Quality Support Officer (Health Visitor Antenatal Contact Support)

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MAIN RESPONSIBILITIES: 

 1. To provide comprehensive, high-level data, administrative and clerical support to the HCP team to a high level of quality.

2. To offer the HCP service practical assistance in preparing for visits, organising a robust system for the receipt of antenatal notifications from varying Midwifery services . Processing and triaging referrals into Health Visiting teams in organising the visits being booked.  

3. To set up and maintain efficient office support systems, ensuring that Antenatal visit materials and resources are reproduced in a timely manner and efficiently organised to enable maximum clinical contact time for Health Visitors.

 4. To develop a good understanding of the importance of the clinical and performance review requirements, of the national HCP and the local clinical recording systems.

 5. To have excellent knowledge of EMIS reports and dashboards, supporting the Clinical Lead in developing robust systems, data analysis in ensuring antenatal visits are received and booked in accessing and using the system effectively.

CORE RESPONSIBILITIES - GENERAL

 1. To creatively support the development of publicity for parents and stakeholders for the Antenatal offer for the Healthy Child Programme 0-19 (25 SEND).

 2. To be able to manage telephone and personal contact from clients and relatives, other staff members and external persons with intelligence, foresight, and sensitivity, strongly respecting the need for confidentiality.

3. Ad hoc tasks e.g., organisation of training and workshop events  in relation to Antenatal Healthy Child Programme (HCP) workstreams.

 4. Sort, distribute and where appropriate deal with correspondence and messages – both verbal and written to a high-quality standard.

 5. Be responsible for prioritising own workload efficiently including maintenance of diary, responsiveness to emails, mandatory training, ensuring strict deadlines are met.

6. Be prepared to work with the Midwifery services in the organisation and neighbouring trusts to ensure the HCP fulfils its requirements in the timely delivery of the Antenatal visit.

Healthy Child Programme (HCP) data and local clinical systems management

1. Utilise computerised data entry equipment and Microsoft processing, such as Excel, to enter, store and retrieve information as requested and summarise data for purpose of report preparation.

 2. Be responsible for efficient processing and secure storage of all records and electronic information systems for all HCP clients and staff members.

3. Input HCP data, as required, in a timely and accurate manner into reports from EMIS and other systems and work with the Clinical Lead to establish and maintain data management and quality assurance systems and processes.

4. Ensure the systems for follow-up of inaccurate and/or missing data are agreed with the Clinical Lead and team, that these are robust and can support the role holder to confidently follow up with team leaders when necessary.

 5. Provide accurate monitoring information in a timely way as required by the Clinical Lead, Head of Nursing, the team and commissioners.

6. Manage waiting lists, referrals, and tasks within clinical recording systems, assist with exception reporting and liaise with system analysts for reporting purposes.

Team Support 

 1. Prepare agendas, attendance lists, transcribing, and typing minutes of meetings, circulating, and distributing papers as required.

2. Arrange home visits to clients and make reminder calls for visits as requested by the Health Visitors for antenatal visits.

 3. Book translation services as required for team members.

4. Undertake team support tasks e.g., designing and creating clinical support materials, photocopying, organisation of stock to facilitate easy access for Health Visitors to take for daily home visits.

5. Ensure timely provision of information to clients and staff in line with service requirements e.g., appointments, meetings.

 6. Develop publicity material for parents and stakeholders for the Healthy Child Programme as required for the antenatal visit and other areas of the HCP.

7. Collating and organising significant aspects of the monthly and quarterly data reports e.g., assisting Clinical lead with dashboard data, amalgamating final reports including contributions from Head of Nursing, commissioners.

Inter-Personal Responsibilities

1. Maintain confidentiality and adhere to organisational policies and procedures.

2. Ensure a friendly and welcoming point of contact to all service users, giving prompt attention to their requests, directing enquiries, and signposting as appropriate.

