Job summary
We are looking for full and part time Care Navigators to join our team at Urgent Treatment Centre (UTC).
You will be joining the Tower
Hamlets Urgent Treatment Centre based at the Royal London Hospital. The team is
made up of health care professionals and clerical staff.
The Postholder will be responsible for the
navigation of patients in the Urgent Treatment Centre (UTC), Single Point of Access (SPA) and GP Out of Hours services. You will be providing support to
patients, medical staff, nursing staff and the management process, maintaining
a customer focused service and to work closely with colleagues within the team.
The role is multifaceted and as a priority provides real-time computer entries
on various systems, including admission, discharge, transfer, and working in a
call centre environment. The Postholder will cover reception areas in the
UTC and the small SPA call centre on rotation.
Please note that this is a 24/7
service and successful candidates will be expected to participate in this rota,
working days/nights/ weekends/bank holidays.
Postholder will need good customer service skills and the ability to work in a busy environment.
Main duties of the job
- Welcome and registration of patients
streamed to the Urgent Treatment Centre and 111.
-
Assist unregistered patients to register with a GP where appropriate.
- Book appointments/signpost to the
appropriate healthcare setting (own GP, GP Access Hubs, Out of Hours GP,
community services including general dental practitioners and pharmacists).
- Where referral to a healthcare professional
is not required, offering pathways services to ensure the patient is guided
appropriately to other services/organisations including PALS and the third
sector, social care, community services, voluntary sector, and other
independent providers such as pharmacies.
- Support the care of patients alongside
clinicians, including undertaking blood pressure measurement and other key
patient assessments.
- Take responsibility for the clinic
environment ensuring that supplies are topped up, clinic rooms are appropriate
About us
Tower Hamlets GP Care Group (The Care Group) was incorporated as a community interest company limited by shares in September 2014. Every general practice in Tower Hamlets owns one share of £1. The Care Group was formed to manage borough level contracts on behalf of the practices, deliver primary care led services and support general practices, and to be the provider voice of primary care in the wider health and social care system.
Read up more about Tower Hamlets here: http://www.towerhamlets.is/
The Care Group is also a member of Tower Hamlets Together, a place-based integrated partnership, which includes Bart's Health, East London NHS Foundation Trust, the London Borough of Tower Hamlets and the Council for Voluntary Services.
The key priorities for the Care Group are:
- Innovation and support for primary care
- Being a great place to work
- Integrating primary and community care
- Providing of high-quality cost-effective care to local people
- Influencing improvements in health outcomes
Job description
Job responsibilities
-
To develop a thorough
knowledge of the GP Care Group and to work in accordance with written
protocols.
-
To provide excellent customer
care, demonstrating empathy;
patience and an holistic approach to client/patient
care, with commitment to building effective working relationships.
-
To have good written
and verbal communication skills, with the ability to communicate with a wide range of providers and users
of services, including patients; carers; voluntary; social; primary and
secondary care providers.
-
To have a sound and up to date knowledge of local health and social care policy, together with service availability
and how to access those services.
-
To access an accurate database
of services available for clients/patients.
-
To understand, and be able to disseminate, health
promotion information, using this to identify clients who might benefit
from these services and to signpost accordingly.
-
To keep accurate records of all
client/patient contacts, using the organisation databases and templates as directed, updating as necessary.
-
To understand the common needs and
safeguarding issues of vulnerable patient groups, including the elderly;
housebound and those with long-term conditions, including physical and mental disabilities.
-
To work with clinicians, in the
care of patients facilitating a variety of patient tests as appropriate.
-
To enable the clinical areas to
be appropriately stocked of relevant equipment on a daily basis.
-
To understand the legal;
ethical and regulatory principles of the NHS and know personal boundaries and when to seek help.
-
To be aware of own impact in
the process of care; the need for reflection on practice and resilience when
faced with challenging situations.
-
To understand the importance of
confidentiality.
-
To respond appropriately in
emergency situations.
-
To report any incidents that
might compromise health and safety for self, other staff or customers/patients.
-
To assist in the training of
other colleagues where appropriate.
-
Other liaison/health
promotion activities as agreed with the organisation
Job description
Job responsibilities
-
To develop a thorough
knowledge of the GP Care Group and to work in accordance with written
protocols.
-
To provide excellent customer
care, demonstrating empathy;
patience and an holistic approach to client/patient
care, with commitment to building effective working relationships.
-
To have good written
and verbal communication skills, with the ability to communicate with a wide range of providers and users
of services, including patients; carers; voluntary; social; primary and
secondary care providers.
-
To have a sound and up to date knowledge of local health and social care policy, together with service availability
and how to access those services.
-
To access an accurate database
of services available for clients/patients.
-
To understand, and be able to disseminate, health
promotion information, using this to identify clients who might benefit
from these services and to signpost accordingly.
-
To keep accurate records of all
client/patient contacts, using the organisation databases and templates as directed, updating as necessary.
-
To understand the common needs and
safeguarding issues of vulnerable patient groups, including the elderly;
housebound and those with long-term conditions, including physical and mental disabilities.
-
To work with clinicians, in the
care of patients facilitating a variety of patient tests as appropriate.
-
To enable the clinical areas to
be appropriately stocked of relevant equipment on a daily basis.
-
To understand the legal;
ethical and regulatory principles of the NHS and know personal boundaries and when to seek help.
-
To be aware of own impact in
the process of care; the need for reflection on practice and resilience when
faced with challenging situations.
-
To understand the importance of
confidentiality.
-
To respond appropriately in
emergency situations.
-
To report any incidents that
might compromise health and safety for self, other staff or customers/patients.
-
To assist in the training of
other colleagues where appropriate.
-
Other liaison/health
promotion activities as agreed with the organisation
Person Specification
Skills and Abilities
Essential
- Able to relate to, and work with, all professional and non-clinical staff within the organisation. Able to demonstrate an understanding of own impact on the process of care, and resilience when faced with challenging situations.
Qualifications
Essential
- Minimum GCSE English and Maths or equivalent.
Knowledge
Essential
- Awareness of local health and social care system and range of pathways available in primary care.
Experience
Essential
- Experience in reception or administrative role with customer contact and evidence of ability to use initiative and work Independently.
Skills and Abilities
Essential
- Confident in communication methods and able to communicate effectively with a range of customer and provider groups.
Person Specification
Skills and Abilities
Essential
- Able to relate to, and work with, all professional and non-clinical staff within the organisation. Able to demonstrate an understanding of own impact on the process of care, and resilience when faced with challenging situations.
Qualifications
Essential
- Minimum GCSE English and Maths or equivalent.
Knowledge
Essential
- Awareness of local health and social care system and range of pathways available in primary care.
Experience
Essential
- Experience in reception or administrative role with customer contact and evidence of ability to use initiative and work Independently.
Skills and Abilities
Essential
- Confident in communication methods and able to communicate effectively with a range of customer and provider groups.
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.
