About this role
Job summary
Job Summary
(1) To provide discharge support service for identified cohort of patients at King's College HospitalDenmark Hill (2) To provide a single point of access and to proactively support patients on waiting lists to ensure thatthey have access to the right advice, information and materials to help them 'wait well' (3) To manage the performance of the team delivering care navigation and discharge support
Main duties of the job
Main Duties and Responsibilities
1. To establish and oversee discharge support service for identified cohort of patients at King's College Hospital Denmark Hill 1.1 To develop ways of working, communication materials and standard operating procedures for elective communication pathway and discharge support for staff and volunteers 1.2 To work closely with the discharge coordinators at Denmark Hill to review/ triage incoming requests for support 1.3 To engage with eligible patients prior to their discharge from hospital to understand their support needs to manage individual health and wellbeing needs 1.4 To manage personal caseload, carrying out duties and delivering service and outcomes as specified in the relevant Standard Operating Procedures 1.5 To deploy resources available to complete basic tasks that support timely discharge of eligible patients. These may include but not limited to: ? collecting, copying keys ? food shopping ? checking safety of property prior to discharge ? activating pendant alarms ? accepting equipment deliveries ? liaising with family/ friends on behalf of patients? signposting to support available within community 1.6 If necessary, to provide ongoing support tailored to individual needs for up to 4 weeks, including a telephone call or home visit within 72 hours of the patient discharge 1.7 To train, support and deploy volunteers within the hospital and in the community
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description Job responsibilities
2. To provide a single point of access and to proactively support patients on waiting lists toensure that they have access to the right advice, information and materials to help them waitwell 2.1 To triage incoming calls, using a risk assessment framework and initiate appropriate responseaccording to protocols and individual pathways, using good communication skills, basic clinicalawareness and appropriate tools and procedures, liaising as appropriate when non routine and refercomplex decisions to the team for assessment and review 2.2 To provide basic telephone advice and refer on or signpost to other sources of support. 2.3 To support the team, including staff and volunteers, to make pre-planned outbound telephone callsto patients to support with completion of pre-assessment questionnaires and to assess ongoingneeds to enable a proactive prevention approach2.4 To demonstrate the ability to recognise and respond appropriately when faced with a suddendeterioration or an emergency situation, alerting the team or enabling rapid response as appropriate2.5 To communicate and signpost to appropriate needs related information. To guide patients throughthe use of self-assessment resources, where available. 2.6 To support patients to access appropriate information and support, by signposting to a range ofsupport services and take an approach which helps people to self-manage where appropriate2.7 To encourage and support active and healthy lifestyle choices 2.8 To coach patients and carers to understand what signs, symptoms or situations to be aware of thatwould indicate concern and how to make contact when they feel that their condition or needs havechanged, including what to do out of hours2.9 When required, to support the delivery of an effective MyChart support
For detailed job description and main responsibilities of the role, please refer to the documents attached.
Please note that due to anticipated high demand, this vacancy may close before the advertised deadline.
Person Specification
Education and qualifications Essential
Educated to Master's level in relevant health related subject/ professional qualification; or graduate with significant experience and evidence of working at this level Evidence of continuing professional development
Desirable
Conflict resolution training
Knowledge and Experience Essential
Significant experience of working within complaints or in a customer facing role with track record of answering and resolving queries over the phone Experience and understanding of evaluating and measuring the performance of health services Experience of dealing with highly-charged and emotional situations that involve patients, relatives, carers and the public Experience of working collaboratively with multidisciplinary and multi-agency teams
Desirable
Experience of managing teams and a track record of delivering against Key Performance Indicators in a highly pressured environment
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.
Certificate of Sponsorship 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).
Employer details Employer name King's College Hospital NHS Foundation Trust
Address King's College Hospital NHS Foundation Trust
Denmark Hill
London
SE5 9RS
United Kingdom
Employer's website https://www.kch.nhs.uk/ (Opens in a new tab)