 3. Deal with information in a tactful, sensitive, and strictly confidential manner, showing empathy and judgement, in liaison with appropriate professionals as required.

4. Manage phone calls  with sensitivity, passing on information in an appropriate and timely way. NB this may occasionally mean managing distressing information or people in distress.

 Other

1. Undertake any other duties commensurate with the role as agreed with the Clinical Lead.

2.  Communicates sensitive and confidential information with a wide range of stakeholders.

3. All information available within the duties of this post is strictly confidential. Disclosure to any unauthorised person is regarded very seriously by the organisation and may lead to disciplinary action.

KNOWLEDGE AND SKILLS

· The post holder requires a capacity to understand the therapeutic nature of Health Visiting work and level of risk the team can hold.

 · The post-holder will have oversight of the team’s data, working with the Clinical Lead to ensure it is up to date and that reports are compiled for the Performance meetings, and other relevant strategic forums, as required.  Therefore, accuracy and timeliness of data inputting is essential as well as competence with business systems and software packages.

EFFORT AND ENVIRONMENT

· The post holder may be expected to travel across sites, dependent upon team bases and may be required to work remotely from home at times. This will be dependent upon the team and organisational needs, as agreed with line manager.

· The post holder will be expected to use VDU equipment for a large percentage of their time.

· The post holder may be expected to lift small items. This may include moving tables and chairs, carrying papers, audio-visual equipment, training materials and stationery stock

ADDITIONAL REQUIREMENTS

1. To provide cover for colleagues as directed by your manager.

2. Risk Management (Health & Safety)

a) You will follow risk management procedures at all times. The Risk Management procedures for the Trust and the department are kept by the departmental manager.

b) You are personally responsible for Risk Management issues in respect of yourself and your colleagues.

 c) If you identify a potential hazard, you should report it to your manager / supervisor at once. If in doubt you should speak to your manager for guidance.

 d) You must always use safety equipment provided and report any defects to your manager. You must attend Risk Management Training as directed by your manager.

e) If you are a manager or have line management responsibilities for staff or a department or area of work, you are responsible for the Risk Management issues in that area. You will ensure that there is an annual Risk Management audit in your area and make sure that where necessary, an action plan eradicating risks is drawn up and implemented.

f) Should you need help in resolving Risk Management matters, you must seek assistance from your manager.

 3. Infection Prevention and Control

a) You are personally responsible for ensuring that you protect yourself, patients, visitors and colleagues from the risks of infection associated with health care activities and the care environment.

b) You must adhere to infection prevention and control policies at all times liaising with the infection control team and acting on any instructions given.

c) You must attend regular infection prevention and control update training.

d) You should always promote and demonstrate good practice for the prevention and control of infection.

 4. To avoid any behaviour which discriminates against your fellow employees, or potential employees on the grounds of their sex, sexual orientation, marital status, race, religion, creed, colour, nationality, ethnic origin or disability.

 5. To safeguard at all times confidentiality of information relating to patients and staff.

6 Child Protection and Vulnerable People It is the responsibility of all staff to safeguard children and/or vulnerable adults, to access training to ensure they know what constitutes abuse, and what support is available to them, at a level appropriate to their role and responsibilities. To report any concerns, without delay, to the identified person within their department/division or area of responsibility as per the relevant policies, keeping clear records, and following up as required to ensure necessary actions have been taken.

7. No Smoking Policy The Trust operates a No Smoking Policy which states that smoking is prohibited within all Trust premises and on the site. This includes entrances, exits, cars, lease cars, car parks, pavements and walkways, areas hidden from general view and residences. As an employee of the Trust, you are expected to comply with this policy, failure to do so may result in disciplinary action being taken under the Trust’s Conduct and Disciplinary Policy.

 8. To behave in a manner which ensures the security of NHS property and resources.

9. To abide by all relevant Trust Policies and Procedures. This list of duties and responsibilities is by no means exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as required. This job description is subject to regular review and appropriate modification in consultation with the post holder.