Job responsibilities
Main Duties:
- Be a point of contact for enquiries, liaising with other agencies and disciplines in a professional manner, ensuring that complex and sensitive information is communicated with empathy and reassurance.
- Lead on the referral process cross clinical services ensuring timely and efficient action to enable patients to access the most appropriate service at the most appropriate time.
- Lead on the completion of all processes following a patients death and ensure sensitively around all communication with professional and patients families.
- Maintain confidentiality and data protection regarding all personal information and hospice activity at all times, (both in and out of working hours) operating within current legislation such as Data Protection Act. The post holder should ensure they are familiar with and adhere to all hospice information governance policies and procedures.
- Establish and maintain effective communication systems with internal and external service providers to support timely and efficient service provision.
- Provide a comprehensive secretarial service to the IPU Ward Manager Clinical Services Leads as required, ensuring that the hospice deadlines and standards are met.
- Manage all aspects of patient communication and messaging for services.
- Coordination of internal and external meetings and ensuring that timely and accurate transcription and distribution of meeting minutes.
- Maintain the Willow Wood room booking diary and associated communication.
- Maintain the IPU team diary-liaise with IPU team as required to ensure requests are dealt with appropriately and timely.
- Responsible for the process of incoming and outgoing emails including, prioritising, sorting and action as necessary.
Other Responsibilities
- Organise and manage own work load ensuring it reflects on the core components of your role in a manner that ensures quality and reduces risk.
- Update Staff Care system (SMI) with alternations to published rota on an agreed basis.
- Responsible for the induction process of newly appointed volunteer staff on the In Patient Unit including the maintenance of induction records for filing in HR.
- Responsible for the day to day support of the volunteers on the unit and act as a role model.
- Ensure effective and efficient use of resources including stock management and rotation, leading on ordering and appropriate procurement of stationery and other equipment.
- Be proactive in the development and continuous improvement of the role.
- Actively encourage feedback from service users and families to enable Willow Wood to maintain and improve our services.
- Actively participate in the Hospice PDR process to identify own learning needs.
- To contribute to close working relationships with all personnel and to help build an open and honest culture that facilitates learning, creativity and excellence.
- To adhere strictly to data protection legislation and best practise guidelines regarding data from donors.
- The post holder will be expected to keep themselves updated with the Hospice policies and procedures.
- Act in a way that ensures they maintain their own health and safety and that of others, by following organisational policies and procedures.
- Be aware of infection prevention and control policies and procedures and practice according to them.
- To participate in hospice education and training programmes.
- Any other duty reasonably assigned by your Line Manager
Additional Notes
(a) This document is a guideline to the general scope of duties involved and will be reviewed at regular intervals. It is not intended as a rigid inflexible specification.
(b) The employer shares with the employee the dual responsibility for suggestions to alter the scope and content of this document in order to improve the working situation.
(c) There is a duty to be aware and adhere to all professional governing body rules and any particular `Acts' or statutory requirements, which may vary from time to time.
(d) To attend mandatory training relevant to the post.
(e) Willow Wood Hospice operates a no smoking policy.
(f) This post requires a satisfactory standard disclosure from the Disclosure and Barring Service (DBS).
Willow Wood Hospice is a registered charity, not part of the NHS and it costs over £3.3 million to run the Hospice every year. We rely on support from the community of Tameside and Glossop, both through volunteering time and donating money to enable us to continue our existing services.
For this reason, it is expected that all members of staff will also support the fundraising activities of the Hospice. We encourage every staff member to help at, participate in, or support at least two fundraising activities every year. Opportunities to support fundraising activities vary and could include helping at fundraising and shop events, taking part in an event and raising sponsorship or attending cheque presentations. Staff members will be asked as part of their annual appraisal which events they have supported.
