MAIN DUTIES & RESPONSIBILITIES To provide a physical presence at the Inpatient Unit reception desk, meeting and greeting patients and their loved ones, including assisting with any patient queries and supporting any visitors or patients who may be distressed. To work within the hospice and service protocols and procedures to deliver a quality administration service for clinical services. To take telephone calls from patients, their loved ones, health professionals and support services, sharing the relevant sensitive, confidential and complex information and accurately documenting necessary points. To maintain accurate information of the clinical database, particularly with admissions, discharges and deaths.
To organise meetings, including invitations, agendas, and take minutes, ensuring these are circulated in a timely manner. Receives admissions, assists with organisation of discharges/appointments communicating with other departments as required. Participates in the induction of staff. Uses the ward NHS email account for out of hour prescriptions, continuing health care information, liaison with outside agencies.
Liaises with internal and external organisations, colleagues and professionals as required Takes the initiative when reporting adverse comments, complaints, untoward incidents and faulty equipment to Senior Ward Staff / Clinical Lead Inpatient Services. Participates in the collection of data for ward audits as required Demonstrates awareness of the need to implement cost effective measures when using resources Communication Maintain positive and effective communication and relationships with patients, their loved ones and all other professionals to enhance a dignified and high standard of care provision Understanding of the need for effective communication in discussing end of life care with individuals reaching the end of life and those close to them Give information in a sensitive and planned way to allow time and privacy. Language should be clear and understandable, avoiding jargon. Written information may be given to family to take away.
Communicate complex and sensitive patient information to colleagues within the primary healthcare team and to other multi-disciplinary team members. At all times have an awareness of potential barriers in communication, understanding how to overcome these barriers, to maintain effective communication and equity of service provision. Education and Training Support the induction of new staff. Support clinical teams in the use of I-Care Personal Development Take responsibility for own learning and development and participate willingly in training and development activities and proactively identify any training needs and discuss with manager.
KEY WORKING RELATIONSHIPS The main internal and external contacts the post holder will work with includes: Patients and their loved ones - To be able to communicate effectively and sensitively when imparting information that could be highly stressful and emotional. Ensuring effective and honest communication considering the level of understanding, culture and background Line Manager and Colleagues - Communicates clearly and regularly discussing, reporting and sharing key information about patients and their loved ones. Working collaboratively across the Hospice in the best interests of the patient. Hospice Multidisciplinary Team and Volunteers - Work collaboratively across all disciplines and departments to provide timely information to patients and their loved ones ensuring care is effective and coordinated.
Senior Management Team and the Registered Manager - Work in collaboration to ensure patient quality and safety is a high priority. Frequent contact with external agencies such as Greater Manchester Integrated Care Board, Hospitals within Northern Care Alliance, Primary Care Services, Northwest Ambulance Service, Continuing Health Care, Funeral Directors, Nursing agencies and Nursing Homes- Establish and maintain good working relationship with colleagues, so as to provide a comprehensive service to patients and loved ones to enable good liaison and share best practice. Students across all disciplines providing a learning environment by supporting and providing I-Care induction. Trustees and donors ensuring a positive message is communicated about clinical services.
ORGANISATIONAL RESPONSIBILITIES To adhere to all Bury Hospice standards, policies and procedures. To conduct all work in a manner reflective of the organisational values and behaviours. To comply with General Data Protection Regulation (GDPR); an understanding of and commitment to the appropriate handling of all confidential data. To promote awareness of, and respect for, equality and diversity in accordance with Bury Hospice policies and procedures.
To actively engage in fundraising within the Hospice and for the hospice. This job description is not exhaustive and serves only to highlight the main requirements of the role. The line manager may stipulate other reasonable requirements; the job description will be reviewed regularly and may be subject to change

Please refer the Job description for details