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 Patient Pathway Coordinator will lead on the tracking of pathways of patients. By working closely with a wide range of clinical and managerial staff, and providing high standard of administrative support, the post holder will ensure patients receive treatment as soon as possible and ensure national targets are met. The post holder is responsible for providing a high standard of professional and patient focused service to a range of Trust-wide specialities and will support the function on a day-to day operational basis. Main duties of the job This post shall sit within the Headache Service across Neurosciences & Pain Management services, providing a vital administrative link between the two areas, ensuring the equitable care of all headache patients. The key duties this role shall cover across the two areas are: Managing a Single Point of Access within e-RS; Ensure all referrals are triaged appropriately and directed to the correct Headache Service (Neuro, Pain, Neuromodulation, Complex Headache Clinic or Community); Ensuring equity of bookings across outpatient and procedural activity; Direct the flow of patients between the services, managing capacity vs demand; Triaging and managing all patient queries, directing them to the most appropriate clinical or non-clinical team; Overseeing the booking of all clinics and procedure lists, ensuring full slot utilisation and bookings within clinical time frames; Full waiting list validation across both services, ensuring RTT standards are met, waiting lists are accurate and ensuring wait times are equitable across both services; Act as the single point of contact for all Headache related Datix, PALS, Complaints and Compliments; escalating to the correct management team and putting any learning into action within the service Working for our organisation Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation. We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark. We have a long tradition of clinical and scientific achievement and – as part of KHP – we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs. Detailed job description and main responsibilities Duties and Responsibilities The duties and responsibilities listed below are representative of the Patient Pathway Coordinator role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative and managerial duties and responsibilities commensurate with the level of the post, to support the smooth running of the department. Operational Monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies. Identify from the Tracking List the next steps in the patient care pathway in line with clinical need (peer review). Receive patient referrals and administer in line with timings and requirements as set out in Trust and National policies. Co-ordinate and provide administrative support to the relevant teams to ensure that all the relevant paperwork and clinical information is available. Update on all enquiries regarding patients’ care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner. Develop an understanding of the milestones of the allocated pathway for patients within a designated group. Attend relevant meetings and complete actions regarding the care of patients within the designated pathway. Participate in national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts. Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process. Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers. Action day-to-day issues, ensuring resolution and escalating serious issues to management as appropriate. Escalate any issues and breaches of the Waiting Times standards to the relevant management in line with agreed escalation procedures. Ensure the timely and efficient transfer of patients and information between trusts/other organisations involved in the patient pathway, adhering to agreed communication pathways and protocols. Work within a multi-disciplinary team in developing the service in line with departmental plans and Trust corporate objectives. Ensure that all health records are appropriately tracked and securely stored whilst in the department according to Health Records Policy. Communication Develop working relationships with a wide range of clinical and managerial staff across both Neurosciences & Pain Management. Data collection and analysis: Responsible for collecting and updating patient information on the relevant databases in line with local policy, to ensure efficient pathway progress. This includes maintaining the accuracy of data at all times. Working with the Team to analyse target breaches and report issues to management. Policy development Review and support development and implementation of Standard Operating Procedures. Review and support development and implementation of internal targets. Staff Management Provide day-to-day oversight of duties for the department’s administrators within Neurology & Pain Management headache team. Ensure and aid the administrators in the completion of preparation for each Multi-Disciplinary Team. Providing support for day to day queries from administrators within Neurology & Pain Management Other Undertake any administrative tasks commensurate with the grade required to support the delivery of high quality patient care. Actively participate in department development as appropriate and participate in departmental meetings Undertake any other duties commensurate with the grade, required to ensure the smooth and efficient running of the department. Undertake any training as required to complete the tasks associated with the job role. Person specification Qualifications Essential criteria English and Maths to GCSE standard or equivalent. Desirable criteria Customer services qualification/training Experience Essential criteria Experience of delivering customer care in a fast-paced high-volume customer care environment. Ability to deal with a range of issues independently and efficiently Desirable criteria Experience of an administrative role within the NHS Experience of supporting staff Skills Essential criteria Ability to work both autonomously and in a team Organisational and time management skills to meet deadlines Possess a ‘can do’ attitude, with a flexible approach to work and the ability to cope with changing demands Strong IT skills, particularly with relation to Microsoft Office packages, e.g. Word, Outlook and Excel Excellent interpersonal and communication skills face to face, in writing and on the telephone. Desirable criteria Knowledge of medical terminology Ability to deal with difficult service users and challenging situations Ability to follow complex protocols and feedback to senior staff as appropriate Ability to liaise effectively with a wide range of multidisciplinary staff 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." Further details / informal visits contact Name Franklyn Omerekpe Job title Assistant Service Manager Email address [email protected]