Worcestershire Acute Hospitals NHS Trust

Diabetes CNS Admin Support

This job is now closed

Job summary

The Diabetes Clinical Nursing team will be involved in an exciting development to increase the availability of technology to support people living with diabetes. We are looking for administration and clerical support for the nurses to allow them more clinical time to provide support needed to people living with diabetes, to help them get the most out of using the technology.

The role will require patient contact, in person and via telephone as well as providing written information and typing clinic letters. Booking appointments and managing clinics to maximise the efficiency of the nurses clinical time. Ensuring that patients are informed of their appointments or any changes to those appointments are communicated in a timely way.

There are multiple administration tasks carried out by the clinical team that will require your skills to manage instead. Managing clinics and appointments will be a key component of the job. There is also a new clinical database which will require populating and maintaining accurately so that reports can be generated as required and information supplied to NHS England, the local ICB and internally to other departments within the Trust.

You will need to prioritise tasks and be flexible and adapt to the needs of the service on a daily basis. You will need to work with policies and guidelines but also use your initiative to complete tasks without direct supervision.

INTERVIEWS WILL BE HELD ON 9th JANUARY 2025

Main duties of the job

The role will involve arranging and monitoring clinic appointments and groups to ensure best use of resources and efficiencies in service delivery. Work with the clinical team to best utilise clinic time and reduce DNA rates. Review data outputs from clinics and ensure that waiting lists and appointments are validated and correct on the PAS system.

Act as a point of contact for patients needing to change appointments or who need to contact the Diabetes Nursing Service for help and advice. If necessary, cancel at short notice nurse clinics and inform patients of the change. Book short notice appointments when there are patient cancelations or reschedules an appointment. Ensure that all appointments are outcome forms are completed and entered into the system. Support the diabetes nurses with typing letters and other correspondence to patients, GP's and other healthcare practitioners.

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

Best services for local people
Best experience of care and best outcomes for our patients
Best use of resources
Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Date posted

09 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

C9365-24-1355

Job locations

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD

The Alexandra Hospital

Woodrow Drive

Redditch

Worcestershire

B987UB

Job description

Job responsibilities

Monitor clinic schedules, patient appointments and resource allocation to ensure optimal utilisation of clinic time.

Identify bottlenecks or inefficiencies in appointment scheduling are resource allocation.

Develop and implement strategies for filling cancelled appointment slots and collaborate with frontline staff to quickly reassign cancelled slots.

Utilise reminder systems and patient outreach to minimise appointment cancellations.

Analyse the data to identify trends and patterns in DNA.

Implement measures to reduce DNA's such as appointment reminders, patient education, or rescheduling options and ensuring patient information is accessible to all.

To deal with the day to day incoming referrals. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected.

To set up and manage the messages received to the diabetes helpline: logging and passing messages to the clinical nursing team and assist with any actions arising from the message.

To ensure that the patients receive the correct instructions and correspondence related to the appointment.

To work with the nurse lead to review and change any letter templates.

To ensure clinical diaries on PAS are outcomed at the end of each day and outcome forms are fully completed.

To cancel and reschedule patient or whole clinics in the event of sickness / unforeseen circumstances requiring last minute changes.

To regularly review the outpatient waiting lists to ensure the it is accurate and up to date, identifying any potential referral to treatment "RTT" clock breaches, incorrect clock data and ratify the unoutcomed appointments on a weekly basis informing the appropriate team leader of any issues.

On a monthly basis validate any patients that are showing as having waited longer than an agreed timeframe.

To make new appointments as appropriate from the partial booking system for all patients referred, often at a quick turn around time.

To receive patients at clinic reception, checking details and booking onto the patient administration system. Booking patients out of clinic and/or making follow up appointments as directed by the nurses.

To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the management of messages received by the digital platforms e.g. the trust SMS text system.

To maintain an accurate filling system for patient records to facilitate retrieval as necessary.

To work with the clinical nurse specialists in setting up the data entry for the new Diamond data base, ensuring data is accurate and entered in a timely way.

To manage telephone enquiries from patients, relatives Medical Practitioners and consultants ensuring that appropriate action is taken including passing on messages to clinical nurse specialists.

To telephone patients sometimes at short notice to offer appointments or reschedule appointments.

To ensure that letter, telephone and face to face communication with patients, colleagues and mangers id professional, timely in line with health records polices and procedures.

To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are escalated to the lead Nurse for Diabetes.

To monitor all outpatient clinics to ensure that all slots are utilised to the maximum and where necessary, fill any vacant slots and prevent the overbooking of clinics.

Liaise with colleagues to ensure there is adequate cover during holiday periods and where possible sickness.

To ensue that all policies and procedures are adhered to and training is undertaken when new policies and procedures are implemented. In particular those for health records, confidentiality and information security.

To participate in yearly appraisal.

To make notes available to the legal department as required.

To report any maintenance problems to appropriate agencies.