3. ORGANISATIONAL POSITION

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1 JOB DESCRIPTION 1. JOB DETAILS Job Title: Responsible to: Appointment Co-ordinator, Days and Evenings Team Supervisor - Operational Department & Base: Job Reference Number: IM&T Health Information Management Team SS792 Date this JD written/updated: April JOB PURPOSE To provide an efficient high quality, professional and friendly waiting list appointment management and booking service for Consultants, and other members of the multi-disciplinary team for clinics held at various locations across NHS Borders, ensuring that a high quality customer focused care service is maintained at all times, in line with New Ways networking with primary, secondary and tertiary services when necessary. To provide an efficient high quality, professional and friendly reception service at Borders General Hospital at Main OPD, A&E or the Eye Centre for all patients presenting for treatment. 3. ORGANISATIONAL POSITION Senior Health Information Manager Health Records Team Leader Team Supervisor Medico Legal Team Supervisor - Operational Senior Health/ Records Coordinators Medico Legal Support Appointments Co-ordinators Health Records Officers Page 1 of 9

2 4. SCOPE AND RANGE Responsible for booking all New Outpatient appointments for consultant clinics across NHS Borders sites (23,000 per annum), and dealing with all requests from patients to change appointments. Maintain a waiting list of all patients awaiting an appointment, to ensure that all patients are offered appointments within the relevant waiting time guarantee whilst ensuring that waiting times are at a consistent level across all locations and consultants, and individual patients are given appointments at a convenient location. Provision of a reception service for outpatient clinics held in 1. Main OPD /Clinic G, 2. Central Booking 3. A&E Orthopaedics, and 4. Borders Eye Centre. Whilst based in one of the above offices to work flexibly across the Health Records Department to maintain service levels. 5. MAIN DUTIES/RESPONSIBILITIES a. Manage outpatient waiting lists in accordance with NHS Borders New Ways guidelines, add patients to waiting list, remove cancelled entries etc. b. Book new outpatient appointments on the Patient Administration System for all consultant clinics (BGH and periphery), across NHS Borders. [This includes responding to urgent appointments and requests from medical secretaries for new and review appointments.] c. Book review appointments for patients who have just attended or from review waiting lists. d. Book appointments for Waiting List Initiative clinics organised by Waiting Times team. These can be additional clinic sessions that require to be created and filled with patient appointments, sometimes at fairly short notice. e. Provide a central point of contact / facility for all patient requests to change new and review outpatient appointments, applying New Ways procedures as appropriate. f. Maintain outpatient referral letters ensuring that these are married up with patient casenotes for clinic attendances. g. Contact patients by telephone / in writing to inform of clinic cancellations. h. Provide background information on current waiting times for appointments why to whom?. i. Liaise with Waiting Times team on Waiting List issues identifying potential guarantee breaches, capacity shortages, amending waiting list entries etc. and implementing any necessary changes on request. j. Book review appointments for patients attending clinics, or place onto review waiting list as appropriate. k. Welcome patients attending outpatient appointments / Accident and Emergency and provide reception service including entering appropriate details on the Patient Administration System. l. Record appointment outcomes for patients attending clinics (patient discharged, DNA, follow up appointment etc). m. Where patients have failed to attend an appointment without notice, ascertain from responsible clinician / consultant whether a further appointment should be offered or patient should be removed from waiting list. n. Manage inpatient and daycase /inpatient ophthalmic waiting lists in accordance with NHS Borders New Ways guidelines, add patients to waiting lists, remove cancelled entries ensuring that information on PAS is accurate and timely. o. Arrange pre-assessment clinics in accordance with protocols laid down by the Borders Eye Centre. Page 2 of 9

