JOB PURPOSE
The Care Coordinator will work as part of the Enhanced Access Service and coordinate and facilitate patient access to appropriate out of hours care. The Care Coordinator Administrator will support the navigation of appointment booking, ensuring the patient is seen by an appropriate health care professional based on their individual needs, for example, people who are frail or have multiple long-term physical and mental health conditions and/or patients that struggle to attend appointments in core hours.
Objectives of the role
The objective of the Care Coordinator Administrator is to play a key role in proactively working with practices to facilitate and coordinate patient access to an out of hours service which is an extension of general practice, providing same day/urgent and planned care services, delivered by a multidisciplinary healthcare team. The Enhanced Access Care Coordinator Administrator will provide dedicated support to the practice teams in targeting hard to reach groups with a focus on inequalities including Core20 Plus 5 groups and patients who would benefit from an out of hours appointment.
MAIN DUTIES AND RESPONSIBILITIES
Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care. Support patients to utilise decision aids in preparation for a shared decision-making conversation.
Holistically bring together all of a person's identified care and support needs and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person. Help people to manage their needs through answering queries, making, and managing appointments. Ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand people's level of knowledge and confidence in skills in managing their own health.
Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals.
Support the coordination and delivery of MDTs. Scheduling patient treatments and coordinating the initial visit and follow-up visits. Coordination of reminder procedures. Diary management in liaison with practice staff.
Setting up of specialist appointments, including letters and records and follow-up on care and outcomes. Preparation of treatment plan and explanation of treatment plans to patients and dealing with patient questions. Following up patient decisions on treatments where these are not initially taken up. Participating in the administrative responsibilities of the practice team i.e., DES, QOF IIF targets.
Ensuring accurate and legible notes of all consultations and treatments are recorded in patients' records and accurate completion of all necessary documentation associated with patient health care. Attending and participating in meetings as required i.e., MDTs, practice meeting (DES, QOF and IIF target meetings). Providing services for the PCN.
Safeguarding
To comply with local safeguarding processes for children and vulnerable individuals.
Health and Safety
To comply with the Health and Safety at Work etc Act 1974. To take responsibility for his/her own health and safety and that of other persons who may be affected by his/her own acts or omissions. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Equality and diversity
The post-holder will support the equality, diversity and rights of patients, carers, and colleagues by: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures, policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues. Behaving in a manner which is welcoming.
Risk Management and Clinical Governance
To work within the Clinical Governance Framework of the GP Practice, incorporating Risk Management and all other quality initiatives.
General
The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes in the future. To undertake any other duties commensurate with the role, within the bounds of his/her own competence.
Confidentiality
In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Alliance may only be divulged to authorized persons in accordance with the Alliances policies and procedures relating to confidentiality, and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Alliances Health & Safety Policy to include: Identifying the risk involved in work activities and undertaking such activities in a way that manages those risks. Ensuring that all accidents or dangerous accidents are reported and investigated and follow up action taken where necessary.
Quality
The post-holder will strive to maintain quality within the Alliance, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time, workload and resources.
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly.
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