Job summary
Hospital Liaison Officer - Surrey
We are recruiting for full time Patient Transport Service (PTS) Resilience Hospital Liaison Officer (HLO) for PTS Surrey. You will be required to act as a point of contact between PTS and hospital clinics and wards. You will respond to and resolve issues concerning PTS provision, patient mobility, utilisation of vehicles and delays.
The role will be based at at any of the 4 acute hospitals within the footprint, East Surrey hospital, Royal Surrey hospital, Frimley Park hospital and St Peter's hospital, Other travel may be deemed necessary outside of the Surrey area.
You need to be familiar with service plans, policies, procedures and Key Performance Indicators. You will use your own vehicle to travel to relevant site. This role includes working on a rota basis between 07:00 and 17:00, Monday to Friday. Exact hours to be discussed as best suited to the acute, shifts are generally 7.5 hours.
The successful applicant will work closely with the Operational & Contact Centre management teams to ensure that service delivery maintains the standards required as per our contractual arrangements.
You will be an ambassador for the Trust, and in particular PTS, assisting in the development of close working relationships with our users.
Main duties of the job
The successful candidate will possess:
- Excellent listening skills
- Problem solving and decision-making skills
- Ability to work unsupervised
- Ability to prioritise own workload
- Excellent Customer Care skills
- You must have Ambulance Care assistant experience or be willing to undertake our Foundation training course
OVERALL PURPOSE/ROLE SUMMARY:
- To act as a point of contact between South Central Ambulance Service NHS Trust (SCAS) Non-Emergency Patient Transport (NEPTS) and its customers within a given locality. There will be a requirement to travel to other sites across the wider SCAS environment.
- To be an on-site presence to respond to and resolve issues and matters concerning NEPTS provision, patient mobility etc.
- To attend such meetings as required assisting SCAS customers in the efficient and effective transportation of its patients to facilitate patient flows within the hospital environment.
- To be an ambassador when representing SCAS NEPTS by acting in a professional and positive manner ensuring the Trust's values etc. are adhered to at all times.
About us
Benefits we offer:
- Full training and support when you join and ongoing throughout your employment with us.
- Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
- Enrolment into the NHS Pension Scheme.
- Access to continual professional development and opportunities within SCAS and the NHS.
- Occupational Health support along with an Employee Assistance Programme.
- NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.
The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.
We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES:
- Establish and maintain effective communication channels with health service colleagues, patients and SCAS employees, being available wherever possible to those who need to speak to them, with consideration being given to the use of an appropriate medium.
- Encourage open and honest communication relating to innovation and improvement. This will include use of empathy, negotiation and the use of various methods of communication to ensure all parties can communicate effectively considering the use of interpreters.
- Be required to provide and encourage an environment where customers/ patients can be listened to ensuring they are given time to impart their concerns and relevant information.
- The post holder will participate in the daily operational management meetings to understand the demands placed upon the hospital from all channels i.e. Emergency admissions, elective surgery, outpatient requirements, delays to patient placements in terms of rehabilitation and permanent relocation and to provide assistance with patient flows in the hospital environment.
- To undertake patient assessments both within the hospital environment and local community to ensure the correct resource is allocated to meet the needs of the patient. This will include patients who require the use of the Bariatric Service.
- To investigate and respond to complaints and enquiries as required and in accordance with SCAS Policies and Procedures.
- To maintain and update SCAS Software Patient Service Database relating to clinics, operational-throughput times, patient details, allocate PIN numbers to Health Service-approved users as required.
- To promote and provide support to Health Service Colleagues with the online booking system for Patient Transport used by SCAS and to assist with the training for the online booking system within the hospital environment.
- The post holder will be required to participate in all training, mandatory and other, as required by SCAS in order to meet the needs of the role and organisation.
- To liaise with other manager within SCAS Patient Transport Service to ensure that service delivery is seamless and meets the standards required within the contract agreement for the locality.
- To assist in the development and continual improvement of the Non-Emergency Patient Transport Service.
- To enter flag messages on to the Patient Transport Service system relating to specific details describing either the patient address access/egress or medical conditions.
- To enter patient information on to the preferred patient database as an initial patient records or an amendment of an existing record, maintaining the NEPTS patient data system to ensure that information is relevant and accurate.
- The post holder in conjunction with the Hospital wards, Site and Bed Managers will assist in determining the priority of patient discharges/transfers based on hospital priority, patient condition or any other factors which need to be taken into consideration.
