Ophthalmology Deputy Patient Access Manager

Job description

Job responsibilities

To deliver a high quality, effective and flexible service in respect of the patient pathway from referral to treatment. Work closely with clinicians, nurses and all clinical staff to ensure that patients are actively managed through their pathways. To manage the patients pathway from triage, first outpatient appointment, through diagnostics, treatment planning and treatment, highlighting potential delays in the pathways to both Directorate Manager and Head of Booking & Clinical Administration Services, ensuring that all patients who are not on 18 week pathways also receive timely care and treatment. To identify extra capacity slots required by each Service, to meet national targets with identification of the correct staffing and skill mix required to treat the patient lists. Responsible for the knowledge management of the Patient Tracking List (PTL) for designated services on behalf of the Directorate. Being fully updated and aware of patient demand exceeding or diminishing in relation to current capacity and communication of the position to the Directorate Management Team, including the Patient Access Manager Responsible for the review of the outpatient, inpatient and day case waiting lists and the continuous monitoring of all patient pathways, patients on Urgent Suspected Cancer pathways, 18 week pathways and those awaiting planned care or who require regular follow up monitoring and review. This includes identifying blockages, bottlenecks in service delivery, a worsening treatment position and risk to patient from inadequate timescales to clinic availability. Ensuring adherence to Trust policies and procedures, in particular the Patient Access Policy. To recommend systems and processes which improve compliance to the policy. Collect and analyse data on appointment availability, DNA rates (did not attend) and waiting list times. Assisting in producing reports and presentations for senior management to inform planning and service improvements. To work closely with Patient Access Manager, Head of Booking and Clinical Administration Services and Directorate Manager(s) to develop and refine policies and procedures to ensure seamless management of the patient pathway from referral to treatment. Maintain up to date knowledge of all applicable targets and processes relating to the patient pathway and to be a point of reference within the directorate. To be the main link between the Directorate and Centralised Administration Teams and for patients, relatives and GPs where those queries cannot be resolved by the individual booking teams. Actively manage the services waiting lists and maintain a clear overview of all patients currently active in their pathway and to be able to produce, analyse and present information on this at all directorate meetings. Predict and prevent breaches of waiting time targets and delays due to problems in capacity, through liaison with clinicians. This includes highlighting performance risks and potential breaches to the Directorate Management team. Work with reception teams to ensure all outpatient clinic outcomes are recorded within 1 working day of the clinics. Ensure all diagnostics are booked within pathway target times. Maintain forward view of theatre lists and identify leave or lack of theatre availability and liaise with Inpatient booking team. Review all waiting lists and take appropriate action in working with The Booking Hub in the booking of outstanding patients. Work with the Booking Hub team leaders and booking appointments clerk in relation to correct adherence to the Patient Access Policy, ensuring all cancellations, DNAs and patients affected by clinic changes are rebooked in an appropriate timely manner. Mobilise additional clinical capacity as required on behalf of the Directorate manager (s). Ensure the Service Level Agreements between Centralised Administration Services and the Directorate(s) are followed and maintained, escalating concerns to the Patient Access Manager and Directorate Manager. Provide advice and guidance to GPs, Consultants, patients, carers, wards, in how to access their individual services in a timely manner, taking into account Urgent Suspected Cancer and 18 week rules and all Trust policies. Identify demand and capacity issues and to work with Directorate Manager (s) and Directorate staff to find a resolution to these issues. Analyse, investigate and resolve complex queries relating to the service. Keep up to date with relevant Patient Pathway guidance, Patient Access Policy, best practice and impending changes which could impact on the way of working. Providing support to the Directorate Manager, Patient Access Manager for the attendance at key meetings in regard to the access target and PTL list, as required. Be the first line of contact to respond to complaints received (for designated specialities), escalating unresolved or highly complex issues, trends and areas of concern to the Directorate Manager(s) to address with staff member, patient representative or patient. Co-ordinate all aspects of the services failsafe governance activities in conjunction with the management team. Provide cross cover of colleagues at times of annual leave and sickness to ensure a seamless service is provided.

Collect, analyse and interpret statistical performance information relevant to service activity, and to provide this information to relevant interested parties e.g. the Directorate performance reviews. Provide specific information e.g. booking slots and utilisation. Highlight service risks to the Patient Access Manager and/or Directorate Manager and the Clinical Leads frequently and escalate if remedial action is not taken. Responsible for the maintenance of a number of information sources, in relation to projects.

Hold working knowledge of all systems used relating to management of patients. This includes the Patient Access Modules on the PAS Systems and responsibility for learning new systems, as these are developed e.g. electronic patient record. Work closely with the failsafe team, relevant booking colleagues and clinicians to ensure all data entries on PAS correctly reflect the patients 18 week pathway status within their Directorate(s) Identify patterns of errors and training needs and highlight to the Performance and Assurance Manager Train new Directorate staff, designing and monitoring the induction programme for the individual, including conveying knowledge of the service performance and systems and processes within the Trust which contribute to this. Train and develop other Directorate staff as required in order to ensure data accuracy first time every time.

The post holder will provide information, which supports the Patient Access Manager and the Directorate Manager (s) forecast annual capacity including demand planning. To provide information to the Directorate manager(s) and Patient Access Manager, which inform the development of business case(s). Responsible for subject access requests, plus any access into the services from overseas or private patients.

Person Specification

Experience

Essential

• Experience of clinic maintenance, booking outpatient and inpatient appointments
• Able to deal with highly stressful situations in a calm and professional manner

Desirable

• Experience of using the patient administration system
• Experience using trust BI reporting tool

Equality, Diversity & Inclusion

Essential

• Evidence of having championed diversity in previous roles (as appropriate to role).
• Evidence of having undertaken own development to improve understanding of equalities issues

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

University Hospitals Sussex NHS Foundation Trust (279)

Address

Sussex Eye Hospital

Eastern Road

Brighton

BN2 5BF

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)