Job Description

Job Title: Patient & Family Liaison Clinician


Location: Between North Weald and Earls Colne


Contract type: Permanent


Salary: Equivalent to NHS Band 7


Hours: 37.5 hours per week



About us:


Essex & Herts Air Ambulance, unlike NHS emergency services, is a charity. The free life-saving service is provided 24/7 by helicopters and by rapid response vehicles.


Each critical care team consists of a pilot and co-pilot, a pre-hospital care doctor and a critical care paramedic.


They can be rushed to the scene with life-saving support equipment to deliver advanced clinical care, usually only available in the hospital emergency department.


Once stabilised, the patient will be conveyed to the most appropriate hospital by air or land.


Without access to National Lottery funding and with only limited support from Government, we rely upon the generosity and goodwill of the people and businesses of Essex and Hertfordshire to remain operational and keep saving lives...we can't fly without you!



Job purpose:


The purpose of this role in to deliver compassionate, effective and high-quality support and guidance for our patients and families, in the time that follows the initial phase of acute illness and injury.



Summary of duties and responsibilities:

To enable, and advocate for, the delivery of compassionate care at all phases of the patient journey. To be part of a team of clinicians who offer support to patients after their admission to hospital. This will involve answering questions about the pre-hospital care that was provided. This is also likely to include regular visits to clinical areas where our patients are being treated. To bring your experience and wisdom to the adding of value to the patient and family experience, beyond that which we provide at the scene. To manage a case load of patients and families independently, providing support for an indeterminate time period following the initial incident, depending on needs. This may involve visits to patients' homes or rehabilitation units. Where a patient has not survived, to support families and friends of the deceased. This will often involve sharing details of the care that EHAAT teams provided, filling the vacuum of information that often leads to distress for families. To advocate for patient dignity throughout your interactions with our clinical team and to feed-back patient experiences with the intention of educating our clinicians. To Integrate the lessons learned from our patients and families back into the care we provide future patients through the education, training and governance offered to our clinical teams. Work with other services such as police liaison teams, Fire and EEAST, to achieve the best model of support possible for families. With your team, to ensure a regular timetabled attendance at case review meetings so that there is the most impactful representation of the patient and family viewpoint as possible Be present for, and arrange visits for patients and their families, to our operational bases. These will often be private visits, enabling patients to meet their clinicians. For visits where patients and families would like to support our charity vision, to work closely with the charity team to help deliver these visits in as professional a manner as possible Be a point of contact with all former patients and their families, whether through feedback forms, social media communications, general enquires or contact with fundraising teams or volunteers. Build relationships with our regional external stakeholders and national patient voice forums. To bring the best possible professional network together for each of your patients, their families, and for our team. To complete EHAAT electronic patient records from a Patient and family liaison perspective. To help with the induction of clinical and charity staff into the team, through the lens of patient and family liaison To undertake a commitment to ongoing professional improvement. To advocate for the precious values and regulations related to patient consent Have an awareness of the research undertaken by our teams, contributing where appropriate. Contribute to an extensive education programme for our clinicians. Ensure that any opportunities for patients and their families to support our charity are supported, while giving primacy to care and recovery. To maintain a constant surveillance for safeguarding of adults and children, whatever their circumstances might be. To support the EHAAT charity in its mission, values and objectives while giving primacy to care and recovery.


Person Specification


Essential:

A minimum of 5 years' experience within an acute patient facing role, in areas such as ED, acute coronary care, trauma or critical care. Excellent interpersonal skills, with specific examples of delivering compassionate care Evidence of a portfolio of clinical, professional development consistent with the role Strong verbal and written communication skills and the ability to communicate across external agencies and networks Able to work independently using initiative and able to prioritise workloads Demonstrate an understanding of strengths and limitations in relation to the job description Ability to work effectively under pressure and in potentially highly emotive situations Demonstrate passion and enthusiasm for improving the experiences of patients and their families, with clinical examples. Ability to develop professional and sustainable working relationships with internal and external stakeholders An ability to work as part of a team, demonstrating the qualities of leadership and followership Demonstrate an appreciation and relevant grasp of diversity and inclusion as this relates to yourself, our team, our patients and their families A proven understanding of patient confidentiality Willing to travel throughout Essex and Hertfordshire, and at times beyond Hold a valid UK driving licence and have access to a vehicle


Desirable:

Knowledge of the coronial process, and experience supporting those who are bereaved. History of service improvement using patient experiences as the key driver. Experience of working in the 3rd sector either paid or voluntary




The Package


Salary: Equivalent to NHS Band 7


As a valued member of the charity team, you will have access to a wider range of benefits including:

24 days annual leave plus 8 bank holidays (pro-rata), increasing to 28days with length of service Contributory pension scheme, with minimum 6% employer contribution, plus an annual pension review Occupational sick pay from day one employment Free access to an Employee Assistance Programme (plus immediate family) Access to Cycle to Work through salary sacrifice Discounts at a variety of retailers via Blue Light Card


More information and how to apply:


The closing date for applications is Sunday 21st August 2025.


Please note that your application form will be used for shortlisting, so please ensure everything you wish to include is covered in the form.


This position is subject to a Disclosure and Barring Service (DBS) check. The successful candidate will be required to undergo an Enhanced DBS check as a condition of employment.



If you would like an informal chat about the role, please contact recruitment@ehaat.org and we will organise a time to speak to one of the team.



Disclaimer: Essex & Herts Air Ambulance reserve the right to close a vacancy earlier than the advertised date if a high number of applications are received. Once a vacancy has closed, we are unfortunately unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.