Ward Clerk

Communication Answer the telephone in a timely and courteous manner; ensuring appointments are made efficiently whilst dealing with the public and in a professional and sensitive manner. Provide information either in person or over the phone to visitors regarding ward routine, infection control, procedures and patient condition updates, where they may be barriers to understanding, as provided by the nurse in charge. To collect essential information either via the telephone or directly and communicate with the appropriate member of the ward team. To receive and make telephone calls as needed and as directed by the ward staff.

To handle difficult situations in a calm and professional manner. Make all referral appointments in accordance with the templates and in chronological order, setting or adjusting templates as requested. Negotiate with patients to book a suitable appointment within the national guidelines, dealing sympathetically with patients where there may be barriers to understanding. To receive and direct patients, visitors and staff visiting the ward.

As directed by the nurse in charge, contact GP surgeries and other external agencies to obtain patient related information. Deal with difficult and challenging patients and relatives in a calm and polite way Deal with enquiries and issues that have been escalated in an efficient, polite and courteous manner, providing a caring, compassionate, helpful and understanding service to patients, staff and the general public. Service Delivery and Improvement To follow policies in own role which are determines by others Plan own and office daily workload. Involvement in planning patient discharges e.g.

photocopying notes and booking transport. Ensuring notes are available for ward attenders/elective admissions for the following day. Please see job description & person specs for full details