Patient Pathway Coordinator

1 day ago

Reading, United Kingdom Royal Berkshire NHS Foundation Trust Full time

Band 4 Patient Pathway Coordinator (CAT Team 3A - Urology)

The Urology team is looking for a dynamic individual to join our busy team; the post holder will be a point of contact for all administrative issues relating to patients’ pathway of care.

You will work as part of a multi-disciplinary team and will provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly. The post holder will be office-based with some reception duties required.

You will ensure high levels of patient and clinician satisfaction by being an accessible, customer-focused and knowledgeable point of contact. You will provide a consistent approach across the Trust, using Standard Operating Procedures (SOPs) to ensure that functions of the role are carried out correctly within given timescales.

Process and log all referrals, including paper and Choose and Book, in line with Trust Access & Administration Process Policy and speciality SOP. Schedule new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups. Spend some time on the outpatient reception desk welcoming patients and booking in to their appointment using trust systems.

Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested and that the results are available for consultations. Ensure outcomes of clinic attendance have been accurately recorded on EPR by the Patient Pathway Assistant (‘cashing-up’). Complete clinic cancellation forms and process according to SOP. Reschedule outpatient clinics as requested - to be done in line with waiting time targets

Recognise when patients are on cancer pathways and, liaise with Cancer Services MDT co-ordinators to ensure patients are handed over appropriately. Take responsibility for identifying and escalation any issues to the Patient Pathway Manager which compromises delivery of the 18-Week RTT pathway, e.g. lack of capacity in outpatients.

Reading sits on the river Thames and is served by great road and rail links to London, Oxford and Southampton. With excellent leisure and shopping facilities, and a thriving cultural scene, Reading is a wonderful place to live, work and play and provides excellent facilities for families, including some of the best state and private schools in the UK.

The CQC recently rated the care provided by the Royal Berkshire NHS Foundation Trust as Good.

**Our values**: Compassionate, Aspirational, Resourceful, Excellent, reflect the type of Trust we aspire to be and you can join our dedicated and talented staff to make this happen.

Outpatient Pathway
1. Process and log all referrals, via Choose and Book daily
2. Schedule new and follow up appointments, ensuring that capacity is proactively and efficiently used even at short notice
3. Ensure outcomes of clinic attendance have been accurately recorded on EPR by the Patient Pathway Assistant (‘cashing-up’) as part of end of day activities
4. Complete clinic cancellation forms and process according to SOP. Reschedule outpatient clinics as requested
5. Recognise when patients are on cancer pathways, following trust guidelines and set targets

General Administrative
1. Use Trust IT systems and specialty databases to ensure relevant and accurate information is recorded.
2. Investigate patient DNAs, communicating the results to the consultants and specialty managers as appropriate
3. Cancellations - communicate details to the clinician & nursing team ensuring all information is available.
4. Provide cross cover within specialty/admin team to support in times of absence including patient facing roles such as reception cover
5. Attend meetings for service development initiatives as required
6. To be able to contribute to specialty improvements and efficient processes
7. To carry out duties consistent with the post as required by the Patient Pathway Manager

Communications/Customer service
1. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
2. To be the friendly, sensitive and accessible focus for patient and carer communication, ensuring that all patients have the opportunity to agree their appointment and admission dates
3. Act as the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisations
4. Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate
5. Deal with complex queries
6. Schedule interpreter services when required for patient consultations
7. Inform transport department of patients who require transport following Trust protocols
8. Send written confirmation of appointments and admissions to all patients
9. To be responsible for tim

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