3 p. Select an appropriate mix of patients for operation from the Waiting List in accordance with New Ways rules and also the protocol prepared by the Ophthalmologists, confirming available beds where necessary. q. Administration of case notes which are held in the Borders Eye Centre for patients on waiting lists, make sure relevant paperwork corresponds with the nature of procedure to be undertaken. r. Notify Ambulance Service of Transport requirements. s. Demonstrate and explain practices and procedures to new staff 6. SYSTEMS AND EQUIPMENT 1. Patient Administration System (Trak) / EPEX creation of patient records and records tracking 2. A&E System [Trak] 3. Quick Address System to identify post office addresses 4. MS Outlook , for internal and external communication 5. Emergency Data Base used in the event of PAS not being on line 6. Internet and Intranet for research / intelligence 7. Printers (Report printer, label printer, outpatient letter printer including first level support to wards for label printers) 8. Fax machine and photocopier 7. DECISIONS AND JUDGEMENTS 1 Work is managed, rather than supervised by the Team Supervisor. Uses own initiative to deal with enquiries, seeking advice from more senior staff as appropriate. 2 Agree and co-ordinate appointment dates with patients, and Health Centres to ensure that waiting times targets are met and patients are offered reasonable appointments. 3 To Support optimal utilisation of clinics and eye centre admissions requires:- An understanding and awareness of how each individual consultant wish their clinics templates to be completed, particularly as individual consultants have subtle, but important different requirements as to how their clinics should be booked/operate. Booking of patients to a clinic can require cross checking prior to scheduling to take account of other clinical tests, procedures or examinations that the patient may have already arranged. Working out clinics dates from medical staffing rotas taking into account of when clinics need to be closed due to post on-call sessions 4 Discretion when to apply Waiting List policy rules, and when to make concessions due to individual patient s circumstances. 5 Discretion and confidentiality when answering telephone queries as to what can be disclosed. Making a judgement when a patient contacts the service as to whether to alter the appointment with/without clinical advice or advise patient to contact GP Practice. 6 Managing own work load, using own initiative and act independently, ensuring journey from receipt of referral to patient consultation runs efficiently, also when planning, over-booking and re-scheduling clinics some of which may have to take into account the requirements of particular patient groups 7 To implement minor changes to effect service improvements. 8 To alert clinical staff where concerned about a patient s condition. 9 Also to have the knowledge and understanding if need arises to contact supervisor for advice Page 3 of 9

4 8. COMMUNICATIONS AND RELATIONSHIPS Communicate tactfully verbally with patients regarding appointments and admissions, in particular when cancelling appointments at short notice, applying waiting list policy rules, or waiting times are long. Communicate with reception staff at other clinic locations, secretaries, administrative, nursing staff and consultants within NHS Borders face to face and on the telephone to agree some appointments for patients. Liaise with Nurse Manager regarding planned clinics to enable nurse rotas to be done. Meet with Consultants for in-depth discussions regarding clinics, waiting times etc. when consultants decide to change their clinic templates / timetable. Having a positive and friendly working relationship with colleagues, and management On a daily basis, communicate with patients/relatives/staff, both internal and external, in a polite and courteous manner, particularly at times of pressure. Sympathise with relatives who are informing us of a death. Empathise with patients who complain regarding various problems. Communicate unpleasant news, such as cancelled clinics, length of waiting times etc. 9. PHYSICAL DEMANDS OF THE JOB 1. Coping with multiple demands in a busy office environment 2. Must be physically fit to move boxes of 10 kg and push trolleys of notes 3. Keyboard skills and accuracy 4. Prioritising of workload 5. Remain polite and calm at all times to internal staff and outside callers 10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB 1 To progress planned workload in an environment that is faced with constant interruptions throughout the working day. 2 Ensuring optimal use of outpatient clinics, balancing the competing demands for appointments of urgent referrals / routine referrals / follow up appointments to ensure that patients are seen within appropriate timescales clinically whilst ensuring that waiting times guarantees are met, and patients are offered appointments at appropriate locations. 3 Identifying potential failure to meet waiting times guarantees for individual patients, and potential shortfalls in capacity. 4 Ensuring that Waiting List policies are applied consistently, and fairly to all patients. 5 Dealing with verbal abuse from patients and relatives, e.g. where appointments have been cancelled (by NHS Borders) or when waiting times are long. 6 Cancelling and rescheduling of clinics at short notice 7 Trying to allocate appointment dates for urgent referrals into often already over-booked clinics due to the increase in GP referrals 8 To have the knowledge and competence to action, and process another colleague s specialities to cover in the absence of the colleague due to leave Page 4 of 9

5 11. KNOWLEDGE, TRAINING & EXPERIENCE Knowledge of PAS, casenote procedures, and WT Management Rules, and reception acquired through 1 year s experience and/or qualification at NVQ Level 2 in an administrative subject Training is on the job and takes 9-12 months Good communications skills Good keyboard skills. Sound understanding of medical records filing structures and library systems. This job description is not definitive and may be subject to future amendments following negotiation and consultation. Page 5 of 9

