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Patient Support Team Co-ordinator

2 months ago


Bedford, United Kingdom London Road Health Centre Full time

The Patient Support Team Lead is responsible for the day-to-day leadership and supervision of all Patient Support Team staff and associated operational activities. This will also include covering the entire Patient Support Team on occasions. They will act as a focal point for all non-clinical matters arising in the Patient Support Team and ensure that all functions are carried out in accordance with agreed procedures, protocols, timescales, and relevant performance targets.

The post holder will contribute to the team both as a Lead and as a team member.

**PST Co-ordinator responsibilities**

Oversee the routine daily activities for the Patient Support Team staff and ensure individuals are employed to best advantage.

Ensure that personnel are available to provide sufficient provision for all tasks.

Leading, supporting and influencing the team in delivery of operational results.

To act as a role model to the PST, supporting, motivating and promoting good staff relations.

Monitor absence, approve leave requests, and authorise overtime working for all members of the Patient Support Team.

Completion of Patient Support Team rotas at least 1 week in advance for operational day to day cover and able to make last minute adjustments should the need arise for cover such as sickness leave.

Organise regular team meetings, prepare agendas and ensure minutes are distributed in a timely manner.

Conduct regular 1:1’s with all Patient Support Team staff, as well as supporting the Joint Practice Managers to conduct appraisals.

Work with the Joint Practice Managers to review necessary KPIs for the team. Help to identify trends and amend necessary standard operating procedures when required

Support with patient complaints for the Patient Support Team and escalate where appropriate to the Joint Practice Managers.

Lead on capacity planning and recruitment of team members.

Develop and manage induction training plans for new PST members.

Manage reporting channels for to escalate IT, estates, health and safety issues to the Joint Practice Managers as appropriate.

Provide support to the Joint Practice Managers when required.

Appointments Management

Liaise with Senior Managers regarding cancellations of clinics, coordinating staff to ensure clinics are rearranged with a clear plan in place

Oversee the appropriate utilisation of clinics, ensuring that appropriate appointments are booked with the relevant clinician

**Patient and Stakeholder Liaison**

Create a culture of excellent standards of patient (customer) care

Deal with patient queries in a timely manner that the team have been unable to address

Ensure that all tasks are carried out in accordance with practice protocol and published guidance by the team

Ensure that public areas, including waiting rooms and notice boards, are kept tidy and up to date and that leaflet dispensers are kept stocked with relevant information

Encourage a proactive approach to patient engagement and empower staff to utilise the opportunity for patient engagement

Deal with verbal complaints relating to staff and the general day to day running of the practice; identify recurring issues and change procedures where required

Liaise with external healthcare providers and other organisations e.g. district nurses, health visitors, midwives, palliative care nurses and pharmacies when required

**Finance**

Provide advice to patients regarding Non-NHS fees

Ensure appropriate use of consumables within the Patient Support Team

**Buildings Management**

Ensure repair and maintenance issues are referred to the appropriate individual in a timely manner

Maintain room allocation register to ensure rooms available for GPs, staff and other visiting professionals

Allocate staff to fulfil all start and end of day tasks

**Information Management and Technology**

Ensure computer and telephone system faults are reported in a timely manner and that remedial action is followed up

Act as link between the practice and the telephony/IT provider for faults

Set targets and monitoring standards for data entry and data collection

Keep up to date with latest Data Protection legislation and provide guidance to staff

Ensure IT access is set up appropriately for all members of the team

Maintain an up-to-date directory of services to promote care navigation and signposting of services to patients

**Liaison and Communications**

Develop and maintain effective communications

Review and monitor the violent patient alerts and share information with the relevant managers across the group

Assist and lead the Patient Support Team with the implementation of new initiatives including new services

Identify process improvements and work with relevant leads across the Surgery to implement change and drive efficiency within the team

**Quality**

The post holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk

Assess own performance and take acc