To provide a comprehensive, efficient and effective Chemotherapy booking service in order to meet the National patient waiting times targets. To support and liaise with the other Chemotherapy Coordinator/Navigator and stakeholders to ensure good, well-organised patient experiences. To ensure nursing staff to patient ratio is safe when reviewing the clinics for patients.
The post holder will be required to provide excellent customer service to all service users, ensuring that they are always polite and courteous.
The post holder will be responsible for the management of their own workload and will be expected to develop and maintain up-to-date knowledge of all service specialities included within the chemotherapy suite activity, which will enable them to deal with any service-related queries. This is a multi-skilled and multi-tasked role, and therefore the post holder will be expected to have good knowledge and understanding of the Chemotherapy Navigator role, in their absence.
Main Duties:
1. Managing patients waiting for an appointment from referrals to the Chemotherapy Suite. The safe and effective bookings of these patients to the Chemotherapy Suite diary in line with the booking rules and considering patient to nurse ratios.
2. Ensuring that new patients are booked into the appropriate appointment slots and liaising with the clinical and medical staff, ensuring that the suite runs efficiently.
3. Constructing and scheduling activity lists as per department guidelines. This may mean undertaking clinic changes and cancellations in accordance with operating procedure and ensuring re-scheduled appointments are at no detriment to the patient’s treatment plan. This will be done in liaison with the chemotherapy nursing team and haematology/oncology consultants.
4. Ensuring that patients are offered a choice of appointment as national guidance and ensuring that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by the clinicians, are offered appropriate revised dates over the phone.
5. Ensuring that all appointments made and/or changes made to existing appointments are confirmed by telephone to all concerned.
6. Liaising closely with and responding to internal and external queries relating to appointments and activity. This will include reasons for non-attendance and rescheduling appointments.
As colleagues at the Trust, we will always be guided by our Proud to CARE values:
* Compassion: Treating everyone with kindness – welcoming diversity and inclusion, considering individual needs; and challenging inappropriate behaviours outside of our values.
* Ambition: Aspiring to be the best – reaching high standards, providing exceptional care and services; and achieving measurable improvements in people’s health and wellbeing.
* Respect: Valuing and appreciating everyone – listening, learning, and acting on their experiences, being open and honest; and recognising that working with others brings benefits.
* Encouragement: Opportunities for all – supporting education and development, helping people to bring their improvement ideas to life and speak-up; and getting everyone involved in our future.
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