JOB DESCRIPTION
1.
JOB IDENTIFICATION
Job Title: Patient Services Officer
Department: Patient Services (Health Records)
Job Holder Reference: 14
No of Job Holders: 7
2.
PURPOSE
To assist with the provision of a medical records service to the Western Isles.
JOB SUMMARY
The post holder will rotate around all areas in the department, including:
• Medical Records Library
• Outpatients
• Admissions
• Patient Focused Booking desk
• Filing/culling
• Visiting consultants waiting list/Deceased Patients
• Clinic Prepping
• Referral Management System
3. ORGANISATIONAL CHART
Patient Services
Manager
Clinical Coders Waiting List Officer Medical Secretaries
Medical Records
Supervisor
Patient Service
Officers (THIS
POST)
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4. MAIN DUTIES/RESPONSIBILITIES
4.1 Clinic Management
• Schedule yearly dates of clinics in discussion with various consultants.
• Liaise with Outpatients Manager regarding changes to clinical rotas.
• Alter and amend clinic templates in accordance with consultants’ requirements.
• Cancel and reschedule clinics, often on short notice.
• Amend Outpatient clinic listings on a monthly basis.
• Liaise with consultants on a daily basis regarding clinic details.
• Update both inpatient and outpatient computer systems when new consultants are employed.
• Have knowledge of clinical coding in order to ensure that correct codes are applied to the
Patient Administration System (PAS).
The post holder is required to work in the following areas within the Medical Records Department as part of the staff rotation:
4.2 Medical Records Library:
• Locate, compile and prepare patients notes for resident and visiting consultant clinics using computerised and manual processes.
• Filing patient notes following clinics, discharge from wards and discharge from A&E.
• Locating, preparing, packing and dispatching patient records for clinics/wards out with NHS
Western Isles.
• Locate, compile and re-file patient records in support for audits.
• Transporting clinic files to the Outpatients Departments.
• General administrative duties associated with the area (faxing, filing, photo coping, and telephone enquiries)
1.3
Admissions
• Locate patient records for wards using computerised and manual processes.
• Admit and discharge patients to wards using a computerised and manual processes
• Escort patients to wards when required.
• Process all referral letters using computerised systems.
• Make appointments for new patients referred from A&E for Fracture Clinic.
• Compile and dispatch weekly death list for the attention of the registrar.
• Compile and issue a daily bed state for all wards.
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• Compile and issue a daily list off all patients in the hospital for reception.
• General administrative duties associated with the area (faxing, filing, photo copying and telephone enquiries).
4.4 Outpatients/ Patient focused booking
• Using referral letters received from GPs book appointments and compile all clinics on a computer system.
• Make review outpatient clinic appointments for patients discharged from the wards.
• Print and mail out appointment letters to patients.
• Receptioning at clinics and dealing with enquiries in an appropriate and confidential manner.
• Ensuring that referral letters are sent to consultants.
• Arrange flight travel and raise orders for any outpatients that are required to attend mainland hospitals from clinics.
• Liaise with Ambulance Control to arrange transport for patients requiring transport to attend their appointment.
• General administrative duties associated with the area (faxing, filing, photo copying and telephone enquiries)
• Reschedule cancelled clinic appointments and notify patients of changes.
• Man the telephone contact desk for patient focused booking.
• Telephone patients to offer appointments.
• Discuss reasonable offers with patients and suitable times for appointments.
• Enter appointments on TOPAS computer system.
• Remind patients about appointments.
• Choose patients according to priority to fill clinic lists.
As well as the above the post holder has the responsibility to:
• Assist in training all new staff in the areas mentioned above as and when required.
• Monitor and maintain the case note tracking system and highlight any misuse of the system. This involves dealing with all levels of staff from ward clerks to consultants, ensuring they are reminded to always track case notes.
• Have a detailed knowledge of New Ways of measuring waiting times as set out by the
Scottish Government to ensure that practices and procedures follow guidelines and no patient breaches national waiting targets.
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5. SYSTEMS AND EQUIPMENT
The post holder is required to use PC/VDU equipment more or less continuously every day and uses the following systems:
• Microsoft Word
• Microsoft Excel
• SCI Gateway
• TOPAS
• NHSMail
The post holder is required to use the following equipment:
• Multi-function Units (Printer/Scanner/Photo-copier/Fax)
• Telephones
• Answering Machine
The post holder is required to use the following aids:
• Patient Record Transport Trolleys
• Foot stools
6. DECISIONS AND JUDGEMENTS
The post holder is required to undertake all aspects of the post, referring to the supervisor or
Medical Records Manager when necessary.
Working within defined occupational procedures and codes of conduct the post holder has discretion with regard to:
• Scheduling clinic dates.
• Rescheduling/cancellation of clinical dates.
• Scheduling and rescheduling of appointments.
• Removing people from waiting lists as per New Ways guidance and referring them back to
GP as required following non-attendance.
• Managing waiting lists and being responsible for meeting national targets for waiting lists such as cataract patients and ophthalmology patients. This is a crucial role for meeting national targets and ensuring that patients do not breach national waiting times.
The post holder need to use own judgment in the following areas:
• Deciding which specialty a referral belongs to. (This is not always obvious as occasionally there is only clinical information to go on.)
