Job summary
To co-ordinate and failsafe, the patient journey from referral to treatment including long term follow-up within Ophthalmology, Orthoptics and Optometry sub-specialties to ensure timely and effective delivery of patient care.
Provide administrative support across a range of Ophthalmology sub-specialties supporting the department deliver across a range of key performance indicators.
To work with Consultant and Service Lead colleagues to improve sub-specialty pathway delivery to reduce the risk of avoidable sight loss.
Main duties of the job
- To be the named pathway and failsafe co-ordinator for Ophthalmology sub-specialties ensuring failsafe processes are in place to ensure avoidable sight loss.
- To proactively manage the administration of patient pathways across a number of Ophthalmology sub-specialties and to resolve appointment queries escalated by the Appointments Centre and other service areas within the Trust and community.
- Work with clinical, Appointment Centre and administration and booking teams to identifying capacity and utilisation of Ophthalmology sub-specialities to ensure timely patient care is delivered.
- Track patients and actively manage patient's clinical pathway to ensure appointments, investigations, MDT discussion and treatments are conducted in a timely manner consistent with their timed clinical pathway and expected appointment scheduling.
- Support service improvement in relation to the administration and delivery of patient pathways across all Ophthalmology sub-specialties as required.
- As a member of the Ophthalmology Administration and Failsafe Team, to review and manage the clinical rota. Ensure clinic numbers, clinic templates, booking rules and the rotas are reviewed at regular intervals.
- Supporting the department deliver across a range of performance indicators includingASI, holding list, RTT, incomplete outcomes, DNAs and cancellations, complaints andincidents.
About us
CHFT is an integrated Trust of 6,500+ colleagues providing hospital and community services to patients and communities across Calderdale and Kirklees. We are rated as 'Good' by the Care Quality Commission, are a top performing Trust for Elective Recovery, Emergency and Cancer Care and widely acknowledged as a national digital lead when it comes to caring for people across our local and regional systems.
Our people are at the core of everything we do, hence our commitment to One Culture of Care. Our focus is to care for and support each other in order to provide outstanding compassionate care to our patients. That is why we are looking for an inclusive collaborative, creative, innovative and compassionate leader to join us in this role.
Job description
Job responsibilities
- Proactively manage Ophthalmology, Orthoptic, Optometry sub-specialty pathways to ensure patients receive timely appointments within the expected scheduled time.
- Manage and monitor outpatient scheduling making the best use of capacity.
- Act as a point of escalation to Appointment Centre and booking administration teams.
- Escalate to the Ophthalmology Failsafe & Admin Manager and Consultant sub-specialty leads if any concerns withinclinic capacity or patient care are identified.
- Ensure the correct booking of patient appointments within the sub-specialty, prioritising urgent patients as requested by clinicians. This includes liaising with the Appointments Centre, ensuring patients who do not attend are followed up appropriately at the direction of the clinician.
- Monitor and action incomplete outcomes making sure clinics are cashed up within a timely manner.
- To track patients through Ophthalmology, implementing processes to ensure patients are not lost to follow up and ensuring follow up appointments as necessary.
- Identify potential capacity issues, calculate and monitor average waiting times, ensure the clinics are blocked for annual leave, audit and study days and liaise with the Ophthalmology Failsafe & Admin Manager.
- Ensure clinic sessions are running with maximum utilisation of capacity (filling cancellation slots as necessary in conjunction with the Appointments Centre) in accordance with the agreed speciality, consultant and clinic protocols.
- To use the 18-week referral to treatment (RTT) to manage all outpatient sub-specialty pathways, working in conjunction with Ophthalmic secretaries as appropriate.
- Support the validation of the RTT patient tracking list within sub-specialties. Investigate and take the appropriate action where pathways are incomplete to ensure that patients are receiving timely treatment, active monitoring or been discharged as appropriate.
- To work closely within the Ophthalmology Administration and Failsafe team to ensure a cohesive service, including providing support, supervision and covering for annual leave and sickness as necessary.
