Job Description

KEY TASKS AND DUTIES:

Direct service user interactions Proactively establish early links with service users and or respond to service user contact in a timely and sensitive manner Plan and arrange service user visits as required, supported where necessary with internal staff resources and external networks. Translate complex clinical information pertaining to the events which lead to LNAA attending the patient enabling and advocating the delivery of compassionate care through all phases of the patient journey, understanding signs & symptoms a service user may be feeling, accurately signpost to suitable care points. Be a point of contact with all service users, through feedback forms, social media communications, general enquiries or contact with fundraising teams or volunteers. To work closely with the clinical leadership team to understand service users experiences and perspectives to help improve care, in operational and strategic planning, and actively involve service users in future service delivery planning through consultation with individuals and groups.



Contribute to organisational safety to ensure any lessons from service users experiences are available to the leadership team and to operational crews. To be the initial contact of all service user feedback, including compliments, concerns, complaints and ensure these are directed to the appropriate member of the leadership team. Facilitate peer-to-peer opportunities for service users where appropriate and safe for both parties. Support service users that already have established links with LNAA, including those whose journey has finished but may still wish to support LNAA as ambassadors.



Contemporaneously document the interactions with patients and their families using the electronic record (HEMSBase). Stakeholder engagement Work closely with the clinical and operational teams to develop and maintain a network of contacts, establishments, charitable service providers, hospitals, groups and courses for service users in support of their recovery. Integrate with hospital teams to enhance and improve the patient experience for those who have been treated by LNAA teams and to provide follow up and updates for LNAA treating team members. Build relationships with our regional external stakeholders and national patient voice forums.



Work with police liaison officers, and others who provide a similar service to achieve the best model of support possible for families. Service Effectiveness Work with the operational management team and clinical leadership to deploy the Aftercare Service strategy, service expansion and development. Establish a series of Aftercare Service metrics to monitor performance. To prepare the evidence for maintaining independence under the Health and Care Act (May 2022) and Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 as it pertains to the Aftercare Service.



Ensure that electronic records relating to the Aftercare Service are held in accordance with relevant statutes and best practice. Provide regular reports of Aftercare Service activity. To contribute to academic papers, written material, and other relevant administrative duties. Act in a manner which is consistent with LNAA values and safeguards the health and wellbeing of children and vulnerable adults.