Outpatients Supervisor | London North West University Healthcare NHS Trust
| Posting date: | 29 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £29,460 - £31,909 pa Inclusive of High Cost Area Supplement |
| Hours: | Full time |
| Closing date: | 29 May 2024 |
| Location: | Southall, UB1 3HW |
| Company: | London North West Healthcare NHS Trust |
| Job type: | Permanent |
| Job reference: | 6233720/337-NP-7705SM |
Summary
The post holder will provide day-to-day operational management of the reception administration team and ensure there is adequate cover for each reception area and service. The post holder will support the General Manager and Service Managers in delivering the Trust’s key performance targets for the Outpatients Department through effective and flexible use of physical resources. The post holder is expected to ensure that all duties are carried out in timely fashion and to a high professional standard whilst delivering a friendly, patient-centred service.
• Be responsible for “on-the-floor” activities and available to assist the team when necessary
• Support the team and uphold departmental and Trust Policies
• Regularly monitor the well being of team members
• Ensure that all appointment lists are completed appropriately and in a timely fashion
• Be fully versed in all systems used by the team and able to troubleshoot any issues
• Regularly communicate with a wide range of stakeholders such as patients, carers, GPs, clinicians, nursing staff, colleagues from different specialties and other professionals on a range of matters. This communication could be verbal, telephonic, MS Teams, written or electronic
• Communicate in a manner that is consistent and in keeping with Trust policies and procedures ensuring a positive image of the service is maintained at all times
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
MANAGEMENT / LEADERSHIP
• Provide day-to-day line management and leadership of all team receptionists
• Be responsible for training and maintaining the teams’ skill levels
• Conduct staff appraisals, including objective setting
• Ensure all mandatory training for the team is up to date and recorded on ELMS
• Create and implement processes to improve working efficiencies and enhance patient care
• Be responsible for making sure that staff adhere to rotas
• Provide regular updates to management when areas of concern are identified
FINANCIAL RESPONSIBILITY
• No direct budget responsibilities
• Ensure appropriate and effective use of resources and request additional resources via the correct avenues
• Support the Trust on annual savings programmes
INFORMATION PROCESSING
• Monitor daily inputting of data onto Trust systems, ensuring all data is recorded accurately and in a timely manner and train staff as and when required
• Monitor and audit request lists for Outpatients and discuss priorities with teams on a daily basis reporting any problems to the management team
• Ensure the safe storage of data and information in accordance with Trust policies
SERVICE IMPROVEMENT
• Manage own workload, seeking clarification from a line Manager when required
• Actively support system changes, service improvement projects and service redesign projects on an on-going basis
• Implement new procedures and ensure staff understand and are trained to required levels
QUALITY
• Adhere to policies and procedures within Outpatients at all times
• Maintain a robust approach to data quality and patient confidentiality whilst handling confidential, complex and sensitive patient clinical information
• Act responsibly as a team member and leader, reporting/solving problems as they arise
• Uphold a high level of attention to detail at all times due to the varied number of tasks required to deliver the range of services provided by the reception team
GENERAL DUTIES OF ALL LNWUH STAFF
• Undertake other reasonable duties, appropriate to the band, when requested by Senior Staff
• Be familiar with and comply with all Trust and departmental policies, procedures, protocols, guidelines and HEART values
• Be aware of and work toward the Trust’s strategic goals
ADDITIONAL RESPONSIBILITIES
INFORMATION GOVERNANCE
All NHS workers must abide at all times by the Confidentiality: NHS Code of Practice document issued by the Department of Health, and follow the relevant confidentiality and privacy policies specifically adopted by the Trust. Information relating to patients, employees and business of the Trust must be treated in the strictest confidence and under no circumstances should such information be discussed with any unauthorised person(s) or organisations. All information collected, stored and used must be done so in compliance with the Data Protection Act, the Freedom of Information Act (2000) and all relevant Trust Policy. Breaches of confidentiality or information governance protocol may lead to disciplinary action.
INFORMATION SECURITY
All staff must adhere to the requirements of the Trust’s Information Security Policy, which covers the deployment and use of all of the Trust’s electronic information systems (i.e. all computers, peripheral equipment, software and data). In serious cases, failure to comply with the Policy may result in disciplinary action and could also result in a criminal offence.
