Patient Coordinator (ADHD Team)

Job description

About

The Patient Coordinator will play a key role in coordinating and managing patient pathways within the Right to Choose Adult ADHD Assessment and Treatment Service. The postholder will ensure that patients receive an efficient, accessible, supportive and patient-centred service from initial referral through assessment, diagnosis, treatment, ongoing monitoring and discharge. The role involves coordinating referrals, validating clinical and administrative documentation, arranging appointments, monitoring waiting times, maintaining accurate patient records and facilitating effective communication between patients, clinicians, GPs and other healthcare professionals. The postholder will work closely with multidisciplinary clinical teams, including psychiatrists, nurses, pharmacists and non-medical prescribers, to ensure that patients progress safely and efficiently through the service. The Patient Coordinator will provide regular administrative and non-clinical support to patients, including welfare contact, appointment coordination, signposting to appropriate support services and assistance with reasonable adjustments for individuals with additional needs. The postholder must maintain high standards of confidentiality, safeguarding, information governance, professional conduct and patient safety throughout all aspects of the role. 2. Main Duties and Responsibilities Patient Referral and Pathway Coordination Receive, review and process referrals received through the electronic referral system. Ensure referral documentation is complete and meets the service's eligibility and pathway requirements. Request outstanding information from referring GPs or healthcare professionals, including baseline investigations, ECG results, blood test results and relevant ADHD questionnaires. Coordinate patient registration, triage administration and pathway progression in accordance with service protocols. Maintain accurate records of referrals, appointments, waiting lists and patient pathway stages. Monitor waiting times and identify potential delays against agreed service targets and KPIs. Escalate incomplete referrals, urgent concerns and pathway delays to the Team Lead or appropriate clinician. Support the timely progression of patients towards assessment, diagnosis, treatment and discharge. Appointment Management and Patient Communication Contact patients to arrange suitable face-to-face or virtual appointments. Provide clear information regarding appointment arrangements, preparation requirements and relevant documentation. Coordinate initial assessments, follow-up appointments, medication reviews and titration appointments. Manage appointment cancellations, rescheduling and non-attendance in line with service procedures. Maintain regular communication with patients throughout their care pathway. Conduct non-clinical welfare calls, where appropriate, to establish general wellbeing, appointment engagement, medication-related concerns and any issues requiring clinical escalation. Ensure that patients know how to contact the service and access appropriate support. Clinical Team and Prescribing Coordination Liaise with clinicians, nurses and non-medical prescribers to coordinate patient appointments and follow-up arrangements. Support the administrative coordination of medication titration and monitoring pathways. Track outstanding clinical reviews and investigations and escalate delays to the appropriate clinician. Ensure consultation letters, care plans and relevant correspondence are distributed to patients and their registered GPs following clinical appointments. Coordinate shared care documentation and communication with primary care providers when patients are suitable for transfer under an agreed shared care arrangement. Ensure that prescribing decisions and clinical advice are undertaken by appropriately qualified and authorised clinicians. Support the safe and timely transfer of care and discharge arrangements. Patient Support and Signposting Provide a welcoming, respectful and non-judgemental service to patients and their families. Support patients with understanding appointment processes and accessing relevant service information. Signpost individuals to appropriate local and national ADHD support organisations, voluntary services, social prescribing, wellbeing resources and talking therapies. Provide information about relevant self-help resources and support networks. Assist patients and carers with administrative documentation where appropriate, including supporting information for employers, educational establishments and benefit-related applications. Recognise that individuals with ADHD, autism and other neurodevelopmental or mental health conditions may require additional communication support and reasonable adjustments. Promote equitable access to the service in accordance with the Equality Act 2010. 3. Communication and Interpersonal Skills Communicate effectively and professionally with patients, relatives, carers, GPs, clinicians and external healthcare providers. Demonstrate empathy, patience and sensitivity when communicating with individuals experiencing distress or difficulties associated with ADHD. Handle confidential and sensitive information appropriately. Provide clear and accurate information regarding appointments, referral progress and administrative processes. Ensure relevant information is communicated promptly to the appropriate members of the multidisciplinary team. Maintain professional boundaries and recognise when concerns require escalation to clinical colleagues. Ensure patient interactions are documented accurately and comprehensively. 4. Safeguarding and Patient Safety Understand and comply with the organisation's safeguarding adults and children policies and procedures. Recognise and promptly report safeguarding concerns, including concerns relating to abuse, neglect, exploitation or risks to patient welfare. Escalate concerns to the designated safeguarding lead or appropriate senior member of staff. Maintain accurate, factual and timely records of safeguarding concerns and actions taken. Recognise situations where patients may require urgent clinical or emergency support and follow the appropriate escalation procedures. Maintain professional boundaries and promote the dignity, privacy and rights of all patients. Complete all mandatory safeguarding training relevant to the role. 5. Quality, Governance and Service Improvement Maintain high standards of administrative accuracy and patient pathway management. Ensure patient records, referral information and correspondence are complete, accurate and up to date. Work in accordance with organisational policies, clinical governance requirements and operational procedures. Support the monitoring of service performance, waiting times, patient outcomes and key performance indicators. Assist with the collection of information for audits, service reviews and quality improvement activities. Participate in team meetings, multidisciplinary meetings and service development discussions as required. Contribute to identifying operational issues and recommending improvements to patient experience and service efficiency. Support the management and review of patient complaints, incidents and significant events, escalating concerns appropriately. Ensure that administrative processes support safe, timely and effective patient care. 6. Information Technology and Record Management Use electronic patient record systems and administrative platforms to manage patient information and appointments. Maintain accurate records using relevant clinical systems, including EMIS, SystmOne or other systems adopted by the organisation. Demonstrate competence in Microsoft Office applications, email and electronic communication systems. Maintain appropriate data quality and ensure information is entered accurately and promptly. Comply with UK GDPR, the Data Protection Act 2018, confidentiality requirements and organisational information governance policies. Ensure patient information is only accessed, used or shared for authorised purposes. Maintain secure handling, storage and transfer of confidential patient information. 7. Teamwork and Professional Development Work collaboratively with the ADHD multidisciplinary team and wider healthcare professionals. Attend team meetings, supervision sessions and training as required. Manage own workload effectively and prioritise competing demands. Work independently within the boundaries of the role and seek guidance when necessary. Maintain professional standards and demonstrate a commitment to continuous learning. Complete all statutory and mandatory training within required timescales. Participate in annual appraisal and performance reviews. Identify opportunities to develop knowledge and skills relevant to adult ADHD services and patient coordination. 8. Equality, Diversity and Inclusion The postholder must promote equality, diversity and inclusion in all aspects of their work. They must treat all patients, relatives, carers and colleagues fairly, respectfully and without discrimination. The postholder must recognise the diverse needs of individuals accessing the ADHD service and support reasonable adjustments to ensure accessible and equitable care.