Job summary
The Lincs & Notts Air Ambulance (LNAA) attends on average 4 patients every day, many of whom have just been through a life-changing event. The Aftercare Service supports LNAA patients and their families/significant others, through their recovery or bereavement following a trauma/incident, providing compassionate, experienced support, direction and guidance; the Patient & Family Liaison Practitioner will help to provide this expertise alongside LNAA clinicians. The PFL Practitioners role is to help patients understand what happened to them, the care they received at the time of their incident, and to signpost them to relevant organisations and resources to support their recovery. You will help patients understand what happened to them whilst in the care of the LNAA team at the time of their incident, and signpost them to relevant organisations and resources to support their recovery.
In addition, the PFL Practitioner may support the patient and, or their family, if they wish to engage with in activities such as,
- Fundraising for LNAA
- Promoting the work of LNAA through sharing their story to external audiences,
- Volunteering for LNAA.
Main duties of the job
- 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.
- Work closely with the clinical and operational teams, to 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 patient related Compliments, Concerns, Complaints and ensure these are directed to the appropriate 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.
About us
We aspire to be by the side of more patients.
We are led by our values: Teamwork, Respect, Innovation, Compassion.
We serve a population of almost 1.6m across Lincs & Notts. Since we first took to the air in 1994, we have responded to almost 30,000 emergencies.
Accidents and medical emergencies can change lives forever and thats why we are committed to saving lives and providing cutting-edge, pre-hospital critical care.
In 2023 we were called to respond to almost 1,700 incidents - our busiest year on record. Our crews respond 24/7, 365 days a year.
Our highly skilled team operate at the very forefront of Helicopter Emergency Medical Services (HEMS). They perform life-saving interventions, including emergency chest and heart surgical procedures, deliver emergency anaesthesia and administer blood transfusions to patients suffering from life-threatening blood loss.
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.
- Work closely with the clinical and operational teams, to 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 patient related Compliments, Concerns, Complaints and ensure these are directed to the appropriate 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 Health and Care Act (May 2022) and Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
- To signpost patients and their families to other organisations and advocacy services.
- To 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.
- Signpost former patients or families as required to other departments within the charity.
- Monitor service outcomes of the service and provide feedback at regular intervals.
- 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.
- Compile monthly reports that detail patient and family engagement and provide an annual report of Aftercare Service 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.
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.
- Work closely with the clinical and operational teams, to 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 patient related Compliments, Concerns, Complaints and ensure these are directed to the appropriate 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 Health and Care Act (May 2022) and Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
- To signpost patients and their families to other organisations and advocacy services.
- To 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.
- Signpost former patients or families as required to other departments within the charity.
- Monitor service outcomes of the service and provide feedback at regular intervals.
- 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.
- Compile monthly reports that detail patient and family engagement and provide an annual report of Aftercare Service 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.
Person Specification
Experience
Essential
- Demonstratable experience within a pre-hospital or critical care environment and/or previous patient facing experience, including working with bereaved families.
- A good standard of literacy and numeracy required (GCSE (or equivalent) C and above).
- Excellent interpersonal skills in telephone, email and face to face communications, demonstrating empathy and compassion when dealing with distressing and emotional situations.
- Strong verbal and written communication skills and the ability to communicate to various external agencies and networks.
- Knowledge of NHS patient pathways, relating to trauma, paediatrics and mental health.
- Knowledge of safeguarding procedures.
- Good administration skills and able to accurately complete data entry.
-
- Able to build supportive relationships with, patients, and their families/significant others, LNAA people and external providers.
- Full, clear driving licence with access to a vehicle.
- Willing to travel throughout Lincolnshire and Nottinghamshire, and at times beyond.
- To occasionally work evenings and weekends.
Desirable
- Experience of working with media and press.
- Fully competent in all Microsoft applications.
- Demonstrable understanding of how media coverage can be achieved and evidence of achieving this.
- Ability to multitask whilst under pressure.
Person Specification
Experience
Essential
- Demonstratable experience within a pre-hospital or critical care environment and/or previous patient facing experience, including working with bereaved families.
- A good standard of literacy and numeracy required (GCSE (or equivalent) C and above).
- Excellent interpersonal skills in telephone, email and face to face communications, demonstrating empathy and compassion when dealing with distressing and emotional situations.
- Strong verbal and written communication skills and the ability to communicate to various external agencies and networks.
- Knowledge of NHS patient pathways, relating to trauma, paediatrics and mental health.
- Knowledge of safeguarding procedures.
- Good administration skills and able to accurately complete data entry.
-
- Able to build supportive relationships with, patients, and their families/significant others, LNAA people and external providers.
- Full, clear driving licence with access to a vehicle.
- Willing to travel throughout Lincolnshire and Nottinghamshire, and at times beyond.
- To occasionally work evenings and weekends.
Desirable
- Experience of working with media and press.
- Fully competent in all Microsoft applications.
- Demonstrable understanding of how media coverage can be achieved and evidence of achieving this.
- Ability to multitask whilst under pressure.
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.
