South Warwickshire University NHS Foundation Trust

Patient Progress Chaser - Emergency Department

The closing date is 06 October 2025

Job summary

An exciting opportunity has arisen for a new Patient Progress Chaser role within the Emergency Department. We are looking for a dynamic and self-motivated individual to support our fast-paced department attending to over 100000 patients annually. Our Progress Chasers will be vital in supporting safe and effective patient flow through our department, ensuring patient safety targets are maintained.

Working within a large multi-disciplinary team you will possess excellent communication skills whilst liaising with all teams essential to patient care including ED Doctors, Advanced Clinical Practitioners and Nurses, Specialty Teams, Management, Site Capacity and all other support teams such as Porters. The ability to remain calm under pressure is essential in our fast-paced department. Excellent administrative and IT skills are required to ensure accurate documentation throughout the patient's journey using systems such as Lorenzo and Nervecentre.

Successful applicants will be supported by our existing teams with a strong emphasis on continued learning and development and service improvement.

Main duties of the job

The post holder, as a member and representative of South Warwickshire NHS Foundation Trust, will have direct contact with patients and their families and will be instrumental in ensuring that the management plans for all patients on their ward are enabled and enacted, ensuring this information is clearly communicated to the patient and their relatives. The post holder will have excellent communication skills, to ensure that every contact counts, through a range of media and will demonstrate excellent customer care. He/she will have a sound knowledge of local services and providers.

The post holder will be responsible for maintaining accurate records and communicate progress or any problems with managerial or clinical staff as appropriate. They will be competent in the use of IT systems relevant to their ward/department, such as Lorenzo, ICE and DIGIT.

A key purpose of this role is to l support the ward clinical staff and management teams in the proactive management of safe and effective patient flow on wards within the Trust. The post holder will work within define procedures linking with the ward staff to ensure robust and effective patient flow.

About us

Come and join a Trust rated Outstanding by the CQC. South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. In addition our staff survey results have placed us 4th in the country for recommended place to work.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.Our values can be summed up in one sentence. We are 'Trusted to provide safe, inclusive, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

As part of our commitment to Equality, Diversity and Inclusion we encourage all applicants to complete a short survey. This can be accessed via the link below:

https://forms.office.com/e/ahWY3eAGM2

We appreciate you completing the survey.

Date posted

22 September 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 to £30,162 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

203-EM739

Job locations

Emergency Department, Warwick Hospital

Lakin Road

Warwick

CV34 5BW

Job description

Job responsibilities

Key Result Areas:

Key Tasks and Responsibilities

To develop a thorough knowledge of the Trust and to work in accordance with the Trusts policies and procedures.

To provide excellent customer care, demonstrating empathy; patients and a holistic approach to patient care, with commitment to follow-through of care plans and building effective working relationships.

To have excellent communication skills, with the ability to communicate both verbally and written with a wide range of providers, including patients; carers;, voluntary; social, primary and other secondary care providers.

To be able to carry out audit of own activities and produce reports and give presentations within the organisation.

To produce reports as required.

To review, analyse and respond to enquiries relating to patient flow.

To understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly and those with long term conditions.

To understand the legal; ethical and regulatory principles of the NHS and know personal boundaries and when to seek help.

To work under supervision to assist in the discharge pathway process ensuring that patients are managed in the most appropriate environment.

To work and liaise with ward staff in the identification of blockages in the patients journey, ensuring that all outstanding issues are identified and addressed, within scope of practice.

To rectify all issues which have been identified, escalating to the ward manager or General Manager the ones you cannot independently progress

To assist allocated wards with uncomplicated patient discharges to promote safe and timely discharges. This will include proactively contacting social care to reinstate care packages for patients who have not had a change in need. To contact patients usual place of residence care homes to reassess as necessary at the most appropriate time, to avoid unnecessary delays.

To demonstrate knowledge of services pertaining to simple discharge and assist in gaining patient consent to refer patients to 3rd sector organisations such Age UK.

Accurately record within the patients nursing notes regularly throughout the day, progress, actions and outcomes for each patients journey you have had interaction with.

Ensure effective and regular communication with ward staff and other members of the Trust, relating to progress and updated information, ensure presence in the Site Office so that you can update the Site Capacity Manager regarding patient flow on your ward/department.

Review patients records so that all referrals for specialist opinions, therapy input or diagnostics have been completed or progressed.

To work closely with site capacity team and the ward coordinator/ward manager to ensure good channels of communication with patients and relates with regards to their discharge are maintained at all times.

To support the ward manager with incidents and investigations arising from delays and flow concerns.

To work with all internal stakeholders to promote effective processes to facilitate discharge, support patient flow and reduce delays in the patients management and discharge

To co-ordinate MDT and patient flow meetings, transcribe formal minutes, circulating and supporting papers in line with agreed protocols.

To effectively communicate (in person, via telephone and email) with other teams to effectuate progress in a patients journey.

Liaise with medical teams and pharmacy teams to ensure TTOs are ready for patients being discharged and to collect these from pharmacy if necessary.

Liaise with ward staff and assist where directed, to ensure patients that do not meet the criteria for hospital transport WMAS, have suitable arrangements made ready for discharge.

Liaise with ward staff to ensure patients identified as returning home or to usual place of residence, and meet the criteria for WMAS require transport, have had their ambulance booked in a timely fashion to reduce any potential delays.

Evaluates own area of work and proposes improvements

Assists in basic training and education at ward level.

Communication

At all times communication with others must be polite, professional and courteous.

Respond to patients and their relatives in a polite and professional manner

Be involved in conversations with patients and carers that may sometimes be emotional, difficult and sensitive.

Direct patients and relatives to the relevant ward or department when necessary.

To maintain and promote confidentiality at all times

To respond in a friendly and helpful manner to all calls taken from wards and departments.

Communicate with senior staff disseminating complex information, reports and outcomes of meetings.

Communicate with Ward Manager or Clinical Lead Nurse and staff to manage key contact lists with internal and external teams who assist with the provision of services for patients.

To summarise and document communication that has taken place.