Access to Information Clerk - Band 3

The primary purpose of this post is to provide complete and timely responses to requests for information in order to comply with the UK Data Protection legislation, Access to Health Records Act 1990 and other relevant regulations.

The Access to Information service provides a comprehensive and quality service for the provision of requests received from patients, patient’s representative’s, other NHS Trusts and third parties such as solicitors, Police, Coroners Nationwide.

1.    To have and maintain competent knowledge of the UK Data Protection legislation (Data Protection Act 2020 & General Data Protection Regulations 2018), The Access to Health Records Act 1990 and other relevant regulations to information disclosure.  2.    To act as the first point of contact for telephone, email and written enquiries from information request applicants, their representatives, third parties such as solicitors, Courts, other NHS organisations etc.  3.    To identify the correct ‘Act’ with assistance when required from the Information Governance Team in order to process the request for information appropriately.  4.    To keep accurate, up-to-date and timely records of the processing of requests.  5.    To send copy records to the correct Health professionals for authorisation and return original notes to their correct storage location.  6.    Provide regular feedback on progress of ongoing cases Healthand Maintain an effective filing system for all access documentation and ensure records are retained for the required retention period.  7.    To Communicate with Applicants on the telephone, email and occasionally face to face, managing aggressive, angry, confused, distressed and emotional people in a pleasant, efficient, calm manner.  8.    To process requests within the defined deadlines.  9.    To assist in the redaction of third party information.

Please see job description

Communication and Relationship skills

-       Exchange verbal and written communication with a wide range of organisations (Internal and external to the Trust), patients and their relatives/representatives.

-       Handle all communication ingoing and outgoing with a wide range of organisations (Internal and external to the Trust), patients and their relatives/representatives in a polite and efficient manner, have empathy and show understanding using tact and confidentiality at all times.

-       Persuasive skills.

-       Demonstrate awareness of patient focused services.

-       Good inter-personal skills.

-       Ability to deal with queries from patients/ relatives that maybe be anxious or difficult conversations.

-       Demonstrates integrity and confidentiality at all times.

-       Ability to build and maintain professional relationships.

-       The post holder must be able to communicate department processes/ work procedures internally to the Trust, this could be to staff within other departments or participating in the induction of new team members.

Knowledge, Training & Experience

-          Knowledge of the UK Data Protection legislation and how it relates to information requests.

-          Computer Literate with the ability to input, retrieve and manipulate IT data.

-          Experience of Microsoft Office and Outlook.

-          Experience with clinical systems through training and experience.

Analytical and Judgment skills

-          Providing advice and guidance to staff on disclosure of information.

-          Frequently analysing the facts and situations to provide a service and solution for any problems/queries.

-          Assist in locating lost case notes.

-          Provide staff with advice on the disclosure of information in accordance with the UK Data Protection legislation.

Planning and Organisational Skills

-          Plan and organise requests in order of deadline dates allowing for change when court orders, police and coroner requests are received.

-          Use own initiative.

-          Flexible and can adapt to changing priorities.

-          The ability to deal with change

Physical Skills

-          Advanced keyboard skills for work involving data extraction from various systems.

-          Transporting heavy Medical records.

-          A computer based role (use of VDU Equipment) more or less continuously involving word processing for a substantial amount of time.

Responsibility for Patient/Client Care

-          Require to provide advice on information access requests to patients, relatives and third parties such as police.