Job responsibilities
JOB DESCRIPTION
JOB TITLE: Patient Care Officer GRADE: Band 2 HOURS OF WORK: 37.5 hours per week DIVISION: Diagnostics & Support Services BASE: Royal Bolton Hospital MANAGERIALLY ACCOUNTABLE TO: Admin & Support Services Manager
Job Summary
The Patient Care Officer serves as the first point of contact for the Department of Laboratory Medicine, providing administrative and clerical support while maintaining a high standard of patient care and professionalism. This role encompasses tasks such as manning the Laboratory Helpline, Call Centre, and Reception, booking appointments, and handling inquiries from patients, healthcare professionals, and other stakeholders. Additionally, the role supports laboratory operations and contributes to the department's efficiency and quality assurance standards.
Key Relationships
The postholder works in close collaboration with the Admin & Support Services Manager, Team Leaders, laboratory staff, healthcare professionals, and external stakeholders such as patients, relatives, and transport providers.
Core Values
The Trust's values are embedded in the role, and the Patient Care Officer is expected to uphold them consistently:
- Vision: Deliver sustainable and excellent health services for future generations.
- Openness: Maintain transparency, encourage feedback, and foster innovation.
- Integrity: Interact with respect, empathy, and fairness while being accountable for actions.
- Compassion: Provide person-centered care with understanding and empathy.
- Excellence: Ensure high standards of quality and safety in all activities.
Key Responsibilities
1. Communication and Customer Service
- Act as the first line of contact for the Department of Laboratory Medicine, managing inquiries via telephone, email, and in-person interactions.
- Provide accurate information about tests, appointments, and departmental services to healthcare professionals, patients, and visitors.
- Ensure timely and effective communication of messages to appropriate staff, maintaining professionalism and accuracy.
- Operate the Call Centre, schedule patient appointments for blood tests, and ensure patient data is logged accurately.
- Issue patient literature, such as test instructions or sample collection guides.
- Handle difficult or distressed patients with empathy and professionalism, employing conflict resolution skills when necessary.
2. Administrative Duties
- Perform clerical tasks, including typing, photocopying, and managing correspondence.
- Maintain an organized reception area and ensure all documentation is up-to-date.
- Process and file reports, forms, and prescription sheets according to Trust policies.
- Sort and distribute internal and external mail, ensuring timely delivery.
- Input patient data into systems such as LabCentre and LE2.2, ensuring accuracy and confidentiality.
3. Technical Support
- Assist with laboratory workflows, including receiving and tracking specimens.
- Input and manage immunology results from partner facilities.
- Ensure urgent specimens are processed promptly by informing laboratory staff.
- Handle spillages and maintain a safe working environment according to health and safety protocols.
4. Patient Care
- Provide compassionate, patient-centered service, ensuring all patients are treated with respect and understanding.
- Assist patients who may have disabilities, language barriers, or are in distress, using interpretation services as required.
- Ensure patient safety by observing and reporting any risks, such as signs of discomfort or distress.
- Support the booking and management of Haematology Clinic appointments.
5. Policy and Quality Standards
- Adhere to departmental and Trust policies, including data protection, health and safety, and infection control.
- Contribute to maintaining UKAS accreditation by ensuring processes align with quality standards.
- Participate in audits and surveys to gather patient feedback and identify areas for improvement.
6. Training and Development
- Attend mandatory training sessions and maintain a record of continuing professional development (CPD).
- Participate in performance reviews and work towards agreed personal development goals.
- Share knowledge and skills with team members, contributing to a supportive and collaborative working environment.
7. Financial Responsibility
- Manage departmental resources efficiently, including ordering and monitoring stock levels.
- Reduce waste by ensuring accurate distribution of supplies to wards, departments, and external users.
- Use office equipment responsibly, ensuring minimal costs and optimal functionality.
8. Teamwork and Flexibility
- Work collaboratively with team members to ensure seamless service delivery.
- Provide cover for colleagues during absences and assist with additional tasks as required.
- Contribute to team objectives and uphold departmental standards.
Legal and Professional Responsibilities
- Adhere to Trust policies and maintain a safe environment for yourself and others.
- Uphold patient confidentiality at all times, complying with data protection regulations.
- Stay informed about legal matters relevant to the role and comply with professional codes of conduct.
Health and Safety
- Report any accidents, near misses, or equipment defects promptly.
- Comply with health and safety legislation, including COSHH and infection control measures.
Infection Prevention and Control
- Follow Trust protocols on infection prevention, contributing to a safe and clean environment.
Safeguarding Responsibilities
- Promote the welfare of children and vulnerable adults, reporting any concerns according to Trust policies.
Valuing Diversity and Promoting Equality
- Respect and uphold the principles of equality and diversity in all interactions.
Skills and Competencies
Essential Skills
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities.
- Proficiency in IT systems, including data entry and software applications.
- Ability to handle sensitive situations with empathy and professionalism.
Desirable Skills
- Experience in a healthcare or laboratory setting.
- Knowledge of NHS policies and procedures.
Personal Attributes
- Compassionate and patient-focused.
- Team-oriented with a proactive approach to problem-solving.
- Flexible and adaptable to meet service demands.
Performance Expectations
- Consistently provide high-quality service to patients, visitors, and staff.
- Maintain up-to-date knowledge and skills relevant to the role.
- Demonstrate reliability, punctuality, and a commitment to continuous improvement.
Additional Requirements
- The postholder must complete an apprenticeship training program within five years.
- The responsibilities outlined are subject to change based on service demands and organizational needs.
