Job overview
The Flow Co-ordinator plays a crucial role in ensuring patients experience a seamless and timely journey through the Emergency Department (ED), supporting the goal of discharge or admission within four hours. As a key member of the ED team, you will work collaboratively with clinical and operational staff to facilitate patient flow, reduce delays, and uphold high standards of care. You will contribute to the achievement of key performance indicators, support real-time decision-making, and actively participate in service improvement initiatives to enhance patient outcomes and departmental efficiency.
This is for a pilot project therefore the posts are for 6 months only, secondments can be considered. Part time and full time applications welcome
Main duties of the job
You will be responsible for liaising with Site Management, Service Managers, Clinical Teams, support services and any other receiving areas to maintain clear and effective communication about capacity and patient flow, ensuring that any issues are appropriately escalated at an early stage.
This job description is not an exhaustive list of duties but provides a general overview of the range of work undertaken. Responsibilities may vary in response to changing demands and priorities within the Department. Any substantive changes to the role will be carried out in consultation with the post holder.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
Our values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job
Detailed job description and main responsibilities
Work within the Emergency Department (ED) to help meet performance targets, ensuring patient flow is maintained and delays are escalated promptly to the Nurse in Charge, CIC/EPIC, Service Manager and Matron.
Monitor admission activity and escalate appropriately when trigger points are reached.
Support the completion of actions and delivery of outcomes identified during operational flow meetings within agreed timeframes.
Record breach reasons for patients exceeding the four-hour target accurately and promptly.
Maintain confidentiality and security of all patient records, adhering to Trust information governance policies.
Communication and Liaison
Maintain clear communication and close liaison with clinical colleagues, including Shift Leads, Service Managers, ED Consultants, the Clinical Site Management Team, on-call staff, and speciality teams.
Alert relevant staff to patients approaching the four-hour target to ensure compliance with national standards.
Ensure compliance with the Trust’s escalation procedures, informing senior personnel of the current operational position and actions taken.
Liaise with pharmacists and pharmacy technicians to ensure timely provision of TTO (To Take Out) medications.
Communicate effectively with patients, relatives, and carers, keeping them informed of discharge plans and ensuring a positive patient experience.
Patient Discharge Coordination
Support the discharge process by arranging and booking hospital or ambulance transport in line with Trust policy.
Liaise with the Integrated Discharge Team, Community Matrons, District Nurses, CRT, and other external partners to ensure appropriate referrals are made.
Ensure TTOs and discharge letters are completed in a timely manner by relevant MDT members.
Identify and escalate any factors delaying discharge or transfer
Operational Support and Organisation
Assist in coordinating patient movements, investigations, and interventions to minimise delays in care and optimise patient flow.
Direct patients and visitors to appropriate areas, arranging assistance as required.
Check and respond to emails daily to remain informed of departmental and Trust-wide updates.
Actively contribute to major incident responses, following the Trust’s major incident plan.
Undertake any other duties commensurate with the role as required by the Operational Managers
Person specification
Qualifications
Essential criteria
1. Experience in primary care/NHS/caring profession
2. Computer literate
3. GCSE English or equivalent
4. Experience to diploma level equivalent
Desirable criteria
5. Maths GCSE Equivalent or above
Experience
Essential criteria
6. Experience in using clinical software
7. Experience of dealing with the Public/Customer service experience
8. Ability to work in a changing environment and work under pressure
Desirable criteria
9. Experience in primary care/NHS/caring profession
10. Experience in using clinical software (Symphony/Nervecentre/PIMS/ ICE/ Viper)
Knowledge
Essential criteria
11. Excellent communication / customer care skills both written and verbal demonstrating sympathy and compassion
12. Excellent keyboard / IT skills ensuring accuracy
13. Highly developed prioritisation skills
14. Good time management skills
15. Ability to deal professionally with enquiries from staff, Patients and Visitors
16. Confidentiality and tact necessary for dealing with people at all levels, and the most complex and sensitive information
17. Ability to pay attention to detail where there are predictable interruptions to the work pattern
18. Ability to deal with stressful situations and sensitive issues
19. Ability to work under pressure whist meeting deadlines and adapt to changes in demand and workload
Personal Skills
Essential criteria
20. Ability to work within a multi-disciplinary management team
21. Experience of dealing with members of the public
22. Work effectively and flexibly as part of a team to meet the needs of the services
23. Confident in dealing with people at all levels
24. Must be able to demonstrate an understanding of equality and diversity
25. Mature open and flexible approach to work
26. Demonstrates care and compassion
27. Good inter-personal and communication skills
28. Good organisational skills
29. Team Player
30. Conscientious
31. Demonstrates reliability, motivation and commitment
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.