Patient Experience Clerk - Swindon, United Kingdom - Great Western Hospitals NHS Foundation Trust

Great Western Hospitals NHS Foundation Trust
Great Western Hospitals NHS Foundation Trust
Verified Company
Swindon, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Responsible for induction, training and development of all administration staff, identifying training needs and developing plans to ensure staff knowledge and skills remain at the appropriate level to deliver the expected standards for their roles.

Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a smile at all times.

Operationally responsible for day to day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.

Ensure all patients attending clinic have a completed outcome entered in CareFlow, Partial or manual.


In conjunction with the Administration Lead, responsible for ensuring staff performance is maximised by working on innovations, efficiency savings and service changes.

Developing team morale and motivation through effective communicated both up and down the management structure. Maintaining accurate records of administration staff for annual leave, sickness, one to one meetings, appraisals and mandatory training.

Representing Outpatient Services by providing a high quality Patient Experience for patients attending Outpatient areas at all times at all points of contact, acting as first point of contact for any enquiries from patients, staff, service users and any external agencies such as GPs or residential homes.


Assisting with implementation of service redesign and change management, focusing on a patient centred approach to delivery, liaising with the Administration Lead and Clinical Services Manager to support and contribute to improving and developing Outpatient Services.

Assisting with workforce reviews and implementing plans to reflect changes in short and long term service needs. Responsible for establishing and maintaining excellent communication with key working partners across departments and divisions. Ensuring that their needs and views are taken into account in the planning and monitoring of departments activities.

Responsible for policy implementation for the Outpatient Administration services. Responsible for monitoring compliance with information governance and other mandatory policies relating to administrative work.

Deal sensitively with patients face to face and on the telephone, especially when dealing with issues of a highly sensitive nature.

Support and calm patients who are anxious and complaining about the service they have received, ensuring that all barriers (patients who are hard of hearing/patients who do not have English as their first language) are overcome and that patients are not left anxious or distressed.


Communicate effectively to persuade and influence senior clinical staff to support required objectives Responsible for coordinating outpatient patient information and clinic documentation, using patient and staff feedback to ensure information and literature is accurate and appropriate.

Follow all relevant departmental Standard Operating Procedures on all functions and tasks related to this role.

Take responsibility for informing your line manager, departmental managers or senior managers of any concerns you have regarding workload or timescales to complete your work.

Follow Trust policy on IT usage, information governance and patient confidentiality, ensuring all patient or person identifiable information is collected, securely filed or disposed of daily and appropriately.


Provide cover for colleagues (of the same band or lower band) by being flexible to work at other areas of the Outpatient departments (including booking centre and medical records) at short/planned notice Responsible for effective communication between inter-disciplinary teams so that there is a smooth and timely flow of accurate information.

Support the training of colleagues in outpatient processes and procedures, and help to induct new employees to your teams/departments.
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