- Ensure a failsafe loop so patients are not lost to follow-up and the avoidance of delays to follow-ups make sure patients at the highest risk of significant avoidable harm receive follow up review and/or treatment as scheduled.
- Monitor, escalate and amend pathway appointment bookings, identify:a. Patients not discharged but no review booked or clinically indicated date for review identified.b. Whether or not the timescale planned for patient review has been breached.c. Patients not discharged, and a review booked that is beyond the clinically indicatedtimescale for review.d. Original appointment cancelled by patient and subsequently rebooked if beyond expected review date.e. Original appointment cancelled by hospital and subsequently rebooked if beyond expected review date.f. Patient did not attend, so the appointment had to be rebooked resulting in beyond expected review date.
- To demonstrate and understand Ophthalmology terminology and the flow through patient pathways within sub-specialties.
- Escalate any outpatient issues that cannot be directly resolved by the Eye Clinic Sister and Ophthalmology Service Manager.
- To assess the need to contact individual patients and coordinate completion of any outstanding appointments.
- Track new and follow up patients within Ophthalmology sub-specialties and work inconjunction with the Appointments Centre to provide assurance that appointment letters and text reminders are received and attended within clinically led time frames.
- Escalate any appointment capacity issues or delays to the Ophthalmology Failsafe & Admin Manager.
- Investigate patient DNAs in conjunction with the Appointment Centre teams, communicating the results to the consultants and the operational management team as appropriate.
- Reschedule outpatient clinics as requested and in line with Trust policy.
- Responsibility for checking the quality of data entered onto the failsafe and filing systems, to ensure that all national standards are maintained and reportable.
- To ensure appointments are in line with the trust access policy inclusive of NICE guidelines, highlighting issues and taking corrective action where necessary
- To work closely with clinical and senior manager colleagues in dealing with patient queries, complaints and incidents in relation to investigation and treatment plans.
- To track all Ophthalmology, suspect Oculoplastic cancer patient pathways to ensure they are seen, diagnosed and treated within the Cancer waiting times targets. Identifying delays in patient pathways which may result in a breach of Cancer Waiting Time targets and take appropriate and best course of action to prevent breaches by communicating with sub-specialty lead and/or other departments within or outside the Trust.
- To escalate potential breaches in line with Trust escalation policy, immediately to Lead sub-specialty clinicians, Ophthalmology Failsafe & Admin Manager and Ophthalmology Senior Management team as appropriate.
- To communicate with all levels of staff within the Trust and community partnerships, GPs and patients to obtain or verify relevant information relating to patient care.
- Work with sub-specialty teams to ensure they are aware of their patients holding list and Appointment Slot Issue Lists, identifying resolution to ensure clinical validation is undertaken.
- Monitor performance indicators using the Trusts Knowledge Portal, working with clinicians and service leads to improve patient pathways within sub-specialties.
- In partnership with the Ophthalmology Failsafe & Admin Manager, develop and implement Standard Operating Procedures for Failsafe and Administrative functions.
- To contribute to the running of an efficient and tidy administration space, using appropriate administrative systems, taking initiative in establishing office procedures, managing own workload and working unsupervised.
- General office administration & duties as required.
- To deal with concerns and support complaint investigations as appropriate, immediately escalating where necessary to the appropriate direct line of reporting.
- Excellent communication skills with the ability to manage conflict, having authentic conversations within a challenging environment.
- To maintain and be responsible for ensuring data quality on Trust systems. To be competent and confident in using EPR, Medisight and Microsoft Office packages and other systems in the department.
- To provide support and cover arrangements to other Failsafe Coordinators and Ophthalmology Administration staff as agreed with Ophthalmology Failsafe & Admin Manager.
Job description
Job responsibilities
- Proactively manage Ophthalmology, Orthoptic, Optometry sub-specialty pathways to ensure patients receive timely appointments within the expected scheduled time.
- Manage and monitor outpatient scheduling making the best use of capacity.
