Ward Clerk
JOB PURPOSE Administrative and clerical support to the ward Multi-disciplinary team on shift across the 7-day week Clear and effective communication with multi-disciplinary team and volunteers on the shift (internal and external to the Hospice) Update patient data on computer Provide excellent customer care including meeting and greeting patients and their loved ones KEY ACCOUNTABILITIES & RESPONSIBILITIES Operational To provide a physical presence at the Inpatient Unit reception desk, meeting and greeting patients and their loved ones, including assisting with any patient queries and supporting any visitors or patients who may be distressed.
To work within the hospice and service protocols and procedures to deliver a quality administration service for the Inpatient Unit. To take telephone calls from patients, their loved ones, health professionals and support services, sharing the relevant sensitive, confidential and complex information and accurately documenting necessary points.To maintain accurate information of the clinical database, particularly with admissions, discharges and deaths Receives admissions, assists with organisation of discharges/appointments communicating with other departments as required. Participates in the induction of staff. Uses the ward NHS email account for out of hour prescriptions, continuing health care information, liaison with outside agencies.
Liaises with internal and external organisations, colleagues and professionals as required Takes the initiative when reporting adverse comments, complaints, untoward incidents and faulty equipment to Senior Ward Staff / Clinical Lead Inpatient Services.
Participates in the collection of data for ward audits as required Demonstrates awareness of the need to implement cost effective measures when using resources Communication Maintain positive and effective communication and relationships with patients, their loved ones and all other professionals to enhance a dignified and high standard of care provision Understanding of the need for effective communication in discussing end of life care with individuals reaching the end of life and those close to them Give information in a sensitive and planned way to allow time and privacy.
Language should be clear and understand- able, avoiding jargon. Written information may be given to family to take away. Communicate complex and sensitive patient information to colleagues within the primary healthcare team and to other multi-disciplinary team members.At all times have an awareness of potential barriers in communication, understanding how to overcome these barriers, to maintain effective communication and equity of service provision. Education and Training Support the induction of new staff.
Support clinical teams in the use of SystmOne Personal Development Take responsibility for own learning and development and participate willingly in training and development activities and proactively identify any training needs and discuss with manager.
KEY WORKING RELATIONSHIPS The main internal and external contacts the post holder will work with includes: Patients and their loved ones To be able to communicate effectively and sensitively when imparting information that could be highly stressful and emotional.
Ensuring effective and honest communication considering the level of understanding, culture and background Line Manager and Colleagues - Communicates clearly and regularly discussing, reporting and sharing key information about patients and their loved ones.
Working collaboratively across the Hospice in the best interests of the patient. Hospice Multidisciplinary Team and Volunteers Work collaboratively across all disciplines and departments to provide timely information to patients and their loved ones ensuring care is effective and coordinated.
Senior Management Team and the Registered manager Work in collaboration to ensure patient quality and safety is a high priority. Frequent contact with external agencies such as Echo Hub, Sussex Community Foundation Trust and Primary Care, Southern Community Trust, Continuing Health Care, Sussex University Hospitals, University of Chichester, Funeral Directors, Nursing agencies and Nursing Homes- Establish and maintain good working relationship with colleagues, so as to provide a comprehensive service to patients and loved ones to enable good liaison and share best practice.
Students across all disciplines providing a learning environment by supporting and providing Systm 1 induction. Trustees and donors ensuring a positive message is communicated about clinical services.