Lincs & Notts Air Ambulance

Patient & Family Liaison Officer

Information:

This job is now closed

Job summary

The PFLO will maintain links into regional Major Trauma Centres and local hospitals that LNAA deliver patients to. This is to increase the clinical links between LNAA crew and trusts, allow the LNAA crew to receive clinical updates on patient status and any clinical feedback and develop communications on all matters relating to the integration of LNAA operations and local NHS trusts.

The PFLO will work with the NHS rehabilitation teams looking after LNAA patients. They will identify LNAA patients needs and refer them towards a holistic range of onward care. They will develop and maintain a network of contacts, charitable service providers, hospitals etc. to support patients recovery both mentally and physically. They will direct patients to other relevant third sector support groups.

Main duties of the job

The PFLO will work with Lead Clinicians of LNAA to make patients aware of the care given to them, provide them with information about the Charity its role and staff. The PFLO will proactively gather learning and feedback from lived experience and involvement with patients in order to develop the caring and effective elements of the organisation. On some occasions patients or their family wish to raise funds, recite their story and promote what we do and why we need to raise funds. The PFLO will, in conjunction with the Fundraising & Communications managers, collate stories, develop and manage PR opportunities and keep past patients and families informed of LNAA activities. The PFLO will always, be mindful of the vulnerability of the patient group, an individuals right to privacy and confidentiality and will ensure that patients do not undergo coercion to support the Charity.

The PFLO will also work to ensure the services provided reflect the needs of the population served and do they ensure, giving flexibility, choice and continuity of care. Where peoples needs and choices are not being met by LNAA, the PFLO will identify these areas and inform the Operational management team. Additionally, the PFLO will support LNAA staff and crew to help them better understand and respect the personal, cultural, social and religious needs of people and how these may relate to care needs.

About us

The Lincs & Notts Air Ambulance (LNAA) attends on average 4 patients every day, many of whom have just been through a life-changing event. Following their clinical care, both the patient and their family often require compassionate, experienced support, direction and guidance; the Patient & Family Liaison Officer (PFLO) will help to provide this expertise.

Details

Date posted

05 September 2022

Pay scheme

Other

Salary

£30,000 a year Depending on experience

Contract

Fixed term

Duration

3 years

Working pattern

Full-time

Reference number

B0565-22-5719

Job locations

Lincs & Notts Air Ambulance

Hems Way

Bracebridge Heath

Lincoln

LN4 2GW


Job description

Job responsibilities

Establish early links with LNAA patients and their families, offering a variety of support mechanisms (both LNAA and external) that will signpost and guide them through the recovery journey.

Working closely with the clinical and operational teams, develop and maintain an extensive network of contacts, establishments, charitable service providers, hospitals, groups and courses for patients and their families in support of their recovery, both mentally and physically.

To work closely with the clinical leadership team to deliver the patients lived experiences to help improve care, in operational and strategic planning, and actively involve patients in future service delivery planning through consultation with individuals and groups and documentation of their perspective. Contribute to making the organisation safer by listening to the patients viewpoint, feeding this back into system planning, and working closely with the Clinical Lead for Patient Safety and Risk to ensure any lessons are conveyed to the operational crews.

To be the initial contact of all CCCCs where patients are concerned and ensure these are correctly signposted to the correct member of the leadership team. Additionally, coordinate the repository of feedback from patients within the Datix feedback system and report monthly on these, monitoring for themes and trends.

Work closely with the clinical audit and research committee to establish research aims and gain consent and approvals from patients where it is required.

To assist with the preparation of evidence for maintaining independence under the HSCA (May 2022) and HSC Regulations.

To signpost patients and their families to other organisations and advocacy services.

Build relationships with our regional external stakeholders and national patient voice forums.

To proactively seek feedback from patients on the effectiveness of the care delivered by LNAA operational crews using means to suit the patient and optimise their feedback

Support patients and families that already have established links with LNAA, including those whose journey has finished but may still wish to support LNAA as ambassadors.

