Job summary
- Main area
- Imaging Department
- Grade
- Band 4
- Contract
- 6 months (Fixed Term 6 months)
- Hours
- Full time - 37.5 hours per week (8am to 4pm and 10am to 6pm alternate weeks)
- Job ref
- 392-RNOH-1426
- Employer
- Royal National Orthopaedic Hospital NHS Trust
- Employer type
- NHS
- Site
- Royal National Orthopaedic Hospital
- Town
- Stanmore
- Salary
- £33,262 - £36,027 Per Annum including HCAS
- Salary period
- Yearly
- Closing
- 05/05/2026 23:59
Employer heading
Patient Pathway Co-ordinator
Band 4
Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers – North London Partners Shared Service, who conduct recruitment activities on behalf of Royal National Orthopaedic Hospital NHS Trust.
The Royal National Orthopaedic Hospital NHS Trust is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the Trust. The RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world’s most complex and innovative care to our patients
- Rated Good by the CQC
- Two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility
- Our Research and Innovation Centre works closely with our main academic partner, University College London
- Recognised as a centre of excellence, leading on national initiatives, such as the Getting It Right First Time (GIRFT) Programme
- Further major redevelopment underway across the Stanmore site – improving and modernising our facilities to maintain our position as the UK’s leading centre for orthopaedic medicine
- In the NHS staff survey, over 90% of our staff were satisfied with the quality of care they are able to give to patients - the best result of any NHS Trust in the country
- Our staff also indicated that they had the best experience of appraisals as compared to all other NHS Trusts.
This is a great time to join us and play a critical role in the next stage of RNOH’s journey to achieving an outstanding CQC rating.
Our aim is to remain a world-leading orthopaedic hospital with the best patient care and staff experience in the NHS. To do this, we have four core values that underpin everything that we do. We use our values to help ensure that we are always focused on the things that our staff and patients believe are most important:
- Patients first, always
- Excellence, in all we do
- Trust, honesty and respect, for each other
- Equality, for all
Our annual staff survey results have been improving year on year, with our staff telling us that their experience of working at the Trust is getting better and better. They also indicate that our staff feel very loyal to the RNOH and committed to its role in providing the very best care to our complex patient group. We hope that we can welcome you to our growing team soon.
Artificial intelligence (AI) is a set of technology that can perform various tasks that typically required human intelligence. Your application is your opportunity to demonstrate to us how you meet the requirements of the role. We recognise that AI tools can support accessibility, equity and confidence for applicants. However, it’s important that examples and responses genuinely reflect your own experience and abilities, as these will be explored further during the selection process. AI must not be used to provide misleading or false information during any stage of the application journey. Further guidance can be found in the NLPSS Applicant Toolkit https://royalfree.pagetiger.com/cuuomnr/1.
Royal National Orthopaedic Hospital NHS Trust is committed to fair and transparent recruitment and requires applicants to provide accurate information, as misleading details may affect their application or employment and may be verified in line with the Fraud Act 2006. For further information please visit https://royalfree.pagetiger.com/cuuomnr/1.
Job overview
The role of the Patient Pathway Co-ordinator is key to ensuring our patients are supported throughout the care they receive at RNOH. The post holder is responsible for the management of the whole patient pathway, from referral to discharge, including first outpatient appointment, diagnostics, planning of treatment, treatment, and follow-up appointments.
The post holder will effectively handle telephone calls, correspondence, process complex referrals, book appointments and admissions, whilst ensuring that patients or visitors receive any information they need prior to accessing our services.
Main duties of the job
The Patient Pathway Co-ordinator will work closely with clinicians and Patient Pathway Leads to ensure that the full care pathway of all patients is effectively managed. The post holder will have direct patient contact working with the wider multidisciplinary team to ensure that patient care is well co-ordinated and delivered effectively to our patients, whilst considering the relevant performance rules and targets.
Working for our organisation
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
- Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
- Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
- Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we’re committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
- 24/7 access to wellbeing support through our Employee Assistance Programme.
- A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
- A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
- Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace—we are committed to patients, to excellence and the wellbeing of our staff.
Detailed job description and main responsibilities
Receive new referrals and check hospital data systems to see if the patient has been previously registered with a hospital number.
Register all patients who do not already have a hospital number, ensuring clear and accurate information is entered onto the Electronic Health Record (EHR) and that no duplicate records are created.
Record and capture patient information appropriately and in line with Standard Operating Procedures.
Ensure patient demographics are correct by checking with the patient at every encounter, highlighting
any duplicate records and escalating to the medical records team.
Screen referrals and allocate the referral to the appropriate team, using knowledge and judgement to assign complex referrals to the correct area.
Use electronic patient information systems to scan, attach referrals, and create and action workqueues.
Review triaging information from consultants and action the required next steps, communicating a consultant’s decision not to treat or to accept the referral back to a patient, ensuring documentation is sent to the referrer and patient with the referrer and patient, as required.
Contact referrers to clarify the information provided in referrals if this is unclear or incomplete.
To action Advice and Guidance (A&G) requests on the e-RS system with responses from the clinical team, escalating where required.
Manage the e-RS (e-Referrals System) worklists to ensure ASIs (appointment slot issues) and referrals are appropriately managed, escalating where required.
Use tact, negotiation and persuasion to ensure that referrals are triaged by the clinical team in a timely fashion, and follow up with clinicians where referrals are not triaged in the expected time frame.
Dispose of paper referral documentation in line with the Trust’s Information Governance policy.
Responsible for liaising with the commissioning team, in order to identify NHS eligibility for treatment.
Person specification
Communication and Relation Skills
Essential criteria
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
- Able to induct new staff into the department, demonstrating tasks to colleagues.
Desirable criteria
- Good attention to detail
Knowledge, Training & Experience
Essential criteria
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Interpretation and analysis of reports, databases and spread-sheet information.
Desirable criteria
- Previous NHS experience, or experience of working in a healthcare setting.
Analytical & Judgment Skills
Essential criteria
- Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary.
- Able to deal with sensitive information with tact, diplomacy and understanding.
- An ability to provide accurate and appropriate non-clinical advice and information to others - colleagues, staff at all levels, patients and their families.
Employer certification / accreditation badges
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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.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Nesha Patel
- Job title
- Service Manager
- Email address
- [email protected]
- Telephone number
- 02039470221
- Additional information
Monday 7.30-4pm, Tuesday 7.30-3.30pm, Wednesday 7.30-4pm, Thursday 7.30-3.30pm, Friday 7.30-1.30pm
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