Communication Contact patients to arrange and manage Waiting Well appointments, including re-scheduling if needed. Help patients understand information clearly and overcome any barriers. Follow up with patients who do not attend appointments to find out the reason and offer support.
Remind patients of upcoming appointments and check if they plan to attend or need to re-schedule. Respond to anxious or worried patients and relatives with patience, tact, and discretion. Deal with messages from clinicians, GPs, and other staff, keeping the Service Manager informed.
Record communications accurately. Handle sensitive information, including patient records and staff development details, professionally and confidentially. Communicate complex or sensitive information clearly, both verbally and in writing. This may include programme procedures, key performance indicators, referrals, and evaluation data.
Keep the Service Manager updated on progress and any challenges. Take appropriate action on complaints, seeking guidance when needed.
Planning & Organisation Arrange and manage appointments independently, ensuring the service runs smoothly. Re-schedule appointments or admissions if patients or the programme need to change them.
Make the best use of clinic time and staff resources. Check patient lists and data for accuracy, contacting GPs when needed. Make onward referrals for patients and keep the team informed of any issues. File outcomes and correspondence correctly in patient records and maintain an accurate filing system.
Organise and monitor staff rotas and clinic venues in collaboration with the health promotion practitioners and Service Manager. Maintain programme trackers and records to a high standard with support from the team. Monitor the programmes generic email inbox and message pool, responding to queries promptly.