Bank Customer Service Co-ordinator

Job overview

Anticoagulation and Phlebotomy Service Manager will provide effective and efficient leadership of the anticoagulation and Phlebotomy teams’ across-site between Bedford Hospital and the Luton and Dunstable Hospital, ensuring high quality patient care and an optimal anticoagulation and phlebotomy services for inpatients and outpatients.

The post holder will contribute to the development of a high quality local service for people requiring anticoagulation and phlebotomy services.

The lead nurse for anticoagulation and phlebotomy will work alongside anticoagulation service to provide professional leadership and specialist clinical advice, education and support to all levels of health care providers, including colleagues working nursing, midwifery, medical and professions allied to medicine.

Main duties of the job

·To deliver evidence based individualised patient care according to patient’s changing health care needs. Providing leadership and specialist advice to ensure effective continuity of care delivery.

·Be recognised as a clinical expert in the management of anticoagulation and Phlebotomy services to set standards and engage in autonomous high-level decision making.

·To promote and contribute to the clinical governance agenda

·To lead the development of standards and protocols that concern the nursing care of those using anticoagulation and phlebotomy services.

·To promote a culture of clinical excellence in phlebotomy care throughout the Trust

·To act as a resource for health care professionals and other agencies and voluntary organisations i.e. GPs, Consultants, junior doctors, qualified nurses, allied health professionals.

·To diagnose and prescribe treatment/medications as an independent nurse prescribed in line with the BHT Guidelines and other polices/protocols.

·Works autonomously (with clinical supervision, when required), plans and prioritises own workload. There are broad guidelines but the post holder decides how best these will be acted upon in each individual circumstances and with each patients.

Working for our organisation

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.

We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.

All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.

Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.

Detailed job description and main responsibilities

Leadership and management

·Provide 1:1’s to all the nursing staff as necessary, annual appraisal and PDP for staff under your direct supervision. Ensure that they do the same if they supervise staff.

·Ensure that all specialist nurses within anticoagulation have up to date job plans and that these are reviewed annually or as the needs of the service changes.

·Delegate tasks and activities to a range of team members, recognising their development needs, ensuring that staff have the appropriate training and coaching to take on projects. Ensure that all projects are facilitated and outcomes are evaluated. This will impact on succession plans.

·To be aware of the change management process and take on expert role within this process.

·Where appropriate contribute to the investigation and management of staff issues that relate to sickness and absence, poor performance, harassment, disciplinary and grievance issues using the relevant Trust policies and in liaison with the CSL management team, implement recommendations for action focusing in particular on learning contracts and action plans

·To support flexible working practice, in line with Improving Working Lives Standards and Trust Change Management Policy.

Education and Training

·Provide specialist, expert clinical knowledge to colleagues, patients and carers/relatives both within and outside the Trust.

·To ensure that training needs analysis are undertaken. Plan, implement and evaluate programmes of education to meet identified need. Implement agreed teaching programmes in line with Trust objectives and key speciality related training initiatives

·To ensure that a suitable learning environment is maintained based on the principles of a learning organisation. Ensure staff have effective orientation, preceptorship, supervision and in-service training. Develop nursing competence and self-assessment where appropriate

·Develop and participate in the education of pre and post-registration health care professionals/medical staff.

·Participate in curriculum planning and development of in house courses relevant to area of expertise.

·Ensure team compliance with mandatory training.

·Address specific health targets related to own area of practice, e.g. NICE, NHS England guidelines.

·Maintain up to date skills and knowledge and maintain awareness of professional issues within a professional portfolio.

·In collaboration with the deputy general manager ensure the recruitment and retention of staff is within the budgeted establishment.

Financial

·To manage the financial budget for the service along with the deputy general manager.

·To supervise staff, ensuring thatthey have systems in place to manage the efficient and effective use of supplies, provisions and equipment of the Department within the designated budgets. This includes management of temporary staff.

·Personal duty of care in relation to Trust equipment and resources

·Make autonomous decisions regarding prioritisation and utilisation of resources within own service, seeking support and escalating for authorisation of the Deputy General Manager where it exceeds personal authority.

·In conjunction with Deputy General Manager contribute to the identification, analysis and discussion of cost pressures and financial constraints in a timely manner.

Research, Audit and development

·In conjunction with the deputy general manager, identify the need for, and undertake, research, clinical audit, benchmarking, in order to improve effectiveness of patient care.

·Contribute to relevant research projects in specialist area being conducted at Trust, network or national level.

·Disseminate research and audit findings through presentation to professional groups and publication

·Work with the management team to evaluate service delivery; identify areas for improvement and initiate change

Policy and Service development

·Responsible for proposing and drafting changes or implementing policies and guidelines that impact on the diabetes service

·The post holder will need to maintain a good knowledge of emerging policies from national sources and promote the implementation of them locally as appropriate.

·Contribute to the strategic planning of service improvements for the service

·Contribute or lead on the investigation of complaints, PSIRF and untoward incidents within the department in line with Trust policies and procedures and implement recommendations for action.

Risk Management

·Work collaboratively with colleagues to address complaints and incidents appropriately.

·Ensure that the approach to risks and incidents is supportive, transparent and focussed on learning, applying the principles of candour and patient and relative involvement at all times.

·Be a resource for safeguarding vulnerable adults and children. Assist with any safeguarding investigations.

·Support the development of professional forums in CSLs and other trust-wide forums

·Identify clinical risks and ensure that appropriate action is taken, in accordance with the Trust Risk Management policy, providing expert advice and focusing on principles of learning organisation

Application of Knowledge

·The post holder should use their professional management knowledge and experience to assess, plan, evaluate and judge the appropriate interventions

·The post holder should maintain their knowledge of changes in the NHS and wider industry to enable and direct services to respond to changing requirements and securing best practice

Person specification

Qualifications

Essential criteria

Relevant degree or education, knowledge and experience to degree level •Registered Adult Nurse (NMC) •Further relevant training in speciality. •Evidence of continuous professional development •Non-medical prescribing qualification •Mentorship qualification •Recognised qualification in anticoagulation

Desirable criteria

Project Management Qualification

Experience

Essential criteria

Proven experience of working in anticoagulation and/or phlebotomy at a team leadership level •Leading changes in practice in a complex environment to improve performance/services. •Identifying and interpreting national policy and implementing required changes. •Evidence of individual research or audit of nursing practice •Clinical credibility •Experience in working collaboratively across agencies and organisations to improve patient care •Experience in working with service users and carers to improve patient pathways and ensuring involvement in care planning

Knowledge

Essential criteria

Financial procedures including budget setting and knowledge of financial processes •Awareness of national nursing and midwifery initiatives in relation to anticoagulation and/or phlebotomoy •Understanding of change management. •Able to use IT systems including Microsoft Office. •Understanding of the current NHS agenda and health policy including transformation and workforce. •Knowledge of service improvements and project management. •Knowledge of risk management and governance

Desirable criteria

NHS IT systems •Understanding of the relationship between providers and commissioning organisations

personal skills

Essential criteria

Good analytical and problem solving skills – ability to respond to unexpected demands. •Ability to work independently and make autonomous decisions. •Strong communication skills both written and verbal - able to provide and receive highly complex, sensitive information and use persuasion, influencing and negotiation with individuals and groups including stakeholders. •Ability to embrace, lead and drive change in a complex environment. •Ability to organise and prioritise own workload •Able to work flexibly to meet the demands of the role. •Demonstrates a strong desire to improve performance and services. •Able to form and maintain excellent professional relationships with all members of the multi professional team

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

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