Colorectal Cancer Patient Support Administrator - Torquay, United Kingdom - Torbay and South Devon NHS Foundation Trust

Torbay and South Devon NHS Foundation Trust

Verified Company

Torquay, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Communications and Working Relationships:

Communicate effectively with patients and carers and with a wide range of clinical and non-clinical stakeholders in secondary and community settings Communicate sensitively and compassionately in (potentially) high emotive situations with patients and carers, demonstrating tact, reassurance, empathy, understanding, diplomacy, honesty and integrity Ability to deal with complex and difficult situations and handle difficult question, with an understanding of when to escalate where appropriate Demonstrate an awareness of limits of practice and seek appropriate support and guidance Actively engage with the key voluntary sector and community stakeholders Provide sensitive support and guidance to individuals who contact the Colorectal Cancer Nursing Service Support via multiple mediums i.e.

face to face, telephone and MS teams Support information delivery to patients and carers on a wide range of matters and recognise when onward referral is required Assist in the triage of incoming phone calls and occasional drop ins.

This will include consideration of callers information and support needs, provision of verbal and written information, supportive listening, action planning and signposting to available services and support Support the team with day-to-day running of the service and support clinical teams when required i.e.

by providing information, responding to queries and attending meetings.

Key relationships will be with:

Patients and carers Primary Care The local community/public Lead Cancer Nurse Cancer Services Manager Consultants and other medical/nursing staff Cancer Nurse Specialists The Lodge Cancer Support and Information Centre staff Wider Cancer Services Team Community teams and services Trust administrative staff Lodge volunteers Planning and organisational skills Support the Colorectal Cancer Nurses in co-ordinating the day to day running of the information and support services.

To support data collection to facilitate service improvements, quality and audit. Organise and prioritise the designated workload in relation to identified needs. Organise appointments as required.

Make pre-planned outbound calls to patients to assess on going needs to enable a proactive prevention approach.

Analytical and judgemental skills Escalating complex decisions/queries to the Clinical Nurse Specialists for assessment and review Ensure situations or enquiries requiring specialist intervention are referred appropriately and in a timely fashion Demonstrate the ability to recognise and respond appropriately when faced with an individual in crisis and to act as appropriate, knowing when to signpost or refer onwards.

Identify indicators of need or changes in need through telephone contact and respond appropriately.

Responsibility for patient and client care To proactively identify patient and carer needs using the appropriate assessment and process to ensure that people get the right support to meet their needs.

The role requires use of judgment in responding to the needs of individuals.

The level of judgment required relates to identifying the complexity of the situation, providing appropriate advice and escalating to the Cancer Nurses, clinical team, community team where appropriate.

To signpost patients/carers directly to information resources to support people in making decisions about aspects of their own care, enable independence and support self-management as appropriate.

Support the delivery of patient and carer information around topics such as reducing the risk of cancer and living with cancer and beyond treatment.

Support patients and carers to understand what signs, symptoms or situations to be aware of that would indicate concern.

Support and inform patients and carers to understand how to make contact when they feel that their condition or needs have changed, including what to do out of hours.

Policy and service development Support the Clinical Nurse Specialists with service review of this innovative new model of care and service provision Contribute to the continuous improvement and development of the service, identifying areas for change / improvement, suggesting new approaches and implementing changes in practice identified through other routes, such as surveys.

Responsibility and accountability Identify personal education needs and skills development.

Maintain absolute patient confidentiality at all times in accordance with Trust policy and the legal framework such as the Data Protection Act.

Attend corporate induction, participate and complete ongoing mandatory training including attendance at mandatory training sessions as directed. Participate in the Performance Development Review process (appraisal) in line with National and Trust Policies.

Information Technology/System Utilisation:

Provide administrative support to the CEA tracker service, ensuring blood tests required are actioned and documented on the appropriate IT systems.

Maintain accurate