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The Non-Specific Symptoms Care Navigator will form an integral part of the multidisciplinary team approach in coordinating appointments, investigations and onward care planning whilst supporting patients through their investigation journey. They will be the first point of call for a wide range of persons including GP’s administrative staff, acute medical and nursing staff, patients, and carers. The successful candidate will work closely with the Trainee ACP to ensure patients are seen and investigated in a timely manner, in line with National Targets including the 28-day cancer target and 18-week pathway. It is expected that the post holder will be able to work within a specialised team autonomously, using their own initiative within the remit of the role but under the guidance and supervision of the ACP. The post holder is expected to be familiar the healthcare context, with knowledge and evidence of medical terminology, and educated to a level required to perform the role with relevant experience.

The post holder will demonstrate excellent organisational skills, must be flexible in approach, able to exercise initiative and demonstrate a consistently high standard of professionalism, being aware of the need for confidentiality and integrity. A key aspect of the role involves daily and direct (e.g. face to face and telephone) communication with patients, relatives, carers, and other health and social care professionals. The information and nature of the communication required is sensitive due to the nature of cancer. Communication in this context requires a high degree of empathy, understanding, diplomacy, honesty and integrity and for this reason post holder will have excellent communication skills and be willing to undertake on-going training and development.

· Work as a Health/Social Care Assistant to assist with the coordination and management of patients undergoing investigation at Sandwell & West Birmingham Hospital Trust (SWBHT).

· Be the point of contact for all routine enquires facilitating communication and information flows, initiating and responding to correspondence and resolving enquiries.

· Provide information to patients related to investigation/follow-up and signpost to appropriate healthcare providers within remit of role and guidance.

· Assess and interpret the needs of individuals attending/contacting the service and respond effectively to their needs providing a professional quality service.

· Provide telephone advice and triage where appropriate, working within defined protocols and guidelines. Documenting and communicating outcomes as per service specification.

· Provide Level 1 psychological support within own knowledge boundaries following appropriate training.

· Under the instruction of the ACP perform the administration elements of Care Planning using designated screening tools as appropriate

· To participate in collating patient surveys/patient experiences surveys and develop action plans alongside the CNS.

· Document all interactions both verbally and written with accuracy and in line with Trust policy and procedure.

· Demonstrate excellent communication skills both verbal and written.

Main Responsibilities:

1. Ensure patients and carers are treated with dignity and respect and in keeping with the SWBHT approach.

2. Provide dedicated and knowledgeable support to patients receiving care at SWBHT.

3. Demonstrate an understanding of both cancer pathways and timed pathways.

4. Supporting patients in the resolution of non-complex needs and concerns; documenting outcomes accordingly via a Care Plan, escalating to ACP where necessary.

5. Attend MDT meetings and provide assistance to the MDT by documenting outcomes and arranging tests, investigations, and outpatient appointments as a result of MDT decisions.

6. Co-ordinate the transfer / transition of care between service teams, or facilitation of service provision across interfaces of care – for example for patients being referred into other services for onward management and or care/treatment.

7. Develop good working relationships and liaison between other departments and Healthcare professionals within the SWBHT.

8. Participate in initiatives to explore patient experience and service feedback.

9. Use computer skills to document assessments.

10. Keep all assessments up to date electronically and maintain database.

11. Organise own workload and be able to update Clinical Nurse Specialists of progress in line with agreed work plan.

12. Monitor and check appointments and tests are booked and undertaken in an appropriate and timely manner.

13. Arrange and book appropriate outpatient and/or test appointments that may arise from instruction from the CNS team or as a result of concluding nurse-led clinics.

14. Ensure patients receive timely and appropriate information in regard to their diagnosis and treatment and signpost to appropriate supportive leaflets and literature.

15. Respond to telephone queries by a model of triage and appropriate referral to CNS or other allied healthcare professional.

16. Ensure accurate and timely documentation.

17. Communicate directly with patients, relatives and carers demonstrating empathy, understanding and respect. Information discussed and received will often require tact or persuasive skills, to ensure patients safety and understanding.

18. Assist in the discharge planning of patients with appropriate community follow up for their psychological needs or support.

19. Participation in obtaining and collating patient satisfaction with care using questionnaires, results of Friends and Family Test and new patient experience tools such as Evidence Based Design.

20. Assist the CNSs with the implementation of Treatment Summary Records

21. Maintain stock levels of relevant assessment tools, psychological support exercises and relevant Macmillan & local support information within the clinical areas.

22. Be aware of the particular physical and psychological needs of the patient, observe and listen and report on any changes to the patient’s condition or concerns, alerting the CNS or registered nursing staff so that any necessary treatment and/or reassurance can be given to maintain patient safety/well-being. This will involve prioritising a patient’s clinical and psychological symptoms and judging how best to action any concerns when there may not be a straightforward choice of options.

23. Plan and organise own workload to ensure patient needs are prioritised. Plan and organise own day to day workload, which will also involve liaising with several other healthcare professionals and external agencies.

24. Act as a facilitator to resolve issues that may be perceived as barriers to care.

25. Help patients and relatives overcome barriers to understanding when English is not their first language.

26. Reporting all complaints and untoward occurrences as per trust policy.

27. Participation in training and education opportunities for self-development and shared experience.

28. Participate in other duties to reflect an evolving healthcare service as appropriate.

Patient Information

29. Coordinate access to patient information and education resources for patients.

30. Undertake a focused mapping of the range of information / education support resources available in the local health and social care sectors.

31. Support the delivery of information prescription delivery in consultation with health professionals and according to any agreed information pathways, including printing of information.

32. Collaborate and work closely with local providers of validated information resources, users and user groups, including the Resource and Information Centre, and other registered providers.

33. Ensure all documentation is recorded accurately, legibly signed, and dated in accordance with Trust policies.