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 accommodation services department manages a portfolio of over 400 units of accommodation, located at Guy’s and St. Thomas’ hospitals, for the benefit of patients, staff and visitors to the Trust. The department delivers a range of designated in-house services including Patient liaison, project Management, Housekeeping and maintenance. The service has recently seen significant developments and investment and is continually evolving to ensure that the complex requirements of the client group are met. The post holder will join a dynamic and skilled team, with the ability to build on the strengths of the current accommodation service, yet flexible to adapt to future changes to ensure the delivery of the department’s vision is achieved. The post holder will be responsible for providing an efficient and effective operational and reception service for the Simon Patient Lodge accommodation patients, meeting the needs and objectives of both the department and the Trust reception service for the accommodation patients lodge; meeting the needs and objectives of both the department and the Trust. The post holder will be expected to work rotated shifts covering weekends, days, evening, nights and Bank Holidays working 37.5 hours per week. The rotated shifts comprises of the Day shift 07.00am-15.00pm,Evening shift 15.00pm-23.00pm and the Night shift 23.00pm -07.00am Main duties of the job The Simon Patient Lodge Liaison Officer will be the first point of contact for patients and service users. The post holder will be responsible for providing an efficient and effective operational and reception service; meeting the needs and objectives of both the department and the Trust. Responsible for the accurate, timely input of all data onto the Accommodation Res Manager system, ensuring all data is current and up to date. Ensures the maintenance of all IT systems provided for the benefit of the department. Utilising Trust computer systems to ensure patient data is correct and up to date. Provides a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner. Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries. Maintains strict credit control of guest accounts, liaising with guests and/or departments to arrange payment. Working for our organisation Working within a busy environment you will have the full support of the management team. Ensuring you have a well balanced working life is a key focus and there are extensive wellbeing support offers to assist you. There are cycle to work schemes, local gyms and swimming pool, as well as many other physical activity programmes. What We Offer The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits. Interest free Season Ticket Loan Long Term Service Awards Subsidised on-site nurseries and childcare vouchers A comprehensive staff health and well-being programme Ride to work scheme Employee assistance programme Free stop smoking service Detailed job description and main responsibilities Duties and Responsibilities Operational Responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation patient lodge. Providing a courteous and efficient point of contact for patients both face to face and over the telephone. Allocates accommodation in accordance with the accommodation strategy and lodge placement guidelines; ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit. Liaise with clinical teams and SNP’s to ensure the smooth running of the step down function of the department. Promptly dealing with bed space escalation. Ensures all patients and guests are issued with the correct keys, swipe cards/access codes and documentation at point of arrival. Carries out orientation for guests on arrival. Records special requirements of patients/guests on arrival, carrying out placement guideline check. Responsible for maintaining accurate data entry for all departmental systems, ensuring that physical and electronic records are filed, audited and archived accordingly. Provides non-clinical assistance to guests, e.g. help with walking, whilst maintaining excellent customer service standards at all times. Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Supervisor. Be proficient in basic emergency measures and seek appropriate help and assistance if a guest has any complaint or problem. Liaise with clinical team, outpatient services regarding discharge arrangements. Ensures that all repairs and maintenance issues are logged and dealt with effectively, to enable these issues to be resolved expediently. Ensures specific work is completed to ‘hotel style’ standards (e.g. the staging and styling of room accessories); reporting any deficiencies or faults where appropriate. Contributes to the continuous improvement of the service, increasing client satisfaction and flexible working practices; prepared to offer support and cover on a cross-site basis if necessary. Prepares and oversees the dining room for the delivery and serving of patient meals. Ensures all day to day housekeeping duties are completed by the housekeeping team; and when the service demands require additional housekeeping support, the post holder will conduct a wide range of housekeeping duties. Responds to and completes any reasonable tasks or requests placed by the accommodation management team. Technical Responsible for the accurate, timely input of all data onto the Accommodation Res Manager system, ensuring all data is current and up to date. Ensures the maintenance of all IT systems provided for the benefit of the department. Utilising Trust computer systems to ensure patient data is correct and up to date. Observes and adheres to all aspects of health and safety legislation. Utilises all protective equipment and clothing, as provided by the department for the safe completion of their duties. Wears the approved and correct uniform at all times when on duty and prominently displays their Trust ID badge. In conjunction with the Trust’s security management and fire safety teams, ensures that procedures are followed for both fire safety, building and resident security. Completes training in the British Institute of Cleaning Science (BICS) procedures and methods to stages I & II; and Red Cross first aid training within the first year of their appointment. Communication Provides a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner. Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries. Ensures all prospective guests receive standard departmental notification documents prior to their arrival. Welcomes guests and ensures they are issued with the correct access cards and documentation at point of arrival. Assists in the production and distribution of information, to ensure all guests are fully informed of planned/reactive maintenance, refurbishment programmes and changes to service provision. Responsible for distributing client satisfaction surveys and gathering results. Liaises with the clinical and discharge teams, if any patient care issues become apparent escalates where necessary to the patient lodge supervisor. Liaises with the housekeeping and maintenance teams to ensure service standards are maintained. Reports any maintenance faults, damage, theft or health and safety issues in their designated areas of responsibility. Reports all accidents and adverse incidents to the accommodation management team, in accordance with Trust policy. Cooperates with colleagues and management to assist in an effective and pro-active working environment. Ensures the correct procedures and security protocols are adhered to whilst carrying out lone worker shifts. Financial Maintains strict credit control of guest accounts, liaising with guests and/or departments to arrange payment. Ensures that any financial procedure completed, is in accordance with both the department’s local procedures and that of the Trust’s standing financial instructions. Person specification Knowledge Essential criteria Good general education including Maths level 2, with an excellent command of the English language, including oral and written communication skills. Desirable criteria NVQ Level II in Business Administration or Customer Service. Experience Essential criteria Experience of using IT systems including Microsoft Office packages and Facilities Management software. Desirable criteria Experience of dealing directly with the general public in a customer focussed environment within the healthcare profession or hotel industry. Skills Essential criteria Excellent team member with the ability to engage effectively with all grades of staff, within a busy and challenging environment. Desirable criteria Proven Long term experience in public engagement 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 The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Brian Egbue Job title Patient Lodge Supervisor Email address [email protected] Telephone number 02071880346 Additional information Available between 07.30am-14.00pm for any informal contact or visit.