Overview
To support functioning of key Operational Services within the Elective Access Department (Letter Production, e-Referral System, PCC/USC). Support colleagues throughout the department in providing reasonable cover for the work of absent colleagues as and when necessary. To collaborate with the design, development and maintenance of systems and databases which support the operational running of the Patient Contact Centre and Elective Services and Systems. The post holder will contribute to developing and maintaining daily processes which support operational running of these services with a focus on Elective Access Services and Systems. Working closely with the Trust Elective Access Leads, Corporate Informatics, Integrated Communications Services Lead, USC and Patient Contact Centre Service Manager. The post holder will be expected to develop a good general understanding of the unique needs of services and departments and to support all service users in disseminating best practice for the elective access systems, such as e-Referral.
- Producing and presenting management information for use within the Trust.
- Providing support to respond to requests by OUH users and GPs relating to the e-Referral Service, including requests from OUH Service Managers to create new e-Referral Services and linking appointment types and to build and maintain services. Responding to requests to modify the e-RS Service booking parameters.
- Providing timely and accurate reporting to Service Managers e.g. un-actioned Appointment Slot Issues (ASIs), worklist drop-offs and other e-RS worklists as well as developing and maintaining the e-Referral Service Dashboard.
- Identifying opportunities for innovative problem solving and increasing quality.
- Assisting with the maintenance of the OUH Trusts Directory of Services (DoS), ensuring it is built and maintained in line with National Standards and Service requirements.
- Communicating the functionality of the system to different staff groups and specialities and offering system solutions to process problems; suggesting process changes. Assisting in the design of changes in work practices to comply with the functionality of the system.
- Assisting in the development of processes, policies and procedures to achieve a consistent approach across the Trust and in the wider healthcare economy ensuring that the processes work with the e-Referral (e-RS) system.
- Identifying any potential changes to hospital processes and workflows required to support implementation of the e-Referral functionality and reporting them to the appropriate Manager.
- Aware of developments, enhancements and fixes to the system, and assist with their implementation. Assist with the development of any necessary updated training, data and processes to reflect changes to the system.
- Maintain DoS workgroups to ensure new staff are added and leavers removed from the system in a timely manner. Ensure correct level of access is maintained with users.
- Work with the super users, engage with trainers and ensure that they have a thorough understanding of the system and help develop training materials.
- Lead on the resolution of Appointment Slot Issues (ASI's), working with Services to ensure ASI's are kept to a minimum, and processed in a timely manner. Report runs daily and contributes to RTT.
- Be proactive in developing improvements to ASI monitoring processes and systems, and in conjunction with the Elective Access Services & Systems Manager develop these systems and processes to effectively manage ASIs.
- Pro-active clinic monitoring to identify changes in clinics that may impact on ASI's.
- Work alongside the Elective Access Services & Systems Manager to collect, analyse, develop, interpret, and present information to a high standard.
- Ensure the quality, accuracy, nature and timely collection, analysis, and reporting of data.
- Provide all necessary support with respect to any ad hoc data capture/management enquiries.
- Assist with the provision of telephone advice to GP's on the use of the e-Referral Directory of Services (DoS).
Patient Communications Letter Production
Provide secondary technical support and apply system knowledge where needed for Letter Production systems and software.
Support Letter Production during times of staff shortages or increased demand on the service.
Develop and provide statistical reports on Letter Production performance.
Produce and develop reports and analysis as and when required, to monitor the demand and usage of the Letter Production service, ensure standards are being met and aid service development decision making.
Support implementation of bespoke communication campaigns by letter or SMS.
Returned and Rejected Clinical Correspondence
Support the team in developing solutions for responding to clinical correspondence rejected in Docman software so that it may be reprocessed and resent by the Trust as appropriate.
Systems Design & Development (Design, Build & Management)
Elective Access Support Systems & Databases
Working with the Elective Access Services and Systems Service Manager to develop, manage and maintain Elective Access Databases and systems, in accordance with the evolving needs of the Trust.
Design and build reports which provide information, ensuring accuracy, timely delivery and inviting feedback from recipients.
Support with management, maintaining principles of information security and access to Elective Access Sharepoint sites, server access, databases and files.
Provide cancer team with reports as and when requested.
Support for Patient Contact Centre
Support for questions around hardware and software when managers unavailable or support needed.
Project Management
Support the delivery of projects to agreed timescales and quality criteria. Any issues identified fed back to Integrated Communications Project Manager & e-RS Service Manager to ensure these are documented on the project issue register.
Maintain plans, track activities against plans, complete assigned tasks and provide regular, accurate project documentation and progress/status reports (written and verbal) within the remit of System Analyst.
Work with other specialist services to deliver projects as required (e.g. working with the Trust EPR team to provide relevant data in support of service improvement).
General
Prioritise daily workload to ensure time scales are met, with the ability to re-arrange plans at short notice and highlight to the appropriate manager.
Attend statutory training courses within the Trust to update skills as necessary.
Producing training manuals, standard operating procedures and workflows, implementation of initial training and training updates, with relation to any areas of expertise and special interest.
Comply with the requirements of the Data Protection Act and Access to Health Records Act and legislation issued in relation to confidential data.
Participate in appraisal process for self-development. Support colleagues throughout the department in providing reasonable cover for the work of absent colleagues as and when necessary.
Qualifications
- GCSE
- Digital skills (Excel, Access, minimum)
- Desirable criteria: SQL trained
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
