Job summary
We have an exciting opportunity to join our Transferring Care Safely (TCS) (formerly GP Services) team.
The Transferring Care Safely team sit within Patient Safety and provide a key link between UHL and other healthcare providers within the healthcare economy.
The concerns received and processed by the TCS team are thematically analysed to ensure patient safety and to aid in the smooth transition of patients between healthcare providers.
The ideal candidate will be energetic and enthusiastic, with a passion for customer service and collaborative working.
You will need to use your initiative and diplomacy to coordinate responses from within UHL and work with our partners to ensure responses are satisfactory as well as using the TCS guidelines, C2C policy and other appropriate guidance to guide the responses received and help UHL services improve their responses.
Main duties of the job
You will utilise and develop your existing customer service skills and become acquainted with many services within UHL and the wider healthcare system.
Using Datix to log and monitor new and existing concerns quality data entry is vital as well as a proficiency with MS Office packages.
The ideal candidate will liaise with partners via the phone and electronically so being skilled with both is necessary, as well as the ability to recall information promptly to provide advice and resolve concerns at first point of contact.
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
- high-quality care for all,
- being a great place to work,
- partnerships for impact, and
- research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
- we are compassionate,
- we are proud,
- we are inclusive, and
- we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
Job description
Job responsibilities
The primary purpose of the role is to work within the Transferring Care Safely team to develop closer working relationships with providers to UHL including; Clinical Commissioning Groups (CCGs)/ Integrated Care System (ICS), East Midlands Ambulance Service (EMAS), Leicestershire Partnership Trust (LPT) and Derbyshire Health United (DHU), General Practice, and other healthcare providers in the Healthcare System throughout Leicester, Leicestershire and Rutland and neighbouring counties to ensure UHLs services remain responsive to the needs of our patients. The aim of the role is to increase satisfaction with our services and improve communication links between the Healthcare System and the Trust.
The post holder will support the Transferring Care Safely manager to provide an efficient service to primary and secondary care to help create services which work for both.
The Transferring Care Safely Officer will be the central contact point for all provider queries, concerns and comments about UHL and will be responsible for providing information to GPs and providers, investigating queries and signposting services and resolving day to day issues effectively and promptly. Good communication skills areessential to quickly establish personal credibility with a large and varied group of stakeholders.
The post holders will co-ordinate the UHL to provider engagement programme and innovative ways to ensure UHL maximises the services offered through Transferring Care Safely.
The role will support the TCS Concerns & Interface Manager in preparing for meeting stakeholders through the population of preprepared reports and offering insight into trends/themes.
The post holder will work to deliver the Trusts strategic objectives and fulfil our purpose Caring at its Best. This work will concentrate on working effectively with in the wider system. They will be expected to support an on-going and tangible improvement in reputation / profile of the Trust through the promotion of services and improvements instigated by Primary Care and other provider feedback opportunities to propose and develop solutions for the improvement of communication with Primary Care and within UHL.
The postholder will encourage buy in from all stakeholders to facilitate the aims of Transferring Care Safely and to improve patient care through the removal of delays andinefficient processes. Their communication will therefore be supportive to stakeholders to encourage engagement, but assertive when required to ensure adherence to deadlines and compliance with policy and agreed best practice.
Job description
Job responsibilities
The primary purpose of the role is to work within the Transferring Care Safely team to develop closer working relationships with providers to UHL including; Clinical Commissioning Groups (CCGs)/ Integrated Care System (ICS), East Midlands Ambulance Service (EMAS), Leicestershire Partnership Trust (LPT) and Derbyshire Health United (DHU), General Practice, and other healthcare providers in the Healthcare System throughout Leicester, Leicestershire and Rutland and neighbouring counties to ensure UHLs services remain responsive to the needs of our patients. The aim of the role is to increase satisfaction with our services and improve communication links between the Healthcare System and the Trust.
The post holder will support the Transferring Care Safely manager to provide an efficient service to primary and secondary care to help create services which work for both.
The Transferring Care Safely Officer will be the central contact point for all provider queries, concerns and comments about UHL and will be responsible for providing information to GPs and providers, investigating queries and signposting services and resolving day to day issues effectively and promptly. Good communication skills areessential to quickly establish personal credibility with a large and varied group of stakeholders.
The post holders will co-ordinate the UHL to provider engagement programme and innovative ways to ensure UHL maximises the services offered through Transferring Care Safely.
The role will support the TCS Concerns & Interface Manager in preparing for meeting stakeholders through the population of preprepared reports and offering insight into trends/themes.
The post holder will work to deliver the Trusts strategic objectives and fulfil our purpose Caring at its Best. This work will concentrate on working effectively with in the wider system. They will be expected to support an on-going and tangible improvement in reputation / profile of the Trust through the promotion of services and improvements instigated by Primary Care and other provider feedback opportunities to propose and develop solutions for the improvement of communication with Primary Care and within UHL.
The postholder will encourage buy in from all stakeholders to facilitate the aims of Transferring Care Safely and to improve patient care through the removal of delays andinefficient processes. Their communication will therefore be supportive to stakeholders to encourage engagement, but assertive when required to ensure adherence to deadlines and compliance with policy and agreed best practice.
Person Specification
Experience
Essential
- Good demonstrable customer service skills
- Dealing effectively with enquiries, concerns and complaints
Communication and relationship skills
Essential
- Ability to communicate highly sensitive or contentious information with tact, diplomacy and understanding
Analytical and Judgement skills
Essential
- Ability to make decisions autonomously on day to day issues
- Strong attention to detail
Person Specification
Experience
Essential
- Good demonstrable customer service skills
- Dealing effectively with enquiries, concerns and complaints
Communication and relationship skills
Essential
- Ability to communicate highly sensitive or contentious information with tact, diplomacy and understanding
Analytical and Judgement skills
Essential
- Ability to make decisions autonomously on day to day issues
- Strong attention to detail
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).
