Urgent and Emergency Care Navigator

2 weeks ago

Blackpool, Blackpool, United Kingdom FCMS Full time

Duties and Responsibilities To provide a fast, accurate and effective face to face service to patients at the Urgent and Emergency Care Village gateway To work with patients and carers in a person-centred way, as well as other staff in different services, to help facilitate the patient/carer to the right service To take, record and process information received accurately and concisely using nationally recognised software Provide floor-walking and front of house support to users of the streaming and re-direction tool and to recognise when digital triage is not appropriate e.g., accessibility issues, capability, capacity To be able to gather essential information in a time efficient manner whilst always remaining polite and courteous Assisting patients to self-triage with the use of an iPad and directing to the appropriate area following the outcome To respond to telephone calls as the first point of contact for external communications, ensuring all calls are dealt with tactfully and confidentially Follow processes to register patients into the Emergency Department Understand the different routes/pathways that patients access Urgent and Emergency Care Develop an understanding of local referral pathways within the local health system To provide administrative support to the Urgent and Emergency Care teams and undertake any clerical work, administrative, data inputting and any other duties relevant to activities.

Deal with enquiries face to face regarding other areas of the hospital To be able to communicate clearly, sensitively, and effectively with patients, carers and other professionals, taking into account different cultures, beliefs and communication needs To carry out duties in a courteous, empathetic, and helpful manner, always, and act in a way that promotes values of equality and diversity Be emotionally resilient and remain calm under pressure Identify when a patient needs urgent help and intervene appropriately by alerting relevant professionals Liaise with a wide range of medical professionals Work within all relevant policies and procedural guidelines always, including service policies, procedures and processes which have fallen out of investigations and complaints.

Co-operate with the Clinical Governance and management team when investigating complaints and incidents General To engage and work with other stakeholders, such as the Ambulance Service, Trust personnel and General Practice staff to ensure an integrated approach around patients care and delivery.

Maintain good relationships with other members of the staff team and stakeholders across all disciplines To follow safe working practices and to always comply with local Health and Safety Policies and Procedures To ensure confidentiality on all matters relating to patients and information obtained during employment and not to release such information to anyone other than those acting in an official capacity as instructed To recognise the importance of patient experience and value patient feedback Information Governance:
Understand the importance of Information Governance and maintain the IG Toolkit on an annual basis.

Maintain accurate and comprehensive statistical information, ensuring legal and local requirements are met.

Safeguarding Staff are to report any safeguarding concerns to managers on site and follow usual processes if they become aware of any.

Safeguarding is everyones responsibility.

Training and Support Contribute to the identification of own training needs and participate in relevant in-service training Train and support new members of staff in the role Ensure all mandatory training is undertaken and maintained To attend staff meetings as required Where necessary, relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged.

The post holder will be expected to attend any necessary courses that provide relevant training. Other Duties This Job Description will be periodically reviewed in the light of developing work requirements. This is an evolving role and, therefore, these duties are not exhaustive. The role may change via discussion between the post-holder and line managers.

The individual in post will be expected to contribute towards that revision. The Service Lead may also ask for other duties to be carried out to the benefit of the organisation.

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto share this commitment.

You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

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