Pall24 Care Coordinator

Job summary

Location: Integrated Care Co-ordination Hub, Kenton (primary base), with regular travel to St Lukes Hospice and other partner sites across North West London in line with service requirements.

As part of the requirements of the NWL ICB model of care, this service will provide support for patients and families 24 hours a day. Therefore, the post holder may be expected to work shift patterns including night shifts as part of the service development.

St Lukes Hospice is looking for Pall24 Care Co-ordinators to join our innovative 24-hour specialist palliative care service, supporting patients and families across six North West London boroughs.

Main duties of the job

Based within the Integrated Care Co-ordination Hub in Kenton, youll play a vital role in ensuring patients receive timely, coordinated, person-centred care. Working alongside senior nurses and a wide range of health and social care professionals, youll help patients remain in their preferred place of care wherever possible while supporting the delivery of outstanding end-of-life care.

This is a unique opportunity to be part of a service working closely with NHS 111, London Ambulance Service clinicians, GPs, community services and hospice teams.

About us

Here at St Lukes Hospice we offer 24-hour care / seven days a week to people who have advanced disease. You could be caring for people in the local community or in our Inpatient Unit which accommodates 12 patients. Our person-centered care is delivered with compassion and respect for peoples wishes.

Job responsibilities

The Care Coordinator will play a key role in coordinating referrals, supporting the registered nurse, and ensuring individuals and families receive timely, compassionate, and well-coordinated palliative care.

To Co-ordinate patients care through the 24-hour advice and support line; enabling patients to remain in their preferred place of care for as long as possible.

Where possible work towards preventing avoidable hospital admissions by working collaboratively with internal and external health care colleagues.

Ensuring joined up working with colleagues and health care teams involved in the patients care; to ensure maximum support and care is provided to the patient and their families/carers.

Together with other members of staff, maintain standards that will ensure that the care provided is of the highest possible quality, within the resources available.

To work collaboratively as part of a multi-disciplinary team, demonstrating the values of St Lukes Hospice.

To work flexibly within the service as required to ensure continuity of patient care and service delivery

Key Working Relationships

Pall 24 Nurse / Pall 24 Lead

Hospices

Clinical nurse Specialists

London Ambulance Service

GPs, District Nurses, Community Teams

Social Care and Voluntary Sector Partners

Patients, carers, and families

Job Description

2. Main Duties & Responsibilities

Professional and Clinical:

- Demonstrate understanding of palliative and end-of-life care principles, including symptom awareness, psychosocial needs, and holistic assessment.

- Recognise red flags, deterioration, and safeguarding concerns, escalating appropriately.

- Apply knowledge to support effective signposting to internal and external services. Maintain awareness of boundaries and work within scope of practice

- Act as a point of contact for clinical enquiries via telephone

- Triage and prioritise referrals alongside the registered nurse based on urgency, complexity, and risk.

- Ensure that all patients receive a welcome phonecall and service information via text

- Monitor and manage the email inbox with the registered nurse

- Support the smooth flow of information across services and teams.

- Liaise with internal and external professionals to support coordinated, person-centred care.

- To report and record accidents and incidents.

- To be an ambassador for the charity.

- To uphold the values of the Hospice

- To maintain the best appearance of your immediate working area.

- To demonstrate a positive and supportive attitude to staff and volunteers.

- Respect confidentiality applying to all Hospice areas.

- To promote the safeguarding and welfare of children, young people and vulnerable adults

- To adhere to the Infection prevention and Control Policies and Procedures set by the charity and the Care Quality Commission.

- To conduct yourself at all times with complete integrity, respecting professional dignity and ensuring that actions enhance the reputation of themselves and the charity.

Learning and Development

- To attend and contribute to the clinical supervision sessions and learning programmes provided by the Hospice.

- Participate in appropriate internal and external educational programmes including attendance at mandatory training as required.

- Under the guidance of the registered nurses, participate in the induction and orientation of new staff /students and volunteers.

- Participate in own Individual Performance Review on an annual basis and be willing to receive further training as identified through this process.

- To be responsible for liaison with your line manager regarding your own development needs.

General Responsibilities:

- To demonstrate St Lukes Hospice values at all times, in all interactions with managers, colleagues, staff, volunteers, customers, donors and members of the general public.

- Be aware of the procedure to follow in the event of fire and other emergencies.

- To report to your line manager/nurse in charge any incidents or accidents including data breeches that may occur in your working environment and ensure compliance with the terms of the health and Safety at Work act.

- Participate in the ongoing system of performance review. Ensure e- learning is kept up to date for self and others.

- To undertake any other reasonable duties as required.

- To have the highest regard for the principles of confidentiality and at no time disclose confidential information inappropriately

Person specification

Personal Qualities

Essential

• Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting lifestyles and diversity
• Use appropriate coping strategies and seek supervision or support when needed
• Drive and enthusiasm
• Ability to work autonomously and as an effective member of a team, using initiative
• Ability to prioritise effectively and produce work to high standards under pressure
• Excellent communication/ interpersonal skills including ability to network, build and sustain relationships

Skills and experience

Essential

• Good interpersonal and communication skills working with: patients,
• families, carers and professionals
• Professional and friendly telephone manner
• Ability to work with others and unsupervised
• Ability to work under pressure
• Accurate and methodical approach to work
• Organised and able to prioritise and adapt to presenting situations
• An understanding of the importance of Safeguarding adults
• Ability to problem solve
• Willing to undertake direction and delegated duties reporting concerns
• IT skills

Desirable

• Previous use of Emis or other electronic record systems
• Experience of supporting people in a crisis

Experience

Essential

• Experience coordinating appointments, referrals or patient pathways
• Experience working within multidisciplinary teams and handling
• confidential information
• An Understanding of Palliative Care
• Understanding of confidentiality and information governance.
• Understands the work of the primary health care team
• Demonstrable commitment to professional and personal development

Desirable

• Understanding of palliative care services available in the local area
• Care of patients in the community with a palliative diagnosis

Qualifications

Essential

• Good standard of literacy and numeracy (GCSE English and Maths or
• equivalent).
• Level 3 in Health & Social Care

Attitudes and Values

Essential

• A commitment to the vision, values, and objectives of St Lukes Hospice
• Team Player
• Understanding and commitment to the Hospices Equal Opportunities
• policy
• Ability to maintain confidentiality
• Able to use own initiative