About this role
Job summary
Waterloo Medical Centre is a Primary Care provider based on Waterloo Road in Blackpool. Our services are diverse, forward-thinking enabling us to deliver care to meet local priorities in relation to deprivation, chronic disease, improved access, migration from secondary care and more efficient commissioning.
We provide high quality general medical care to a registered list of over 12,000 patients, through our dedicated team of clinical, administrative and management professionals. It is also part of a Primary Care Network alongside Bloomfield Medical Centre serving a population of 30,000 patients across both practices.
The Care Co-Ordinator will be expected to assist clinical personnel in the care of practice patients to include treatment, preventative care, screening, and patient education. The post will also include some administrative duties. The Care Co-Ordinator will act as a focal point of communication between patients, and other clinical and non-clinical members of the practice.
Working closely with GPs and practice teams to manage a caseload of patients, acting as a central point of contact to ensure appropriate support is made available to them and their carers; supporting them to understand and manage their condition and ensuring their changing needs are addressed. This role will also have responsibility for complaints management, and co-ordinating complaint investigations.
Main duties of the job
Work with people, their families and carers to improve their understanding of the patients condition and support them to develop and review personalised care and support plans to manage their needs and achieve better healthcare outcomes.
Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care.
Monitoring and tackling child immunisation uptake to ensure timely delivery of the vaccination schedule.
Support people to take up training and employment, and to access appropriate benefits where eligible; for example, through referral to social prescribing link workers.
Work collaboratively with GPs and other primary care professionals within the Primary Care Network (PCN) and practice to proactively identify and manage a caseload, which may include patients with long-term health conditions, and where appropriate, refer back to other health professionals.
Complaints Management
Receive, log, and acknowledge complaints within required time frames.
Co-ordinate complaint investigations, ensuring accuracy, fairness and timely completion.
Maintain the central complaints log and ensure all entries are up to date.
Ensure all complaints are handled in line with organisational policy, regulatory requirements, and Duty of Candour principles.
Keep all central logs updated for compliments and patient feedback.
About us
Waterloo Medical Centre is a Primary Care provider based on Waterloo Road in Blackpool which is part of Blackpool South Central Primary Care Network alongside Bloomfield Medical Centre. The population of the network is 30,000. Our services are diverse, forward-thinking enabling us to deliver care to meet local priorities in relation to deprivation, chronic disease, improved access, migration from secondary care and more efficient commissioning.
We provide high quality general medical care to a registered list of over 12,000 patients, through our dedicated team of clinical, administrative and management professionals.
Job description Job responsibilities
JOB DESCRIPTION
JOB TITLE: Care Co-Ordinator
RESPONSIBLE TO: Primary Care Network Manager
BAND: Agenda for Change Band 4
HOURS: TBC
Role of The Service
Waterloo Medical Centre is a Primary Care provider based on Waterloo Road in Blackpool. Our services are diverse, forward-thinking enabling us to deliver care to meet local priorities in relation to deprivation, chronic disease, improved access, migration from secondary care and more efficient commissioning.
We provide high quality general medical care to a registered list of over 12,000 patients, through our dedicated team of clinical, administrative and management professionals.
Job Summary
The Care Co-ordinator will be expected to assist clinical personnel in the care of practice patients to include treatment, preventative care, screening, and patient education. The post will also include some administrative duties. The Care Co-ordinator will act as a focal point of communication between patients, and other clinical and non-clinical members of the practice.
Job Responsibilities
Working closely with GPs and practice teams to manage a caseload of patients, acting as a central point of contact to ensure appropriate support is made available to them and their carers; supporting them to understand and manage their condition and ensuring their changing needs are addressed.
Responsibilities
Work with people, their families, and carers to improve their understanding of the patients condition and support them to develop and review personalised care and support plans to manage their needs and achieve better healthcare outcomes.
Help people to manage their needs through answering queries, making, and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care.
Assist people to access self-management education courses, peer support, health coaching and other interventions that support them in their health and wellbeing, and increase their levels of knowledge, skills and confidence in managing their health.
Support people to take up training and employment, and to access appropriate benefits where eligible, for example, through referral to social prescribing link workers.
Provide co-ordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals; helping to ensure patients receive a joined-up service and the most appropriate support.
Work collaboratively with GPs and other primary care professionals within the Primary Care Network (PCN) and practice to proactively identify and manage a caseload, which may include patients with long-term health conditions, and where appropriate, refer back to other health professionals.
