Job responsibilities
MAIN DUTIES
To
provide a professional, efficient and compassionate call-handling service,
following agreed communication pathways.
To
ensure consent to access records obtained and works following all GDPR
guidelines.
To
work alongside, and support, the designated nurse on duty from 07:00am to
22:00pm Monday to Sunday on a rota basis.
To
manage the administrative needs identified from incoming calls to
OneResponse. To take calls and initial
information and triage simple requests, taking relevant information for the
designated nurse for complex calls if the nurse is already taking another call,
or out of the office. The assistant will
be able to hold the situation, through advice and support and reassurance of a
call back from an appropriate professional.
Maintaining
referrals, activity data and filing/monitoring systems.
In
conjunction with the OneResponse team members the post holder will work with
other Hospice and community services to provide support as appropriate and in
liaison with acute services.
The
post holder will support and participate in the planning and ongoing service
development of the OneResponse service, working with the OneResponse team, Assistant
Director of HCS & Community Partnerships, Joint Heads of St Lukes Hospice
Community Services, Office Manager and other health and social care and
volunteer providers.
The
post holder will promote the key values of palliative and end of life care for
patients, families and carers, ensuring equitable access to relevant
services. The assistant will have a
calm, professional and empathic manner with a consistent approach to dealing
with telephone triage and support.
KEY DUTIES AND RESPONSIBILITIES
1.
ADMINISTATIVE SUPPORT
- To become fully proficient with
using SystmOne to accurately log and manage calls.
- To provide a confident,
professional, personal and telephone reception service, including response
to enquiries and offering some on-going telephone support.
- To provide service administration,
with duties to include typing, word processing, collation of statistics
and reporting writing. This will
include collation of activity data which contribute to reports in line
with Governance and service requirements.
- To provide an efficient filing and
retrieval of documentation service, manual and computer based. Scanning
efficiently agreed documentation on to the electronic database SystmOne.
- To contribute to an Annual Report
of activity, demonstrating clear impact on patient experience.
- To monitor planned rotas and
support planning and managing of same, ensuring that the service is
adequately and safely covered, being flexible and mutually supportive of
colleagues.
- To give accurate and relevant
information about the service to professionals, potential clients and the
general public.
- To ensure that information
available is up-to-date and reflects services provided in our local
communities by a range of providers.
- To assist in all areas of client
allocation, ensuring service procedures are adhered at all times.
- To liaise closely with Service
Administrators of other services / venues to ensure a seamless service,
particularly to the Administrator for the Electronic Coordinated Care
Register.
- To support and contribute to the future
development of the service.
- To continue to build up good links
between services - St. Lukes Hospice, NELFT, Local Authorities and other
agencies, both voluntary and statutory.
- To provide input/assistance with
other staff, in order to maintain an accurate database.
2.
ADDITIONAL RESPONSIBILITIES
- Working with Hospice at Home
staff, to be responsible contributing to the management of a caseload of
telephone support / holding cases and be an active participant in the
multi-professional team, ensuring the physical, spiritual, emotional,
psychological and social needs of patients are identified and addressed.
- Support the Referrals Assessment
Discharge Service (RADS), Referral Hub and the Frailty & Care Home
Palliative Support Team (F&CHPS) with the accurate and prompt
management of discharges to ensure a smooth and seamless transfer between
services.
- To provide support, information
and advice as directed.
- To keep clear records within the
multi-disciplinary notes and on SystmOne, ensuring that both verbal and
written communication is provided to a high standard.
- To contribute to the improvement
of OneResponse. To participate
effectively in multi-professional meetings and exchange of information,
liaising with other professionals required.
- To work proactively to maintain
effective communication networks with all departments within the Hospice
and Hospice Community Services Team to maintain a seamless delivery of
service.
- In conjunction with other members
of the multi-professional team identify and provide support to relatives
and friends of patients, maintaining appropriate confidentiality at all
times.
- To be prepared to learn and train
in order to develop the service.
- To work closely with and support
other team administrators and be prepared to be able to learn those roles.
- To ensure that bereavement support
is offered to all families of deceased people known to HCS working through
the bereavement caseload following the agreed protocol.
3.
EDUCATION/DEVELOPMENT
- To attend all relevant mandatory
training, via e learning or face to face as laid out by the Learning and
Development Unit.
- To have an understanding of
palliative/end of life care.
- To be responsible for ensuring own
practice is kept current and up to date and evidence based.
- To participate in quarterly
clinical supervision ensuring all areas of work and personal development
are discussed and reviewed. To attend regular team meetings.
- To read recommended texts so as to
compliment training and supervision provided.
- To contribute to, and take part
in, Service Reviews and Steering groups as appropriate.
- To undertake education and
training relevant to the role as required.
