Patient Pathway Coordinator

3 weeks ago

London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

Job summary

The Patient Pathway Coordinator will lead on the tracking of pathways of patients. By working closely with a wide range of clinical and managerial staff, and providing high standard of administrative support, the post holder will ensure patients receive treatment as soon as possible and ensure national targets are met.

The post holder is responsible for providing a high standard of professional and patient focused service to a range of Trust-wide specialities and will support the function on a day-to day operational basis.

Main duties of the job

This post shall sit within the Headache Service across Neurosciences & Pain Management services, providing a vital administrative link between the two areas, ensuring the equitable care of all headache patients.

The key duties this role shall cover across the two areas are:

Managing a Single Point of Access within e-RS; Ensure all referrals are triaged appropriately and directed to the correct Headache Service (Neuro, Pain, Neuromodulation, Complex Headache Clinic or Community); Ensuring equity of bookings across outpatient and procedural activity; Direct the flow of patients between the services, managing capacity vs demand; Triaging and managing all patient queries, directing them to the most appropriate clinical or non-clinical team; Overseeing the booking of all clinics and procedure lists, ensuring full slot utilisation and bookings within clinical time frames; Full waiting list validation across both services, ensuring RTT standards are met, waiting lists are accurate and ensuring wait times are equitable across both services; Act as the single point of contact for all Headache related Datix, PALS, Complaints and Compliments; escalating to the correct management team and putting any learning into action within the service

About us

Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.

We are among the UK's busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.

We have a long tradition of clinical and scientific achievement and - as part of KHP - we are one of England's eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research's biomedical research centres, established with King's College London in 2007, as well as dedicated clinical research facilities.

We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.

Job description

Job responsibilities

Duties and Responsibilities

The duties and responsibilities listed below are representative of the Patient Pathway Coordinator role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative and managerial duties and responsibilities commensurate with the level of the post, to support the smooth running of the department.

Operational

Monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies. Identify from the Tracking List the next steps in the patient care pathway in line with clinical need (peer review). Receive patient referrals and administer in line with timings and requirements as set out in Trust and National policies. Co-ordinate and provide administrative support to the relevant teams to ensure that all the relevant paperwork and clinical information is available. Update on all enquiries regarding patients care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner. Develop an understanding of the milestones of the allocated pathway for patients within a designated group. Attend relevant meetings and complete actions regarding the care of patients within the designated pathway. Participate in national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts. Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process. Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers. Action day-to-day issues, ensuring resolution and escalating serious issues to management as appropriate. Escalate any issues and breaches of the Waiting Times standards to the relevant management in line with agreed escalation procedures. Ensure the timely and efficient transfer of patients and information between trusts/other organisations involved in the patient pathway, adhering to agreed communication pathways and protocols. Work within a multi-disciplinary team in developing the service in line with departmental plans and Trust corporate objectives. Ensure that all health records are appropriately tracked and securely stored whilst in the department according to Health Records Policy.

Communication

Develop working relationships with a wide range of clinical and managerial staff across both Neurosciences & Pain Management.

Data collection and analysis :

Responsible for collecting and updating patient information on the relevant databases in line with local policy, to ensure efficient pathway progress. This includes maintaining the accuracy of data at all times. Working with the Team to analyse target breaches and report issues to management.

Policy development

Review and support development and implementation of Standard Operating Procedures. Review and support development and implementation of internal targets.

Staff Management

Provide day-to-day oversight of duties for the departments administrators within Neurology & Pain Management headache team. Ensure and aid the administrators in the completion of preparation for each Multi-Disciplinary Team. Providing support for day to day queries from administrators within Neurology & Pain Management

Other

Undertake any administrative tasks commensurate with the grade required to support the delivery of high quality patient care. Actively participate in department development as appropriate and participate in departmental meetings Undertake any other duties commensurate with the grade, required to ensure the smooth and efficient running of the department. Undertake any training as required to complete the tasks associated with the job role. Person Specification

Qualifications

Essential

English and Maths to GCSE standard or equivalent.

Desirable

Customer services qualification/training

Experience

Essential

Experience of delivering customer care in a fast-paced high-volume customer care environment. Ability to deal with a range of issues independently and efficiently

Desirable

Experience of an administrative role within the NHS Experience of supporting staff

Skills

Essential

Ability to work both autonomously and in a team Organisational and time management skills to meet deadlines Possess a 'can do' attitude, with a flexible approach to work and the ability to cope with changing demands Strong IT skills, particularly with relation to Microsoft Office packages, Word, Outlook and Excel Excellent interpersonal and communication skills face to face, in writing and on the telephone.

Desirable

Knowledge of medical terminology Ability to deal with difficult service users and challenging situations Ability to follow complex protocols and feedback to senior staff as appropriate Ability to liaise effectively with a wide range of multidisciplinary staff

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