Patient Experience Coordinator - A&E

at  Moorfields Eye Hospital NHS Foundation Trust

The post holder, after the necessary training and induction, will be an integral member of the multidisciplinary outpatients’ team, assisting the team in ensuring improved patient experience, service efficiency and provision of an efficient and comprehensive patient pathway. They should
have the ability to work independently as well as working closely with other members of the team.
The post holder will be a key member of staff and will be integral to the success of the hospital, thanks to their interactions with both clinical staff and patients. The patient experience coordinator will typically spend time assisting patients and their carers/families in the reception and waiting
areas, sometimes spend time talking with patients that are in need of companionship. They are responsible for ensuring the safety and well-being of service users, and should always work in a manner that promotes the dignity and human rights of patients and clients.
The post holder will support the outpatient clinics working alongside the multidisciplinary team within the service.
Assist patient and their families/carers with way finding to ensure they check in at the correct clinic .
Assist patients with checking in to clinic, using the patient kiosk if appropriate, reinforcing that patient will be seen in appointment time order, not arrival time.
Inform clinical Senior Nursing staff of patients who require prioritisation – those with poor vision, decreased mobility, patients with helping hand stickers so that they are seen in a timely manner by the clinical team
Assist patients with mobility issues, assist as required into the clinic bay.
Ensure that patients in waiting area are aware of how they can get refreshments while in clinic reassuring them that if they leave the clinical area to make calls they will not miss their appointment slot.

t Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Assist patient and their families/carers with way finding to ensure they check in at the correct clinic .
Assist patients with checking in to clinic, using the patient kiosk if appropriate, reinforcing that patient will be seen in appointment time order, not arrival time.
Inform clinical Senior Nursing staff of patients who require prioritisation – those with poor vision, decreased mobility, patients with helping hand stickers so that they are seen in a timely manner by the clinical team
Assist patients with mobility issues, assist as required into the clinic bay.
Ensure that patients in waiting area are aware of how they can get refreshments while in clinic reassuring them that if they leave the clinical area to make calls they will not miss their appointment slot.
Ensure that patients are offered a patient pager so that they can leave the clinic to get refreshments, use the phone, or use the toilet facilities.
Communicate any delays in clinic to the reception staff and the patients and relatives to ensure they are kept informed
Ensure that patients who arrive by hospital transport are highlighted to clinical staff and then post appointment are escorted back to the transport department
Highlight to the senior clinical team those patients requiring urgent care, multiple appointments and any other underlying circumstances during attendance.
Report any concerns and patient queries to the senior staff member in the clinic.
Report any issues of spillage, overfill domestic waste bins with domestic staff.
Identify bottlenecks in clinics
Assist with giving patients the friend and family feedback cards to ensure that feedback is obtained following the patients visit.
Ensure that confidential data is removed at the end of each clinic
Liaise with other patient support services e.g. LVA, CVI and patient counselling services patients running late clinic appointment

Please refer the Job description for details