Patient Progress Chaser - Emergency Department

Key Result Areas:

Key Tasks and Responsibilities

To develop a thorough knowledge of the Trust and to work in accordance with the Trust’s policies and procedures. 

To provide excellent customer care, demonstrating empathy; patients and a holistic approach to patient care, with commitment to follow-through of care plans and building effective working relationships.

To have excellent communication skills, with the ability to communicate both verbally and written with a wide range of providers, including patients; carers;, voluntary; social, primary and other secondary care providers.

To be able to carry out audit of own activities and produce reports and give presentations within the organisation.

To produce reports as required.

To review, analyse and respond to enquiries relating to patient flow.

To understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly and those with long term conditions.

To understand the legal; ethical and regulatory principles of the NHS and know personal boundaries and when to seek help.

To work under supervision to assist in the discharge pathway process ensuring that patients are managed in the most appropriate environment.

To work and liaise with ward staff in the identification of blockages in the patient’s journey, ensuring that all outstanding issues are identified and addressed, within scope of practice.

To rectify all issues which have been identified, escalating to the ward manager or General Manager the ones you cannot independently progress 

To assist allocated wards with uncomplicated patient discharges to promote safe and timely discharges.  This will include proactively contacting social care to reinstate care packages for patients who have not had a change in need. To contact patient’s usual place of residence – care homes to reassess as necessary at the most appropriate time, to avoid unnecessary delays. 

To demonstrate knowledge of services pertaining to ‘simple’ discharge and assist in gaining patient consent to refer patients to 3^rd sector organisations such Age UK. 

Accurately record within the patients nursing notes regularly throughout the day, progress, actions and outcomes for each patient’s journey you have had interaction with.

Ensure effective and regular communication with ward staff and other members of the Trust, relating to progress and updated information, ensure presence in the Site Office so that you can update the Site Capacity Manager regarding patient flow on your ward/department.

Review patient’s records so that all referrals for specialist opinions, therapy input or diagnostics have been completed or progressed. 

To work closely with site capacity team and the ward coordinator/ward manager to ensure good channels of communication with patients and relates with regards to their discharge are maintained at all times.

To support the ward manager with incidents and investigations arising from delays and flow concerns.

To work with all internal stakeholders to promote effective processes to facilitate discharge, support patient flow and reduce delays in the patient’s management and discharge

To co-ordinate MDT and patient flow meetings, transcribe formal minutes, circulating and supporting papers in line with agreed protocols.

To effectively communicate (in person, via telephone and email) with other teams to effectuate progress in a patient’s journey.

Liaise with medical teams and pharmacy teams to ensure TTOs are ready for patients being discharged and to collect these from pharmacy if necessary.

Liaise with ward staff and assist where directed, to ensure patients that do not meet the criteria for hospital transport – WMAS, have suitable arrangements made ready for discharge. 

Liaise with ward staff to ensure patients identified as returning home or to usual place of residence, and meet the criteria for WMAS require transport, have had their ambulance booked in a timely fashion to reduce any potential delays. 

Evaluates own area of work and proposes improvements 

Assists in basic training and education at ward level.

Communication

At all times communication with others must be polite, professional and courteous.

Respond to patients and their relatives in a polite and professional manner 

Be involved in conversations with patients and carers that may sometimes be emotional, difficult and sensitive.

Direct patients and relatives to the relevant ward or department when necessary.

To maintain and promote confidentiality at all times

To respond in a friendly and helpful manner to all calls taken from wards and departments. 

Communicate with senior staff disseminating complex information, reports and outcomes of meetings. 

Communicate with Ward Manager or Clinical Lead Nurse and staff to manage key contact lists with internal and external teams who assist with the provision of services for patients.

To summarise and document communication that has taken place.