Job summary
The Lewisham and Greenwich NHS Trust provides specialised cancer diagnosis, treatment and care to patients at both University Hospital Lewisham and Queen Elizabeth Hospital. Cancer services are provided by a multidisciplinary team and we work closely with other departments throughout the Trust to provide high quality care. We are part of the South East London Cancer Network and are linked to the Cancer Centres at Guy's, King's and St Thomas' Hospitals.
Personalised Stratified Follow-up (PSFU) is a model of aftercare service to ensure individual patients are managed on the best follow-up pathway to address their specific needs. It focuses on promoting wellbeing, recovery and empowerment to provide patients with the information and confidence for self-management.
The overall aim is to improve patient experience and quality of care, by implementing a personalised, tailored approach to aftercare for each individual patient, and to ensure patients are provided with information, support and reassurance to enable them to self - manage and live well beyond their cancer diagnosis and treatment.
Main duties of the job
To respond to calls to the Service promptly and courteously, identifying the need, providing information, and or referring and signposting to relevant staff and or services as required
To answer calls to the service providing advice on aspects of the patient's care within defined boundaries and limits.
To provide guidance and emotional support to callers to the service
To signposting callers to other support services
To support people affected by cancer to self-manage
Have a full understanding of the personalised cancer care (formerly - Recovery Package), Holistic Needs Assessments and care plan, Treatment Summaries, Health and Wellbeing events and Stratified Follow up.
Be responsible for the recording and management of stratified follow up database (if applicable) and ensure accurate data collection to support the process.
Use hospital information systems to record and review patient information of both clinical and non-clinical nature.
Act as a key liaison point between support services within the pathway.
Analyse data and produce ad hoc reports as directed.
Deal with non-clinical queries from patients, their carers and members of the multidisciplinary team
Ensure that all daily tasks and ongoing workloads are prioritised and completed within agreed timeframes.
Undertake further duties (deemed appropriate to the grade and responsibility of the post) not covered in the job description to ensure the smooth running of the department
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
To be the first point of contact for patients, relatives/carers and all staff groups accessing the service. This is face to face and/or via the telephone
To adhere to the Service Operational Policy so that patient/user calls are triaged and dealt with in a timely and appropriate manner by identifying the need, providing information/signposting and or onward referral to the relevant staff and or service
Be accountable to the Team Lead, Macmillan Advice and Guidance Service (MAGS)
To develop positive relationships with relevant departments and individuals including but not exclusive of CNS, Radiology departments, Outpatient departments and admin staff, members of cancer MDT
Help coordinate the patients who are going on to stratified follow up for cancer patients
Book all patients appropriately on to the database/Somerset Cancer Registry
Help coordinate the patients who are going on to open access stratified follow up for cancer patients
Track all cancer patients who are on stratified follow up across Lewisham and Greenwich ensure investigative scans are being managed and reviewed. To raise scan results to the clinician so a letter can be sent to the patient and their GP in a timely manner.
Provide support to the CNSs with all elements of the recovery package
This post is designed to act as the key support for the stratified cancer patients; tracking patients follow up pathway and ensuring timely and accurate collection of data.
This is a role with lots of variety and ad hoc demands and the post-holder must possess excellent time management and planning skills. This post may develop over time to meet the specific needs of the clinical unit and the changing demands on the service.
Liaise with departments involved in providing care and core services to ensure that Survivorship Targets are met and highlight to the recovery package project manager when we are behind trajectory so that corrective action can be taken.
The post-holder will collect data relating to the personalised cancer care (formerly recovery package) and prepare reports to the Project Manager
The post holder will also be required to produce reports and undertake audits as required.
Ensure continuous learning of the local Trust patient administration and cancer registry systems (i.e. iCare, Somerset, Remote Monitoring System).
Job description
Job responsibilities
To be the first point of contact for patients, relatives/carers and all staff groups accessing the service. This is face to face and/or via the telephone
To adhere to the Service Operational Policy so that patient/user calls are triaged and dealt with in a timely and appropriate manner by identifying the need, providing information/signposting and or onward referral to the relevant staff and or service
Be accountable to the Team Lead, Macmillan Advice and Guidance Service (MAGS)
To develop positive relationships with relevant departments and individuals including but not exclusive of CNS, Radiology departments, Outpatient departments and admin staff, members of cancer MDT
Help coordinate the patients who are going on to stratified follow up for cancer patients
Book all patients appropriately on to the database/Somerset Cancer Registry
Help coordinate the patients who are going on to open access stratified follow up for cancer patients
Track all cancer patients who are on stratified follow up across Lewisham and Greenwich ensure investigative scans are being managed and reviewed. To raise scan results to the clinician so a letter can be sent to the patient and their GP in a timely manner.
