PCN Aligned Community Team (PACT) Care Coordinator

NHS; Romford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading health service provider in Romford is looking for a motivated Care Coordinator to support older housebound individuals living with frailty. The role includes coordinating care, processing referrals, and contributing to public health campaigns. The ideal candidate will have NVQ level 2 literacy and numeracy, excellent interpersonal skills, and experience in a busy office environment. This position offers a salary range of £25,000 to £30,000 per year depending on experience.

Qualifications

• Experience working in a busy office environment is required.
• Experience in a patient-facing role in primary care is preferred.
• Ability to handle sensitive and confidential information.

Responsibilities

• Support the coordination of all key activities including access to services.
• Assist with processing referrals and managing appointments.
• Contribute to public health campaigns.

Skills

Excellent interpersonal skills

Organisational skills

Clear communication skills

Advanced IT skills

Team player

Education

NVQ level 2 or equivalent standard of literacy and numeracy

Tools

EMIS

Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access)

Job description

PCN Aligned Community Team (PACT) Care Coordinator

Are you motivated with excellent organisation and communicationskills? Do you have an interest in frailty? Do you have a passion for innovation andnetworking?

Havering Liberty Primary Care Network is lookingto appoint a Care Coordinator who has an interest in working with olderhousebound individuals living with frailty or complex needs to live longer andhealthier lives. The post holder will bepart of Havering Liberty PCN-Aligned Community Team (PACT), a team pioneering anew approach to neighbourhood integration, reaching out to, and working with,existing teams in a coordinated and purposeful way.

Main duties of the job

The PACT service is a collaboration with the Havering Place based Partnership aligning with its priorities of Age Well and Die Well. The service has been coproduced with service users, their loved ones, and staff. The PACT team aims to support older housebound individuals living with frailty or complex needs by:

• Providing a single point of contact for individuals and their carers
• Proactively undertaking comprehensive geriatric assessment to identify holistic needs and develop high quality, personalised, anticipatory care to promote rehabilitation and prevent deterioration
• Using networking skills to bring diverse stakeholders together to develop a single, integrated, community team around each individual patient, including specialist community services, social prescribers, voluntary sector organisations and GPs
• Supporting the transition from hospital to home through consultation and collaboration with acute care partners

The poster holder and PACT colleagues will be supported to take a quality improvement approach to monitoring outcomes, learning in real time, and developing adaptations to service provision, to continually improve the model.

About us

Havering Liberty Primary Care Network

We are a collaborative healthcarenetwork of five General Practices serving the population of Upminster andHornchurch with an extended multi-disciplinary team seeking to provideaccessible, patient-centred, and high-quality primary care services that promotesthe health and well-being of our community and our workforce.

Havering Liberty PCN is led by our ClinicalDirector and PCN Leadership Team who work together with the GP leads and theirpractice colleagues. The PCN issupported by its GP Federation, Havering Health Ltd, who are the employing bodyfor the workforce of the network. The GPFederation supports the provision of innovative, high-quality and responsiblehealth care services for Haverings residents.

Job responsibilities

Aim of the role:

The post holder will be expected to support their team to achieve the PCNs Values in their day to day work.

Patient centred care and health equity

Sustainability and efficiency

Collaboration and team working

Quality and excellence

Inclusivity and respect

Accountability and integrity

The post holder will support the work of the PCN aligned community team (PACT) in Havering Liberty Primary Care Network.

In line with the Havering Place based Partnerships priorities of Age Well and Die Well, the PACT team aims to support older housebound individuals living with frailty or complex needs to live longer and healthier lives. PACT aims to achieve this by:

• providing a single point of contact for individuals and their carers
• proactively undertaking comprehensive geriatric assessment to identify holistic needs and develop high quality, personalised, anticipatory care
• coordinating the provision of holistic, integrated care, through collaboration with other services/professionals, e.g. specialist community teams, social prescribers, voluntary sector organisations, GPs
• supporting the transition from hospital to home through consultation and collaboration with acute care partners

Key Responsibilities:

The post holder will work alongside other PCN colleagues to support the work of the clinical and non-clinical PACT members in the PCN in delivering the PACT service. They will assist coordination of all key activity including access to services, advice, information, and ensuring health and care planning is timely, efficient, and patient-centred. The post holder will be based at a primary care site and may visit patients in their own homes.

The post holder will:

work closely and in partnership with the PACT clinicians, leadership and GP practices.

• support the PACT colleagues through processing referrals, answering queries, making, and managing appointments.
• contribute to public health campaigns through advice or direct care.
• provide cross-cover to our other PCN non-clinical, non-leadership roles at times of annual leave and sickness.
• provide administrative support to PACT and GP practices.

Be prepared to handle irregular work schedules and independently address challenges as they arise.

Administrative Skills:

• Manage and maintain an efficient administrative system on behalf of others.
• Undertake word processing of all documents to a high standard, in an agreed style and using an appropriate referencing system.
• Utilise advanced level IT skills to create reports and presentations.
• Develop and maintain filing systems (electronic) to ensure effective access to relevant information.
• Prioritise own workload on a day-to-day basis to ensure that deadlines are met.
• Coordinate administrative arrangements relating to reporting requirements, to include the collation and presentation of documentation, preparing evidence and ensuring information is up to date.
• Oversee the facilitation and administration of meetings, including the production of agendas, coordination of papers and minute taking, ensuring that key documents are available within defined timescales.
• Update databases for sharing of appropriate information with internal and external stakeholders.
• Type medical or other reports under supervision
• Input generic data into organisational systems or in-house records.
• Use the patient records system to enter client related information and care events.
• Prepare monthly team reports on service activity.
• Cover other services, where necessary, which may require working on other sites.

