Job responsibilities
1. Job Purpose
To deliver a caring and patient focused delivery of the home oxygen service, incorporating the efficient installation, replenishment, service and removal of medical oxygen systems to patients in their homes, on time and in full.
To be the equipment expert, supporting and training patients and their carers in the safe use of the system through a practical demonstration to reassure them on the safe use of the equipment. Explain how patients and carers can use online videos, or reach our skilled patient service 24/7 should they need to.
To be the eyes and ears of the service, carrying out additional risk assessments, to ensure the installation of home oxygen equipment is safe to proceed. If a defined risk assessment fails, the escalation pathway is to be followed, to ensure patient safety is paramount.
To integrate with all other providers in the community, from the local fire service, to primary care and social services, and respiratory teams
2. Principal Accountabilities
Safety & Risk Assessment
Escalate any patient concerns when installing, replenishing, servicing or removing oxygen systems in patients’ homes – either concentrators, cylinders or liquid, or combinations thereof.
Your safety, and the patients safety is paramount to BOC.
To drive safely at all times to protect the jobholder, the vehicle and its equipment. To carry out both a premises risk assessment and patient risk assessments against set criteria on installation to determine safety to proceed. For example a patient may be unable to visualise the changed needed to a device in order to use it.
Patient Service
Our patients rely on their oxygen to meet their varying needs, whether this be for 24hours a day or overnight, or when walking. We prioritise our patients, and their needs to prevent delays and demands to the NHS.
For example ensuring an urgent hospital discharge can take place; or enabling a patient to go on holiday within the region. Quality of Life is key for our patients.
Provide patients with all the information around their oxygen delivery, including electricity reimbursements.
To efficiently carry out the activities on the daily patient call plan in full and where activities cannot be done for whatever reason to be proactive and report them as they happen.
Efficiency in Serving Patients
To communicate respectfully with patients with an equal measure of courtesy and efficiency in order to meet the patient call plan each day. To carry out emergency deliveries at short notice, occasionally out of hours and at weekends. We operate in line with the NHS being 24/7.
To promote the online Home Oxygen portal as a way for patients to be in control of ordering oxygen and keeping their details up to date.
Any equipment issues/shortages to be escalated to the senior, in order to re-schedule and work around any issue faced.
Flexibility
As we witnessed ongoing and peaked through the COVID pandemic, the NHS requires us to be flexible around working hour and call-out arrangements, to ensure that patient needs are met.
Information Governance:
All employees working in BOC Healthcare are bound by a legal duty of confidence to protect personal information they may come into contact with during the course of their work.
All staff, whether permanent, temporary or contracted, and contractors are responsible for ensuring that they are aware of the Information Governance requirements incumbent upon them and for ensuring that they comply with these on a day to day basis.
3. Key Challenges and strengths needed
Demonstrate personal sensitivity: to show empathy with the patients and carers situation; acting with efficiency and courtesy, having a caring, helpful manner. Balancing the patient list needed to be seen within the designated time frame.
Safety and quality control: not to compromise safety even when it may be that the patient’s visits are not completed; and to meet necessary procedures when checking that the installation, service, removal or replenishment has been done observing all safety guidelines
Consistency of work quality: to complete each activity to a set standard and within an expected time frame, but to complete as many activities as possible so as to reduce failed deliveries.
Giving the patient / carer confidence in BOC: to be knowledgeable about BOC equipment, and the patient information we provide. To pass on this knowledge to inform the patients of what level of oxygen care is available to them. To listen and respond in a personal way which gives the patient confidence that BOC has their best interests at heart.
4. Job Competencies
Competencies
Associated Behaviours
Effective communication
The ability to provide accurate information in the most effective way to ensure patient and carer understanding of all relevant aspects of the service. This is a complex skill encompassing further training when needed to support patients with cognitive issues.
Patient service orientation
Focusing one’s efforts on discovering and meeting patients’ needs: recognising the differing circumstances and requirements of each patient as an individual and addressing these accordingly.
Taking responsibility
The confidence to take responsibility; to recognise a problem or opportunity and take appropriate action, adapting one’s approach as the requirements of a situation change.
Emotional self-control
The ability to remain emotionally controlled and composed in difficult and upsetting situations; the effective management of one’s own emotional reactions. BOC provide additional wellbeing support, and debriefing, to allow for these situations.
Understanding patients’ needs
Accurately sensing and understanding the unspoken or partly expressed thoughts, feelings and concerns of patients and carers; the ability to see from patients’ and carers’ perspectives and take an active interest in their concerns.
Efficiency
The ability to get things done and utilise resources with optimal efficiency and effectiveness; ensuring the accuracy, quality and orderliness of work and being attentive to detail.
5. Skills & Qualifications
- Clean UK driving licence and emphasis on safety
- Good communication skills
- Flexibility and ability to adapt to situations
- Empathy and understanding