Support the coordination and delivery of multidisciplinary teams with the PCN.
Raise awareness of how to identify patients who may benefit from shared decision making and support staff and patients to be more prepared to have shared decision-making conversations.
Act as a service champion for veterans, cancer, digital access
Assist the end-of-life team in managing caseload
The above list of duties and responsibilities is not intended to be fully comprehensive and may be amended to take account of changing circumstances or requirements following consultation with the post holder.
Confidentiality
In the course of your duties you may have access to confidential information about patients, staff, or health service business. On no account must such information be divulged to anyone who is not authorised to receive it. Confidentiality of information must be preserved at all times whether at or away from work. Safeguarding
You will work in a way that prevents and protects those under your care through mandatory training, you will be aware of the signs of abuse or neglect and records and report any concerns or incidents to the relevant safeguarding leads within the organisation.
General Data Protection Regualtions 2018
Carry out any requirements within the duties applicable to the Data Protection Act, 1998.Health And Safety At Work Act, 1974
Observe all responsibilities and carry out all duties, whether general to all employees or specific to the post, relating to Health and Safety in accordance with the Practice and Departmental Safety Policies and any statutory requirements.Clinical & Corporate Governance/Quality Assurance
All employees are expected to comply with the clinical and corporate governance arrangements of Waterloo. Every employee is personally responsible for the quality of the work, and standard of care, which they individually provide. It is their duty to seek to attain the highest standards achievable both individually and collectively within their knowledge, skills, and resources available to them. Outside Employment/Outside Interests
If you have other work or outside interests, this must not conflict with your duties and responsibilities of you attendance for work as an employee of the Practice.
It is a condition of appointment that you must inform your manager before taking up of any private practice, work for outside agencies or other employers, other work for this Practice (including bank work), voluntary work or outside interests you have or propose to have. This is to ensure there is no question of it creating a conflict of interest with your NHS duties. You must also therefore seek your manager's approval before taking on any such other work or outside interest at any time after entering employment.
Working Time Directive
You are required to comply with the regulations governing working time and to any locally agreed associated arrangements.
Harassment And Bullying
The Practice condemns all forms of harassment and bullying and is actively seeking to promote a work place where employees are treated with dignity, respect and without bias.
Equal Opportunities
In all the foregoing text any reference to one gender whether direct or implied equally includes the opposite gender unless specifically stated to be otherwise.
Fire Training
Each member of the staff has a statutory obligation to attend a Fire Lecture each year. It is the responsibility of each member of staff to ensure that they comply with this legal requirement.
No Smoking PolicyWaterloo has a no smoking policy
Disclosure/Criminal Record (DBS)This post will be subject to enhanced disclosure under DBS.
Occupational Health
Subject to occupational health clearance.
Person Specification
Communication Essential
Excellent oral and written communication skills Excellent interpersonal skills
Personal Essential
Highly organised Flexible Able to prioritise Highly observant Commitment to personal and professional development
Qualifications Essential
Maths and English GCSE Grade A-C (4-9) or equivalent
Desirable
Health and Social Care NVQ / Management NVQ or equivalent
Teamwork Essential
Commitment and experience of multi-disciplinary team approach to care Proven ability to lead and motivate a team
Experience Essential
Experience of working withing primary care Experience of working within an administrative department
Desirable
Experience of working with QOF and/or associated quality contracts Experience of working in general practice
Skills and Knowledge Essential
An ability to use own judgement and work independently Ability to work without direct supervision and determine own workload priorities Ability to coordinate across multiple departments / members of a team Excellent organisational skills Knowledge of local pathways including community services, secondary care and voluntary sectors An understanding of how general practice operates Knowledge of health promotion strategies, national screening programmes and immunisation schedules An awareness of QOF and associated requirements Excellent communication skills and experience of patient liaison Strong IT skills EMIS ready Good interpersonal skills Motivated forward thinker Experience of dealing with complaints
Desirable
Understanding of the GMS Contract, QOF and Enhanced Services Knowledge of the public health issues in the local area Demonstrable organisational skills in a health care setting
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 Waterloo Medical Centre
Address Waterloo Medical Centre
178 Waterloo Road
Blackpool
Lancashire
FY4 3AD
United Kingdom
Employer's website https://www.waterloomedical.co.uk/ (Opens in a new tab)