Hospital Liaison Officer, Royal Sussex County

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 conjunction with the Hospital wards, Site and Bed Managers will assist in determining the priority of patient discharges/transfers based on hospital priority, patient condition or any other factors which need to be taken into consideration. 15.

The post holder will be required to allocate patients to various resources as and when required to facilitate the efficient discharge of patients ensuring the NEPTS Control are kept informed. 16. To direct and allocate appropriate duties to the Support/Patient Response Driver in order to facilitate the movement of patients, equipment and medications as required. 17.

The post holder is required to act autonomously when making decisions with their role this is a managed position and not supervised. 18. To assist in ensuring that customer and patients are contacted regarding their transport requirements, advising of any inability to meet these requirement and advise of any other options as soon as it is apparent any genuine commitments cannot be m