Plan and arrange patient and family meet and greet sessions where appropriate, supported where necessary with internal staff resources and external networks.

Maintain a LNAA past patient and family database, ensuring details are correctly stored, edited and inputted as required, maintaining GDPR throughout. This includes obtaining and securing informed consent forms.

In conjunction with the Fundraising & Communications managers, use the patient and family database to collate stories and highlight those that may be appropriate in representing LNAA in front of the media; assist in the creation of patient and family outreach campaigns where appropriate.

Alongside the LNAA fundraising team establish, develop and manage working relationships between suitable past patients, their families, fundraisers and volunteers to increase their own story and the involvement of LNAA.

Be a point of contact with all former patients and their families, whether through feedback forms, social media communications, general enquires or contact with fundraising teams or volunteers.

Work with the LNAA Marketing and Communications Manager to discuss, develop and manage various PR opportunities with suitable patients and their families.

In conjunction the LNAA Volunteer Manager, assist with those patients and families that wish to volunteer their time to our Charity.

Compile monthly reports that detail patient and family engagement and provide an annual report of PFLO activity to the Clinical Board.

Behave in a manner which is consistent with LNAA values and safeguards the health and wellbeing of children and vulnerable adults.

Behave in a manner which upholds the standards of healthcare cleanliness and adhere to all necessary precautions for limiting the transmissions of infections.

Job description

Job responsibilities

Establish early links with LNAA patients and their families, offering a variety of support mechanisms (both LNAA and external) that will signpost and guide them through the recovery journey.

Working closely with the clinical and operational teams, develop and maintain an extensive network of contacts, establishments, charitable service providers, hospitals, groups and courses for patients and their families in support of their recovery, both mentally and physically.

To work closely with the clinical leadership team to deliver the patients lived experiences to help improve care, in operational and strategic planning, and actively involve patients in future service delivery planning through consultation with individuals and groups and documentation of their perspective. Contribute to making the organisation safer by listening to the patients viewpoint, feeding this back into system planning, and working closely with the Clinical Lead for Patient Safety and Risk to ensure any lessons are conveyed to the operational crews.

To be the initial contact of all CCCCs where patients are concerned and ensure these are correctly signposted to the correct member of the leadership team. Additionally, coordinate the repository of feedback from patients within the Datix feedback system and report monthly on these, monitoring for themes and trends.

Work closely with the clinical audit and research committee to establish research aims and gain consent and approvals from patients where it is required.

To assist with the preparation of evidence for maintaining independence under the HSCA (May 2022) and HSC Regulations.

To signpost patients and their families to other organisations and advocacy services.

Build relationships with our regional external stakeholders and national patient voice forums.

To proactively seek feedback from patients on the effectiveness of the care delivered by LNAA operational crews using means to suit the patient and optimise their feedback

Support patients and families that already have established links with LNAA, including those whose journey has finished but may still wish to support LNAA as ambassadors.

Plan and arrange patient and family meet and greet sessions where appropriate, supported where necessary with internal staff resources and external networks.

Maintain a LNAA past patient and family database, ensuring details are correctly stored, edited and inputted as required, maintaining GDPR throughout. This includes obtaining and securing informed consent forms.

In conjunction with the Fundraising & Communications managers, use the patient and family database to collate stories and highlight those that may be appropriate in representing LNAA in front of the media; assist in the creation of patient and family outreach campaigns where appropriate.

Alongside the LNAA fundraising team establish, develop and manage working relationships between suitable past patients, their families, fundraisers and volunteers to increase their own story and the involvement of LNAA.

Be a point of contact with all former patients and their families, whether through feedback forms, social media communications, general enquires or contact with fundraising teams or volunteers.

Work with the LNAA Marketing and Communications Manager to discuss, develop and manage various PR opportunities with suitable patients and their families.

In conjunction the LNAA Volunteer Manager, assist with those patients and families that wish to volunteer their time to our Charity.

Compile monthly reports that detail patient and family engagement and provide an annual report of PFLO activity to the Clinical Board.

