Hospital Liaison Officer

3 months ago

Eastbourne, United Kingdom South Central Ambulance Service NHS Foundation Trust Full time

HOSPITAL LIAISON OFFICER - Eastbourne General District Hospital, Sussex

**DEPARTMENT**: Non-Emergency Patient Transport Services

**REPORTING TO**: Customer Care Manager

**AFC PAY BAND & ENHANCEMENTS**: Band 4

To act as a point of contact between South Central Ambulance Service NHS Trust (SCAS) Non-Emergency Patient Transport (NEPTS) and its customers within a given locality. There will be a requirement to travel to other sites across the wider SCAS environment.

To be an on-site presence to respond to and resolve issues and matters concerning NEPTS provision, patient mobility etc.

To attend such meetings as required assisting SCAS customers in the efficient and effective transportation of its patients to facilitate patient flows within the hospital environment.

To be an ambassador when representing SCAS NEPTS by acting in a professional and positive manner ensuring the Trust’s values etc. are adhered to at all times.

**Benefits we offer**:

- Full training and support when you join and ongoing throughout your employment with us.
- Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
- Enrolment into the NHS Pension Scheme.
- Access to continual professional development and opportunities within SCAS and the NHS.
- Occupational Health support along with an Employee Assistance Programme.
- NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.

About Us

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.

The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.

We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

1. Establish and maintain effective communication channels with health service colleagues, patients and SCAS employees, being available wherever possible to those who need to speak to them, with consideration being given to the use of an appropriate medium.

2. Encourage open and honest communication relating to innovation and improvement. This will include use of empathy, negotiation and the use of various methods of communication to ensure all parties can communicate effectively considering the use of interpreters.

3. Be required to provide and encourage an environment where customers/ patients can be listened to ensuring they are given time to impart their concerns and relevant information. Area Manager PP/VCD Compliance Manager Locality Manager Customer Care Manager (NEPTS) Hospital Liaison Officer (NEPTS)

4. The post holder will participate in the daily operational management meetings to understand the demands placed upon the hospital from all channels i.e. Emergency admissions, elective surgery, outpatient requirements, delays to patient placements in terms of rehabilitation and permanent relocation and to provide assistance with patient flows in the hospital environment.

5. To undertake patient assessments both within the hospital environment and local community to ensure the correct resource is allocated to meet the needs of the patient. This will include patients who require the use of the Bariatric Service.

6. To investigate and respond to complaints and enquiries as required and in accordance with SCAS Policies and Procedures.

7. To maintain and update SCAS Software Patient Service Database relating to clinics, operational-throughput times, patient details, allocate PIN numbers to Health Service-approved users as required.

8. To promote and provide support to Health Service Colleagues with the online booking system for Patient Transport used by SCAS and to assist with the training for the online booking system within the hospital environment.

9. The post holder will be required to participate in all training, mandatory and other, as required by SCAS in order to meet the needs of the role and organisation.

10. To liaise with other manager within SCAS Patient Transport Service to ensure that service delivery is seamless and meets the standards required within the contract agreement for the locality.

11. To assist in the development and continual improvement of the Non-Emergency Patient Transport Service.

12. To enter ‘flag’ messages on to the Patient Transport Service system relating to specific details describing either the patient address access/egress or medical conditions.

13. To enter patient information on to the preferred patient database as an initial patient records or an amendment of an existing record, maintaining the NEPTS patient data system to ensure that information is relevant and accurate.

14. The post holder in

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