Job Description

Southport & Ormskirk Emergency Department are seeking to recruit Patient Tracker's to support the coordinator in maintaining a safe and effective flow within the department. We are a small and friendly team who strive to provide the best patient care and experience.

This is an Administrative position



We are looking for someone who has the passion to support our clinical colleagues and patients by providing administrative support in our busy, friendly A&E department.



The overall aim of this post is to offer the highest level of care to our patients by supporting the clinicians to improve the patient experience and flow throughout the department.



The ideal candidates will be highly motivated, a good team player, organised, flexible and can maintain attention to detail. Enjoy working in a fast-paced environment, be adaptable and willing to take on various tasks and duties.



Interview Notes - To Be Confirmed



This is a permanent post working 37.5hrs per week, working shifts which are 07:00 - 17:30 and 17:00 - 03:30 some weeks will include weekends.



This post will support the coordinator tracking patients across the emergency floor, using the IT clinical system, ensuring timely recording of speciality referrals, patient movements and notification to bed manager of bed requirement.



The postholder will be a member of the Emergency Department team working directly with the ED Nurse Coordinator supporting the management of all attendances, admissions and discharges for patients attending the department by facilitating an efficient, effective and timely management of diagnostics, decisions and bed requirements.



Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.



We strongly believe that the communities we serve should all have access to Five Star Patient Care.

Our Services:

Acute Care



Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.



Primary Care



Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.



Community Services



Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.



Specialist Regional Services



We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements:

Rated Outstanding by CQC Inspection August 2018

Top 100 places to work in the NHS (NHS Employers & Health Service Journal)

National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme



Admin and Clerical



To ensure that the clinical IT system used in the department, Medway, is kept updated tracking patients across the department, including timely recording of referrals, decisions to admit, discharges and transfers to wards

To provide timely and accurate information regarding bed requirements to the Clinical Coordinator (Bed Manager) and notification to nursing team when beds have been allocated

To assist in accessing diagnostic results and escalate delays to the ED Coordinator/ Consultant in charge where required

To answer telephone and resolve queries from relatives of patients when appropriate, as well as answering queries from other hospital departments

To obtain documentation of previous attendances where required

To ensure all clinical paperwork for patients being admitted is copied prior to the patient being transferred to the ward, and original paperwork is returned for scanning

To generate reports as requested to support the Operational Management team

To liaise with other departments / staff to obtain and/ or deliver information relating to patients

Maintain a visible and active presence in the Emergency Department

To maintain tidy and clean desk, department computers, filing cabinets, stationary cupboards and case note trolleys



Discharge/ Admission



To work directly with the ED Coordinator to support the safe and effective flow of patients through the department in line with the 4-hour patient safety standard

To monitor performance in all areas within the Emergency Department. This will include chasing diagnostic results to support clinical decision making as appropriate

Escalation of unnecessary delays to the relevant departments to support clinical decision making as appropriate

Support performance in relation to Care Quality Indicators in particular time to initial assessment, time to treatment and total time in the department with appropriate escalation to ED Coordinator / Consultant in Charge

To liaise with different teams across the site regarding discharge/ admission arrangements of patients. This includes ward staff (to ascertain bed availability), porters (to support timely patient transfers) and domestic teams (to arrange for prompt cubicle cleans following patient transfer)

Ensure that internal professional standards are adhered to - initially contacting specialty doctors directly and escalation to the ED Coordinator when standards are not adhered to

Arrange patient transport for patients requiring assistance returning home or those requiring emergency transfers to other Trusts

To collate information in relation to none compliance by specialty teams to internal professional standards

To ensure completion of relevant documentation in particular in relation to delays leading to breaches and note actions taken



Communication



To receive patients, visitors and staff in a calm, friendly and efficient manner

To gain respect of and develop close working relationships with clinical and non-clinical staff supporting the provision of effective management of patients across the department

To clearly communicate any delays that require escalation

To handle extremely emotive, challenging and sometimes unpredictable situations, using influential negotiating and motivational skills to achieve desired outcomes

To liaise with external teams, including NWAS (booking and expediting ambulance transport for patients), Mental Health, Nursing homes, Police, Coroners office as well as community teams.

Knowledge, Training and Experience

To have excellent IT skills to enable accurate and timely patient tracking, monitoring and recording

To have maintain a thorough understanding of National Access Targets and Care Quality Indicators and the importance that they have in maintain patient safety, understanding when and how to escalate concerns appropriately and timely

To have awareness of hospital terminology



Analytical and Judgement Skills



To participate in Trust projects/ initiatives as appropriate

The postholder will be required to analyse, assess and make amendments in order to produce effective and accurate reports in relation to breaches saved and action taken

To report concerns, errors or inaccuracies to the ED Coordinator



Planning and Organisational Skills



To support the delivery and achievement of care quality indicators, both those agreed locally and dictated by national policy

To have excellent organisational skills as postholder will be required to work under the direction of the ED Coordinator and manage their own day to day workload in such a way that they are able to meet deadlines, the postholder is not directly supervised.

To work with the Emergency Department to establish an effective system for the management of patients in all areas to ensure efficient and effective patient flow

Using own initiative, identify and predict potential breaches to the ED Coordinator



Patient Care



To support the Emergency Department in efficient management of patients, ensuring appropriate patient pathways are followed to drive patient experience

Physical, Mental and Emotional Demands of the Post

To occasionally assist patients to other departments/ wards by means of pushing wheelchairs and trolleys

To collect items from Stores (particularly boxes of paperwork) at times when the department requires urgent stock

To handle extremely emotive, challenging and sometimes unpredictable situations, using influential negotiating and motivational skills to achieve desired outcomes

To be able to cope with frequent interruptions

Frequent movement in the Emergency Department to obtain patient status

Policy, Service and Governance

To attend and contribute to departmental meetings where new processes are discussed and agreed

To follow and work within the guidelines as set out by Trust policies and procedures

Ensure compliance to all Trust Risk Management, Research Governance and Infection Control Policies and Procedures, and abide by the Standards for Better Health

Undertake appropriate mandatory training including infection control and comply with all Infection Control policies relevant to the post, particularly with regard to hand hygiene

To maintain patient confidentiality and store confidential information securely at all times ensuring compliance with Information Governance standards



Health & Safety

As an employee of the Trust, you have responsibility to:

Take reasonable care of your own Health and Safety and that of any other person who may be affected by your acts or omissions at work

Cooperate with the Trust in ensuring that statutory regulations, codes of practice, local policies and departmental health and safety rules are adhered to