The post holder will provide a comprehensive service to the Trust with a focus to facilitate effective discharge planning and timely discharge of patients who no longer require an acute bed in the hospital. This will be achieved through working closely with the ward based multi-disciplinary teams, the EIM site team, allied services e.g., pharmacy, transport, pathology, and community partners (health and social care).
To plan and facilitate timely discharges using agreed processes for patients from point of admission to the hospital to the discharge of patients to their own home or alternative care facilities. This is a patient facing role with most of your time spent in ward areas liaising with patients and their families along with members of the multidisciplinary ward team.
Ensure that the ward team and professionals from other agencies involved in the onward care of patients are informed of all plans relating to their discharge.
To ensure that IT systems supporting the function of discharge are populated with timely and accurate information and updated regularly to ensure a ‘real time’ understanding of the wards current and predicted capacity.
Carry out daily practice in line with our Trust values:
Innovation
Compassion
Accountability
Respect
Excellence
Flow coordination refers to the management of all aspects of patient flow from admission to discharge.
MAIN DUTIES – Flow Coordinator
Support safe, efficient discharge processes and reduce patient length of stay by leading discharge planning for clinically ready patients. Ensure smooth ward processes from admission to discharge, acting as the key contact for MDT, EIM, Site Team, and stakeholders.
Attend daily board rounds, prioritising patients with planned discharge dates (PDD) within 48 hours. Update clinical systems (e.g. Patient Flow) with accurate discharge information, actions, and delays. Ensure completion of discharge checklists (TICKED), including medications, referrals, transport, and communication with patients and families.
Monitor outstanding investigations and escalate delays promptly to maintain flow. Confirm care arrangements with relevant teams and communicate clearly with all parties. Work closely with MDTs, therapists, social and community services to ensure continuity of care and challenge delays where appropriate.
Maintain confidentiality and act as first point of contact for discharge queries. Facilitate clear communication and manage sensitive conversations effectively. Keep accurate records and escalate issues beyond scope.
Follow Trust policies, manage workload flexibly, and support administrative tasks such as transport booking, documentation, and staff induction. Maintain safe practice, support service improvement, and adhere to equality, diversity, and professional standards.
Whittington Mission, Vision and Goals
We have an excellent reputation for being innovative, responsive and flexible to the changing clinical needs of the local population. We are treating more patients than ever before and are dedicated to improving services to deliver the best for our patients.
Our mission
Helping local people live longer, healthier lives.
Our vision
Provide safe, personal, co-ordinated care for the community we serve.
Our goals
We have developed six key strategic goals to make sure we continue to support people to live longer, healthier lives.
To secure the best possible health and wellbeing for all our community
To integrate and coordinate care in person-centred teams
To deliver consistent, high quality, safe services
To support our patients and users in being active partners in their care
To be recognised as a leader in the fields of medical and multi-professional education, and population-based clinical research
To innovate and continuously improve the quality of our services to deliver the best outcomes for our local population
Whittington Values
Our values underpin everything we do. Our staff are committed to delivering the following values in everything they do.
Our ICARE values have been created by our staff and are embedded in our appraisal and planning processes and form part of our staff excellence awards.
Key Operational Duties
The Flow Coordinator role is intended to help the Trust develop safe and efficient discharge processes and reduce length of stay for patients in the acute setting.
Lead on the discharge of patients on allocated ward(s) who are clinically ready to leave hospital, to ensure flow is maintained.
Support efficient and seamless ward processes from admission to discharge, concentrating primarily on facilitating discharge actions.
To be the primary point of contact and the link for discharge for the Multidisciplinary team, the EIM team, Site Team, and other key staff groups on designated ward(s).
To be informed in all aspects of the hospital discharge process including internal and external referral pathways, relevant legislation, policy, and guidance, i.e., Home first, Choice Policy, Homelessness pathway.
Attend the daily board rounds, taking actions to support the wards and patient flow for that day and for actions that support discharges up to 48 hours in advance.
To be responsible for the data input into clinical systems that record activity and support flow of patients, e.g., adding to Patient Flow re discharge updates and actions, planned discharge date (PDD) and any narrative in relation to discharge arrangements, delays, outstanding actions etc.
Review all patients each day noting which patients have a planned date of discharge (PDD) within the next 48 hours and support the preparation for discharge working towards this PDD.
Ensure TICKED checklist is completed daily to prepare for discharge early on the expected date i.e., next of kin aware, TTA medicines arranged with pharmacy and delivered to ward, referrals to community services completed and sent, transport arranged, discharge summary, follow up appointments booked and the patient, family/caregivers are made aware.
Ensure that any speciality reviews, diagnostics and investigations that are required have been requested and reported within expected time frames. Actively follow up with any delays using recognised escalation routes.
Contact the EIM team, care agency or single point of access to confirm the care arrangements in advance of the patient leaving the ward, communicating the arrangements to the patient, family/caregivers, and other relevant parties.