- The post holder will be required to allocate patients to various resources as and when required to facilitate the efficient discharge of patients ensuring the NEPTS Control are kept informed.
- To direct and allocate appropriate duties to the Support/Patient Response Driver in order to facilitate the movement of patients, equipment and medications as required.
- The post holder is required to act autonomously when making decisions with their role this is a managed position and not supervised.
- To assist in ensuring that customer and patients are contacted regarding their transport requirements, advising of any inability to meet these requirement and advise of any other options as soon as it is apparent any genuine commitments cannot be met.
Qualifications and Training
Essential
- Supervisory or management qualification to NVQ3 level or equivalent experience or study towards a relevant qualification
Desirable
Computer qualification
Knowledge and Experience
Essential
- Thorough working knowledge of ambulance services
- Thorough working knowledge of NEPT Services
- Strong working knowledge of appropriate information systems e.g. Client information databases
- Customer service or patient experience
- Experience of continual improvement
- Experience of complaint and incident procedures to promote a culture of continual improvement
- Experience of dealing with poor performance and remedial actions
- Working knowledge of governance e.g. Health and Safety, Clinical, Freedom of Information, Confidentiality
- Evidence of Supervisory / management experience
Desirable
- Knowledge of the Surrey Contract and Key Performance Indicators
- Knowledge of the NHS
- Knowledge of SCAS Policies and Procedures i.e Sickness absence management, Appraisal and Personal Development
Skills and Aptitudes
Essential
- The ability to plan and prioritise own workload
- The ability to deliver localised training sessions to support the Patient Transport Service On-line systems
- Excellent communication skills - verbal and written - with the ability to explain decisions made
- Ability to work under own initiative
- Must be able to remain calm under pressure
- Must be able to demonstrate the ability to work as part of a team.
- Self-motivated
- Ability to make decisions based on impact assessment
Physical Requirements
Essential
- VDU Work
- Standard keyboard skills
- Able to travel to other locations as required
Desirable
Special Requirements
Essential
- Ability to work autonomously with minimal supervision
- Double Covid Vaccination Required (subject to government consultation)
- DBS check required (enhanced)
- Ability to deal with patients and members of the public with dignity and respect
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES:
- Establish and maintain effective communication channels with health service colleagues, patients and SCAS employees, being available wherever possible to those who need to speak to them, with consideration being given to the use of an appropriate medium.
- Encourage open and honest communication relating to innovation and improvement. This will include use of empathy, negotiation and the use of various methods of communication to ensure all parties can communicate effectively considering the use of interpreters.
- Be required to provide and encourage an environment where customers/ patients can be listened to ensuring they are given time to impart their concerns and relevant information.
- The post holder will participate in the daily operational management meetings to understand the demands placed upon the hospital from all channels i.e. Emergency admissions, elective surgery, outpatient requirements, delays to patient placements in terms of rehabilitation and permanent relocation and to provide assistance with patient flows in the hospital environment.
- To undertake patient assessments both within the hospital environment and local community to ensure the correct resource is allocated to meet the needs of the patient. This will include patients who require the use of the Bariatric Service.
- To investigate and respond to complaints and enquiries as required and in accordance with SCAS Policies and Procedures.
- To maintain and update SCAS Software Patient Service Database relating to clinics, operational-throughput times, patient details, allocate PIN numbers to Health Service-approved users as required.
- To promote and provide support to Health Service Colleagues with the online booking system for Patient Transport used by SCAS and to assist with the training for the online booking system within the hospital environment.
- The post holder will be required to participate in all training, mandatory and other, as required by SCAS in order to meet the needs of the role and organisation.
- To liaise with other manager within SCAS Patient Transport Service to ensure that service delivery is seamless and meets the standards required within the contract agreement for the locality.
- To assist in the development and continual improvement of the Non-Emergency Patient Transport Service.
- To enter flag messages on to the Patient Transport Service system relating to specific details describing either the patient address access/egress or medical conditions.
- To enter patient information on to the preferred patient database as an initial patient records or an amendment of an existing record, maintaining the NEPTS patient data system to ensure that information is relevant and accurate.
- The post holder in conjunction with the Hospital wards, Site and Bed Managers will assist in determining the priority of patient discharges/transfers based on hospital priority, patient condition or any other factors which need to be taken into consideration.
- The post holder will be required to allocate patients to various resources as and when required to facilitate the efficient discharge of patients ensuring the NEPTS Control are kept informed.
