Job Title:Administrative Coordinator, Hospice at Home Service

Job Title:Administrative Coordinator, Hospice at Home Service

Written by / Alison Stevens & Sue Arthur-Stevens
Manager / Sue Arthur-Stevens
Date / July 2013
Panel Date

JOB DESCRIPTION

Job Details

Job Title:Administrative Coordinator, Hospice at Home Service

Band:3

Directorate and Department:Hospice at Home/Patient Services Directorate

Reporting to:Hospice at Home Manager

Responsible for:

Location(s):The primary location is Dorothy House Hospice, Winsley.

Dimensions

Staffing:Contracted carers

Bank carers

Sites:Coordination based at Dorothy House, Winsley, responsible for a service based in patient’s homes.

Job Summary/Main Purpose

  • To assist the Registered Nurse Coordinators in the day to day coordination of the Hospice@Home (H@H) service.
  • To liaise with all health and social care professionals, patients, families and carers.
  • To assist with patient administration and carer allocation for the H@H service.
  • To provide full administration support to the H@H team.

Principal Duties and Responsibilities

Administrative Coordination

  • To assist in the day-to-day coordination and allocation of Dorothy House H @ H Carers to ensure care for patients who are referred to the Hospice at Home Service.
  • To register patients onto the patient database.
  • To assist with the process of receiving and logging patient referrals to the H@H team, using the H@H patient referral template, ensuring that detailed and accurate information is taken when receiving referrals and to document in the electronic patient profiles.
  • To liaise with internal and external colleagues in processing referrals and answer general enquires regarding access and referral to the H@H service.
  • To inform the Registered Nurse Coordinators of any changes reported by H@H Carers and any other health or social care professional that may affect the allocation of care.
  • Following assessment of needs and prioritisation of care by the Registered Nurse Coordinators, contact all relevant people (patients, carers, DH staff, and other health and social care professionals) to coordinate the most effective and efficient deployment of staff to meet the identified needs.
  • To liaise closely with the District Nurses, and coordinators of other community services, e.g. Social Services, care agencies, continuing care.
  • To liaise closely with staff members within Dorothy House, including the In-patient Unit, to ensure continuous appropriate patient care, to receive feedback and share information.
  • To take calls from patients and carers who may be distressed or where there is communication issues, responding promptly and efficiently in a courteous manner and refer on to the Registered Nurse Coordinator as appropriate.
  • Taking and recording accurate messages, determining whether immediate action is required
  • To redirect calls accurately and promptly maintaining confidentiality.
  • To keep accurate and contemporaneous records, both written and computerised, on each patient receiving the service, from referral to discharge/death.
  • To work within the Health and Safety Policy and Dorothy House's policies and procedures.

Administrative Support

  • To type letters, reports, tables and any other documentation, from manuscript and audio.
  • To prepare presentation materials using Powerpoint and Word.
  • To prepare the Agenda for Team and other meetings, as required.
  • To take minutes for meetings, as required.
  • To liaise with the Medical Secretaries, members of the Primary Health Team and others, to request information and clinical reports, as required.
  • To ensure that there is a full stock of leaflets, forms, etc in the team office.
  • To prepare off duty rotas and record staff availability.
  • To maintain all staff lists and holiday records.

Management

  • To listen and respond to any concerns and/or complaints from patients, families or professionals, informing the management of the service, or in their absence the Director of Nursing and Therapies, and record the concerns, follow-up and outcome in line with the Complaints Procedure.
  • To take an active role in planning, development and audit/evaluation of the service.
  • To be aware of the budget allocated for the service.
  • To record and report any accidents, incidents and near misses that happen to the staff during the course of their duty.
  • To attend meetings as appropriate.

Professional

  • To keep professionally up-to-date.
  • To work within the policies and procedures of Dorothy House.
  • To contribute to clinical audit and quality assurance programmes.
  • To take responsibility for own personal development and education and identify professional development needs with the Manager of the Hospice at Home Service.
  • To undertake mandatory training as required for the job role.
  • To participate in an annual PDR.

Educational

  • To assist with the planning and provision of educational programmes for Hospice at Home staff and others as appropriate.
  • To participate in the training and education needs of Hospice at Home Carers.

Contacts

  • Other colleagues in the H@H team
  • Patients and carers
  • All members of the DH multi-disciplinary team.
  • All health and social care colleagues
  • Regional colleagues including co-ordinators of other carer services.
  • Dorothy House Education Department colleagues.

Special Note

This job description does not form a part of the contract of employment but indicates how that contract should be performed. The job description will be subject to amendment in the light of experience and in consultation with the post holder.

No Smoking Policy

Dorothy House operates a No Smoking Policy for all staff, volunteers and visitors in relation to promoting health. It applies to the Hospice premises at Winsley, all Dorothy House shops and when staff are on duty in patients’ homes.

Confidentiality

Much of the work relating to patients is of a confidential nature and information gained must not be communicated to other persons except in the course of duty.

Health and Safety at Work Act

It is the responsibility of all employees to ensure that the requirements of the Health and Safety at Work Act are complied with; safe working practices are adhered to and that hazards are observed and reported to the appropriate office.

PERSON SPECIFICATION

ADMINISTRATIVE COORDINATOR - HOSPICE AT HOME SERVICE

Criteria / Essential / Desirable
Qualifications /
  • Educated to GCSE or O level standard with a good command of the English language and numeracy skills
  • RSA II typing or equivalent

Knowledge and Experience /
  • Excellent computer skills and experience of using Microsoft packages, including Word, Powerpoint, e-mail and internet
  • Experience of working with a database
  • Experience of note/minute taking
/
  • Experience of working in a health/social care environment

Skills and Attributes /
  • Excellent communication skills both verbal and written
  • Effective and sensitive telephone communication skills
  • Able to show empathy and presents a calm, courteous and compassionate manner
  • Able to communicate with a wide range of people including health/social care professionals, patients and carers and the general public
  • Able to deal with sensitive and confidential issues
  • Able to use initiative and be proactive
  • Understands the importance of confidentiality and information governance
  • Able to work well under pressure
  • Able to work as a member of a team within a busy office environment
  • Flexible approach to hours and working patterns
  • Able to record, analyse and interpret complex and sensitive information
  • Able to demonstrate sound judgment in difficult/ emotional situations

Personal Development /
  • Willingness to undertake personal development to improve skills in job role

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