- Act as a point of escalation to Appointment Centre and booking administration teams.
- Escalate to the Ophthalmology Failsafe & Admin Manager and Consultant sub-specialty leads if any concerns withinclinic capacity or patient care are identified.
- Ensure the correct booking of patient appointments within the sub-specialty, prioritising urgent patients as requested by clinicians. This includes liaising with the Appointments Centre, ensuring patients who do not attend are followed up appropriately at the direction of the clinician.
- Monitor and action incomplete outcomes making sure clinics are cashed up within a timely manner.
- To track patients through Ophthalmology, implementing processes to ensure patients are not lost to follow up and ensuring follow up appointments as necessary.
- Identify potential capacity issues, calculate and monitor average waiting times, ensure the clinics are blocked for annual leave, audit and study days and liaise with the Ophthalmology Failsafe & Admin Manager.
- Ensure clinic sessions are running with maximum utilisation of capacity (filling cancellation slots as necessary in conjunction with the Appointments Centre) in accordance with the agreed speciality, consultant and clinic protocols.
- To use the 18-week referral to treatment (RTT) to manage all outpatient sub-specialty pathways, working in conjunction with Ophthalmic secretaries as appropriate.
- Support the validation of the RTT patient tracking list within sub-specialties. Investigate and take the appropriate action where pathways are incomplete to ensure that patients are receiving timely treatment, active monitoring or been discharged as appropriate.
- To work closely within the Ophthalmology Administration and Failsafe team to ensure a cohesive service, including providing support, supervision and covering for annual leave and sickness as necessary.
- Ensure a failsafe loop so patients are not lost to follow-up and the avoidance of delays to follow-ups make sure patients at the highest risk of significant avoidable harm receive follow up review and/or treatment as scheduled.
- Monitor, escalate and amend pathway appointment bookings, identify:a. Patients not discharged but no review booked or clinically indicated date for review identified.b. Whether or not the timescale planned for patient review has been breached.c. Patients not discharged, and a review booked that is beyond the clinically indicatedtimescale for review.d. Original appointment cancelled by patient and subsequently rebooked if beyond expected review date.e. Original appointment cancelled by hospital and subsequently rebooked if beyond expected review date.f. Patient did not attend, so the appointment had to be rebooked resulting in beyond expected review date.
- To demonstrate and understand Ophthalmology terminology and the flow through patient pathways within sub-specialties.
- Escalate any outpatient issues that cannot be directly resolved by the Eye Clinic Sister and Ophthalmology Service Manager.
- To assess the need to contact individual patients and coordinate completion of any outstanding appointments.
- Track new and follow up patients within Ophthalmology sub-specialties and work inconjunction with the Appointments Centre to provide assurance that appointment letters and text reminders are received and attended within clinically led time frames.
- Escalate any appointment capacity issues or delays to the Ophthalmology Failsafe & Admin Manager.
- Investigate patient DNAs in conjunction with the Appointment Centre teams, communicating the results to the consultants and the operational management team as appropriate.
- Reschedule outpatient clinics as requested and in line with Trust policy.
- Responsibility for checking the quality of data entered onto the failsafe and filing systems, to ensure that all national standards are maintained and reportable.
- To ensure appointments are in line with the trust access policy inclusive of NICE guidelines, highlighting issues and taking corrective action where necessary
- To work closely with clinical and senior manager colleagues in dealing with patient queries, complaints and incidents in relation to investigation and treatment plans.
- To track all Ophthalmology, suspect Oculoplastic cancer patient pathways to ensure they are seen, diagnosed and treated within the Cancer waiting times targets. Identifying delays in patient pathways which may result in a breach of Cancer Waiting Time targets and take appropriate and best course of action to prevent breaches by communicating with sub-specialty lead and/or other departments within or outside the Trust.
- To escalate potential breaches in line with Trust escalation policy, immediately to Lead sub-specialty clinicians, Ophthalmology Failsafe & Admin Manager and Ophthalmology Senior Management team as appropriate.
