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 and Responsibilities
1. 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
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.
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’
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.
