Patient Communications Officer

4 weeks ago


Truro, United Kingdom Royal Cornwall Hospitals NHS Trust Full time

An excellent opportunity has arisen within our Integrated Older People’s Service team for a Patients’ Communication Officer to support the modern clinical and administration team. If you are looking for a career that has opportunities for progression and to build on your skillset, then this role will delivery this for the successful applicant. You will become an integral part of our team and help with the modernisation of our department.

You should be able to work with mínimal supervision and have a cheerful tactful, sensitive approach to dealing with occasional difficult situations. You should be able to work well under pressure, be motivated with a commitment to provide excellent customer service.

This role is a fixed term for 7 months. Part time for 24 hours per week (Tuesday - Friday)

Duties are exceptionally varied and will include accurate digital correspondence recording and audio typing, supporting delivery of defined service targets such as discharge summaries and facilitating the flow of information between the patient, carers, various clinicians and support services, where appropriate, to help process the patients’ care pathway. Providing a quality personal telephony service confirming all outpatients in order to support our specific patients’ needs.

Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.

Provide support for other members of staff as directed by either the Team Co-ordinator or CAL

Provide audio and voice recognition transcriptions for the team.

Adhering to policies and procedures relating to ensuring that patients including the Trust Access Policy.

Performing all clerical duties with accuracy and efficiency to ensure that targets are maintained both local and national.

Communicating with patients and carers in connection to their forthcoming appointments. Cancelling clinics as requested on the electronic system as directed.

In conjunction with the centralised booking office ensure clinic capacity has been fully utilised by offering vacant short notice appointments to patients.

Efficient management of correspondence communication to our patients and other professional bodies. Correspondence may be of a distressing nature.

Accurate digital correspondence recording in connection with patients’ AVG referrals.

Support administrative processes along the patient pathway to ensure the patient’s journey is supported efficiently, smoothly and in accordance with targets and agreed timescales, including RTT rules and guidance utilising the Radar system.

Booking community general geriatrician appointments as guided by consultant utilising PAS system.

Obtain hospital case notes from both within the Trust and outside Trusts when required (ensuring case notes are tracered accurately using PAS at all times and returned to Health Records in a timely manner).

Supporting the continued development of patients’ electronic record keeping via scanning information into Maxims or creating E-notes to be recorded onto the Cito system.

Ensure case notes are maintained in accordance with the Trust’s Case Note Management Policy and all correspondence, reports and results are filed correctly and in a timely manner.

Keeping up to date with patient filing and scanning.

Arrange hospital transport as necessary in accordance with Cornwall Transport Policy.

Maintains stationery stock and orders appropriately.

Ensure patients have follow up appointments as identified in their e-discharge summaries.

Inform clinical team of incomplete e-discharge summaries.

Check internal referrals have been actioned from Maxims and escalate appropriately.

Utilise PAS to add any omitted electronic pathway identification flags and escalating any concerns.

To prep notes for outpatient appointments as required.

Attend meetings within the Care Group and be an active participant.

Other speciality specific duties commensurate with the grade of this post, as agreed within the service.

Please see the attached job description for full details.



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