Complex Case Manager Support

at  East Lancashire Hospitals NHS Trust

The Complex Case Managers and Support are part of the Integrated Neighbourhood Team which consists of health and social care professionals and administrative staff working alongside the Primary Care Networks to support patients, with complex needs, across Blackburn with Darwen,
preventing hospital admissions and supporting patients to remain at home. The Complex Case Manager Support role is required to enable the Complex Case Manager and the wider multi professional team working under the right care, right place, right time agenda to ensure everyone is working
together to provide more local and personalised services for patients within the Community Setting.
Car driver with access to a vehicle is essential
This Complex Case Manager Support role provides assistance and support with front line duties as part of the multi disciplinary decision making processes, assessment and intervention, assisting in the provision of a quality support service; liaising with patients, families (and carers), members of the Primary Care Networks and other agencies; commissioning packages of care where required whilst ensuring that patients and service users access the right professional/service required
Established in 2003, East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute and community healthcare for the people of East Lancashire and Blackburn with Darwen.
The organisation puts safety and quality at the heart of everything we do, invests in and develops its workforce, works with key stakeholders to develop effective partnerships and encourages innovation and pathway reform to deliver best practice.

We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work and achievements.

• Day to Day management and organisation of administration and clerical

duties for the Complex Case Managers within the Integrated Neighbourhood Team: dealing with queries from
patients, GPs, other health and social care professionals in a timely
manner. Schedule and co-ordinate attendance to MDT meetings and
case progression meetings with all applicable professionals using own

initiative and integrity.

• Typing and processing of correspondence, reports and other documents

on a daily basis utilising Microsoft Teams, Office/Word, Community
EMIS, GP EMIS Web, EPTS and Social Care LAS system. Utilise

Power BI for reporting of data.

• To actively support co-ordination and progression of our patients/service

users through their case management and onward progression to MDT

meetings where necessary.

• To ensure that our patients/service users are discharged from each base

in a safe and timely manner.

• To facilitate discharge planning meetings which involves liaising with

other healthcare professionals, patients/service users and their
families/carers in order to assess and commission required aftercare

following discharge.

• To support the monitoring and reporting of delays in the patient journey.
• To respond to queries and requests for information in a timely and

responsive manner within the remit of knowledge and role.

• Regularly update individual health and social care records held on

multiple electronic systems: Community EMIS, GP EMIS Web, Social
Care LAS systems, ensuring attention to detail and terminology used
when updating the history of these complex patients who often have

various care plans and multiple professionals input.

• Input, organise and file documents appropriately, to maintain an efficient

centralised system.

• Utilise experience, knowledge and autonomy to address issues or

complaints as and when they arise. Refer any complaints or unresolved

issues to the line manager or delegated person on duty.

• To provide training to new members of staff/integrated staff such as

TAPPS, Social Prescribers and other support staff from Voluntary
Services. This includes induction support and training to view/edit
patients records on electronic systems including: Community EMIS, GP
EMIS Web, Social Care LAS systems and various Microsoft packages.
Specific training is required to support staff to learn and understand the
strength based approach we pull upon to establish what is important to
the patient when completing the care plans. Further training is needed to
enable staff to format and upload the individualised care plans on the

relevant electronic systems.

• Day to Day line management of administrative staff including conducting

appraisals, sickness absence recording and support to develop
individuals. Having the freedom to act upon work related issues

supported by knowledge and understanding of HR processes.

• To provide a professional, efficient and comprehensive support service

to INT, having the autonomy to develop processes and pathways within
your locality, such as: developing the flow of MDT meetings, adapting
the frequency of meetings, designing template for care plans, etc. Seek

peer support and share best practice within the Action Learning Sets.

• Effective monitoring, recording and analysis of data targets/KPI’s;

including referral numbers, waiting times, length of time on caseload and
record patient outcomes from the MDT meetings. Weekly monitoring,
updating and recording of capacity and demand, numbers of inbound
referrals awaiting triage and any other performance related measures

for the Complex Case Managers within Integrated Neighbourhood Teams, ensuring the wider neighbourhood professionals involved with the patients care are aware of the current state. Design and develop performance reports whilst incorporating the defined KPI’s as set by the Clinical Commissioning Group.

• Build and maintain effective relationships with key INT partners,

especially with your locality GP Practices, and other referring
professionals such as IHSS, Community Therapy, nominated Social
Workers, Social Prescribers, Care Navigators, Care Home Managers,

Community Police Liaison Officers, Lancashire County Council etc.

• Recording individual patient/service user journey information and

associated costs through Aristotle XI.

• To contribute to policy and service development within INT and

compliance with all relevant East Lancashire Hospitals Trust policies and

procedures, e.g Development of localised referral forms and associated data collection spreadsheets, ensuring compliance with Community datasets as outlined/defined by Clinical Commissioning Groups and Trust objectives.

• To be competent in the production of relevant reports to meet both

organisations’ governance and reporting requirements using a range of
IT systems including Community EMIS, Power BI and excel

spreadsheets.

• Manage effective office systems and processes which could be of a

confidential nature to deal efficiently with paper flow and storage of
paperwork and computer-based information to ensure that information

can be retrieved immediately if needed.

• To be flexible in undertaking proactive self-management in order to

effectively prioritise own workload, deal with unpredictable work

demands and interruptions, meet expected and unexpected deadlines.

• Demonstrate an empathic and reassuring approach when dealing with

sensitive issues arising within the office, via the telephone and/or arising

from the MDT meetings.

• Support qualified professionals undertaking designated tasks, e.g

arranging best interest meetings/MDT meetings, ensuring patients,
family members and relevant professionals are invited to attend. Minute take and produce an accurate reflection of the meeting discussion. Other
types of support may include accompanying the co-Ordinator on home

visits, considering dynamic risk assessments, safety and security etc.

• Undertake assessments which may result in the commissioning of short term services such as crisis care, reablement, residential rehabilitation or

short term packages of care as well as prescribing low level equipment

and directing appropriate referrals to the voluntary sector services.

• Monthly audits/stock takes of stock and non-stock items, raising

procurement orders to replenish items in a timely manner. Items may
include stationary, patient leaflets, office cleaning items, etc. Awareness
of budgetary limitations is required

• Regularly update individual health and social care records held o