- To direct and allocate appropriate duties to the Support/Patient Response Driver in order to facilitate the movement of patients, equipment and medications as required.
- The post holder is required to act autonomously when making decisions with their role this is a managed position and not supervised.
- To assist in ensuring that customer and patients are contacted regarding their transport requirements, advising of any inability to meet these requirement and advise of any other options as soon as it is apparent any genuine commitments cannot be met.
Qualifications and Training
Essential
- Supervisory or management qualification to NVQ3 level or equivalent experience or study towards a relevant qualification
Desirable
Computer qualification
Knowledge and Experience
Essential
- Thorough working knowledge of ambulance services
- Thorough working knowledge of NEPT Services
- Strong working knowledge of appropriate information systems e.g. Client information databases
- Customer service or patient experience
- Experience of continual improvement
- Experience of complaint and incident procedures to promote a culture of continual improvement
- Experience of dealing with poor performance and remedial actions
- Working knowledge of governance e.g. Health and Safety, Clinical, Freedom of Information, Confidentiality
- Evidence of Supervisory / management experience
Desirable
- Knowledge of the Surrey Contract and Key Performance Indicators
- Knowledge of the NHS
- Knowledge of SCAS Policies and Procedures i.e Sickness absence management, Appraisal and Personal Development
Skills and Aptitudes
Essential
- The ability to plan and prioritise own workload
- The ability to deliver localised training sessions to support the Patient Transport Service On-line systems
- Excellent communication skills - verbal and written - with the ability to explain decisions made
- Ability to work under own initiative
- Must be able to remain calm under pressure
- Must be able to demonstrate the ability to work as part of a team.
- Self-motivated
- Ability to make decisions based on impact assessment
Physical Requirements
Essential
- VDU Work
- Standard keyboard skills
- Able to travel to other locations as required
Desirable
Special Requirements
Essential
- Ability to work autonomously with minimal supervision
- Double Covid Vaccination Required (subject to government consultation)
- DBS check required (enhanced)
- Ability to deal with patients and members of the public with dignity and respect
Person Specification
Qualifications
Essential
- Supervisory or management qualification to NVQ3 level or equivalent experience or study towards a relevant qualification
- Full manual UK Driving Licence with no more than 3 points for speeding (any offence relating to drink/drugs on the licence will be rejected)
Desirable
Knowledge and Experience
Essential
- Thorough working knowledge of ambulance services
- Thorough working knowledge of NEPT Services
- Strong working knowledge of appropriate information systems e.g. Client information databases
- Customer service or patient experience
- Experience of continual improvement
- Experience of complaint and incident procedures to promote a culture of continual improvement
- Experience of dealing with poor performance and remedial actions
- Working knowledge of governance e.g. Health and Safety, Clinical, Freedom of Information, Confidentiality
- Evidence of Supervisory / management experience
- You must have Ambulance Care Assistant experience or be willing to undertake our Foundation training course
Desirable
- Knowledge of the Surrey Contract and Key Performance Indicators
- Knowledge of the NHS
- Knowledge of SCAS Policies and Procedures i.e Sickness absence management, Appraisal and Personal Development
Person Specification
Qualifications
Essential
- Supervisory or management qualification to NVQ3 level or equivalent experience or study towards a relevant qualification
- Full manual UK Driving Licence with no more than 3 points for speeding (any offence relating to drink/drugs on the licence will be rejected)
Desirable
Knowledge and Experience
Essential
- Thorough working knowledge of ambulance services
- Thorough working knowledge of NEPT Services
- Strong working knowledge of appropriate information systems e.g. Client information databases
- Customer service or patient experience
- Experience of continual improvement
- Experience of complaint and incident procedures to promote a culture of continual improvement
- Experience of dealing with poor performance and remedial actions
- Working knowledge of governance e.g. Health and Safety, Clinical, Freedom of Information, Confidentiality
- Evidence of Supervisory / management experience
- You must have Ambulance Care Assistant experience or be willing to undertake our Foundation training course
Desirable
- Knowledge of the Surrey Contract and Key Performance Indicators
- Knowledge of the NHS
- Knowledge of SCAS Policies and Procedures i.e Sickness absence management, Appraisal and Personal Development
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
South Central Ambulance Service NHS Foundation Trust
Address
Camberley PTS Station
Ian Goodchild Centre. Knoll Road
Camberley
GU15 3SY
Employer's website
https://scasjobs.co.uk/ (Opens in a new tab)