To escalate any issues or delays experienced to the appropriate person(s) i.e., General Manager for discharge, Ward Manager, Nurse in charge, EIM, Matrons, etc., at the earliest opportunity seeking support to prevent or unblock any delays to discharge and minimising disruption to patient flow.
Liaise with Occupational Therapists, Physiotherapists, Social Services, internal multidisciplinary teams, community teams and other professionals or agencies involved in arrangements supporting the patient’s discharge from hospital to enable continuity of discharge planning.
Report to the ward manager (main point of contact) as they will be responsible for the operational management of the flow coordinator, jointly with the EIM team.
Maintain momentum in discharge planning throughout the entire process, supporting and working in partnership with other members of the EIM team, ward multi-disciplinary team and community partners, constructively challenging delays where appropriate.
Communication
To always maintain patient confidentiality and follow the information governance guidance to manage patient related information and data.
Act as a first point of assistance in designated work area(s) for both internal and external enquiries relating to patient discharge.
Undertake, facilitate, and support effective and early communication between hospital staff, the patient, and their family/caregivers with regards to discharge planning.
Ensure the patient and family/caregivers are always well informed regarding the discharge plan/arrangements and what the expectations are, i.e., communicating the planned date of discharge, confirming any support arrangements, requesting transport and ensuring access arrangements are in place for the day of discharge.
Support ward staff, patients and their relatives to access and complete any relevant documentation or referrals relating to a discharge.
To liaise with clinical and non-clinical staff regarding any outstanding actions required to expedite discharge. The post holder will need to be able to use negotiation, tact, diplomacy and at times be assertive and constructively challenge individuals to achieve the required outcome, and for example, where this will have a negative impact on patient flow.
The post holder may encounter difficult conversations in their role, for example if the patient or family/caregivers are not in agreement with the discharge arrangements. This will require good communication skills, listening skills, assertiveness, and empathy to achieve a resolution.
To recognise when a conversation may fall out of the scope of own role, knowledge or delegated responsibility and use judgment to refer to a more appropriate member of the MDT or EIM team.
To keep accurate and timely records on Careflow and Patient flow of all interactions with patients, family/caregivers, MDT, and external stakeholders which pertain to the patients’ discharge. This includes a record of conversations and phone calls, for the purpose of record keeping in line with Trust Policy.
Make follow up calls to patients when required and escalate any concerns that may arise to the appropriate professional, i.e., EIM, Doctor, Therapist etc.
Organisational and Administrative
Follow written policies, protocols/operating and discharge procedures and patient treatment/care plans, ensuring provision of safe care.
Work flexibly and provide cover for colleagues across the team on request and as required to meet service requirements.
Plan and organise own daily work and be able to respond efficiently and proactively to a changing or unpredictable workload as daily priorities may alter at short notice.
Arrange and participate in case conferences and family meetings when required/requested.
Liaise with Pharmacy routinely regarding discharge medications (TTA’s).
Utilise IT systems to secure and record timely and accurate data relevant to the role and function.
Facilitate booking of patient transport using the online booking system and support/assist in organising transfers between wards and external transfers.
Assist in the induction of new staff as required.
Personal Development
Demonstrate accountability for own actions. Work within own level of assessed competence and participate actively in any identified training to support job role.
Take personal responsibility for booking and participating in all statutory & mandatory training required for the role.
Identify own learning needs and develop personal objectives in conjunction with line manager to be reviewed at appraisal.
Participate in annual staff appraisal, personal development, and any in-service training activities in line with the knowledge and skill requirement for the role.
Health, Safety and Security
Assist in maintaining a safe working environment.
Report any issues at work that may put health, safety and security of staff, patients, and visitors at risk.
Work within own personal/professional limitations and seek help of others to maintain safe practice.
Work always, in a way that minimises the risk of infection (to patients and self) and maintains health, safety and security in line with established protocols (e.g., hand hygiene, use of Personal Protective Equipment).
Service Improvement and policy development
Show initiative in finding innovative solutions to problems, identifying bottlenecks and potential threats to service delivery.
Comply with Trust/local policies and procedures.
Identify improved ways of working and propose changes to practices, procedures and processes in own area of work.
Equality and Diversity
Carry out duties and responsibilities in line with the Trust’s Equal Opportunity policy and Trust Values.
Recognise the importance of people’s rights and act in accordance with legislation, policies, and procedures.
Act in ways that acknowledge and recognise people’s expressed beliefs, preferences and choices, respecting diversity, and valuing people as individuals.
Take account of own behaviour and its effect on others.
The job description is not intended to be exhaustive. It is likely that the flow coordinator will be requested to undertake actions not recorded in the job description from time to time in the light of changing circumstances which often occur when making discharge arrangements for patients. Requests may come from internal and external stakeholders. Staff will need to be flexible in meeting any requests which directly support the discharge of patients.
