Request for Information (RFI) Officer

Job description

Job responsibilities

• To be competent in working on all types of request, across all areas of the RFI office, maintaining a high standard of work on requests assigned to you and others.
• To be expert in the use of the patient administration system and all other core systems that hold medical records and the downloading of records appropriate to various requests
• Taking the lead to learn and then support the access clerks with the use of new software programmes and processes.
• Teach and support new starters to the team
• Be the main point of contact for problems arising with access requests
• Be responsible for the day to day running of access requests, ensuring that statutory deadlines are met. Including timetabling tasks as necessary
• Process requests from all outside agencies including the police, courts, local authority safe-guarding team, solicitors, insurance companies, patients and relatives, the public, the DWP, Veterans Agency, the Coroner, the GMC and similar bodies, the Complaints Ombudsman, etc.
• Deal with day-to-day queries regarding access to health records
• Ensure all new SARs and FOI requests are managed in line with the DPA, GDPR, Access to Health Records Act and FOI Act, working to strict deadlines.
• Co-ordinate and oversee the management of sensitive information being received by the team which includes various requests for information, working in an organised manner.
• Communicate effectively with colleagues to ensure medical record requests are shared with and signed off by appropriate consultants, the Caldicott Guardian, litigation staff and Executives as necessary
• To employ strong communication skills with patients, relatives and the public being able to answer complex queries and undertake complicated conversations in relation to access to health records, employing patience and understanding where there may be a language barrier, impairment, illness, bereavement, frustration or emotional distress.
• To employ strong customer service skills, communicating by phone, e-mail, standard written correspondence and in person, in a professional manner. Reporting progress accurately and honestly. To undertake redaction tasks, conscientiously removing all third party information as appropriate to the individual request, with advice from your line manager, as necessary.
• Actively assist and take the lead in locating physical records that are needed for access requests, these may be stored in all areas of the Trust and must be retrieved and handled as necessary.
• Providing advice and guidance to staff on the disclosure of information in accordance with current legislation with assistance from the RFI Team Leader Manager as necessary
• Plan and organise the workload within the RFI Team to ensure timescales are met, prioritising the workload as demand changes
• Provide records and information to patients and outside agencies as appropriate within the confines of data protection and confidentiality
• Ensure all Freedom of Information (FOI) requests are logged, managed and responded to in accordance with the FOI Act 2000 and NGH/KGH internal processes.
• Ensure the Disclosure log for FOIs is updated and maintained in line with the FOI Act 2000
• Ensure any delays in response to FOI requests are escalated appropriately to the RFI Team Leader to allow appropriate mitigation to occur.
• Ensure that any exemptions are applied to FOI requests and these are communicated and recorded appropriately.
• Complete Subject Access requests (SARs) for members of staff in line with UK GDPR standards.
• Process Subject Access requests for CCTV images in line with UK GDPR standards.
• Use the e-proc system to order stationary items needing to be reordered and be responsible for equipment such as the photocopier used by the RFI Team
• Ensure the AMS / FOI solution is maintained to monitor all requests and timescales
• Ensure the fair distribution of the work using the AMS solution database
• Ensure the effectiveness of the teams management of new requests
• Ensure all new correspondence is inputted onto the AMS / FOI solution by the team
• Ensure the AMS/FOI system is updated regularly with any new transactions
• Deputise for the RFI Team Leader in their absence

Workforce

• To be the contact for HR queries in the absence of the RFI Team Leader
• Plan and allocate workload to support with the RFI Team rota ensuring adequate skill mix and that cover in the office is appropriately managed
• To provide training, advice and guidance to RFI Team members as and when required
• To lead the team in ensuring patient confidentiality at all times.
• To assist with RFI Team recruitment;
• To deliver trainingrelevant to RFI
• To update the e-rostering system as appropriate including timesheets and planned or un-planned leave
• To support the Team Leader with appraisals, team performance management and initial disciplinary matters.

Other

• Maintain the security of the IT department and Access Office
• Assist and propose the RFI Team Leader to implement policies and changes to Standard Operating procedures in line with new legislation or systems
• Assist with other routine duties as delegated by the RFI Team Leader or DSP Manager

• occasional requirement to contact data requestors to obtain clarification on requests, or in response to appeals.
• support the DSP Manager when responding to complaints in relation to Access to Information Acts via the Information Commissioners office or the public.
• support the development of existing and new systems including data inputting, reviewing data capture and data analysis to continually improve the service

• update the Internet and Intranet pages for RFI as appropriate, ensuring it is up to date with pertinent advice guidance, with applicable FAQs and relevant legislation
• undertakes surveys or audits as required within the RFI responses to test effectiveness of procedures and compliance

• Escalate to manager if performance indicators demonstrate non-achievement against expected standard

Person Specification

Educations, Training and Qualifications

• Educated to NVQ level 4 or equivalent level of education, training or experience
• Proven IT Skills

• Supervisory qualification

Knowledge and Experience

• Knowledge and good understanding of the FOI Act, Data Protection Act 2018, Access to Health Records Act and the UK General Data Protection Regulation
• Experience of Patient Administration Systems e.g CaMIS, Careflow

• Experience within a Medical Records Office
• Experience of supervising a team
• Experience of managing access requests in line with the Data Protection Act

Skills

• Effective Written and verbal communication skills
• Well-developed interpersonal skills including well-developed influencing and conflict management skills
• Able to liaise with people in a professional manner at all levels including staff within NGH and KGH and other Trusts and members of the general public
• Excellent planning and organisational skills

• Ability to deal with challenging experiences such as distressed patients/relatives/staff with kindness and respect
• Ability to articulate issues and concerns

Key Competencies/Personal Qualities and Attributes

• A flexible attitude
• Concentration and dealing with interruptions in a professional manner
• Self-Motivated
• Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where postholders are required to travel as part of their role)

• Show compassion, accountability, respect, integrity and courage

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Kettering General Hospital NHS Foundation Trust

Address

Cytringan House

Robinson Way

Kettering

NN5 8PT

https://www.kgh.nhs.uk/working-for-us