- To communicate with all levels of staff within the Trust and community partnerships, GPs and patients to obtain or verify relevant information relating to patient care.
- Work with sub-specialty teams to ensure they are aware of their patients holding list and Appointment Slot Issue Lists, identifying resolution to ensure clinical validation is undertaken.
- Monitor performance indicators using the Trusts Knowledge Portal, working with clinicians and service leads to improve patient pathways within sub-specialties.
- In partnership with the Ophthalmology Failsafe & Admin Manager, develop and implement Standard Operating Procedures for Failsafe and Administrative functions.
- To contribute to the running of an efficient and tidy administration space, using appropriate administrative systems, taking initiative in establishing office procedures, managing own workload and working unsupervised.
- General office administration & duties as required.
- To deal with concerns and support complaint investigations as appropriate, immediately escalating where necessary to the appropriate direct line of reporting.
- Excellent communication skills with the ability to manage conflict, having authentic conversations within a challenging environment.
- To maintain and be responsible for ensuring data quality on Trust systems. To be competent and confident in using EPR, Medisight and Microsoft Office packages and other systems in the department.
- To provide support and cover arrangements to other Failsafe Coordinators and Ophthalmology Administration staff as agreed with Ophthalmology Failsafe & Admin Manager.
Person Specification
Qualifications
Essential
- GCSE or equivalent which demonstrates competency in literacy and numeracy
- Ability and willingness to undertake all training required to carry out the requirements of the role
Desirable
- NVQ level 3 within healthcare or experience equivalent
- Excellent word processing skills / qualifications (ECDL or equivalent)
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Previous experience of working in a customer/patient focussed environment, ideally within the NHS in a similar setting
- Highly developed written and verbal communication skills, with experience of dealing with patient/customer queries, concerns and anxiety in a reassuring manner
- Knowledge of national RTT targets
- Understand and practice the principles of confidentiality at all times
- Attention to detail
- Flexible working attitude
- Evidence of ability to manage stressful situations including distressed patients and relatives
- Can work well under pressure and to deadlines and time restraints
Desirable
- Working within an Ophthalmology clinical or administrative environment
- Experience of managing / co-ordinating patient pathways
- Understanding of EPR, Medisight, Knowledge portal database systems
- Ophthalmology terminology in relation to sub-specialty pathways
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES
Essential
- Clear and effective communication across all organisational levels
- Able to work autonomously but also as part of a team
- Flexible approach to the planning and co-ordination of patient pathways to ensure maximum use of clinical time
- The ability to demonstrate flexibility and a growth mindset, with a readiness to upskill in alignment with service requirements
Person Specification
Qualifications
Essential
- GCSE or equivalent which demonstrates competency in literacy and numeracy
- Ability and willingness to undertake all training required to carry out the requirements of the role
Desirable
- NVQ level 3 within healthcare or experience equivalent
- Excellent word processing skills / qualifications (ECDL or equivalent)
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Previous experience of working in a customer/patient focussed environment, ideally within the NHS in a similar setting
- Highly developed written and verbal communication skills, with experience of dealing with patient/customer queries, concerns and anxiety in a reassuring manner
- Knowledge of national RTT targets
- Understand and practice the principles of confidentiality at all times
- Attention to detail
- Flexible working attitude
- Evidence of ability to manage stressful situations including distressed patients and relatives
- Can work well under pressure and to deadlines and time restraints
Desirable
- Working within an Ophthalmology clinical or administrative environment
- Experience of managing / co-ordinating patient pathways
- Understanding of EPR, Medisight, Knowledge portal database systems
- Ophthalmology terminology in relation to sub-specialty pathways
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES
Essential
- Clear and effective communication across all organisational levels
- Able to work autonomously but also as part of a team
- Flexible approach to the planning and co-ordination of patient pathways to ensure maximum use of clinical time
- The ability to demonstrate flexibility and a growth mindset, with a readiness to upskill in alignment with service requirements
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
