Outpatients Reception

To welcome patients, carers, relatives, visitors and other health care staff to the Outpatient department in a polite, courteous and professional manner. To ensure you are patient focused at all times and always greeting patients with a smile. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient focussed, efficient and effective. Incorporating use of all the Trusts systems including: Choose and Book, Savience, Iportal, Filefast and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.

Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services, and the achievement of Cancer and RTT targets, whether in a supportive role, or in terms of providing hand-on care. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust’s Access Policy and Standard Operating Procedures.
- Maintain the Trust systems, E referral, Savience, iPortal and Filefast.
- Reporting any issues with Savience to the systems administrator.
- Gain knowledge of Outpatient procedures.
- Develop knowledge of other Hospital Departments and Clerical procedures, acquired through job training.
- Ensure that all notes and systems i.e.: Careflow and Savience are working and correct ready for the start of a clinic.
- Be flexible with work areas and departments to fit the needs of the trust.
- Input data onto Careflow accurately and timely
- Organises own workload, coordinates and adjusts on-going clinic appointments.
- Come into contact with patients/clients, carers and other visitors when greeting and booking in patients in the Outpatients Department or other satellite reception areas (i.e. maternity).
- Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary. The post holder may be required to notify patients of any delay on clinic.
- Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
- Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
- Maintain the Trust systems, E referral, Savience, iPortal and Filefast.
- Reporting any issues with Savience to the systems administrator.
- Gain knowledge of Outpatient procedures.
- Develop knowledge of other Hospital Departments and Clerical procedures, acquired through job training.
- Ensure that all notes and systems i.e.: Careflow and Savience are working and correct ready for the start of a clinic.
- Be flexible with work areas and departments to fit the needs of the trust.
- Input data onto Careflow accurately and timely
- Organises own workload, coordinates and adjusts on-going clinic appointments.
- Come into contact with patients/clients, carers and other visitors when greeting and booking in patients in the Outpatients Department or other satellite reception areas (i.e. maternity).
- Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards and departments, referring to a supervisor when necessary. The post holder may be required to notify patients of any delay on clinic.
- Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
- Communicates and encourages the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.