Job description

Job responsibilities

Main Responsibilities

• Work with GP Surgeries to identify potential referrals to the Tier 2 Frailty Service
• Working with Frailty Team colleagues, use risk stratification tools to identify patients at risk and ensure they receive assessment and care in a timely fashion
• Support the Frailty Team in the delivery of Complex Care, coordinating care delivery between service providers as needed
• Make Social Prescribing referrals, as appropriate
• Contribute to planned team huddles and multi-disciplinary team meetings
• Hold regular welfare calls with the patient / carer
• Maintain excellent working relationships with all those involved in the provision and development of services for those with long-term conditions, sharing regular updates of planned care and any changes when they occur
• Work closely with the Frailty Team and others involved in care delivery to ensure patients have relevant referrals and access in place; attend and liaise with the Frailty Team MDT groups, regularly attending case conferences and providing relevant updates

Communication Skills

The post-holder will recognize the importance of effective communication within the team and will strive to:

• Communicate with patients in a welcoming way, which is non-judgmental and respects patients feelings, circumstances, and rights
• Utilise and demonstrate sensitive communication styles to ensure patients are fully informed of reasons for contact when contacting them for example, on welfare calls
• Communicate highly sensitive patient information and progress effectively with other team members and outside relevant health and social care providers, as appropriate
• Ensure all documented notes are contemporaneous

Supporting Responsibilities

Quality

• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Participate in the management, review, and identification of learning from patient complaints and significant events
• Deliver evidence-based care according to the National Institute for Clinical Excellence (NICE) and Care Quality Commission (CQC) guidelines

Information Technology

• Possess basic computing and keyboard skills
• Have a good working knowledge of relevant areas of clinical systems and other programmes as appropriate to the role
• Demonstrate a good working knowledge of the policy on information and clinical governance

Research and Audit

• Contribute to the collection of data for research/audit purposes
• Identify audit topics relevant to the Frailty Team

Professional and Educational Responsibilities

• Ensure all Statutory and Mandatory training is complete
• Avail of all opportunities to develop both clinical knowledge and practical skills

Person Specification

Qualifications

Essential

• Maths and English at GCSE level or equivalent.
• Evidence of relevant experience in a health, social care, community, primary care or care-coordination environment.
• Willingness to undertake all required statutory and mandatory training.
• Good working knowledge of confidentiality, information governance and clinical governance.

Desirable

• Social Prescribing qualification or relevant experience of making/working with social prescribing referrals.
• Relevant qualification or training in health and social care, care coordination, frailty, long-term conditions or a related field.

Experience

Essential

• Customer focused service delivery
• Team working
• Ability to deal with situations sensitively and appropriately, remaining polite and calm at all times

Desirable

• Experience in change management
• Evidence of management experience / training

Personal Attributes

Essential

• Positive, professional and patient-centred approach.
• Compassionate, empathetic and respectful towards patients and carers.
• Able to remain calm and professional when dealing with challenging or sensitive situations.
• Flexible and willing to support colleagues and service requirements.
• Reliable, organised and able to work independently and as part of a team.

Desirable

• Experience working with vulnerable adults or people with complex needs.
• Experience working in a community healthcare or social care environment.

Knowledge & Skills

Essential

• Good verbal and written communication skills.
• Excellent organisational and time management skills.

Desirable

• Able to use electronic systems effectively.
• Ability to maintain accurate and timely records.
• Ability to communicate sensitively with patients, carers and professionals.
• Ability to prioritise and coordinate multiple tasks.

Employer details

Employer name

Harrow Health CIC

Address

Harrow Health CIC- 2nd Floor

7 St John's Road

Harrow

HA1 2EY

United Kingdom

Employer's website

https://www.harrowhealth.org.uk (Opens in a new tab)

Job description

Job responsibilities

Main Responsibilities

• Work with GP Surgeries to identify potential referrals to the Tier 2 Frailty Service
• Working with Frailty Team colleagues, use risk stratification tools to identify patients at risk and ensure they receive assessment and care in a timely fashion
• Support the Frailty Team in the delivery of Complex Care, coordinating care delivery between service providers as needed
• Make Social Prescribing referrals, as appropriate
• Contribute to planned team huddles and multi-disciplinary team meetings
• Hold regular welfare calls with the patient / carer
• Maintain excellent working relationships with all those involved in the provision and development of services for those with long-term conditions, sharing regular updates of planned care and any changes when they occur
• Work closely with the Frailty Team and others involved in care delivery to ensure patients have relevant referrals and access in place; attend and liaise with the Frailty Team MDT groups, regularly attending case conferences and providing relevant updates

