Job summary
The post holder, after the necessary training and induction, will be an integral member of the multidisciplinary outpatients' team, assisting the team in ensuring improved patient experience, service efficiency and provision of an efficient and comprehensive patient pathway. They shouldhave the ability to work independently as well as working closely with other members of the team.
The post holder will be a key member of staff and will be integral to the success of the hospital, thanks to their interactions with both clinical staff and patients. The patient experience coordinator will typically spend time assisting patients and their carers/families in the reception and waitingareas, sometimes spend time talking with patients that are in need of companionship. They are responsible for ensuring the safety and well-being of service users, and should always work in a manner that promotes the dignity and human rights of patients and clients.
The post holder will support the outpatient clinics working alongside the multidisciplinary team within the service.
Main duties of the job
Assist patient and their families/carers with way finding to ensure they check in at the correct clinic .
Assist patients with checking in to clinic, using the patient kiosk if appropriate, reinforcing that patient will be seen in appointment time order, not arrival time.
Inform clinical Senior Nursing staff of patients who require prioritisation - those with poor vision, decreased mobility, patients with helping hand stickers so that they are seen in a timely manner by the clinical team
Assist patients with mobility issues, assist as required into the clinic bay.
Ensure that patients in waiting area are aware of how they can get refreshments while in clinic reassuring them that if they leave the clinical area to make calls they will not miss their appointment slot.
About us
t Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
o Salary including High-Cost Area Supplemento Opportunity to join the NHS Pension Schemeo Free 24/7 independent counselling serviceo Learning and development opportunitieso Easy and quick transport linkso A range of attractive benefits and discountso Access to Blue Light Card and other NHS Discount Schemeso Free Pilates classeso Full support and training to develop your skillso Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Job description
Job responsibilities
Assist patient and their families/carers with way finding to ensure they check in at the correct clinic .
Assist patients with checking in to clinic, using the patient kiosk if appropriate, reinforcing that patient will be seen in appointment time order, not arrival time.
Inform clinical Senior Nursing staff of patients who require prioritisation those with poor vision, decreased mobility, patients with helping hand stickers so that they are seen in a timely manner by the clinical team
Assist patients with mobility issues, assist as required into the clinic bay.
Ensure that patients in waiting area are aware of how they can get refreshments while in clinic reassuring them that if they leave the clinical area to make calls they will not miss their appointment slot.
Ensure that patients are offered a patient pager so that they can leave the clinic to get refreshments, use the phone, or use the toilet facilities.
Communicate any delays in clinic to the reception staff and the patients and relatives to ensure they are kept informed
Ensure that patients who arrive by hospital transport are highlighted to clinical staff and then post appointment are escorted back to the transport department
Highlight to the senior clinical team those patients requiring urgent care, multiple appointments and any other underlying circumstances during attendance.
Report any concerns and patient queries to the senior staff member in the clinic.
Report any issues of spillage, overfill domestic waste bins with domestic staff.
Identify bottlenecks in clinics
Assist with giving patients the friend and family feedback cards to ensure that feedback is obtained following the patients visit.
Ensure that confidential data is removed at the end of each clinic
Liaise with other patient support services e.g. LVA, CVI and patient counselling services patients running late clinic appointments
Job description
Job responsibilities
Assist patient and their families/carers with way finding to ensure they check in at the correct clinic .
Assist patients with checking in to clinic, using the patient kiosk if appropriate, reinforcing that patient will be seen in appointment time order, not arrival time.
Inform clinical Senior Nursing staff of patients who require prioritisation those with poor vision, decreased mobility, patients with helping hand stickers so that they are seen in a timely manner by the clinical team
Assist patients with mobility issues, assist as required into the clinic bay.
Ensure that patients in waiting area are aware of how they can get refreshments while in clinic reassuring them that if they leave the clinical area to make calls they will not miss their appointment slot.
Ensure that patients are offered a patient pager so that they can leave the clinic to get refreshments, use the phone, or use the toilet facilities.
Communicate any delays in clinic to the reception staff and the patients and relatives to ensure they are kept informed
Ensure that patients who arrive by hospital transport are highlighted to clinical staff and then post appointment are escorted back to the transport department
Highlight to the senior clinical team those patients requiring urgent care, multiple appointments and any other underlying circumstances during attendance.
Report any concerns and patient queries to the senior staff member in the clinic.
Report any issues of spillage, overfill domestic waste bins with domestic staff.
Identify bottlenecks in clinics
Assist with giving patients the friend and family feedback cards to ensure that feedback is obtained following the patients visit.
Ensure that confidential data is removed at the end of each clinic
Liaise with other patient support services e.g. LVA, CVI and patient counselling services patients running late clinic appointments
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications.
Skills and Experience
Essential
- Experience of carrying out work tasks using IT systems such as MS Office.
- Previous experience using Trust IT systems e.g. PAS, OpenEyes
- Previous experience within the NHS
- Experience of delivering excellent customer service to the public.
Personality and Personal Attributes
Essential
- Commitment to delivering patient-centered services
- Health and Safety Awareness
- Excellent frontline/reception skills
- Excellent oral and written communication and interpersonal skills
Desirable
- Previous experience within the NHS
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications.
Skills and Experience
Essential
- Experience of carrying out work tasks using IT systems such as MS Office.
- Previous experience using Trust IT systems e.g. PAS, OpenEyes
- Previous experience within the NHS
- Experience of delivering excellent customer service to the public.
Personality and Personal Attributes
Essential
- Commitment to delivering patient-centered services
- Health and Safety Awareness
- Excellent frontline/reception skills
- Excellent oral and written communication and interpersonal skills
Desirable
- Previous experience within the NHS
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.