Deciding which consultant to approach to vet the referral. (This is often not obvious as the GP may
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not refer to a named consultant.)
7. COMMUNICATIONS AND RELATIONSHIPS
WHO FREQUENCY METHOD
Patients
Carers/relatives
Wards/Departments
Colleagues within and without WIH
Consultants
GPs
Visitors
Daily
Daily
Daily
Daily
Daily
Daily
Daily
Face to Face
Telephone
Written
Face to Face
Telephone
Face to Face
Telephone
Written
Face to Face
Telephone
Written
Faxing
Face to Face
Telephone
Written
Faxing
Telephone
Written
Faxing
Face to Face
WHY
Appointment allocation
Appointment cancellation
General enquiries
Relaying information regarding treatment
Directing to appropriate waiting areas
Complaints
Where appropriate relaying details of appointments
General information
Complaints
Retrieving case notes
Printing Labels
Enquiries relating to Daily Bed
State
Arranging Outpatient appointments
Retrieving case notes for outpatient clinics
Clinical advise relating to consultant clinics
General information relating to patients
Various meetings regarding
Waiting Lists/Times
Clinic information
General enquiries
Relay telephone messages
Information relating to patients/clinics
Rescheduling of clinics
Authorisation for release of
Medical Records
Patient Referrals
Appointments
Patient Information
Giving directions to wards
General Enquiries
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The post holder needs to use communication skills when dealing with the public in order to explain to patients why their appointment may be being changed or cancelled. Some patients may get angry or aggressive and the post holder must have the skills to deal with this in a professional and caring manner.
It can be distressing when phoning a patient offering an urgent appointment for example to oncology, where the patient themselves may be distressed and not understand the reasons behind the urgency.
8. PHYSICAL AND EMOTIONAL DEMANDS OF THE POST
The post is physically demanding in that it requires almost continuous handling of patient records each weighing an average of 2kg.
Multiple sets of case notes in excess of 6 are transported using a trolley.
There is a requirement to undertake overhead filing and retrieval of case notes.
There is requirement to undertake filing and retrieval of case notes from ground level.
Two of the three work locations require the post holder to sit for prolonged periods on a raised stool communicating to service users via a glass security barrier.
The post holder is frequently exposed to verbal abuse from patients and relatives dissatisfied with aspects of hospital services.
The post holder is frequently exposed to images and confidential and often upsetting information contained within case notes.
Intense concentration is required when entering patient referrals and appointments into the computer system, there are constant interruptions from phone and other staff, as well as the requirement to leave post at a moment’s notice to retrieve urgent case notes from the library or other area within the hospital. Mistakes made while entering data can lead to the Board being penalised for breaches of national waiting targets.
10. STANDARD ELEMENTS
Confidentiality
This involves taking the necessary precautions when transmitting information only disclosing it to those who have the right and the need to know it.
All personal health information is held under strict legal and ethical obligations of confidentiality.
NHS Staff must follow guidance (NHS Code of Practice on Protecting Patient Confidentiality) before disclosing any patient information. All staff must respect confidentiality of all matters that they may learn relating to their employment, other members of staff, patients and their families.
Health and Safety:
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Assist in maintaining own and others’ health, safety and security.
This involves: a) Complying with Board health and safety policies, procedures and participating in mandatory training. b) Maintaining a safe working environment and reporting any issues of concern as appropriate.
NHS Western Isles attaches the greatest importance to the health and safety of its employees. It is the Board policy to do all that is reasonable to prevent personal injury and hazard to health by protecting staff and others including the public from foreseeable hazards compatible with the provision of proper services to patients. The Board expects its entire staff to take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions at work. More detailed information is given in departmental safety policies where appropriate.
Ensure own actions support equality, diversity and rights.
This involves:
(a) Acting in ways consistent with the Board’s policies and procedures.
(b) Treating those you come into contact with equitably and with respect.
(c) Recognising the need for aids or adaptations.
JOB DESCRIPTION AGREEMENT
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I, (Print Name)…………………………………………………….. confirm that the job description(s) /person specification(s) attached have been discussed with me and are an accurate and up-to-date account of the duties and responsibilities and skills/qualifications required to undertake the post.
Job Holder’s Signature: Date:
Head of Department Signature: Date:
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Qualification
& Training
Experience
Knowledge &
Skills
Disposition
Other
PERSON SPECIFICATION
Job Title: Patient Services Officer
Department: Patient Services
Factor Essential
Good General Education
 Experience in an administrative role
 Experience of working with the public
 Fast and Accurate in the operation of a Keyboard – attention to detail is key
 Literate & Numerate
 Good Communication Skills
 Ability to work with the minimum of supervision
 Knowledge and understanding of confidentiality
 Patient
 Diplomatic
 Empathic, to deal with distressed patients and family when arranging or cancelling appointments or admissions.
 Ability to work under pressure to meet national targets and ensure patients meet waiting time targets.
 Confidential
Ability to lift and carry with and without the assistance of mechanical aids
Desirable
 E.C.D.L.
 SVQ 3 Administration
 Experience in an NHS medical records environment.
 Previous experience working with patient medical records
 Previous experience of working with computerised Medical
Record Systems
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