Communication Skills

The post-holder will recognize the importance of effective communication within the team and will strive to:

• Communicate with patients in a welcoming way, which is non-judgmental and respects patients feelings, circumstances, and rights
• Utilise and demonstrate sensitive communication styles to ensure patients are fully informed of reasons for contact when contacting them for example, on welfare calls
• Communicate highly sensitive patient information and progress effectively with other team members and outside relevant health and social care providers, as appropriate
• Ensure all documented notes are contemporaneous

Supporting Responsibilities

Quality

• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Participate in the management, review, and identification of learning from patient complaints and significant events
• Deliver evidence-based care according to the National Institute for Clinical Excellence (NICE) and Care Quality Commission (CQC) guidelines

Information Technology

• Possess basic computing and keyboard skills
• Have a good working knowledge of relevant areas of clinical systems and other programmes as appropriate to the role
• Demonstrate a good working knowledge of the policy on information and clinical governance

Research and Audit

• Contribute to the collection of data for research/audit purposes
• Identify audit topics relevant to the Frailty Team

Professional and Educational Responsibilities

• Ensure all Statutory and Mandatory training is complete
• Avail of all opportunities to develop both clinical knowledge and practical skills

Person Specification

Qualifications

Essential

• Maths and English at minimum of GCSE or equivalent
• Up to date Statutory and Mandatory Training / be willing to undertake the training

Desirable

• Social Prescribing qualification

Knowledge & Skills

Essential

• Good communication skills
• Excellent organisational skills
• IT Literate

Desirable

• Evidence of cross boundary multi agency working

Personal Attributes

Essential

• Positive approach and smartly dressed
• Flexible working to cover colleagues as needed

Desirable

• Car driver

Experience

Essential

• Customer focused service delivery
• Team working
• Ability to deal with situations sensitively and appropriately, remaining polite and calm at all times

Desirable

• Experience in change management
• Evidence of management experience / training

Employer details

Employer name

Harrow Health CIC

Address

Harrow Health CIC- 2nd Floor

7 St John's Road

Harrow

HA1 2EY

United Kingdom

Employer's website

https://www.harrowhealth.org.uk (Opens in a new tab)

Job description

Job responsibilities

• Responsible for the day-to-day administrative duties of HHCIC clinics ( ENT, Gynaecology and Dermatology) .
• Managing patients bookings, triage process and using e-referral service and provide secretarial support.
• Assist in the preparation of consultant led clinics, ensuring efficient administrative support is provided to facilitate the smooth running of clinics by processing referrals received promptly, booking patients into suitable appointments, and ensuring that all record is maintained.
• Work access various location such as the GP Access Centre, Head Office, and Community Clinics.
• Deal with sensitive and difficult calls effectively and escalate issues to the service manager as appropriate.
• Assist in the collection of activity and audit data to support monthly reporting and invoicing.

• Ensure services meet their KPIs
• Attend various locations such as the Walk in centre and Clinics.
• The role will involve call handling and back office support functions
• To undertake other administrative tasks as required for other clinical services which may commence/ be developed.

General office duties, to include answering telephone; taking messages; dealing with post; photocopying; faxing and organising meetings as required

Liaise with patients, clinicians and other service providers such as GP practices, GPwER, consultants and other private organisations working with HHCIC, as required, and providing excellent customer services

Using E-Referral System and EMIS Web

Support and provide feedback to Senior Coordinators/Service Manager

Person Specification

Skills

Essential

• Excellent Communication Skills both written & verbal
• Polite telephone manner
• Microsoft (Word, Excel) Literate
• Excellent Attention to detail
• The ability to remain calm under pressure

Desirable

• Understanding of information governance and patient confidentiality

Qualifications

Essential

• - GCSE grade A to C in English and Maths

Desirable

• - Experience with patients/ experience in customer service

Experience

Essential

• Polite telephone manner
• Excellent Communication Skills both written & verbal

Desirable

• Knowledge of NHS Systems - EMIS Web, e-Referral System
• Previous experience of a similar role

Employer details

Employer name

Harrow Health CIC

Address

Harrow Health

Three Rivers House

Northway

Rickmansworth

WD3 1RL

United Kingdom

Employer's website

https://www.harrowhealth.org.uk (Opens in a new tab)