Aftercare Officer

NHS; Coventry; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare organization based in Coventry seeks an Aftercare Officer to support the Aftercare Manager and engage with patients and families. The role focuses on managing patient feedback and support during recovery, ensuring continuity of care. Ideal candidates will have strong interpersonal skills and experience in a pre-hospital or critical care environment. If you are compassionate and organized, this position may be perfect for you.

Qualifications

• Excellent interpersonal skills in various communication mediums.
• Strong verbal and written communication skills.
• Ability to work effectively under pressure.

Responsibilities

• Management and documentation of patient feedback.
• Support post care engagement and coordinate feedback.
• Act as SPOC for patient stories and support.

Skills

Interpersonal communication

Compassion

Administration skills

Data entry

Teamwork

Time management

Education

Experience in pre-hospital or critical care environment

Full UK driving licence

Job description

PLEASE NOTE, WE WILL ONLY CONSIDER APPLICANTS WHO APPLY DIRECTLY ON OUR WEBSITE

TAAS is committed to delivering a gold standard of care to patients and families, recognising that care extends beyond the scene of an emergency or the doors of the hospital. Our investment into aftercare services is rooted in a compassionate, patient-centred approach to ensure long-term wellbeing, recovery, and connection.

The role of an Aftercare Officer is to support the Aftercare Manager role, alongside being a single point of contact (SPOC) for patient stories and speaker support, across both HEMS and NCAA (National Childrens Air Ambulance). This allows TAAS to create a full circle model of care covering both HEMS and NCAA patients, families and crews with a strong impact and storytelling potential.

Main duties of the job

The newly created TAAS Aftercare Officer would directly support the Aftercare Manager, taking on

operational, logistic and administrative duties to ensure continuity, efficiency and a gold standard of aftercare support. The breakdown would be:

Direct aftercare support to NCAA (50%).

For a full job description, please click on the link

About us

TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice.

As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding, complete relevant Safeguarding training and report any concerns they may have. TAAS operate a safer recruitment process, as part of our Safeguarding policy, which includes identifying and rejecting anyone who may be a risk to vulnerable people.

Job responsibilities

Management and documentation of patient feedback.

Support post care engagement/post contact journey.

Base visits - Arrange, plan and support base visits as family/crew reunions.

Engage in long term contact, long term recovery and wellbeing. Community building, onward charity pathways.

Escalate complex emotional or clinical concerns to AM.

Coordinate feedback and report data, themes and trends.

Proactively seek feedback from patients on the effectiveness of the care delivered by TAAS operational crews using means to suit the patient and optimise their feedback.

Support patients and families that already have established links including those whose journey has finished but may still wish to support TAAS with patient stories, speakers or as ambassadors.

SPOC:

Act as the SPOC/gate keeper for patient stories and patient speakers with aftercare support and follow up tracking.

Launch target appeals to support aftercare and patient stories.

Share patient and family stories with charity teams (with consent) to highlight the impact of our work, and the impact they have on us.

Coordinate patient speakers and storytellers for events, internal communications, and campaigns, gatekeeping the requests and use.

Promoting the work of TAAS through sharing their story to external audiences,

Maintain a TAAS patient and family stories database, ensuring details are correctly stored, edited and inputted as required, maintaining GDPR throughout. This includes obtaining and securing informed consent forms.

Enable the wider TAAS charity team to have access to Aftercare for vital charity activities so that we can continue to provide for the patients of the future.

Person Specification

Qualifications

• Excellent interpersonal skills in telephone, email and face to face communications,
• demonstrating empathy and compassion when dealing with distressing and emotional
• situations.
• Good administration skills and able to accurately complete data entry.
• Strong verbal and written communication skills
• Able to build supportive relationships with, service users, external stakeholders, and internal relations.
• An ability to work as part of a team and able to work independently using own initiative and
• able to prioritise workloads.
• Able to adapt to and influence change with positive and proactive approach, prepared to
• generate new ideas and move them forward.
• Ability to work effectively under pressure and in potentially emotive situations.
• Able to always maintain a high level of professionalism, as appropriate to the role.
• An Understanding of patient confidentiality.
• Confidence working with sensitive information
• Full UK driving licence. Willing to travel.
• Approachable.
• To occasionally work evenings and weekends.
• Effective time management, prioritisation and organisational skills.
• Demonstratable experience within a pre-hospital or critical care environment and/or
• previous patient facing experience, including working with bereaved families.
• Knowledge and experience in either prehospital emergency medicine, emergency, critical
• care or trauma ward environment. (non-clinician, ex police, fire, nurse, etc)
• Previous patient facing experience, including working with bereaved families.
• Experience of delivering compassionate conversations.
• Demonstrate an ability to work through complex ethical dilemmas involving patients and
• their families.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.