HEALTH AND SOCIAL CARE PARTNERSHIP

JOB DESCRIPTION

1. JOB IDENTIFICATION

Job Title: Patient Flow Co-ordinator

Responsible to: Discharge Hub Manager

Department(s) : AAH (Astley Ainslie Hospital) Discharge Hub, Hospital and Hosted Services

Directorate: Hospital and Hosted Services

Operating Division: Edinburgh Health and Social Care Partnership (EHSCP)

Job Reference: 053853

No of Job Holders: 2

Last Update: February 2021

2. JOB PURPOSE

As part of the Discharge Hub Team, responsible for the management of the identification of patients, in liaison with Discharge Hub Manager, medical and nursing staff, for a discharge/transfer pathway from other hospitals in Lothian ensuring optimum provision of appropriate beds within EHSCP, including admissions from community when required. .

To manage the Home First review process on behalf of the Partnershipincluding daily management of waiting lists, identification of appropriate bed, and coding of patients is key to ensuring this process is effective and responsive to daily demands on patient flow.

To manage the daily identification of delayed discharges for the Partnership with specific responsibility for coding patients under ISD National Data Recording practices.

To provide a full and effective comprehensive range of administrative support which will enable the department to fulfil its function to a high quality standard and meet the demands of daily patient flow across Lothian. This will include preparing statistical information for the Discharge Hub Manager/EHSCP/Scottish Government using appropriate systems.

3. DIMENSIONS

The AAH Discharge Hub Team provides a service to a number of hospitals across Edinburgh: Astley Ainslie, Liberton Hospitals, Findlay House, Ellen’s Glen House, Ferryfield together with the . The Hub works closely with the other Discharge Hubs and Locality Hubs across Lothian. The service has a team of 4 - 5 staff.

The post holder will provide comprehensive administrate support to the daily flow of patients and recording delayed discharges accurately across Lothian Hospitals. The number of beds managed within the service is in excess of 350 across 6 Hospitals. Within these areas, the Hub manages 4 waiting lists. The hub also has responsibility to record delayed discharges in these hospitals together with 21 wards within the Royal Edinburgh Building.

On a daily basis, approximately 40 new delays in discharge are processed through the validation system which is centralised for EHSCP within the Discharge Hub.

The post holder will have no line management or financial responsibility but will have a supervisory role with junior members of staff.

The post is employed within NHS Lothian and there may be a requirement to work flexibly across Lothian to meet service demands.

4. ORGANISATIONAL POSITION

5. ROLE OF DIRECTORATE/DEPARTMENT

The AAH Discharge Hub Service sits within Edinburgh Health & Social Care Partnership as part of the Hospital and Hosted Services.

The key responsibilities of the service being:

To ensure safe and effective pathway for those patients who have finished their medical intervention or require moving to another more appropriate hospital for that care.

To work collaboratively with other social and healthcare professionals to maintain a steady and productive discharge profile.

To eliminate delays and support an effective seamless pathway out of hospital for patients including managing the administration for the Home First pathway service.

They take a lead role in the Validation process of all EHSCP delayed discharges and provide an advice and guidance role to other healthcare professionals and social care colleagues in the Partnership and beyond.

Responsibility for providing statistical reports.

Lead role in monitoring the length of stay of patients as well as focusing on the potential delays in a patient’s journey where no clear plan is identified.

Lead role in the Appeals against Discharge for Lothian and all associated administrative tasks.

Lead role in the Moving On Policy including supporting and guiding Lothian in the implementation of this and setting up and leading family meetings.

The management of health delays involves managing the referral process for Hospital Based Complex Clinical Care (HBCCC) facilities, Intermediate Care facilities and ensuring good communication regarding admissions to AAH. Managing the referral process and allocating beds where appropriate ensuring good communication throughout.

The management of social care delays involves directing referrals for and Homecare to facilitate safe appropriate discharge. This is for both the allocation of a Social Worker to cases and referrals for ongoing care and will also incorporate nursing home referrals and coordination of dates for discharge and all administrative tasks associated with these.

6. KEY RESULT AREAS

1. To support NHS Lothian’s values of quality, teamwork, care and compassion, dignity and respect, and openness, honesty and responsibility through the application of appropriate behaviours and attitudes.

2. Provide a high level of pro-active administrative support to the Discharge Hub manager in identifying and co-ordinating admissions/discharges and transfers across NHS Lothian working on own initiative and maintaining confidentiality at all times.

3. Contribute to the development and review of departmental operational procedures regarding the efficient use of beds ensuring patients are referred to the correct identified pathway for them utilising all available capacity.

4. On a daily basis manage the identification of new delayed discharges using TRAK ensuring all processes are followed as outlined in the Discharge Hub’s Standard Operational Procedure. Ensure patients are coded correctly using ISD Data Recording rules.

5. Manage daily waiting lists including accuracy of list and making decisions of allocating appropriate patients for vacant beds to ensure patient flow is effective and responsive, adapting to any prioritisation of flow due to daily pressures.

6. Escalate any potential problems with patient flow or queries over data recording to the Discharge Hub Manager e.g. to discuss prioritisation of admissions related to increasing activity in acute hospitals or for advice on the accuracy of use of ISD coding in line with ISD Recording Rules.

7. Prepare, analyse and quality check data for Patient Flow Meetings, AWI (Adults with Incapacity) Project Group meeting and other areas as required ensuring deadlines are met.

8. Responsible for coordinating family meetings and all relevant correspondence relating to complex discharge planning by liaising with patients, families, clinical team, social worker and advocates.

