Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The Trust’s Outpatient Service is divided over 5 locations within the Fulham Wing, Outpatients East, Outpatients West, Outpatients Mezzanine, Paediatric Outpatients, and the Appointments Office. Outpatient Administrative Coordinators provide leadership across these areas. The Outpatient Services Administrator supports the Outpatient Service in delivering the highest standard in patient administration. The post holder will be responsible for demonstrating the Trusts core values whether providing an outpatient reception service, appointment telephone service or liaising with colleagues across departments to ease patient pathways in outpatient clinic sessions. The post holder will be responsible for ensuring that all new appointments are booked within internal milestones with tests coordinated (imaging etc) and pre-booked to achieve 2 Week Wait (2WW) Cancer and 18-Week Referral to Treatment (RTT) targets. Main duties of the job Communication • Ensure that the telephone line to the Appointments Contact Centre is responded to meeting all contact centre SLA’s ensuring that calls are dealt with efficiently and to high communication standards. • Ensure all calls are responded to by applying the Trust contact centre script as part of the organisation’s patient experience objectives and as an extension of our core behaviours and values. • Support the registration, referral approval and booking processes in accordance with SLA’s, Trust Patient Access policy and national targets. 2 • Ensure all new bookings have had tests coordinated to support a rapid clinical outcome to support delivery of national targets. • Adherence to the Trusts Data Quality (DQ) standards, NHS number compliance and ensuring accurate patient and GP demographic data is recorded in Trust systems accurately to support income generation. • Support centralised referral management and ensure all referrals are registered and sent for approval within SLA’s. • Report to senior staff any complaints arising within the department and ensure that this is recorded in DATIX. • Provide a welcoming service to all patients and initiating a DQ check for patient and GP demographic data to ensure that it remains up to date ahead of any consultation • Ensuring that the service robustly informs patients if there is a known delay to the clinic and the reason for it at the point of the patient arriving in clinic Working for our organisation Outpatient Services at the Brompton Hospital welcomes approximately 90,000 patients each year. We are a specialist Heart and Lung Trust offering services across a number of sites at the Brompton Hospital campus. Patients experience a high standard in clinical care and the Outpatient Service aims to match that same sustained excellence administratively. Our established team of administrators, nurses and health care assistants are passionate and dedicated in delivering high standards. We have a number of areas within the Brompton campus where outpatient services are delivered. Ambulatory care is an area of growth and there are exciting developments in this area. Outpatient Services has also recently begun communicating patient appointments via digital messaging which has enabled the service to win a sustainability award as well achieve our aim to be lean. We are currently focussed on innovating, driving solutions that enable the Trust to continue to deliver a high standard clinical and administrative care. An opportunity has arisen in Outpatient Services for Outpatient Administrator Band 3. The ideal candidate will possess a keen eye for detail, accustomed to delivering a high standard in productivity, efficiency, organisation, communication (written and oral) and good computer skills. Working in a patient centred service it is an expectation that candidates have the necessary attributes to deliver a positive patient experience. Detailed job description and main responsibilities Provide a high standard of service is always to patients and visitors. • To greet all patients in a welcoming and friendly manner as ambassadors of the Outpatient Service • Check patient demographics (full name, date of birth, full address including postcode, next of kin, GP details) and fully update PAS at the time at each outpatient episode and interaction with the patient via the Appointment Contact Centre. • To ensure that patients are provided the earliest reasonable offer date providing 3 clear weeks’ notice of their appointment and tests (imaging, exercise test etc) are coordinated ahead of their consultation. • To ensure that patients are communicated with after a did not attend (DNA) to ascertain reasons to support the clinical decision to complete routine discharge or rebook clinically urgent pathways. • Be aware of and abide by, the Trust Infection Prevention and Control policies and procedures and to take personal responsibility for preventing infections and cross infection amongst patients, staff and visitors. • Ensure test results are completed and available ahead of each outpatient clinic. • Ensure that electronic patient records have been prepared ahead of each outpatient clinic sessions within local SLA’s. • Ensure that all electronic patient records are return to the Medical Records Service within SLAs to support 24-hour scanning into Evolve. • Ensure transport assessment forms are completed with clinical approval for all transport patients attending clinic and returning within 6 months. • Comfort patients and act as a chaperone if required. • Provide assistance as required for any patients with mobility problems. • Direct or escort patients to other departments for pre-consultation tests / investigations • Look after the clinic needs of the consultants and their teams. • Ensure that outpatient wait areas are always tidy and safe for all services users. Person specification Customer Service Essential criteria Customer Service bakcground Desirable criteria Customer Service NVQ Level 3 Communication Skills Essential criteria Verbally convey in an organised structure complex information Desirable criteria Convey in an organised structure complex information in writing NHS Targets Essential criteria An understanding of the internal milestones that support NHS Targets Desirable criteria A le to provide specific detail of internal milestones which support NHS Targets Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Applicant requirements This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service. Further details / informal visits contact Name Daniel Jebakumar Job title Outpatients Assistant General Manager Email address [email protected] Telephone number 0330 128 8344 Additional information Outpatient Services Royal Brompton Hospital Fulham Road London SW3 6JY