Complex Case Support Worker

To provide pro-active and responsive support to the integrated discharge team members. Establish and maintain positive and productive joint working with system partners and staff at ward level. Based within the Integrated Discharge service Team on the Burnley General Hospital site however the role involves working across all ELHT sites to meet the needs of the service. The post holder will be working independently on their own initiative without direct supervision when out of the office base, reporting back progress and informing the complex case managers of any problems arising. Ensure patients case notes and referral information are handled according to Trust policy and recorded appropriately. The post holder will be required to maintain a confidential and professional approach at all times. The role will involve communicating with patients, relatives, colleagues, nursing and AHP professionals across health and social care, either by telephone or face to face. Participate and correlate information, with regard to the delayed discharge process, from reports/overviews or ward visits and communicating with ward co-ordinators which will initiate alerts, to enable qualified members of the Integrated Discharge service Team to action resolution of delays in the discharge process. Give advice to ward staff at all levels as queries arise with regard to Discharge within remit of knowledge and role. Escalate unresolved issues, disputes and delays in the care process to the senior complex case manager to enable these to be resolved in a timely manner. Prioritise and organise own caseload of work, visiting wards on a daily basis, working on own initiative to ensure deadlines are met and a high standard of service is provided. Support discharge processes that comply with The Hospital and Community support policy operating model 2021. Refer any complaints or unresolved issues to the line manager or delegated person. Respond to bleep/calls in a timely and professional manner. Screen and input information on referrals and trusted assessment documents. Identify risk triggers within the referral/trusted assessment documents and initiate appropriate action. Work within limits of own competence and responsibility, referring issues arising beyond these limits to qualified team members for action. The post holder will be expected to utilise PAS, analyse and input to electronic central referral logs, electronic patient tracking systems and live client data bases within Social Services. Provide additional support to the Integrated Discharge service, as necessary, or to implement improvements, training and provide cover for annual leave and sickness. Understand own limitations and areas of responsibility. Document accurate records of work undertaken, ensuring variation of expected outcomes are highlighted. Collate and maintain monthly statistics as required.

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