Job summary
The postholder will be responsible for the coordination and monitoring of all aspects of the day-to-day transport provision for Renal Patients. This includes coordinating patient journey information and working closely with the Patient Transport Planners and Controllers for planning optimum patient journeys. You will be working closely with the renal dialysis units to ensure optimum operational performance.
You will act as a main point of communication between renal patients, renal dialysis units and the Patient Transport Team and will be required to escalate any concerns accordingly.
The postholder will be the first point of contact for all concerns and complaints and will need to have significant experience managing similarly challenging situations.
Main duties of the job
o Provide a single point of contact for the Patient Transport Team, Renal Units and renal patients to receive information regarding transport arrangements.
o Responsible for the day-to-day monitoring of renal journeys and liaising with the Transport Planners and Controllers to ensure optimum use of resources for the timely collection and return of renal patients.
o To create and amend booking on the Cleric System for renal patients, updating the patients notes where appropriate.
o To ensure that any changes in the patients circumstances or mobility are accurately updated and reflected in the booking.
o Develop, maintain and progress work towards the unit based transport/development plan taking into consideration any service developments, changes to operational provision and transport infrastructure.
o Ensuring performance standards for renal transport are met on a daily basis and escalating concerns as appropriate.
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Job description
Job responsibilities
Responsible for the review and monitoring of management information relating to timeliness of transport and performance against service level agreement and agreed quality standards.
Within the role of coordinator, highlight areas of concern, complaint and commendation, to the Patient Transport Service.
To utilise the Datix system to report any patient safety concerns.
To update and maintain a record of monthly costing for all the services that the regular journeys go to.
Using good interpersonal and customer care skills ensure that all enquiries are dealt with politely and professionally. Where necessary refer to the Renal Management Team or Patient Transport Team.
Be the first point of contact for complaints and manage any that do not require further escalation.
Attend regular meetings as requested with Renal Transport Groups, to discuss current issues impacting renal transport provision locally.
Assist with the implementation of new working practices.
Complete and maintain individual transport plans for every patient.
Liaise with the renal units to identify any issues that the unit staff and patients have in relation to the transport provision and feedback to the Patient Transport Managers where necessary.
The post holder will have access to patient information and as such will be required to maintain confidentiality at all times.
To be proactive in ensuring the highest possible levels of patient care for Renal Patients.
Communicate with:
a. PTS Providers
b. Hospital/Trust Staff
c. Personnel in other departments
d. Service Users
e. Colleagues and Office Based staff
The post holder will undertake any other duties which may be reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined, subject to the provision that appropriate training is given and that wherever possible significant changes of a permanent nature shall be mutually agreed and incorporated into the job.
Job description
Job responsibilities
Responsible for the review and monitoring of management information relating to timeliness of transport and performance against service level agreement and agreed quality standards.
Within the role of coordinator, highlight areas of concern, complaint and commendation, to the Patient Transport Service.
To utilise the Datix system to report any patient safety concerns.
To update and maintain a record of monthly costing for all the services that the regular journeys go to.
Using good interpersonal and customer care skills ensure that all enquiries are dealt with politely and professionally. Where necessary refer to the Renal Management Team or Patient Transport Team.
Be the first point of contact for complaints and manage any that do not require further escalation.
Attend regular meetings as requested with Renal Transport Groups, to discuss current issues impacting renal transport provision locally.
Assist with the implementation of new working practices.
Complete and maintain individual transport plans for every patient.
Liaise with the renal units to identify any issues that the unit staff and patients have in relation to the transport provision and feedback to the Patient Transport Managers where necessary.
The post holder will have access to patient information and as such will be required to maintain confidentiality at all times.
To be proactive in ensuring the highest possible levels of patient care for Renal Patients.
Communicate with:
a. PTS Providers
b. Hospital/Trust Staff
c. Personnel in other departments
d. Service Users
e. Colleagues and Office Based staff
The post holder will undertake any other duties which may be reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined, subject to the provision that appropriate training is given and that wherever possible significant changes of a permanent nature shall be mutually agreed and incorporated into the job.
Person Specification
Qualifications
Essential
- 5 GCSE's - C and above or equivalent
Desirable
- A-levels (or equivalent qualification)
- Educated to or working toward BSc
Experience
Essential
- Experience of coping with difficult situations and dealing with people who are in a state of anxiety or stress
- Experience in reading and interpreting report data
- Experience in responding to and managing complaints
Desirable
- Experience in using a patient transport electronic application such as CLERIC
- Experience of planning or allocating transport resources
Skills
Essential
- Excellent verbal and written communication skills.
- Able to work well as a member of a team, building effective relationships
- Self-disciplined, able to work on own initiative with minimum supervision
- Excellent interpersonal skills, able to handle sensitive situations particularly in a professional and tactful manner.
- Computer skills including windows based packages such Word, Excel and Outlook.
Knowledge
Essential
- Understanding of the transport requirements for patients receiving unit based dialysis.
- Experience and years working in a patient / customer service environment.
Desirable
- Awareness of renal patient transport standards and KPIs
Person Specification
Qualifications
Essential
- 5 GCSE's - C and above or equivalent
Desirable
- A-levels (or equivalent qualification)
- Educated to or working toward BSc
Experience
Essential
- Experience of coping with difficult situations and dealing with people who are in a state of anxiety or stress
- Experience in reading and interpreting report data
- Experience in responding to and managing complaints
Desirable
- Experience in using a patient transport electronic application such as CLERIC
- Experience of planning or allocating transport resources
Skills
Essential
- Excellent verbal and written communication skills.
- Able to work well as a member of a team, building effective relationships
- Self-disciplined, able to work on own initiative with minimum supervision
- Excellent interpersonal skills, able to handle sensitive situations particularly in a professional and tactful manner.
- Computer skills including windows based packages such Word, Excel and Outlook.
Knowledge
Essential
- Understanding of the transport requirements for patients receiving unit based dialysis.
- Experience and years working in a patient / customer service environment.
Desirable
- Awareness of renal patient transport standards and KPIs
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.
