Job Title: TIA Administrator/Health Care Assistant

EASTKENTHOSPITALS NHS TRUST
Job Description
Ambulatory Care/TIA Administrator
Urgent Care & Long Term Conditions Division

1.JOB DETAILS

Job Title: TIA Administrator/Health Care assistant

Division:Urgent Care & Long Term Conditions Division

Band: Band 2

Location: QEQMHospitalMargate

Responsible to: Ambulatory Care Sister/ Senior TIA Coordinator

Accountable to: Ambulatory Care Matron/Operations Manager

2.JOB PURPOSE

To providefull Administration support to the Ambulatory Care Unit at QEQM ensuring all patients at booked in line with the Trust access policy. Ensuring all patients are “cashed up” in real time to ensure maximum income. The post holder will responsible for ensuring all patients referred into the TIA service are fully booked within the local and national targets.

3.DIMENSIONS

Financial and Physical:Manages -

Impacts - This post impacts on the Trust’s ability to meet specific performance indicators with regard to deadlines for information to reach general practitioners.

Workforce:Manages - None

Impacts - The postholder will have daily contact with staff and the general public. It is therefore essential that all callers to the Directorate are treated with tact, discretion and courtesy.

Other: Confidentiality – Many matters dealt with by the directorate are of a sensitive nature and must be treated as confidential. It is therefore essential that information the postholder becomes aware of during the course of their work is not disclosed or discussed outside of the immediate workplace.

4.ORGANISATION CHART

Clinical Services Manager

Operational Manager
Neurosciences/Ambulatory Care/Day Hospital Matron

Unit Sister/TIA Coordinator

Staff Nurse
Band 5 / Healthcare Assistants / Clerical assistant/Receptionist / Secretaries

5.KEY RESULT AREAS

Clerical

To provide an efficient and comprehensive administration and reception service to the Ambulatory Care unit.
To be an initial point of contact within Ambulatory Care providing appropriate responses and onward directions to all callers in a courteous manner.
To ensure the Ambulatory Care Unit maintains high standards of office organisation. Maintain an effective filing and retrieval system, ensuring that outstanding issues are monitored and resolved.
To book and organise appointments for patients
Input and update data on the computer system
Tracking and transporting notes
To manage the TIA service ensuring all referrals received are booked in line with trust policy, escalating any referrals that can not be booked within the required time frame to the TIA Coordinator or Operations Manager.
To provide cross cover for the TIA coordinators across the trust ensuring the booking of referrals is maintained.
Attend and provide administration support to the stroke meetings on an ad-hoc basis.
To ensure the fax machine is diverted where appropriate
To ensure the fax machine is working on a daily basis
To refer site management issues and complaint callers onto the appropriate department.
Collect, sort and prioritise incoming mail
Answer the telephone in a courteous and timely manner
Deal with telephone enquiries, take messages accurately, and give information and advice (not medical) to GPs, patients, relatives ands other staff involved with the patient in a manner responsive to customer needs and in accordance with Trust procedures.
Keep track of patients who fail to attend their appointment to ensure they are not lost in the system and avoid unnecessary delays.
Provide cover for other receptionist
Requesting notes and filing results
Help the Division to achieve the 18 week patient pathway.
Adherence to all Trust AGN’s related to the receptionist/secretarial role is mandatory.
To arrange the most appropriate transport for discharge / transfer and follow up clinics
To undertake any clerical duties as deemed necessary including photocopying and faxing
Liaise effectively with Estates Department with regard to faulty equipment and ward repairs.
To be aware of Health and Safety regulations within the ward environment

Clinical

Work under the supervision of a registered nurse in implementing plans of care to ensure that patient’s physical, social and psychological needs are met.
Ensure privacy and dignity of patients is maintained at all times.
Contribute to Productive Ward initiative.
Minimise risk of harm to patients, staff and visitors by working according to risk management policies.
Participate in the orientation of new staff to their duties and the ward routine
Assist in measurement of care by contributing to data collection for quality metrics
Work to eliminate avoidable infection by working according to infection control policies
Demonstrate consistent high standard of hand hygiene practice and promote standards to staff, visitors and patients.
Promote patient independence and recovery to enable reduction in unnecessary length of hospital stay.
To undertake clinical skills, ensuring procedures are explained to patients in order to gain informed consent and involvement in care decisions, including:
Assist with admission and discharge procedures including the correct handling of patient’s property
Undertake and accurately record vital signs eg. Temperature, pulse, respiration and blood pressure
Assist with collection, labelling and dispatching of specimens
Accurately test urine and record results
Accurately weigh, measure height and record body mass index of patients
Assist with serving meals and beverages and assist patients in eating and drinking
Assist patients to meet their personal and oral hygiene needs ensuring privacy and dignity is maintained
Prevention of pressure ulcers
Escorting patients
Assisting in response to cardiac arrest

6.COMMUNICATIONS AND WORKING RELATIONSHIPS

Internal:

All staff within the trust

Other NHS:

Other Trusts

GP’s

External (to NHS):

Patients and relatives

Solicitors, coroner, social services etc.,

PHYSICAL EFFORT

Frequent sitting at desk and computer from which regular breaks are required and lifting of patient notes.

8.MENTAL EFFORT

High level of concentration required when carrying out complex tasks and unpredictable work pattern with frequent interruptions.

