Detailed job description and main responsibilities

DESK GUIDE

• To greet and welcome patients and visitors to the hospital providing a friendly and welcoming atmosphere.
• To help patients and visitors find their way to different parts of the hospital.
• Offer patients and visitors information and support to reach their destination, to include location of stairs, lifts, telephones, wheelchairs, and car parking machines.
• Provide clear and accurate directions with signposting and maps to visitors.
• Answer general enquiries as required.
• To assist patients and visitors to book the buggy service and log requests in a timely manner.
• Providing a courtesy ‘Meet & Greet’ service (wheelchair training required)
• Answer incoming telephone calls professionally and action as appropriate.
• Be proactive in assisting anyone who may be or looks lost within the hospital.
• To be aware of steps taken to safeguard the health and safety of patients/visitors and staff, observing all rules and regulations appertaining to their safeguard and have an up to date knowledge of all proceedings for dealing with this.

BOOK TROLLEY

·         Prepare the book trolley with a selection of reading materials before starting rounds on the wards.

·         Use universal wipes to clean the trolley before entering ward areas.

·         Promote the bedside book service and encourage patients to choose books during rounds, offer activity packs containing puzzles, word searches, Sudoku, etc.

·         Advise patients who have smartphones or tablets about the Borrow Box feature available on the Northamptonshire Library website, which provides access to a wide range of e-books, audiobooks, e-newspapers,

·         Note and follow up on any specific book requests or interests.

·         Collect books left behind by discharged patients and adhere to infection prevention guidelines.

·         Return the trolley to its designated storage area after completing rounds.

·         Follow all guidelines and procedures to maintain a safe and clean environment.

RESPONSE

·         Collecting and delivering notes / swabs / medication / equipment & running errands from various departments / wards

·         Providing a courtesy ‘Meet & Greet’ service (wheelchair training required)

·         Assisting with patient / family video calls on wards

·         Visiting / chatting to patients who may not have visitors on wards

·         Support within A&E and Pharmacy departments (over 18’s only with full training)

·         Assist with wellbeing rounds, offering drinks to patients

·         Undertake patient / staff surveys to collect data to understand their experience

·         Confidentiality must be always maintained regarding patients and their property

·         Guide people around the hospital and be proactive in assisting anyone who may be lost or need help

·         Take the Brew Buddy out to support staff wellbeing

·         Whilst carrying a radio always ensuring you speak professionally over the system and never speak about patients over the radio

WARD

• Spending time with patients providing a listening ear and engaging in friendly conversation as appropriate, demonstrate respect and sensitivity to all individuals.
• Chatting / Reading to patients who may not have visitors.
• Ensure confidentiality is maintained at all times of all details appertaining to patients, their relatives, and staff.
• To greet patients or visitors on arrival and during their stay, providing a welcoming and relaxing atmosphere.
• To sit alongside patients at mealtimes chatting and encouraging them to eat and drink, ensuring food and drink is within easy reach and accessible to the patient.
• Helping the hostess to serve meals and deliver snacks to patients.
• Make drinks for patients and ensure water jugs remain full.
• Assist with keeping patient bed areas tidy.
• Making drinks for visitors, including the day area. Wash and tidy kitchen area.
• Highlight the infection control stations to all visitors and point out gel dispensers to them. Replenish gel dispensers as required.
• To be aware of steps taken to safeguard the health and safety of patients/visitors and staff, observing all rules and regulations appertaining to their safeguard and have an up-to-date knowledge of all proceedings for dealing with this, in particular wearing aprons and gloves where appropriate and attention to hand washing/gel.
• To engage in any other appropriate activity under the supervision and direction of the Clinical staff such as replenishing stocks
• Undertake patient surveys in a ward environment to understand the experiences of a patient.

A&E

·         All areas – restock clinnel wipes, PPE

·         Wipe areas down once patient has left

·         Deliver bags/clothes to patients in A&E and the hospital when dropped off

·         Linen Trolleys – each area has different requirements, check the needs & restock as required, ensuring it is tidy

·         Provide directional support to guide patients to the correct areas within A&E and other parts of the hospital.

·         Chat & engage with patients

·         Offer food & drink if allowed.

·         Ensure kitchen areas are clean.

·         Activity Boxes – supporting older patients by engaging in activities to improve their wellbeing supporting Northamptonshire Carers Hospital Team

·         Sluice – Tidy rooms, ensuring enough stock for staff e.g., alcohol wipes, specimen pots