9. Supervise junior Discharge Hub administration staff in aspects of allocation of daily workload and day to day supervision and support.

10. Contribute to the production of accurate reports, communications and statistics by preparing excel documents, creating boxi reports from TRAK, drafting email communication to clinical teams with process changes or updates.

11. Contribute to Service and National Day of Care Audits by supporting Auditors by preparing Audit information before and after ensuring accuracy for data analysis using TRAK, Excel and Boxi reporting.

12. Collect data by creating and collating accurate information from Boxi, Excel, TRAK for performance indicators.

13. Provide advice and guidance and act as first point of contact for all enquiries within Lothian and other Health Board areas attached to the role, in accordance with the relevant procedures, Scottish Government Guidance and ISD Recording rules.

14. Ensure that up to date written and electronic records are an accurate record of patient information to reflect care provided or discharge planning decisions made in accordance with NHSLothian Policies maintaining confidentiality and dignity throughout.

15. Comply with relevant national legislation e.g. Data Protection Act, GDPR legislation.

16. Participate in local and regional discussions regarding patient flow/hospital discharges within the Partnership and beyond.

7a. EQUIPMENT AND MACHINERY

The post holder must be competent in the use of:

Computers, Email and Microsoft products e.g. Access, Excel, PowerPoint, and Word and database management

Have knowledge of Business Objects.

Mobile devices e.g.: telephones & storage Devices.

Photocopiers/scanners.

PowerPoint Projectors.

Note: New equipment may be introduced as the organisation and technology develops, however training will be provided.

7b. SYSTEMS

The post holder will use a wide range of systems including: TRAK Business Objects AIS SWIFT LearnPro TURAS Manual records such as annual leave forms, mandatory training evidence

8. ASSIGNMENT AND REVIEW OF WORK

The post holder will plan, prioritise and organiseown workload and will deal autonomously with tasks and priorities as they arise on a daily basis whilst adhering to patient flow pressures.

The post holder is expected to be self motivated and self-starting and be capable of acting on their own initiative and judgment in managing priorities, communicating with relevant parties as required and deciding when it is necessary to refer to line manager.

Line management support is provided through regular meetings. A formal appraisal and PDP is agreed annually with Discharge Hub Manager. 9. DECISIONS AND JUDGEMENTS

The post holder will be expected to anticipate problems or needs and apply the best plan to resolve using own initiative and experience e.g. Recognising changes to patient’s pathway from information available on TRAK or delayed discharge status and update records accordingly.

The postholder will assess where performance gains in discharge management can be made, identify actions to achieve these improvements and focus on those that will deliver the most benefit in improving patient flow and reduce delays.

Demonstrate an awareness of how clinical/multidisciplinary team decisions, advice or judgements relate to patient flow and delayed discharge issues.

10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB

Requirement to prioritise and time manage workload to meet the specified deadlines in a constantly changing environment due to the demands on patient flow.

Develop and maintain an effective administrative service.

Updating patient data and adhering to tight timescales for verification and validation by NHS teams and hospital & community social work services across Lothian.

Managing waiting lists in a fast paced environment ensuring accurate recorded information.

11. COMMUNICATIONS AND RELATIONSHIPS

Acting as the first point of contact for the Discharge Hub, the post holder would be expected to communicate with a wide range of people including senior personnel both internally and externally. Highly developed communication skills requiring tack and diplomacy are necessary when responding to enquiries on behalf of the Discharge Hub Manager.

Internal: Communicates clearly, effectively and confidently with colleagues of all levels in the Partnerships including other hospitals and social care staff across Lothian.

Personnel will include: all clinical staff, senior managers, therapy staff, admin staff, Locality staff/ social care staff together with Facilities, Estates and procurement as required.

The post holder will have excellent verbal and written communication skills, being able to discuss flow issues effectively with a wide range of individuals within Edinburgh HSCP.

The post holder will be expected to communicate and develop networks with other Discharge Hub’s across the NHS.

Work collaboratively with other staff across NHS Lothian, Social Care Staff together with other disciplines associated with the hospital discharge pathway.

External:

The post holder will be expected to communicate with patients/carers, general public, Scottish Ambulance Service and GP’s together with other organisations on behalf of the Discharge Hub Manager ie other organisations within the public and voluntary sector.

12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB

Physical Skills & Demands: Advanced keyboard skills requiring high degree of speed and accuracy. Sitting in a restricted position as a large percentage of work is computer based.

Mental Demands: Prolonged period of time where a high concentration is required to ensure accuracy on collating, investigating and documenting information in an often intense and complex environment dealing simultaneously with colleagues and telephone interruptions. The post holder is required to maintain a calm working environment particularly for the benefit of other colleagues in the department. Required to multi-task in an environment when subjected to constant interruptions.

Emotional Demands: Exposure to information of a sensitive/distressing nature. Remaining calm while under pressure when dealing with distressed relatives via telephone calls.

Environmental Conditions: Continuous use of a Visual Display Unit and telephone. Busy office environment.

13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB

Educated to SCQF level 8 e.g. HND level or vocational qualification in business administration/other relevant subject or equivalent experience.

Experience in an administrative role including office processes and procedures.

Skills Advanced use of Microsoft Office software, including Word, Excel, Access, PowerPoint. Advanced keyboard skills with high degree of speed and accuracy. Effective interpersonal, organisational, negotiating, communication and decision-making skills. Experience working both as part of a team and on own initiative. Day-to-day staff supervision experience.

14. JOB DESCRIPTION AGREEMENT

A separate job description will need to be signed off by each jobholder to whom the job description applies.

Job Holder’s Signature: Date:

Head of Department Signature: Date: