Patient Liaison Manager - Royal Marsden Hospital (12 months fixed term contract)

Position: Patient Liaison Manager (12 Months fixed term contract - covering Mat leave)

Location: Royal Marsden Hospital – Sutton & Chelsea

Salary: £36,000PA / £17.31ph

Hours per week: Full time, 40 Hours per week - Mon-Fri - 09:00/18:00

Responsible for: Royal Marsden Site Team & ACA workforce

Accountable to: Head of Control & Hospital Operations

Key Working Relationships:

* Customers including hospital NHS personnel and ambulance trusts

* Patients, relatives, and carers.

* The general public.

* CAS managers

* Royal Marsden Patient Liaison Assistants

* Royal Marsden Ambulance Care Assistants

* Colleagues at all levels

* On a daily basis, liaise with clinical and non-clinical staff across the organisation, providing and receiving information.

* External agencies in relation to patient experience and safeguarding, such as:

o Patient Advice and Liaison Service (PALS)

o Independent Complaints Advocacy Services

o Other NHS and independent patient experience teams

o Local Authorities

o Social Services

o Police and ambulance services

* Other safeguarding teams

Main Purpose of the Role: The Patient Liaison Manager will be responsible for delivering a safe, caring, and efficient service to all patients being transported within the NHS. This role is highly engaged in the service delivery of the contract, responsible for the day-to day running across both Royal Marsden locations, engagement of patients and being first point of contact for any trust escalations.

The Patient Liaison Manager is responsible for supervising the performance of the service to our patients and focusing on timeliness, Infection prevention, high-quality care, safety and providing performance data to the Head of Imperial Hospital Operations.

The Patient Liaison Manager will be a direct line manager for the onsite Patient Liaison Assistants and Ambulance Care Assistants.

Key Tasks:

• To provide effective management, support, and guidance to a team of staff with responsibility for team appraisals, absence management, personal development, and staff communication.
• To be the first point of contact and escalation for the Trust
• Complete daily checks in line with company policies and procedures
• To be responsible for the stability and performance of the contract with an overall monthly performance KPI target of 95%
• To achieve a monthly abort rate no higher than 3% per month
• Ensuring outpatient call aheads are completed with an 85% target of completion per month
• Maintain the workforce vehicle daily inspections (VDI) ensuring a minimum of 95% completion rate each month
• Ensure the Friends and Family Test (FFT) is completed and achieve a minimum survey response rate of 80% per month against the total OPD activity.
• Overall responsibility for the efficiency of CAS resources and sub-contractor allocations by daily planning reviews
• To liaise with fleet and organise vehicle maintenance such as servicing, MOT’s and deep cleans
• Complete investigations into incidents in line with company policies and procedures
• On site presence 4 days a week, ensuring full site cover across both locations.
• Liaise with third party providers to co-ordinate onwards movement.
• To accurately report any/all concerns including safeguarding
• Handle informal complaints or issues, patients or staff bring to your attention, ensuring action is taken to de-escalate a complaint or escalate to the Head of Control & Hospital Operations where appropriate.
• Collaborate with Head of Control and Hospital Operations to review sub-contractor performance and increase efficiencies
• Ensure all tasks completed work towards achieving performance targets, proactively finding solutions where performance is at risk.
• Take part in internal and external audits/inspections of services to provide evidence and information to support the process.
• Undertake patient-facing duties focusing on assisting and supporting crews with patient movements/manual handling tasks in and out of the sites.
• Where necessary assist patients to vehicles and to/from wards/departments around the hospital including comfort breaks.
• Where necessary transport patients to/from their appointments.
• Build and maintain links with hospital teams and Trust to support positive working relationships to ensure a collaborative approach to managing patient care.

This list is not exhaustive, you will be required to perform ad-hoc duties, within your skill base, as required by the Company to support an effective and efficient service.

Personal

• To be responsible for own personal and professional development, including statutory and mandatory training and continuous professional development.
• To attend and actively participate in Company refresher training as required.
• To ensure that statutory regulations and organisational policies and procedures are implemented and adhered to at all times.
• To demonstrate commitment to the Company’s values and display high standards of integrity and professionalism towards patients, public, customers and colleagues.

General Requirements:

1. Our Values: The post holder must treat all colleagues in a manner that conveys respect for the abilities of each other and a willingness to work as a team.

The post holder must uphold our Company values:

• Kind
• Inclusive
• Accountable
• Adaptable

2. Policies and Procedures: All duties and responsibilities must be undertaken in compliance with the Company’s policies and procedures. The post holder must familiarise the ways in which to raise a concern to the Company, e.g., Freedom to Speak Up and Whistleblowing. In addition, ensuring incidents and near misses are reported in a timely manner.

3. Health and Safety: The post holder must be aware of the responsibilities placed upon themselves under the Health and Safety at Work Act 1974, subsequent legislation, and Company policies, to maintain safe working practices and safe working environments for themselves, colleagues, and service users.

All Company premises and NHS Trusts are considered as smoke free zones.

5. Confidentiality: Everyone working for or on behalf of the Company are bound by a legal duty of confidentiality (Common Law Duty of Confidentiality). The post holder must not disclose either during or after the termination of their contract, any information of a confidential nature relating to the Company, its staff, its patients, or third parties, which may have been obtained in the course of their employment.

6. Equality and Diversity: We believe that equal opportunity and diversity is vital to the success and an essential prerequisite to the achievement of its goals in delivering seamless, high quality, safe healthcare for all, which is appropriate and responsive to meeting the diverse needs of individuals. In working to achieve our goals, it is important that staff and users are treated, and treat others, equitably, with dignity and respect, and are involved and considered in every aspect of practice and changes affecting their employment or health care within the Company.

7. Infection Prevention and Control: The post holder will ensure they follow the Company’s infection prevention and control (IPC) policies and procedures to protect patients, staff, and visitors from healthcare associated infections. They will ensure that they use personal protective equipment (PPE) in accordance with policy and procedure. All staff must challenge non-compliance with IPC policies immediately and feedback through appropriate line managers if required.

8. Safeguarding Children and Adults: We take our responsibilities to safeguard and promote the welfare of children and adults seriously. The Company expects all staff to identify their own responsibilities appropriate to their role within statute and guidance. This will include accessing safeguarding training and may include seeking advice, support, and supervision from the service’s safeguarding team. Where staff are unclear of their responsibilities, they must seek guidance from their manager.

9. Disclosure and Barring Service (DBS): If the post you are undertaking requires you to complete a DBS disclosure, this will be managed and processed in line with the DBS Policy.

Person Specification

Essential:

• Full UK driving with no more than 6 penalty points
• Knowledge of legal and regulatory requirements of CCG authorisation.
• Knowledge of health and safety standards.
• Excellent verbal and written skills.
• Ability to work within a multi-professional team and to develop team working.
• IT skills (databases and Microsoft Office).
• Demonstrate high levels of emotional intelligence.
• Ability to listen and document feedback concisely and without bias.
• Excellent time management and organisational skills.
• Physically fit to carry out manual handling duties.
• Able to work under pressure and cope with change and conflicting priorities.
• Willingness to travel across regions.
• Model professional behaviours.
• Engaging and positive personality.

Desirable:

• ACA qualified
• Experience of investigating patient safety incidents.
• Management experience in a health care setting.
• Experience of dealing with difficult and challenging situations.