and private.
23. Liaise with all other staff clerical, secretarial, wards, endoscopy, GPs etc.
24. Use computer software word, excel, Unisoft, and SCR.
25. Maintain a safe environment within the workplace whilst adhering to Health and Safety policies.
26. Cover colleagues sickness/annual leave when necessary.
27. Ensure all up to date Trust and Departmental policies and procedures are adhered to.
28. Performing all ad-hoc clerical duties as required faxing, photocopying, email, typing and telephone calls.
29. To participate in audits within the department as required.
Person Specification
Qualifications
Essential
30. Educated to GCSE Level and/or equivalent qualification and/or experience
31. NVQ Level 2 and/or equivalent qualification and/or experience
Knowledge & Experience
Essential
32. Previous clerical experience
33. Able to deal with the public in person and via telephone
Desirable
34. Knowledge of medical terminology
35. Previous NHS experience
36. Experience of mentoring and training staff
Skills
Essential
37. Word Processing Skills
38. Self-motivated and able to work with limited supervision.
39. Able to use own initiative and respond to new challenges.
40. Manage/prioritise own workload
41. Excellent communication skills
42. Ability to accurately maintain computerised and manual systems
43. Ability to manage difficult/sensitive situations
44. Time management skills
45. Excellent interpersonal and influencing skills
Other
Essential
46. Ability to build and maintain good working relationships