Healthcare Provider (Mobile)

27000.00 - 30000.00 GBP Annual + GBP27000 - GBP30000/annum
04 Feb 2017
18 Feb 2017
Contract Type
Full Time
Job Purpose
• To be responsible for the safe and efficient installation, replenishment, service and removal of medical oxygen systems to patients in their homes, on time and in full.
• To train patients and their carers in the safe use of the system through a practical demonstration and explain how they can contact Vitalair
• To decide based on a competency assessment and risk assessment whether a patient is able to use specific oxygen therapy equipment
• To communicate with members of the local primary care, social services and respiratory care teams
Principal Accountabilities
Safety & Risk Assessment
To install, replenish, service and remove oxygen systems in patients' homes - either concentrators, cylinders or liquid, or combinations thereof. To drive safely at all times to protect the jobholder, the vehicle and its equipment. To carry out both a premises risk assessment and patient competency assessment against set criteria on installation to determine whether the patient can use specific oxygen therapy systems
• Compliance with safety procedures (including driving and hygienic installation and maintenance of equipment)
• Accurate and comprehensive completion of premises risk assessment and patient competency assessment, reviewed by line manager
• Observation of patient interaction by line manager
Patient Service
To efficiently carry out the activities on the daily patient call plan in full and where activities cannot be done for whatever reason to be proactive and report them as they happen.
• Accurate and comprehensive completion of patient call plan
• Responsiveness to and taking ownership for timely resolution of patient complaints
• Observation of patient interaction by line manager
Efficiency in Serving Patients
To interface with patients with an equal measure of courtesy and efficiency in order to meet the patient call plan each day. To carry out emergency deliveries at short notice, occasionally out of hours and at weekends. To discuss product shortages with the scheduler and re-work the vehicle load as necessary.
• Punctuality in attendance of appointments
• Adherence to patient call plan and ensuring that all necessary steps have been carried out
• Observation of patient interaction by line manager
To be flexible around working hour and call-out arrangements, to ensure that patient needs are met.
• Attendance when requested at emergencies both during and outside of working hours
• Compliance with patient call plan
Key Challenges
• Demonstrate personal sensitivity: to show empathy with the patients and carers situation; acting with efficiency and courtesy, having a caring, helpful manner in whilst at the same time recognising that the patient call plan must be achieved in full.
• Safety and quality control: not to compromise safety even when it may be that the patient call plan is not completed; and to meet necessary procedures when checking that the installation, service, removal or replenishment has been done observing all safety guidelines
• Consistency of work quality: to complete each activity to a set standard and within an expected time frame, but to complete as many activities as possible so as to reduce failed deliveries, and in turn reduce distribution costs
• Giving the patient / carer confidence in the Vitalair service: to be knowledgeable about Vitalair products, patient categories and about the relationships that should exist between the patient, their clinicians and Vitalair. To pass on this knowledge to inform the patients of what level of oxygen care is available to them. To listen and respond in a personal way which gives the patient confidence that Vitalair has their best interests at heart
Job Competencies
• Effective communication
The ability to provide accurate information in the most effective way to ensure patient and carer understanding of all relevant aspects of the service.
• Patient service orientation
Focusing one's efforts on discovering and meeting patients' needs: recognising the differing circumstances and requirements of each patient as an individual and addressing these accordingly.
• Taking responsibility
The confidence to take responsibility; to recognise a problem or opportunity and take appropriate action, adapting one's approach as the requirements of a situation change.
• Emotional self-control
The ability to remain emotionally controlled and composed in difficult and upsetting situations; the effective management of one's own emotional reactions.
• Understanding patients' needs
Accurately sensing and understanding the unspoken or partly expressed thoughts, feelings and concerns of patients and carers; the ability to see from patients' and carers' perspectives and take an active interest in their concerns.
• Efficiency
The ability to get things done and utilise resources with optimal efficiency and effectiveness; ensuring the accuracy, quality and orderliness of work and being attentive to detail.
Skills & Qualifications
• Reasonable level of DIY skills
• Previous customer service role
• Clean UK driving licence and emphasis on safety
Information Governance:
All employees are bound by a legal duty of confidence to protect personal information they may come into contact with during the course of their work.
All staff, whether permanent, temporary or contracted, and contractors are responsible for ensuring that they are aware of the Information Governance requirements incumbent upon them and for ensuring that they comply with these on a day to day basis