Provide support to the CNSs with all elements of the recovery package
This post is designed to act as the key support for the stratified cancer patients; tracking patients follow up pathway and ensuring timely and accurate collection of data.
This is a role with lots of variety and ad hoc demands and the post-holder must possess excellent time management and planning skills. This post may develop over time to meet the specific needs of the clinical unit and the changing demands on the service.
Liaise with departments involved in providing care and core services to ensure that Survivorship Targets are met and highlight to the recovery package project manager when we are behind trajectory so that corrective action can be taken.
The post-holder will collect data relating to the personalised cancer care (formerly recovery package) and prepare reports to the Project Manager
The post holder will also be required to produce reports and undertake audits as required.
Ensure continuous learning of the local Trust patient administration and cancer registry systems (i.e. iCare, Somerset, Remote Monitoring System).
Person Specification
Qualifications & Training
Essential
- NVQ 4 or equivalent experience
- Minimum typing speed of 45 words per minute
- Communications skills course (or equivalent)
- Customer Care course (or equivalent experience)
Desirable
- IT qualification - Advanced ECDL or equivalent
- Computer/Word processing qualification equivalent to RSA 2/3
- Sage and Thyme Foundation
Experience
Essential
- Relevant health or social care experience at Agenda for Change Band 3 or equivalent
- Experience of working with patients who may be distressed
- Relevant administrative experience
- Ability to work on own initiative and prioritise workload efficiently
- Ability to make practical decisions Ability to identify solutions for identified problems
- Ability to work efficiently under pressure within a fast, paced environment
- Experience of establishing new and effective systems that enable quality control
- Experience of running efficient office systems both electronic and in hard copy
- Proven excellent organisational skills
- Evidence of ability to multitask and manage time and conflicting priorities effectively
Desirable
- Experience in the field of cancer and speaking with patients affected with cancer
- Counselling course (or equivalent experience)
- Administrative experience in the NHS
- Call centre experience
Knowledge & Skills
Essential
- Knowledge of Medical Terminology
- High standard of literacy and numeracy
- Extensive proven knowledge of Microsoft applications - Outlook, word, excel
- Excellent and accurate data entry skills
- Knowledge of administration procedures and experience of using multiple and complex IT systems
- Excellent command of English language
Desirable
- Knowledge of relevant cancer treatments, interventions and terminology
- Understanding of Macmillan Cancer Support and its role in the UK
- Awareness of the Living with and Beyond Cancer Agenda
- Experience of working with senior clinical staff
- Awareness of Achieving World Class Cancer Outcomes: A Strategy for England 2015-20 and other national cancer policies
Person Specification
Qualifications & Training
Essential
- NVQ 4 or equivalent experience
- Minimum typing speed of 45 words per minute
- Communications skills course (or equivalent)
- Customer Care course (or equivalent experience)
Desirable
- IT qualification - Advanced ECDL or equivalent
- Computer/Word processing qualification equivalent to RSA 2/3
- Sage and Thyme Foundation
Experience
Essential
- Relevant health or social care experience at Agenda for Change Band 3 or equivalent
- Experience of working with patients who may be distressed
- Relevant administrative experience
- Ability to work on own initiative and prioritise workload efficiently
- Ability to make practical decisions Ability to identify solutions for identified problems
- Ability to work efficiently under pressure within a fast, paced environment
- Experience of establishing new and effective systems that enable quality control
- Experience of running efficient office systems both electronic and in hard copy
- Proven excellent organisational skills
- Evidence of ability to multitask and manage time and conflicting priorities effectively
Desirable
- Experience in the field of cancer and speaking with patients affected with cancer
- Counselling course (or equivalent experience)
- Administrative experience in the NHS
- Call centre experience
Knowledge & Skills
Essential
- Knowledge of Medical Terminology
- High standard of literacy and numeracy
- Extensive proven knowledge of Microsoft applications - Outlook, word, excel
- Excellent and accurate data entry skills
- Knowledge of administration procedures and experience of using multiple and complex IT systems
- Excellent command of English language
Desirable
- Knowledge of relevant cancer treatments, interventions and terminology
- Understanding of Macmillan Cancer Support and its role in the UK
- Awareness of the Living with and Beyond Cancer Agenda
- Experience of working with senior clinical staff
- Awareness of Achieving World Class Cancer Outcomes: A Strategy for England 2015-20 and other national cancer policies
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