Behave in a manner which is consistent with LNAA values and safeguards the health and wellbeing of children and vulnerable adults.

Behave in a manner which upholds the standards of healthcare cleanliness and adhere to all necessary precautions for limiting the transmissions of infections.

Person Specification

Experience

Essential

  • A good standard of literacy and numeracy required (GCSE (or equivalent) C and above)
  • A minimum of 2 years experience within a relevant environment and/or previous patient facing experience, including working with bereaved families
  • Excellent interpersonal skills
  • Must have strong verbal and written communication skills and the ability to communicate to various external agencies and networks
  • Good administration skills with exceptional attention to detail
  • Excels in telephone, email and face to face communication skills, displaying compassion throughout
  • High level of emotional intelligence, and able to demonstrate empathy
  • Maintain a high level of professionalism at all times, acting as an ambassador for LNAA
  • Must have the ability to build relationships with internal staff, patients, their families and external providers
  • Proven ability to accurately complete data entry
  • Conscientious with a strong work ethic
  • Able to work independently using on initiative and able to prioritise workloads
  • Able to adapt to and influence change
  • Willing to travel throughout Lincolnshire and Nottinghamshire, and at times beyond

Desirable

  • Nursing/Critical care/emergency care or health care experience and registration
  • Professional diploma or degree in adult nursing or Paramedical
  • Experience of working with media and press
  • Fully competent in all Microsoft applications
  • Knowledge of the NHS patient pathways, including trauma, paediatric and mental health
  • Demonstrable understanding of how media coverage can be achieved and evidence of achieving this
  • Ability to multitask whilst under pressure and maintain a high level of empathy when dealing with distressing and emotional situations
Person Specification

Experience

Essential

  • A good standard of literacy and numeracy required (GCSE (or equivalent) C and above)
  • A minimum of 2 years experience within a relevant environment and/or previous patient facing experience, including working with bereaved families
  • Excellent interpersonal skills
  • Must have strong verbal and written communication skills and the ability to communicate to various external agencies and networks
  • Good administration skills with exceptional attention to detail
  • Excels in telephone, email and face to face communication skills, displaying compassion throughout
  • High level of emotional intelligence, and able to demonstrate empathy
  • Maintain a high level of professionalism at all times, acting as an ambassador for LNAA
  • Must have the ability to build relationships with internal staff, patients, their families and external providers
  • Proven ability to accurately complete data entry
  • Conscientious with a strong work ethic
  • Able to work independently using on initiative and able to prioritise workloads
  • Able to adapt to and influence change
  • Willing to travel throughout Lincolnshire and Nottinghamshire, and at times beyond

Desirable

  • Nursing/Critical care/emergency care or health care experience and registration
  • Professional diploma or degree in adult nursing or Paramedical
  • Experience of working with media and press
  • Fully competent in all Microsoft applications
  • Knowledge of the NHS patient pathways, including trauma, paediatric and mental health
  • Demonstrable understanding of how media coverage can be achieved and evidence of achieving this
  • Ability to multitask whilst under pressure and maintain a high level of empathy when dealing with distressing and emotional situations

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Lincs & Notts Air Ambulance

Address

Lincs & Notts Air Ambulance

Hems Way

Bracebridge Heath

Lincoln

LN4 2GW


Employer's website

https://www.ambucopter.org.uk/about/our-careers/ (Opens in a new tab)

Employer details

Employer name

Lincs & Notts Air Ambulance

Address

Lincs & Notts Air Ambulance

Hems Way

Bracebridge Heath

Lincoln

LN4 2GW


Employer's website

https://www.ambucopter.org.uk/about/our-careers/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Details

Date posted

05 September 2022

Pay scheme

Other

Salary

£30,000 a year Depending on experience

Contract

Fixed term

Duration

3 years

Working pattern

Full-time

Reference number

B0565-22-5719

Job locations

Lincs & Notts Air Ambulance

Hems Way

Bracebridge Heath

Lincoln

LN4 2GW


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