9.EMOTIONAL EFFORT

Occasional distress caused by nature of complex medical conditions.

10. WORKING CONDITIONS

Pleasant, airy office environment. Use of PC and telephone for large proportion of the day.

11.MOST CHALLENGING PART OF YOUR JOB

Being able to make sound independent decisions whilst coping with a demanding workload and faced with what can appear to be conflicting priorities

We confirm that the details of the above post as presented are correct. This is a description of the duties of the post as it is at present. This is not intended to be exhaustive. The job will be reviewed on a regular basis in order to ensure that the duties meet the requirements of the service and to make any necessary changes.

This should be read in conjunction with the Trust Job Description Clauses document.

Signed ...... (Jobholder) Print Name ………………………………………

Signed ...... (Manager) Print Name ……………………………………..

Date ......

12. PERSON SPECIFICATION

POST:
Essential / Desirable / Measurement/
Testing method
Experience / 1 years experience in an office environment, preferably in an NHS Setting. / Experience of acting in a caring role / CV
Interview
Skills / Computer literate
Work processing
Excellent communication and interpersonal skills including empathy and diplomacy
Prioritisation of own and other work
Ability to remain calm under pressure
Attention to detail – accuracy, spelling etc
Assertive
Coaching skills Demonstrates patient focused approach / CV
Interview
Knowledge / Knowledge of a full range of secretarial procedures
Knowledge of Computer software programmes
Full Understanding of data protection/ confidentiality / CV
Interview
Qualifications / English Language GCSE or equivalent
Audio-typing/Typewriting skills RSA II/ III ( or other equivalent qualification) / CV
Other / To be aware of and adhere to the Trust’s Vision, Mission and Values. / Application Form
Interview Questioning
Reference

East Kent Hosptials NHS Trust

Job Description Clauses

Appendix to all Job Descriptions

Confidentiality - The Post holder must maintain the confidentiality of information about patients, staff and other health service business in accordance with Trust Policy.

Risk Management - The post holder will ensure compliance with the Trust’s risk management policies and procedures. These describe the Trust’s commitment to risk management, the recognition that our aim is to protect patients, staff and visitors from harm, and stress that all staff have a responsibility to minimise risk.

Infection Control - In accordance with the Health Act (2006) all staff are expected to comply with National and local Infection Control policies and procedures and any other related infection prevention policies or procedures. In addition all staff who‘s normal duties are directly or indirectly concerned with patient care should ensure they have received annual mandatory training (including hand hygiene).

Equal Opportunities -The post holder will treat all colleagues, service users and members of the public with respect and dignity regardless of their gender, age, race, colour, religious beliefs, religion, nationality, ethnic origin, social background, sexual orientation, marital status, and disability, real or suspected HIV/Aids status, criminal background and Trade Union status. The Trust has Policy for Equality and it is the responsibility of all staff to ensure that this is implemented.

Health & Safety

All staff must be aware of the responsibilities placed on them by the Health & Safety at Work Act (1974) to ensure that the agreed safety procedures are carried out to maintain a safe condition for employees, patients and visitors.

Professional and NHS Codes of Conduct

You are required to act at all times in accordance with the relevant professional Codes of Conduct and Accountability (including, where applicable, those for Board Members). In addition, all management staff must comply with the ‘Code of Conduct for NHS Managers’ and ‘Standards of Business Conduct for NHS staff’.

Financial Management and Control of Resources

All staff are responsible for the security and the property of the Trust, avoiding loss or damage, and being economical and efficient in the use of resources.

Staff are required to act in accordance with the rules and regulations as described in the Trust’s ‘Policy Relating to the Financial Management and Control of Resources’.

Customer Care

It is the aim of the hospital to provide patients and clients with the best possible care. All staff are required to put the patient / client first and do their utmost to meet requests and needs courteously and efficiently.

Personal/Professional Development Planning / Mandatory Training

All staff should have a personal development plan and in conjunction with their manager, should actively determine and pursue agreed training and development needs and opportunities. All staff are required to attend mandatory training as designated by the Trust.

No Smoking

East Kent Hosptials NHS Trust has a no smoking policy.Staff are not permitted to smoke within or on Trust premises

EastKentHospitals NHS TrustAgreed Knowledge and Skills Outline

Post:Support Secretary Ward/Department:Ambulatory Care

Post Holder Signature: UC&LTC Division

Print Name:

Line Manager Signature: Base:QEQM Margate

Date Agreed:

Date Verified by KSF Group:

DIMENSIONS

/ Required for post? / Level for Post

CORE

Communication / 1 / 2 / 3 / 4
Personal and people development / 1 / 2 / 3 / 4
Health, safety and security / 1 / 2 / 3 / 4
Service improvement / 1 / 2 / 3 / 4
Quality / 1 / 2 / 3 / 4
Equality, diversity / 1 / 2 / 3 / 4

HEALTH AND WELLBEING

INFORMATION AND KNOWLEDGE

IK1

Information processing / 1 / 2 / 3 / 4

IK2

Information collection and analysis / 1 / 2 / 3 / 4

IK3

Knowledge and information resources / 1 / 2 / 3 / 4

GENERAL

G5

Services and project management / 1 / 2 / 3 / 4
First gateway level to achieve after 12 months in post / Second gateway – full KSF outline

NB - If only one area in the dimension is shaded then this is the level expected at the foundation gateway.