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Job description / Role
Patient related duties
• Receive, welcome and guide patients, their families and visitors, on the ward and liaise with other staff appropriately.
• Assist nursing staff in the orientation and settling of patients into the ward, whilst building a positive rapport with the patient and their visitors.
• Maintain upkeep of the patients’ bed areas, ensuring that the patients’ space is respected including attending to fruit, flowers and other patient consumables (for example cards and tissues).
• Maintain the safety of patients’ property and belongings in line with client’s policy.
• Maintain the privacy and dignity of patients whilst carrying out housekeeping duties.
• Assist in the purchasing of consumables at local level for Bed-bound patients.
• Assist patients in using patient entertainment / patient power equipment (for example making telephone calls, using the TV etc.)
• Ensure patients have adequate supplies to meet their basic needs eg toiletries as required.
• Clean and prepare beds for new patients following patient discharge.
• Clean and prepare occupied beds, or assist clinical staff with cleaning and preparing occupied beds, as directed by clinical staff.
• Assist people with accessing and interpreting written information ie cards and letters
• Explain the correct use of equipment to people i.e. nurse call.
Catering related duties
• Assist patients to order food, where necessary taking into account special needs and medical requirements in conjunction with the primary / named nurse.
• Assist nursing staff as required to ensure patients have any help they require to eat and drink and to monitor food and fluid intake.
• Serve meals in conjunction with the nursing team, ensuring patients intake is known and that their dietary needs are met including supplementary foods / drinks.
• Provide eating assistance, e.g. cutting up food, placing food within reach, encouragement.
• Prepare areas where food and beverages are served/consumed to ensure a pleasant environment for patients.
Cleaning related duties
• Ensure the ward is safe and tidy at all times e.g. remove clutter, tidy notice board, signage etc.
• Maintain upkeep of patients’ bed area.
• Identify any problems with cleanliness and report to the ward sister / help desk.
• Maintaining the environment
• Carry out monitoring of service delivery especially related to cleaning, food, linen and the environment at the agreed frequency.
• Inform Ward Manager of outcomes of monitoring and agree action plans ensuring action is taken.
• Manage the wards defect call log book, ensuring all defects are logged, reported, recorded and closed down as appropriate.
• Monitor and co-ordinate other ad hoc maintenance. Liaise with support service helpdesk as required for other service.
• Carry out regular equipment monitoring in accordance with procedures.
• Ensure equipment to be returned for reprocessing is stored safely.
• Monitor the access and security and use of premises and facilities
Administrative duties
• Respond to requests for general information.
• Receive and pass on information to others maintaining confidentiality.
• Handle complaints and take appropriate action.
Requirements
• Minimum a Diploma holder.
• Good comprehension of English and Arabic is an advantage.
• Understanding of relevant policies and procedures.
• Minimum 3 years experience of interacting with members of the public
• Experience in patient transport, or working in a hospital environment, or work experience overseas, particularly in the Middle East, would be an asset.
Skills
• Good communication and customer service skills.
• Ability to handle confidential information in strict confidence
• Ability to work with high integrity and minimum supervision.
• Good interpersonal skills
• Maintain a professional demeanor at all times.
• A lively, energetic and strong personality with a practical “can-do” attitude
• Must be able to respond to, and follow verbal instructions.
• Must be able to learn and consistently follow policies and procedures.
• The ability to respond to and follow instructions in English would be an asset
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.