Education and Development:

It is the responsibility of the employee to comply with all organisational and statutory mandatory requirements (eg. health and safety, infection control, equality and diversity, confidentiality, safeguarding adults and children, information governance) and to complete the required training.

Engages in annual appraisal, developing objectives to inform a Personal Development Plan, which may include 360-degree appraisal and use of patient feedback.

Undertake education and training that is appropriate to the role of care coordinator, as identified in Professional Development Plan.

Contribute to the training of staff, using informal and formal teaching sessions.

Contribute to the development and updating of resource and teaching packs for use by patients and/or staff in the clinical and education settings.

Communication:

Communicate effectively with a range of people, either in person or on the telephone, promptly and in a professional and courteous manner whilst recognising barriers to communication.

Ensure that complex calls from anxious and distressed clients/loved ones are passed to appropriate people to deal with effectively and appropriately, or escalated to senior staff member if appropriate

Respond to enquiries, and take appropriate action on behalf of the service, either by telephone, personal contact or correspondence, within agreed time limits.

Communicate with other health care professionals and address interface issues within primary, community and secondary care to ensure consistent and accurate transfer of information relating to patient care.

• Facilitate the smooth running of the service, dealing sensitively with any complaints, problems or issues arising, highlighting and referring problems as appropriate to the PACT clinicians or PCN Operations Manager.
• Take clear messages and pass them promptly to the appropriate member of the team using own judgement on urgency.
• Demonstrate effective communication skills and promote a positive image of the team with service users, carers, professionals and external agencies from a variety of disciplines, both within and outside the PCN.
• Respond to frequent enquiries made by clients/staff, either in person or on the telephone, promptly and in a professional and courteous manner in line with local policy.
• Work competently within current procedures for own working practices and, where appropriate, contribute to the development and implementation of changes to improve own working practices/service, policies, procedures and guidelines.
• Employ excellent written and verbal communication skills.

Clinical Governance

Contribute to the review of incidents and complaints, where appropriate

Be responsible for ensuring that accurate legible records are kept in accordance with local policies and legal requirements.

Report all complaints and incidents in accordance with local procedures and ensure that the line manager is informed.

Cooperate with any investigation within the organisation

Use audit and other measurement approaches to provide data to commissioners regarding the performance of the service

Quality Improvement

• Propose and implement changes to working practices to reflect the needs of the Service.

Participate in project work and/or QI initiatives for the PACT service

Support the PACT clinicians to collect performance data from service users, e.g. support service users to complete patient reported outcome measures

• Participate in audits and surveys as necessary. Provide support in the development of audit reports

To continually explore advanced digital options for data sharing and access to patient clinical information to ensure prompt and effective patient care across the interface.

To understand and implement all relevant and local policies and procedures

Raise quality issues and related risks with team manager or senior manager.

Evaluate the quality of own work, making improvements when necessary.

Equality and Diversity

To be aware of any religious/cultural needs of service users and ensure this is reflected in the care that is provided.

To access independent telephone interpreting where appropriate to facilitate safe and effective care

To treat service users, relatives and carers with dignity and respect at all times.

Other Duties

There may be a requirement to undertake other duties as may reasonably be required to support the practices/PCN. These may be based at other locations.

Confidentiality

In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the Company as a business organisation. All information is to be regarded as strictly confidential.

Maintains confidentiality of any information concerning patients in accordance with current policy on information governance.

Demonstrates respect for privacy and confidentiality in all interactions with patients and the public.

Person Specification

Experience

• Working in a busy office environment
• Working remotely
• Creating and maintaining office systems
• Handling sensitive and confidential information
• Working in an NHS environment
• Working in a patient facing role in primary care
• Experience of using EMIS

Demonstration of PCN Values

• Patient centred care and health equity
• Sustainability and efficiency
• Collaboration and team working
• Quality and excellence
• Inclusivity and respect
• Accountability and integrity

Skills

• Establish and maintain good working relationships
• Excellent interpersonal skills
• Team Player
• Clear communication skills including excellent writing, data entry and presentation skills
• Able to construct and deliver clear information/instructions to others
• Able to multi-task
• Able to work without supervision and use own initiative
• Organise and prioritise own workload
• English language competency sufficient to communicate effectively with all staff and clients
• Demonstrates attention to detail, accuracy and numeracy skills
• Advanced level IT skills

Other

• Able to travel efficiently throughout the area of South Havering PCN
• Commitment to continuing professional development
• Standard driving skills and access to own vehicle for work purposes

Qualifications

• NVQ level 2 or equivalent standard of literacy and numeracy

Knowledge

• NHS Priorities and Issues
• Good working knowledge of Outlook, Word, Excel, Power point, Access
• Update and maintain efficient administration systems
• Maintain confidentiality/data protection
• Able to use own initiative and make decisions on behalf of others
• Able to analyse systems to improve services

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.

£25,000 to £30,000 a year. Depends on experience