6 Person specification Essential Desirable 1 Qualifications O Levels or Intermediate 2 or Standard Grades Credit Level, or qualification at NVQ Level 2 in an administrative subject Highers 2 Experience Experience of working in a hospital or other similar large organisation Knowledge of TrakCare Patient Management System, casenote procedures, and WT Management Rules, 3 Skills Good keyboard skills including ability to use Web and text data entry computer systems Computer literate in Microsoft Office, Outlook. Excellent organisational skills with the ability to organise personal workload, and prioritise tasks in a busy office environment dealing with patients, staff in person and on the telephone Excellent telephone manner 4 Personal qualities Good memory and attention to detail To work as part of a team Good communication and interpersonal skills in order to deal with members of the public and staff To keep calm even when provoked by telephone callers / in person 5 Research and training Responsible and conscientious attitude to workload N/A N/A 6 Other None None Page 6 of 9

7 TERMS AND CONDITIONS Grade and salary: Hours of work: Annual leave: Public Holidays: Superannuation: Band 2-15,058-17,803 per annum pro rata Fixed term until 31/12/ hours per week 27 days per annum pro rata Details of other types of leave entitlement (such as sick leave) are set out in the Agenda for Change handbooks. 8 days per annum pro rata on dates designated by NHS Borders Details of other types of leave entitlement (such as sick leave) are set out in the Agenda for Change handbook. The post-holder is entitled to join the NHS superannuation pension scheme. If Unsuccessful: If you have NOT heard from us within 4 WEEKS of the closing date, then we regret that your application has not been successful on this occasion. However, we appreciate your interest in working with NHS Borders and your time and effort in completing the application form. We would welcome your application for future posts. Equal Opportunities: In NHS Borders, we believe that all staff should be treated equally in employment. We will not discriminate against any member of staff, or job applicant, on grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation. Trade Union membership. Disclosure checks: We carry out criminal record checks on new staff who fall within certain staff groups within NHS Borders, through Disclosure Scotland. We send out Disclosure Forms to all shortlisted candidates for these staff groups, and ask for these to be completed and returned at interview. If a successful-atinterview candidate forgets to bring their completed form to interview, then they will be required to return the form (and proofs of identity) within 7 days, otherwise the provisional job offer will be withdrawn. Unsuccessful candidates forms will be shredded. The Rehabilitation of Offenders Act does not apply to this post. Mandatory Induction Standards for Healthcare Support Workers in Scotland: Your performance must comply with the Mandatory Induction Standards for Healthcare Support Workers in Scotland and with the Code of Conduct for Healthcare Support Workers (in line with CEL 23 (2010)), both subject to amendment from time to time, which are attached. If, despite ongoing support, you fail to adhere to the Standards or to comply with the code, your performance will be managed in line with the NHS Borders Management of Employee Capability Policy and could result in the termination of your employment with NHS Borders. Page 7 of 9

8 Tobacco policy: We have a Tobacco policy in place. When selecting staff, we do not discriminate against applicants who smoke, but staff must observe our policy on smoking. Hepatitis B: We offer Hepatitis B immunisation through our Occupational Health Service (OHS). If you think you may be at risk of contracting Hepatitis B through your job, you should ask for this immunisation at OHS. If your work involves exposure-prone procedures, you must keep to the document Protecting Health Care Workers and Patients from Hepatitis B, and the NHSiS Management Executive Directive on this issue. You must be immune to Hepatitis B, and if you cannot prove that you are immune, OHS will investigate to find out whether you are Hepatitis B positive or not. Health and Safety at Work: You must take look after the health and safety of yourself and anyone else who may be affected by what you do at work. You must also co-operate with us to make sure that we keep to legal and organisational safety regulations. You can get more information from the NHS Borders Health & Safety Adviser. The closing date for completed application forms is: 5pm on Wednesday 25 June 2014 Page 8 of 9

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JOB DESCRIPTION. BGH Pharmacy

JOB DESCRIPTION. BGH Pharmacy JOB DESCRIPTION 1. JOB DETAILS Job Title: Responsible to: Department & Base: Senior Clinical Pharmacy Technician (Prescription for Excellence) Lead Pharmacist, Primary and Community Care BGH Pharmacy Date