Job responsibilities
MAIN DUTIES
& RESPONSIBILITIES
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To provide a physical presence at the Inpatient Unit
reception desk, meeting and greeting patients and their loved ones, including
assisting with any patient queries and supporting any visitors or patients who
may be distressed.
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To work within the hospice and service protocols and
procedures to deliver a quality administration service for clinical services.
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To take telephone calls from patients, their loved
ones, health professionals and support services, sharing the relevant
sensitive, confidential and complex information and accurately documenting
necessary points.
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To maintain accurate information of the clinical
database, particularly with admissions, discharges and deaths.
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To organise meetings, including invitations,
agendas, and take minutes, ensuring these are circulated in a timely manner.
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Receives admissions, assists with organisation of
discharges/appointments communicating with other departments as required.
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Participates in the induction of staff.
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Uses the ward NHS email account for out of hour
prescriptions, continuing health care information, liaison with outside
agencies.
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Liaises with internal and external organisations,
colleagues and professionals as required
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Takes the initiative when reporting adverse
comments, complaints, untoward incidents and faulty equipment to Senior Ward
Staff / Clinical Lead Inpatient Services.
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Participates in the collection of data for ward
audits as required
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Demonstrates awareness of the need to implement cost
effective measures when using resources
Communication
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Maintain positive and effective communication and
relationships with patients, their loved ones and all other professionals to
enhance a dignified and high standard of care provision
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Understanding of the need for effective
communication in discussing end of life care with individuals reaching the end
of life and those close to them
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Give information in a sensitive and planned way to
allow time and privacy. Language should be clear and understandable, avoiding
jargon. Written information may be given to family to take away.
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Communicate complex and sensitive patient
information to colleagues within the primary healthcare team and to other
multi-disciplinary team members.
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At all times have an awareness of potential barriers
in communication, understanding how to overcome these barriers, to maintain
effective communication and equity of service provision.
Education
and Training
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Support the induction of new staff.
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Support clinical teams in the use of I-Care
Personal
Development
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Take responsibility for own learning and development
and participate willingly in training and development activities and
proactively identify any training needs and discuss with manager.
KEY WORKING RELATIONSHIPS
The main internal
and external contacts the post holder will work with includes:
Patients and their loved ones - To be able to
communicate effectively and sensitively when imparting information that could
be highly stressful and emotional. Ensuring effective and honest communication
considering the level of understanding, culture and background
Line Manager and Colleagues - Communicates
clearly and regularly discussing, reporting and sharing key information about
patients and their loved ones. Working collaboratively across the Hospice in
the best interests of the patient.
Hospice Multidisciplinary Team and
Volunteers - Work collaboratively across all disciplines and
departments to provide timely information to patients and their loved ones
ensuring care is effective and coordinated.
Senior Management Team and the
Registered Manager - Work in collaboration to ensure patient quality and safety
is a high priority.
Frequent contact with external
agencies such as Greater Manchester Integrated Care Board,
Hospitals within Northern Care Alliance, Primary Care Services, Northwest
Ambulance Service, Continuing Health Care, Funeral Directors, Nursing agencies
and Nursing Homes- Establish and maintain good working relationship with
colleagues, so as to provide a comprehensive service to patients and loved ones
to enable good liaison and share best practice.
Students across all disciplines providing a
learning environment by supporting and providing I-Care induction.
Trustees and donors ensuring a
positive message is communicated about clinical services.
ORGANISATIONAL
RESPONSIBILITIES
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To
adhere to all Bury Hospice standards, policies and procedures.
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To
conduct all work in a manner reflective of the organisational values and
behaviours.
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To
comply with General Data Protection Regulation (GDPR); an understanding of and
commitment to the appropriate handling of all confidential data.
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To promote awareness of,
and respect for, equality and diversity in accordance with Bury Hospice
policies and procedures.
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To
actively engage in fundraising within the Hospice and for the hospice.
This job
description is not exhaustive and serves only to highlight the main
requirements of the role. The line manager may stipulate other reasonable
requirements; the job description will be reviewed regularly and may be subject
to change.
