We are looking for an enthusiastic person to work as part of the Sutton Health and Care Home First+ service. You will be part of the MDT team that helps to prevent admission from community, accelerate discharge from emergency department and acute medical wards and provide supported discharge through discharge to assess pathway. We are innovative and people focused with a 'one team' ethos, which means better quality and more joined up care for our patients and families. The team strives to constantly improve service delivery and contributions from all staff are highly valued. We will provide professional development opportunities and support you to provide great care to our patients.
Our services operate 8 am to 8 pm seven days a week. If you meet the required person specification criteria and have the appropriate clinical skills, together with commitment, energy and experience then we would like to hear from you.
• Work within the developing multi-professional Home First+ Service who provides rapid response assessment and intensive discharge support for people at home and within intermediate care bedded facilities.
• Working in collaboration with colleagues to deliver an efficient and cost effective coordination service for the team and across the service as a whole.
• Lead by example in ensuring a patient focused service by acting as the first point of contact to all queries from patients, referrers, staff and those contacting the service in a timely and professional manner.
• Maintain professional working relationships with own and other departments.
• Work as part of the multi-professional team to ensure the provision of high quality patient care and that team and service objectives are achieved and maintained. This will include direct patient care for staff with appropriate skills and knowledge
• To support the service manager in maintaining a business acumen using your own knowledge and ability to make concise and effective decisions within one’s own scope and whenever necessary.
Sutton Health and Care is an innovative partnership of providers working across Sutton (GP Federation; Local Authority; Mental Health Trust and Acute Trust) to provide integrated services for the local community. As partners we have the exciting opportunity to put the shared vision for how health and care can be delivered into reality through the implementation of a service model for the provision of community services (adult and children) that truly integrates health and care, physical and mental health and primary and acute care.
We are committed to working with each other and commissioners to co-create a model which when implemented will transform the experience of the people who use services in Sutton and fit the vision of the Sutton Health and Care Plan and the national NHS Long Term Plan.
We firmly believe that the partnership will drive transformational change to the benefit of patients and the local health and care system, getting the system to deliver better person-centred outcomes and financial sustainability.
Key Results Areas / Principal Responsibilities
Administration
• Responsible for managing confidential patient referrals at a local level and ensuring relevant referrals are uploaded to Patient’s electronic records in a safe and secure manner that does not compromise or breach the Trust’s information governance standards.
• To be responsible for ensuring that administrative workload is prioritised across the team autonomously prioritising according to patient, team and service needs; seeking guidance to do this if required.
• Input and extract data and information to and from the electronic patient record system as required, including the population of Team planner and team members diaries.
• Working in partnership with Senior Team to maintain up to date electronic patient caseload.
• Maintain effectively and efficiently accurate electronic team rota as required.
• Work collaboratively with administration team members to ensure that cover and back up is provided and the office is staffed, during the core working hours.
• Create and maintain professional customer service and contribution to key performance indicators.
• Actively contribute and participate in the development and implementation of administrative service improvements as required.
• To be responsible for maintaining accurate up to date confidential patient held records within the multi-professional base, setting up new files and archiving records following patient discharge in line with Trust policy.
• Maintain accurate up to date spread sheets for mandatory and other training for staff.
• Maintain accurate up to date spread sheets for the team’s annual leave, sickness leave and study leave. Maintain the team Health Roster.
• Additionally supporting the Senior Team as required in preparing documentation in relation to Occupational Health etc.
• Responsible for responding to requests for patient records as required.
• Deal with incoming / outgoing correspondence from both internal and external agencies effectively and efficiently in a timely manner.
• To ensure all letters, memos and reports created by the team are on time and to a high standard of accuracy following The Trust’s branding guidelines.
• Participate in team meetings, including accurate typing and distributing minutes ensuring all actions are addressed in a timely manner.
• Whenever required to organise the arrangements of meetings / workshops both internally and externally, co-ordinating availability of attendees, booking rooms and arranging refreshments, appropriate material /equipment is in place to ensure smooth running of meetings.
• Deal effectively and efficiently with incoming / outgoing post and correspondence from both internal and external bodies. Sorting, prioritising and responding to correspondence as appropriate using own judgement whilst any urgent or important business is brought to the attention of the appropriate Team member in good time.
• Undertake audits and surveys as requested.
• Use computer software as required such as MS Office, Excel, intranet and internet and in particular patient record systems
• Deal effectively and efficiently with telephone enquiries in a courteous manner using own judgement when necessary, screen calls and appropriately redirect callers or accurately take messages as required.
• Use SBS Oracle ordering systems and NHS Supply chain to order supplies for services as required.
• Scanning patient related documentation and uploading to electronic patient recording systems.
• Create and maintain folders to support clinical records.
• Manage the office systems and equipment (photocopiers, telephones etc), ensuring these are working correctly and arranging maintenance engineers when necessary.
Communication
• Receive and exchange complex and sensitive patient information giving reassurance and signposting and non-clinical advice commensurate with post, if necessary whilst maintaining confidentially.
• Responsible for answering and actioning calls and patient referrals in a professional manner and ensure that accurate information is passed to the appropriate member of the nursing team to action within agreed service timeframes.
• Lead by example and receive telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible.
• Communicate clearly and concisely with clinical colleagues to ensure effective management of referrals and patient information
• Receive patient and other service users queries in a polite and courteous manner, where necessary utilising persuasive skills, and appropriately transfer any calls which cannot be answered to the appropriate person.
• On receipt of a complaint /incident from a patient or referrer ensure this is managed in line with the Trust’s complaint / PAL’s process in a courteous, effective and efficient manner respecting the confidential nature of such information.
• Liaise with key stakeholders at a senior level within the Trust and other statutory bodies, external organisations including GPs, local authorities, hospitals and members of the public on behalf of the Community nursing team and where required the Community Services division.
• Attend relative team meetings in order to provide input on new processes and systems being introduced and propose changes to working practices.
• Participate in new staff orientation by communicating and where necessary training in administrative work procedures, processes and systems.
Data and Reporting
• To work with Service Manager and clinical team members to support the production of complex monthly reports as required.
• To create and maintain databases/spread sheets, inputting information and ensuring that all information is accurately recorded.
• Personal Attributes
• Responsible for ensuring all deadlines are met and own workload is prioritised and reallocated accordingly to meet service need.
• Work cohesively and flexibly with peers providing cross-cover when necessary.
Other Responsibilities
• Liaise with the Procurement Liaison Officer in regards to Materials Management Estates, Facilities and Procurement issues.
• Undertake any necessary or mandatory training, study or qualification as required for the role.
• Adhere to legislation and Trust policy and procedure on patient confidentiality.
• To undertake such other duties, across Trust sites, as may be required from time to time which are consistent with the responsibilities of the grade.
This advert closes on Tuesday 2 Jul 2024