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Non-specific Symptoms Service Pathway Navigator
3 months ago
Key Job Responsibilities:
With patients and their families: - To navigate and support patients referred into the NSS pathway using empathy, judgement and initiative - Developing a thorough knowledge and adherence to Trust policies, procedures, protocols and best practice relating to patient support - Ensure the patients journey is tracked and progressed in a timely and efficient manner and accurate records are kept.
Pro-actively escalate issues in patient pathways so that potential delays or issues are resolved at the earliest opportunity - To provide excellent patient care.
Communicate effectively verbally, in writing and electronically. Communicate empathetically with a wide range of patients and their relatives.Demonstrating patience and a patient centred, holistic approach - To be able to triage patient calls, efficiently directing queries to the appropriate personnel/service - To have awareness of providing an inclusive service, proactively working to reduce potential inequalities, supporting patients referred into the service to attend appointments - To understand and disseminate health promotion information, using this to identify clients who may benefit from these services and signpost accordingly
With Colleagues:
- Build effective working relationships and liaise with relevant departments to ensure appointments are arranged in a timely and patient centred way
- To work closely with NSS clinicians to ensure patients appointments and diagnostics are booked appropriately and that all the NSS team members time is effectively used and maximised
- To provide relevant information to key staff regarding patient updates / appointments
- To monitor and record patient progress through the pathway, highlighting concerns or issues to the appropriate person alerting them of any problems that may result in a delay in the patients diagnosis. Proactively escalating issues and delays.
- To liaise with support services to ensure timely investigations are carried out and ensure results are communicated to clinicians at the earliest opportunity
- To highlight bottlenecks within the process, communicating regularly with the NSS team, and where possible, suggesting and implementing solutions
- To work with the NSS team to support service improvement initiatives which help streamline the patient journey and improve the quality of care and service provision Additional Responsibilities
- The post holder must at all times respect patient confidentiality in line with the requirements of the General Data Protection Regulation (GDPR), and abide by all Statutory and Trust policies and procedures
- The post holder must complete mandatory training courses and participate in regular staff appraisal processes
- The post holder will develop a personal development plan, from which any training needs will be identified, and training undertaken
- To assist in training of other colleagues where appropriate
- To be able to carry out audit, coordinate patient experience surveys and produce reports
- Provide administrative support when required
- To be able to drive and support clinics in multiple locations around Gloucestershire The post holder will be required to undertake any other duties according to the needs of the service. This job description is not intended to be an exhaustive list of activities, but rather an outline on the main areas of responsibility.
