JOB PROFILE

Post:Inpatient Unit (IPU) Ward Clerk

Accountable to:IPU Assistant Director

Responsible to:IPU Senior Ward Clerk

Place of work: North London Hospice, Finchley, N12 8TT

Hours of Work:Average 36 hours per week inclusive of weekends

Scale:CH31

Key Working Relationships:

IPU Clinical Team

Centre Administrator

Housekeeping Team

IPU Volunteers

Job Summary:

Based on our Inpatient Unit at North London Hospice the post holder will provide all round support to enable our clinical teams to deliver patient care. They will work very much as part of the Inpatient Team.

Function:

  • Receive patients and visitors in a welcoming manner and direct them appropriately both in person and by telephone.
  • Answer and process all telephone queries promptly and efficiently, taking responsibility for the call and ensuring that requests are carried out and the utmost is done to help the caller
  • Manage digital record systems
  • Managing NHS email account processes
  • Input patient data
  • Systematically manage patients paper notes
  • Ensure all clinical and non-clinical areas are kept ready use at all times to minimize risk
  • Ordering NHS logistics for IPU and extended services
  • Ordering non NHS logistics items
  • Stock rotation and effective management of clinical and non clinical stores
  • Meeting with patients and families who would like to view the facilities prior to admission
  • Meeting and greeting patients and families on admission ensuring they are orientated to their surroundings
  • Orientation of new staff to the environment on IPU
  • Ensure office equipment and is maintained and in full working order
  • Managing appointments for inpatients
  • Signposting service users to others aspects of North London Hospice
  • Pharmacy, scanning, copying/faxing appropriate information to BGH pharmacy dept.
  • Manage and support admin volunteers to complete appropriate tasks
  • To respond to any equipment/system failures and/or building or services issues including telephone and IT system in collaboration with the Facilities Department and external contractors out of hours as appropriate
  • Effective management of equipment on the in-patient unit and its maintenance.
  • Organise family meetings
  • Check information regarding patients continuing healthcare funding
  • Ensuring the rota for Inpatient Volunteersis covered and to take action to fill gaps in the rota by using the Volunteer database.
  • To liaise, oversee and support Inpatient Volunteers carrying out mealtime duties such as serving meals and washing up, this includes checking adequate cover is in place to cover mealtime service and taking action when it is not.

Weekend additional role

  • To oversee the smooth running of our Front of House function including NLH Coffee Shop.
  • Act as a point of contact for weekend Front of House volunteers, ensuring the rota is covered and to take action to fill gaps in the rota.
  • To facilitate the smooth running of any FOH activities which may take place at the Hospice such as such as Tea at Three entertainment, training courses, meetings, counselling sessions at the weekends
  • Liaising with Valeside kitchen staff to facilitate washing up and next service prep if there are no volunteers available

ADDITIONAL DUTIES:

  • In addition to these functions employees are required to carry out such other duties as may reasonably be required.
  • At all times work in compliance with the Data Protection Act, the Computer Misuse Act and the principles of Caldicott guardianship
  • Staff are expected to understand their responsibilities as outlined in the infection, prevention and control policy and related guidelines, comply with all stated systems and maintain their knowledge of infection prevention and control relative to their role
  • To participate in the annual performance review programme.
  • This job description is not exhaustive. The Hospice reserves the right to add to, adjust or alter at any time in agreement with the post holder.

Communication

The post holder will:

  • Have excellent communication skills, tactfully taking calls from patients, carers and professionals in the community, managing their concerns effectively and sensitively.
  • Foster good working relationships and effectively communicate with members of the multi-disciplinary team, users of service and other teams working with the hospice.

Personal and People Development

The post holder will:

  • Be someone who is organised, flexible, friendly, intuitive and compassionate.
  • Actively participate in the hospice Personal DevelopmentReview process to identify their own learning needs, take necessary steps in order to reach personal/professional objectivesand maintain a record of their own learning.

Health, Safety and Security

The post holder will:

  • Identify risks as they arise, carry out risk assessments, referring on where necessary and taking immediate remedial action as required.
  • Ensure self and others adhere promptly to the incident reporting policy and complete appropriate form and action plans.
  • Recognise risk as covering all aspects of the Hospice including patient welfare and care, facilities and estates and finances.
  • Work in accordance with Hospice policies, procedures and guidelines.
  • Attend organisational mandatory training relevant to your role as required by your manager.
  • Staff are expected to understand their responsibilities as outlined in the infection, prevention and control policy and related guidelines, comply with all stated systems and maintain their knowledge of infection prevention and control relative to their role.

Quality and Service Improvement

The post holder will:

  • Collaborate with other members of the facilities team in ensuring the building and its equipment and services are fit for purpose.
  • Act consistently within legislation, policies and procedures.
  • Use and maintain resources efficiently and effectively and encourage others to do so also.
  • Prioritise own workload, and organise and carry out own work in a manner that maintains and promotes quality.

Equality and Diversity

The post holder will:

  • Promote a culture which respects and values diversity, and support patients, visitors and staff in exercising their rights.
  • Recognise and report behaviour, which undermines equality and diversity in accordance with organisational policies and current legislation.

PERSON SPECIFICATION – IPU Ward Administrator

Essential / Desirable / Evidence
Qualification / An acceptable standard of written and spoken English. / Recognised administrative qualification
Advanced European Driving Licence
O level/GCSE maths or equivalent / Application form and certificates
Experience / Experience gained within a facilities or administrative function within a healthcare/hospitality setting.
Proven experience of multi – tasking, general problem solving and providing support to a healthcare service / Healthcare
Environment
Experience inVolunteer Management / Interview and application form
Personal
Skills / Intermediate IT skills, Word, Excel
Data management skills - setting up, inputting and extracting data
Confident in dealing with and solving IT issues including supporting meetings, training courses and presentations
Ability to prioritise tasks and organise own time effectively
Ability to work under pressure
Confident, professional and sensitive manner both face to face and over the telephone / Advanced IT skills / Interview and application form
Personal characteristics / Assertive
  • Approachable
Empathetic
Positive
Pragmatic
Energetic
Enthusiastic
Self starter
Flexible / Interview
Other / Fitness to undertake all duties
Commitment to learning and development
Comfortable working in an environment providing a service to people at end of life / Interview