Urology Patient Pathway Assistant | North NHS Trust

About the Role

A Patient Pathway Assistant works 37.5 hours a week in the Bristol Urological Institute, supporting administrative processes for patients with urological issues and RTT patients needing general urology care. The role will support all administration aspects of the patient pathway in line with 18‑week referral to treatment guidelines and cancer pathways. RTT and cancer knowledge would be extremely beneficial. The assistant works closely with the Consultant Team and Patient Pathway Coordinator, deputising for them as required.

Candidates must work calmly, logically, organised, and methodical, and be able to multi‑task in a busy environment with complex patient pathways.

• The Urology Patient Pathway Assistant is responsible for supporting the Patient Pathway Coordinator to manage the inpatient and day‑case waiting lists for Consultant Urologists operating at Southmead Hospital, coordinating admission and associated pre‑operative clinics and theatre lists.
• To support the Patient Pathway Coordinator in working alongside a clinical team ensuring that patients are admitted efficiently for investigative treatments, diagnostic procedures and inpatient and day‑case operations within national guidelines and in accordance with the trust’s Patients Access Policy.
• To add, remove and modify patients to and from the waiting list as requested by the Patient Pathway Coordinator or in accordance with the Trust’s Patient Access Policy.
• To book theatre lists, as dictated by the Patient Pathway Coordinator.
• To schedule new or follow‑up outpatient appointments, book pre‑admission appointments, organise investigative treatments, diagnostic appointments and TCI/operation dates ensuring that patients are informed, with reasonable notice, and that all relevant paperwork is completed for the appointment. This includes ensuring that all elective attendances/admissions are promptly and accurately recorded on the appropriate PAS system(s).
• Provide administrative support to consultant/clinical teams.
• To be responsible for the accurate completion of clinic letters once dictation has been received.
• To ensure all letters are copied to correct templates with correct patient details when received back from external typing company and send to the correct patient.
• Perform photo‑coping, filing and other administrative duties to ensure the efficient running of the office.
• To provide advice to patients in matters relating to admission (pre‑ and post‑operative guidance, etc.) and with regard to their position on the waiting list.
• To deal with enquiries from all service users in a helpful, courteous and diplomatic manner.
• To receive and process incoming mail (including electronic) as necessary, sorting and prioritising items, ensuring all clinical reports and referrals are brought to the attention of the Patient Pathway Coordinator.
• To ensure that patient confidentiality is maintained at all times.
• To liaise with partner organisations to assist facilitate the treatment of patients, including liaison with primary, secondary and tertiary care providers.
• To liaise with Cancer Services MDT Coordinator(s) to ensure that all patients with suspected/confirmed malignancy are treated in accordance with the updated cancer strategy.
• To ensure information regarding patients’ special needs and/or comorbidities are documented and communicated to relative wards/departments.
• To cancel patient appointments and/or TCI dates as requested and ensure that they are rescheduled in accordance with Trust policy as directed by the Patient Pathway Coordinator.
• To maintain regular communication with consultant teams, clinical staff and directorate management to enable efficient processes.
• To be aware of the needs and concerns of patients and provide a friendly, efficient service to them. Use effective listing/communication skills when dealing with potentially distressed or bereaved patients and/or relatives, and an empathetic approach to patients and/or relatives seeking assistance from clinical staff/senior managers.
• To promptly answer telephone enquiries, taking and relaying messages in a polite and helpful manner, and taking action as appropriate.…