About this role
Job summary
In general - To work as part of the OAC team to undertake all administrative duties required to provide a centralised outpatient appointments service to the Trust and its patients. This includes, but not limited to, various methods of booking specific to various specialities - partial booking, electronic booking and direct booking. To support the achievement of the Government access targets and meet 18 week RTT standards (under direction of Outpatient Appointment Centre Manager). To be proactive in use of statistical information daily from LUNA/REGO and NHS eReferral Service - regarding patient bookings, wait times, breachers for each of the specialities managed within the department. Act as a GP point of contact for non-clinical patient related queries.
Main duties of the job
Ensure that all appointments are booked in line with the current Patient Access Policy and booking criteria.
To answer all written and telephone queries, and resolution within specified timescales, recording and reporting the query details on Cerner and response times will be part of this role. Deal with patients in a mature manner when speaking to them on the phone or via emails. This may sometimes involve dealing with distressed patients and a sensitive and reassuring approach is required in difficult situations as per trust CARES values; and to include detailed understanding of the principles of patient confidentiality, data protection and safeguarding.
To highlight referrals that require urgent attention and deal with them properly. This can sometimes involve discussions with the clinical teams directly to arrange where the patient needs to be booked. This also involves rapidly highlighting capacity concerns in the urgent and two-week rule (2WW) / suspected cancer pathways to ensure patients are seen according to clinical priority and also that the trust achieves the national cancer targets.
Act as a single point of contact to GP practices and referrers - to communicate various agreed work procedures, guiding and advising the GP Practice on most appropriate referral route, and communicate the clinically returned/rejected referrals.
About us
The Hillingdon Hospitals NHS Foundation Trust is the only acute hospital in the London Borough of Hillingdon and offers a wide range of services, including accident and emergency, inpatient care, day surgery, outpatient clinics, and maternity services. The Trust's services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit, and outpatient clinics.
The safety and well-being of our patients and staff is paramount and we are making urgent improvements to address this - particularly in infection prevention and control. We are making progress by working in partnership with local GPs, charities, community services, academic partners, our local authority, neighbouring hospitals, and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are focused on ensuring that our hospitals provide high quality, safe, and compassionate care, while we drive forward with the building of the new Hillingdon Hospital.
We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.
Job description Job responsibilities
To undertake evidence-based audit projects to develop and enhance personal and teams clinical practice within each rotation. Make suggestions to clinical lead/manager of service for changes to practice by the team. Will assist in the implementation of specific changes to practice or contribute to service protocols.
Areas of potential working includes: o Medicine and surgery*: ITU, critical care, medical wards, Respiratory Outpatients and Paediatric respiratory care
o Orthopaedics, and discharge ready ward
Acute Older Adults team o Frailty team
o The Stroke Unit
o Acute Medical Unit
o Specialist Neuro Rehab
There may be a requirement in the future for a working pattern 5 days out of 7, on a rostered basis which will include some weekend working
Person Specification
shortlist Essential
criteria
SHORLIST Essential
SHORTLIST
Desirable
SHORTLIST RESERVE
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.
Employer details Employer name The Hillingdon Hospital NHS Foundation Trust
Address Patient Access Administrator
Mount Vernon Hospital site
Uxbridge
UB8 3XX
United Kingdom
Employer's website https://www.thh.nhs.uk/index.php (Opens in a new tab)