Occupational Therapy Outpatient Administration

7 months ago

Worcester, United Kingdom Worcestershire Acute Hospitals NHS Trust Full time

Promote a customer focused approach to receiving patients and visitors to the clinic, providing a courteous, responsive and effective first point of contact both in person and by telephone for patients, carers and healthcare professionals, both internal and external to the Trust. To communicate effectively with patients, face to face and on the phone where barriers to communication may exist e.g. where English may be a second language or where patients may have communication impairments To give basic information e.g. appropriate directions, to patients attending other departments To ensure that all telephone calls are answered within the agreed time standards and in line with the Trusts telephone standards Contribute to the auditing of Trust quality standards as requested and with regards to any part of the service which may be necessary.

This includes supporting patients to complete patient feedback on available electronic systems To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient therapy services. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected. To ensure that referrals are added to the appropriate out-patient waiting list by specialty for clinical staff to prioritise them within the agreed timeframes. To ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy.

To cancel and reschedule patients or whole clinics in the event of sickness/unforeseen circumstances requiring last minute changes To receive patients at clinic reception, checking details and booking onto the patient administration system. Booking patients out of clinic and/or making follow up appointments as directed by the therapists. To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g.

trust text message system To produce PIC lists regularly as a backup system To prepare and scan referrals using CLIP and or alternative systems that are required To book interpreters as necessary Produce and send non-attendance letters at the end of a clinic session as directed by the clinician To ensure that all patient appointments are outcomed at the end of the same working day To file letters, reports and other documentation in the patients therapy records and ensure that records are stored appropriately To undertake photocopying, filing and maintenance of stock to support the administration of the clinics and therapies in general To work with members of the administrative and clinical teams to maintain the smooth running of the department

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