HEALTH AND SAFETY AT WORK Act (1974)
You are required to take reasonable care for your health, safety and welfare and that of other people who may be affected by your actions or omissions. These responsibilities apply at all times whilst you are at work or on duty and apply to all Trust premises and also whilst working in the community or on any other Trust business.
EQUAL OPPORTUNITIES AND EQUALITIES LEGISLATION
It is the policy of London North West Healthcare NHS Trust that no user of service, present or future employee or job applicant receives less favourable treatment on the grounds of their sex, perceived or actual sexual orientation, marital status, race, religion or belief, age, creed, colour, nationality, national origin, ethnic origin, or disability, or on the grounds of their association with someone in one of these groups; nor is disadvantaged by any conditions or requirements which cannot be shown to be justified.
PATIENT & PUBLIC INVOLVEMENT
Section 11 of the Health & Social Care Act 2001, places a duty on NHS organisations to involve and consult patients, the public and other stakeholders in the planning and ongoing development of services. It is the responsibility of each member of staff, clinical and non-clinical to appropriately involve and consult patients, the public and other stakeholders.
RISK MANAGEMENT
You are required to contribute to the control of risk and use the incident reporting system to alert the Trust of incidents or near misses that may compromise the quality of services.
CORPORATE / CLINICAL GOVERNANCE
It is the duty of every employee to fulfil their individual clinical governance responsibilities and their expected contribution to ensuring that the Trust complies with benchmarked standards for quality of clinical care.
INFECTION CONTROL AND HOSPITAL-ACQUIRED INFECTION
Infection Control is everyone’s responsibility. All staff, both clinical and non-clinical, are required to adhere to the Trust’s Infection Prevention and Control Policies and make every effort to maintain high standards to infection control at all times thereby reducing the burden of Healthcare Associated Infections including MRSA. In particular all staff have the following key responsibilities:
• Staff must wash their hands or use alcohol hand rub on entry to or exit from all clinical areas and between each patient contact.
• Staff members have a duty to attend infection control training provided for them by the Trust.
• Staff members who develop an infection that may be transmissible to patients have a duty to contact Occupational Health.
Safeguarding children and vulnerable adults
We all have a personal and a professional responsibility within the Trust to identify and report abuse. The abuse may be known, suspected, witnessed or be limited to raised concerns. Early recognition is vital to ensuring the patient is safeguarded and any other people (children and vulnerable adults) who may be at risk. The Trust’s procedures must be implemented, working in partnership with the relevant authorities. The sharing of information no matter how small is of prime importance in safeguarding children, young people and vulnerable adults. As an employee of the Trust you have a responsibility to ensure that:
1. you are familiar with and adhere to the Trusts procedures and guidelines for safeguarding children and vulnerable adults
2. you attend safeguarding awareness training and undertake any additional training in relation to safeguarding relevant to your role.
STAFF COMMITMENT TO PATIENT CARE
You are expected to ensure that patients’ needs, experience and safety come first and to treat patients, carers, visitors, and colleagues with dignity and respect.
HEALTH RECORDS
Clinical staff must keep accurate and clear information which is essential for the proper care of patients. Clinical and non-clinical staff who handle or use, case notes are individually responsible for the confidentiality, tracking, filing and good order of the case note at all times as outlined in the Medical Records Policy and the Information Lifecycle Management Policy. For further information refer to; Department of Health website-Records Management; NHS Code of Practice- 2006
NHS CONSTITUTION AND CODE OF CONDUCT FOR MANAGERS
Staff are required to act in accordance with the legal duties and expectations relating to their responsibilities to the public, their patients and colleagues set out in section 3b of the NHS Constitution and pages 98-109 of the Handbook to the NHS Constitution. For Managerial staff, including anyone with supervisory responsibility, the core standards of conduct set out in the NHS Code of Conduct for NHS Managers (2002) or any subsequent amendments.
This list is only an indication of the main tasks required to be performed. It is not an exhaustive list of duties and responsibilities and may be subject to amendments to take account of changing circumstances.
The Trust reserves the right that you may be required to undertake such other duties and/or hours of work as may reasonably be required of you commensurate with your grade at your normal place of work or from another location within the Trust.
This advert closes on Wednesday 8 May 2024