PCN Care Coordinator

Job responsibilities

Person Specification

The below sections detail the attributes we will be looking for candidates to possess, across key areas of the role.

Technical and Administrative

The following attributes relate specifically to the post:

An understanding, acceptance, and adherence to the need for strict confidentiality.

A commitment to maintain a high professional standard of care and keep up to date with all aspects of care relevant to the post; and

An awareness of own limitations and experience.

Communication

Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment.

Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating.

Anticipate barriers to communication and take action to improve communication.

Maintain effective communication within the organisational environment and with external stakeholders.

Act as an advocate for patients and colleagues; and

Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate.

Delivering a Quality Service

Prioritise, organise, and manage own workload in a manner that maintains and promotes quality.

Participate in quality assurance and safety processes across the practice and its activities.

Participate in shared learning across NPC and the wider organisational environment.

Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from patient complaints, clinical incidents and near-miss events;

Assess the impact of policy implementation on care delivery; and

Understand and apply legal issues that support the identification of vulnerable and abused children and adults and be aware of statutory child/vulnerable patients health procedures and local guidance.

Leadership Personal and People Development

Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role model.

Support staff development to maximise potential.

Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice.

Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services.

Critically evaluate and review innovations and developments that are relevant to the area of work.

Enlist support and influence stakeholders and decision-makers to bring about new developments in the provision of services.

Contribute to planning and implementing changes within the area of care and responsibility; and

Contribute to the development of local guidelines, protocols, and standards.

Team Working

Understand own role and scope and identify how this may develop over time.

Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.

Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.

Create clear referral mechanisms to meet patient need.

Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team.

Work effectively with others to clearly define values, direction and policies impacting upon care delivery.

Discuss, highlight, and work with the team to create opportunities to improve patient care.

Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team; and

Agree plans and outcomes by which to measure success.

Management of Risk

Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients.

Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures, and guidelines.

Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.

Participate in mandatory and statutory training requirements.

Apply infection-control measures within the practice according to local and national guidelines; and

Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

Managing Information

Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting, and communicating information.

Review and process data using accurate Read codes in order to ensure easy and accurate information retrieval for monitoring and audit processes.

Manage information searches using the internet and local library databases.

Monitor and confirm that the nursing team are receiving and processing data and information in an agreed format; and

Collate, analyse, and present clinical data and information to the team.

Learning and Development

Undertake mentorship for team members.

Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments (e.g. courses and conferences);

Assess own learning needs and undertake learning as appropriate; and

Provide an educational role to patients, carers, families, and colleagues in an environment that facilitates learning.

Equality and Diversity

Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity.

Enable others to promote equality and diversity in a non-discriminatory culture.

Support people who need assistance in exercising their rights.

Monitor and evaluate adherence to local chaperoning policies.

Act as a role model in the observance of equality and diversity good practice.

Accept the rights of individuals to choose their care providers, participate in care and refuse care; and

Assist patients from marginalised groups to access quality care.

Qualifications

Essential

• Special Requirements of the Post:
• An understanding, acceptance and adherence to the need for strict confidentiality.
• Ability to use own judgement, resourcefulness and common sense.
• A commitment to maintain a high professional standard of care and keep up to date with all aspects of care relevant to the post.
• A commitment to ensure all Health and Safety requirements and Infection control measures are met and to report any problems to the practice manager.
• A commitment to the effective use of practice and NHS resources.
• An awareness of own limitations and experience.
• To have a written professional development plan.
• Cooperate with annual appraisal meetings.
• As part of this role, you must undertake appropriate training as set out by the Personalised Care Institute.

Experience

Essential

• Experience of working in a busy, patient facing environment. Experience of working with I.T systems i.e. Microsoft Office and or Clinical Systems.
• Knowledge and an awareness of common acute and long-term conditions that are likely to be seen in general practice.

Qualifications and training

Essential

• High level of verbal, written and numerical literacy.
• Self-development through continuous professional development activity

Experience and Knowledge

Essential

• Minimum of 2 years experience of working with healthcare professionals and or previous experience in the NHS or social care or relevant field.
• An appreciation of the nature of GPs and general practice. An appreciation of the nature of primary care prescribing.
• Experience and an awareness of common acute and long-term conditions that are likely to be seen in general practice.

Desirable

• In-depth therapeutic and clinical knowledge and understanding of the principles of evidence-based healthcare.
• Understanding of the implications of national priorities for the team and service.
• Understanding of the mentorship process.
• An appreciation of the new NHS landscape including the relationship between individual providers, PCNs and commissioners.

Skills and Abilities

Essential

• Ability to communicate complex and sensitive information effectively with people at all levels by telephone, email and face to face.
• Ability to follow legal, ethical, professional and organisational policies/procedures and codes of conduct.
• Excellent interpersonal, influencing and negotiation skills organisation skills with the ability to constructively challenge the view and practices of managers and clinicians.
• Ability to work under pressure and to meet deadlines.
• Good IT skills.
• Ability to maintain confidentiality.
• Ability to use own initiative, discretion and sensitivity.

Desirable

• Full driving license

Communication

Essential

• Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment.
• Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating.
• Anticipate barriers to communication and take action to improve communication.
• Maintain effective communication within the organisational environment and with external stakeholders.
• Act as an advocate for patients and colleagues.
• Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate.

Team working

Essential

• Understand own role and scope and identify how this may develop over time.
• Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
• Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.
• Create clear referral mechanisms to meet patient need.
• Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team.
• Work effectively with others to clearly define values, direction and policies impacting upon care delivery.
• Discuss, highlight and work with the team to create opportunities to improve patient care.
• Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team.
• Agree plans and outcomes by which to measure success.