Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

DUTIES AND RESPONSIBILITIES

The post-holder’s responsibilities will be phased. Those in standard font will be undertaken from Day 1; those in italics are the responsibilities the post-holder will develop into over the duration of the apprenticeship.

The scheduling of patients SACT treatment, and Outpatients appointments, communicating with patients and relatives both face to face and on the phone, ensuring patients receive their appointments in a timely manner. Other administration skills will be required.      

It requires the individual to meet deadlines for appointments and targets, to communicate well with all members of the multidisciplinary team, patients, and their relatives and to act in a professional, courteous manor at all times.

KEY ROLE DIMENSIONS

Duties/Responsibilities in italics are to be developed during the apprenticeship period

Communication & Relationship Skills

• Exchange information with patients and staff on the admission and discharge of patients, both verbally and in written format
• Communicate complex information about chemotherapy appointment schedules to patients
• Communicate with patients who may be anxious, angry or upset
• Exchange relevant information with GPs and other health professionals
• Deal compassionately with distressing situations
• Liaise with other members of staff regarding patient notes and visits
• Maintain patient confidentiality at all times

Analytical & Judgmental Skills

• Resolve issues arising in own role, such as cancellation of patient appointments
• Use own initiative to liaise with clinical staff where necessary regarding patient queries
• Use patient information systems to assist patients and staff with solving issues
• Apply knowledge to correctly code treatment appointments and first definitive treatments
• Assess patients’ demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS

Planning & Organisational Skills

• Plan for patient appointments ensuring meeting clinic requirements, availability and protocol
• Ensure all investigation requests (e.g. phlebotomy) have been added to appointments ahead of clinic preparation
• Appropriate escalation in the event of unexpected patients and queries to resolve efficiently
• Use the iQemo scheduling system to book patients for treatment.
• Ensure that annual leave does not occur at the same time as colleagues
• Provide cover for colleagues across the department and at other trusts (remotely) who deliver chemotherapy activity in times of sickness and annual leave – therefore will be familiar with systems and processes in all areas.

Physical Skills

• Work in patient information system, requiring standard keyboard skills
• Use office equipment including PCs, printers and phones

Responsibility Patient/Client Care

• Provide comprehensive advice to patients/relatives regarding appointments
• Signpost patients to other areas of hospital

Responsibility Policy & Service Development

• Follow all relevant policy and legislation
• Work collaboratively with colleagues to ensure policies are adhered to

Responsibility Financial & Physical Resources

• Handle financial donations, frequently made by patients visiting the unit
• Ensure that office supplies are adequate, ordered and obtained for the smooth running of the unit

Responsibility Human Resources

• To provide induction support to new post holders
• Demonstrate workplace routines to less experienced members of staff

Responsibility Information Resources

• Update patient demographic details in patient information system
• Enter patient appointments and outcomes in patient information system
• Regular monitoring and actioning of new patient treatment requests and electronic outcome forms

Responsibility Research & Development

• Undertake surveys/audits as necessary

Freedom to Act

• Post holder is expected to follow all relevant protocols, SOPs and standard practice
• Administrative manager is available as point of reference for any queries and will meet regularly with staff
• Plan and organize own time and workload activity with prioritization
• Use own initiative to solve problems and answer staff and patient enquiries

Physical Effort

• Periods of time spent sitting at keyboard to input information

Mental Effort

• Concentration is required when making appointments and entering data on patient information system
• Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff
• Unpredictable pattern of working due to arrival of unplanned patients, cancelled clinics, staff absence and patient illness

Emotional Effort

• Direct interaction with patients suffering from terminal illnesses
• Receiving phone calls from family members informing of the death or deterioration of patients
• Frequent exposure to distressed patients who are upset or angry

Working Conditions

• Continuous use of VDU for patient management
• Very busy reception area
• Frequent exposure to physically ill patients in waiting area