Job responsibilities
Main Responsibilities:
- To operationally support patients to move smoothly across Taurus and local services by facilitating appointments and appropriate access to clinical care.
- To co-ordinate and supervise the drivers and overnight nurses in the absence of the Operational Shift Manager, ensuring they carry out the role effectively, answering any queries they may have and giving appropriate support.
- To provide job role training and support to drivers and receptionists as required on shift.
- To ensure patients have been allocated and aligned to the most appropriate clinician on shift and co-ordinate face-to-face appointments, triage, and home visits within the appointment/booking system.
- Escalate allocation and co-ordination issues rising from clinicians to Operational Shift Manager when on duty. If urgent and overnight in Out-of-Hours to Director on Call and non-urgent through routine shift reporting.
- To manage patients within ADASTRA and EMIS medical system and effectively dispatch and co-ordinate appointments according to pre-determined priorities from 111 and Mallings.
- Ensure all cases achieve a timely response, meeting our Key Performance Indicators (KPIs) from an operational perspective.
- When there is a 'medic-vehicle tracking system' available, to ensure the most appropriate resource is tasked to the next home visit.
- When timed delays occur, undertake comfort calls with home visit patients to make sure they are aware of the delay and expected arrival time. To check if the circumstances of the patient have changed/worsened and to escalate as appropriate.
- To provide a shift handover that includes any breaches of KPIs and any issues that have arisen.
- To accurately report shift activity indicating key issues and priority actions.
- To report incidents on DATIX.
- To be responsible for ensuring patients in the waiting area are observed. If timed delays are incurred, to communicate the delay to patients. To identify any deterioration in the patient's health for escalation to a clinician.
- To work alongside, and in the absence of, the Operational Shift Manager to help oversee the medicine bags process, supporting drivers with safe handover to clinicians.
- To liaise with NHS 111 and Mallings Healthcare any operational queries e.g., out-of-area patients. Note: the Clinical Systems Dispatcher on behalf of a clinician may escalate inappropriate referrals.
- To ensure that patient surveys and questionnaires (electronic and/or paper) are carried out at the service delivery sites when required.
- To use a variety of IT tools/software effectively to support operational working.
- To support notification/post event messaging process to GP practices.
- To be able to use clinical services and software, listed below.
- To act as a chaperone if required.
- To ensure referrals from clinicians are dealt with according to process.
ADASTRA Tasks:
- Monitor incoming cases from 111 and Malling Services.
- Transfer cases from the ADASTRA system to the EMIS system, including patient details and consultation information.
- Undertake 'patient searches' in ADASTRA in the event of missing or incomplete case information.
- Close cases in ADASTRA once clinicians confirm they are complete.
EMIS Tasks:
- Register new patients onto the EMIS system.
- Update patients' personal details onto the EMIS database when required.
- Book patient appointments onto the EMIS appointment book in a timely manner.
- Active monitor clinicians' appointment diaries for potential KPI breaches.
NHS Portal:
- The NHS portal inbox receives palliative care notifications and patient appointments that are blocked from the normal pathway.
- Palliative care cases are to be transferred across to the ADASTRA system.
- Patient appointments via the portal are checked and verified against the EMIS system.
This list is not exhaustive and roles and responsibilities may be reviewed and extended in line with changing requirements of Taurus and the wider healthcare environment.
COMMUNICATIONS AND WORKING RELATIONSHIPS
Mallings Healthcare
NHS111
Operational Shift Manager
Operational Manager
Drivers
GPs
Advanced Clinical Practitioners
Advanced Nurse Practitioners
Receptionists
Responsible Person
Deputy Responsible Person
Overnight Nurses and other District Nurses
Patient/ Patient relatives and carers
Ambulance service / paramedics
Other healthcare professionals
PERSONAL DEVELOPMENT
To attend mandatory training and fire lectures regularly and assist with fire policy/evacuation procedure when necessary.
To keep up to date with and attend training on revisions to information systems or changes in protocols for the inputting of data in the light of Local and national initiatives. To adhere to agreed protocols at all times.
To participate in Individual Performance Review and Personal Development plans on an annual basis and to undertake training and development as identified within these discussions and as indicated by the requirements of the post.
CLINICAL GOVERNANCE AND QUALITY ASSURANCE
To realise the importance of confidentiality when dealing with patients and staff, particularly when giving or receiving information over the telephone in accordance with the Data Protection Act.
Maintain the high standards of the service by contributing towards individual, team and service objectives and acting at all times in the best interest of patients.
To accurately collect, collate and input data to Information Systems as required by procedures to ensure that patient database records are up to date and accurate.
To participate in Individual Performance Review and Personal Development plans on an annual basis and to undertake training and development as identified within these discussions and as indicated by the requirements of the post.
INFORMATION GOVERNANCE
Taurus Healthcare requires its staff to comply with Information Governance related standards and policies at all times when dealing with confidential information, which includes any information relating to the business of the company and its service users and employees.
All Taurus Healthcare staff are bound by a duty of confidentiality and must conduct their duties in line with the NHS Confidentiality Code of Practice, Data Protection Act and Freedom of information Act.
Post-holders must maintain high standards of quality in corporate and clinical record keeping ensuring information is always recorded accurately and kept up to date. The post-holder must only access information, whether paper, electronic or in other media, which is authorised to them as part of their duties.
All Information obtained or held during the post-holders period of employment that relates to the business of the company and its service users and employees will remain the property of the Taurus Healthcare. Information may be subject to disclosure under legislation at the Companys discretion and in line with national rules on exemption.
Any breach of confidentiality or computer misuse could lead to disciplinary action, and in serious cases could result in dismissal. Breaches after the post-holders employment has ended could result in the Company taking legal action against them.
HEALTH AND SAFETY
To have responsibility for health, safety and welfare of self and others at work. This includes being conversant with Trust Health & Safety policies and procedures and ensuring incidents, accidents and near misses are reported; taking part in the risk management process and carrying out tasks/using equipment only when competent to do so.
Be responsible for ensuring the general environment is clear of all hazards.
All staff have a responsibility to apprise themselves of how the prevention of the spread of infection relates to their role. They have a responsibility to ensure they are aware of Company policies and procedures in relation to infection prevention and control and ensure that they comply with them in fulfilling their role.
EQUALITY AND DIVERSITY
Respect the privacy, dignity, needs and beliefs of patients, carers, and colleagues.
Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Taurus procedures / policies and current legislations.
Act as a chaperone as needed and when applicable.
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
This job description may be amended by management through consultation with the post holder in order to reflect changes in, or to, the job.
