Job summary
The Integrated Discharge Hub at West Middlesex Hospital is responsible for ensuring all patients who need support on discharge are discharged in a safe and timely manner. The discharge hub is made up of staff from West London, CWFT and LBH. The discharge hub also receives referrals for all Hounslow patients being discharged from other hospitals.
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The post holder will provide a comprehensive support service carrying out general administration and clerical duties including data inputting to ensure the smooth running of service delivery.
They will also be responsible for ensuring a positive customer experience for both staff and patients who interact with the Discharge Hub.
We are looking for someone with excellent customer service skills as well as good time management and organisation skills.
If you are looking for a challenge, working in a team and playing a part in ensuring patients get home form hospital safely then please get in touch.
Main duties of the job
1. To receive all visitors of the department with courtesy and with efficiency, directing them as appropriate and acting as a focal point for enquiries.
2. To receive and process new referrals correctly ensuring they are dealt with in a timely manner.
3. To prioritise and respond to telephone enquiries and correspondence via telephone, email or in writing on behalf of the service, using own initiative.
4. To adhere to protocols given by the clinical teams to be able to identify high priority referrals for the most vulnerable and at risk patients and ensure these are flagged to the relevant team member.
5. To record all clinical information received and decisions made in line with WLT's and ChelWest and the London Borough of Hounslow Record Keeping Policy.
6. To prioritise own workload and highlight capacity issues to the manager as they arise to ensure continuous and smooth running of the service.
7. To develop and maintain an efficient manual and electronic filing and retrieval systems.
8. Liaise with health professionals to develop effective mechanisms in managing the referral / appointment system for nursing/residential home assessments.
About us
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.
Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.
The Trust is rated as 'Good' overallby the Care Quality Commission. Forensic services are rated as 'Outstanding'.
The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.
Job description
Job responsibilities
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Job description
Job responsibilities
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Qualifications
Essential
- Educated to GCSE level, NVQ 2 level or equivalent
- Customer Care training
Desirable
- Awareness of a range of Health Service Provisions
- Understanding of Data Protection issues
- Appropriate secretarial/administrative qualification
Experience
Essential
- Demonstrable experience of working in an administrative environment and working with computerised data systems
- Previous experience of effective team Working.
Desirable
- Previous Optica experience
Skills
Essential
- IT skills, particularly Windows applications (Word, Excel and Outlook)
- Good written and verbal communication skills
- Excellent time management skills
Desirable
- Good numeracy skills
- Ability to work in a multi-disciplinary setting
- Competence in typing - accurate
Other Requirements
Essential
- Excellent interpersonal skills
- Tact and discretion in relation to confidential matters
- Ability to work under pressure
- Ability and willingness to extend knowledge and learn new skills
- Support of NHS values/ethics
Desirable
- Ability to be firm, yet pleasant as appropriate
Person Specification
Qualifications
Essential
- Educated to GCSE level, NVQ 2 level or equivalent
- Customer Care training
Desirable
- Awareness of a range of Health Service Provisions
- Understanding of Data Protection issues
- Appropriate secretarial/administrative qualification
Experience
Essential
- Demonstrable experience of working in an administrative environment and working with computerised data systems
- Previous experience of effective team Working.
Desirable
- Previous Optica experience
Skills
Essential
- IT skills, particularly Windows applications (Word, Excel and Outlook)
- Good written and verbal communication skills
- Excellent time management skills
Desirable
- Good numeracy skills
- Ability to work in a multi-disciplinary setting
- Competence in typing - accurate
Other Requirements
Essential
- Excellent interpersonal skills
- Tact and discretion in relation to confidential matters
- Ability to work under pressure
- Ability and willingness to extend knowledge and learn new skills
- Support of NHS values/ethics
Desirable
- Ability to be firm, yet pleasant as appropriate
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
