Patient Choice Facilitator

Job overview

Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.

DRSS is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate. Supporting referrers and their patients on the referral pathway by processing and signposting referrals appropriately.

The post holder will be the main point of contact over the telephone for patients, their carers and staff from NHS and independent hospitals, working within the DRSS contact centre.

The work will involve coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by the NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.

These 12-month fixed term posts will focus on attention deficit hyperactivity disorder (ADHD) and Autism referrals from Devon GPs. Therefore, knowledge in any of the following areas would be beneficial; Right to Choose, Autism, ADHD. 

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• Working with the Devon Referral Support Service (DRSS) contact centre as the main point of contact over the telephone for patients, their carers and staff from NHS and independent hospitals.
• Answering telephone calls, in a timely, polite manner. Taking appropriate action and seeking advice from colleagues as needed. Recording accurate messages and passing on to the relevant departments/person. 
• Delivering an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.
• Coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
• Carrying out a check on each patient’s referral to identify the appropriate outcome for the patient.
• Using reference materials provided, you will identify suitable services to offer appropriate choice of appointment and location to the patient.
• Be polite, patient, professional and empathetic when speaking to callers on the telephone.
• Recording referral information accurately on a bespoke DRSS database.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

Working for our organisation

NHS Devon Integrated Care System

As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.

Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.

About NHS Devon

As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.

For more information, visit our ICS website www.icsdevon.co.uk and our NHS Devon website www.devon.icb.nhs.uk.