Care and Support Navigator Service Lead

Job overview

Job Summary

(1) To provide discharge support service for identified cohort of patients at King’s College Hospital  Denmark Hill   (2) To provide a single point of access and to proactively support patients on waiting lists to ensure that  they have access to the right advice, information and materials to help them ‘wait well’   (3) To manage the performance of the team delivering care navigation and discharge support

Main duties of the job

Main Duties and Responsibilities

• To establish and oversee discharge support service for identified cohort of patients at King’s  College Hospital Denmark Hill   1.1 To develop ways of working, communication materials and standard operating procedures for  elective communication pathway and discharge support for staff and volunteers   1.2 To work closely with the discharge coordinators at Denmark Hill to review/ triage incoming requests  for support   1.3 To engage with eligible patients prior to their discharge from hospital to understand their support  needs to manage individual health and wellbeing needs   1.4 To manage personal caseload, carrying out duties and delivering service and outcomes as specified  in the relevant Standard Operating Procedures   1.5 To deploy resources available to complete basic tasks that support timely discharge of eligible  patients. These may include but not limited to:    collecting, copying keys    food shopping    checking safety of property prior to discharge    activating pendant alarms    accepting equipment deliveries    liaising with family/ friends on behalf of patients   signposting to support available within community   1.6 If necessary, to provide ongoing support tailored to individual needs for up to 4 weeks, including a  telephone call or home visit within 72 hours of the patient discharge   1.7 To train, support and deploy volunteers within the hospital and in the community   1.8 To develop and maintain links and relationships with community based organisations that can offer  support incl. voluntary and community sector bodies, primary care networks and social prescribers.   1.9 To deliver against set Key Performance Indicators as set by the Trust’s policies and procedures

Detailed job description and main responsibilities

• To provide a single point of access and to proactively support patients on waiting lists to  ensure that they have access to the right advice, information and materials to help them ‘wait  well’   2.1 To triage incoming calls, using a risk assessment framework and initiate appropriate response  according to protocols and individual pathways, using good communication skills, basic clinical  awareness and appropriate tools and procedures, liaising as appropriate when non routine and refer  complex decisions to the team for assessment and review   2.2 To provide basic telephone advice and refer on or signpost to other sources of support.   2.3 To support the team, including staff and volunteers, to make pre-planned outbound telephone calls  to patients to support with completion of pre-assessment questionnaires and to assess ongoing  needs to enable a proactive prevention approach  2.4 To demonstrate the ability to recognise and respond appropriately when faced with a sudden  deterioration or an emergency situation, alerting the team or enabling rapid response as appropriate  2.5 To communicate and signpost to appropriate needs related information. To guide patients through  the use of self-assessment resources, where available.   2.6 To support patients to access appropriate information and support, by signposting to a range of  support services and take an approach which helps people to self-manage where appropriate  2.7 To encourage and support active and healthy lifestyle choices   2.8 To coach patients and carers to understand what signs, symptoms or situations to be aware of that  would indicate concern and how to make contact when they feel that their condition or needs have  changed, including what to do out of hours  2.9 When required, to support the delivery of an effective MyChart support

For detailed job description and main responsibilities of the role, please refer to  the documents attached.

Please note that due to anticipated high demand, this vacancy may close before the advertised deadline.