Patient Liaison Officer for Blackpool Urgent

**FCMS (NW) Ltd JOB DESCRIPTION**

**Post**:Patient Liaison Officer for Blackpool Urgent Treatment Centre

**Pay**:£10.30 per hour

**Hours**:Full or part-time hours. Flexibility will be required to meet the needs of the service

**equirements**:Experience of working with patients and/or the public

**Reports to**:Service Delivery Co-Ordinator for BVUTC Accountable to System Deflections Service Lead

**Based at**:Blackpool Victoria Hospital Urgent Treatment Centre

Our behaviours should be in line with our values which form part of our Company DNA:
Our key expectations are:

- **Fun: People rarely succeed unless they are having fun. Happiness is healthy**:

- **Awesome: We aren’t here to be average, we’re here to be awesome**:

- **Humble: We’re here to make a difference to the lives of others, NOT to see how important we can become**:

- **Brave: We challenge the norm. We have the courage to get the difficult jobs done**:

- **Oomph: We have natural oomph It’s infectious**:

- **Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity**:

- Self-awareness - Living authentically
- Adaptability
- Being ready to adjust depending on the situation
- Openness - What you see is what you get
- Positivity with a real sense of being able to strive for the impossible
- Generosity of spirit
- Everyday should be an opportunity to act with kindness
- Ability to have fun - Taking the role seriously, whilst being yourself

**Job Summary**:

- To greet patients, relatives, friends, and carers in a professional & friendly manner.
- To safely transport the patient to and from BVUTC, to the relevant department within Blackpool Victoria Hospital e.g., scanning and x-ray departments.
- To accurately process patient information received.
- Always ensure full patient and staff confidentiality, adhering to information governance policies
- To work effectively under pressure in a calm and confident manner
- To maintain a consistent, quality, and professional service
- To work individually or as part of a team
- To perform duties without direct supervision and show initiative and autonomy, with the ability to resolve any issues, or problems, quickly and accurately.
- To carry out duties in a professional, caring, and non
- judgemental manner.
- Develop and maintain constructive relationships with a broad range of internal and external stakeholders
- To work in collaboration with all services that work within Blackpool Victoria Urgent Treatment Centre.
- To recognise the importance of patient experience and value patient feedback.
- Closely monitor and continually seek improvement to all areas of patient/customer satisfaction to ensure the highest attainable standards are always met.
- To raise any concerns regarding the service, patient, and staff safety and to raise incidents and complaints appropriately.
- Undertake any other reasonable duties, consistent with the PLO position
- To be flexible and able to work daytime, evenings, weekends, and bank holidays

**General & Essential**
- DBS Clearance
- To have responsibility for Health and Safety and welfare of others in the working environment, to follow safe working practices and to always comply with local Safety Policies and Procedures.
- To undertake all relevant training, consistent with the requirements of the post and to attend any meetings and training, as and when required
- To attend all relevant training sessions on a regular basis when required.
- To adhere to FCMS Policies and Procedures and to observe national and local policies and procedures in respect of:

- Fire Safety
- Data Protection Act
- Basic Life Support
- Infection Control
- Lifting and Handling
- The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role._

**PERSON SPECIFICATION**

**Essential**
- Full Protocol and Procedure knowledge to identify incidents /issues of concern
- Health and Safety
- Experience working with patients and/or the public
- Effective communication and listening skills,
- Excellent organisational skills
- Analytical skills and critical thinking
- Ability to manage and prioritise own workload
- IG and confidentiality compliance
- Ability to work under pressure and remain calm and focussed
- Diplomatic/tactful and understands the importance of confidentiality
- Mature outlook
- Enthusiastic
- Professional conduct always
- Ability to work within a team and at times in isolation
- Non-judgemental
- Able to work flexibly and prioritise workload

**Desirable**
- Health or Social Care NVQ or equivalent
- Educated to a minimum of GSCE/O Level standard
- Previous experience supporting patients.
- Use of wheelchairs both manual and electronic

**Job Types**: Full-time, Part-time
Part-time hours: 8 per week

**Sala