About St Luke's Hospice

St Luke's Hospice is a local charity providing compassionate care to people whose illnesses are no longer curable. We promote dignity in dying and empower people to make the choices they want, from the moment they are diagnosed.

About the Role

We are seeking an experienced and compassionate Senior Patient & Family Co-ordinator to join our team. In this pivotal role you will ensure high-quality, consistent support for patients and their families across our services, acting as a key point of contact, co-ordinating care pathways and enhancing communication between clinical teams, families and external partners. You will champion a person-centred approach, support family involvement in care planning, and lead improvements in the patient and family experience.

Salary: £28,848.94 to £34,780.03 per year (depending on experience)

Contract: Permanent

Hours: Full-time, 37.5 hours per week

Location: Basildon/Thurrock (with travel across local sites)

Main responsibilities

• Act as the primary point of contact for patients and families, providing timely information, emotional support and practical guidance throughout their care journey.

• Co-ordinate referrals, appointments and multi-disciplinary meetings to ensure seamless, person-centred care and clear communication between teams.

• Work closely with clinical teams to support discharge planning, care transitions and the development of individualised care plans that reflect patients' preferences and family needs.

• Maintain accurate, confidential records of patient and family contacts, care plans and outcomes in line with GDPR and organisational policies.

• Support families with practical matters including advance care planning, benefits signposting and access to community resources; escalate safeguarding or welfare concerns as appropriate.

• Develop and deliver information resources, group sessions and workshops for patients and families on topics relevant to living with advanced illness and end of life care.

• Provide supervision, coaching and support to less senior staff and volunteers involved in patient and family support activities.

• Contribute to service development and quality improvement projects to enhance patient and family experience and measure impact through feedback and outcome data.

• Promote equality, diversity and inclusion in all aspects of support, ensuring services are accessible and culturally sensitive.

Key skills and experience

• Proven experience in a co-ordination, case management or patient-facing role within healthcare, social care or a related charity setting.

• Excellent interpersonal skills with the ability to communicate sensitively with patients, families and multi-disciplinary teams.

• Strong organisational and administrative skills, including record keeping and use of electronic patient systems or databases.

• Experience of working with complex family dynamics and supporting people through emotional and practical challenges.

• Knowledge of safeguarding, confidentiality, mental capacity and relevant legislation and best practice.

• Ability to manage competing priorities, work independently and as part of a team in a busy environment.

• Commitment to the values and ethos of St Luke’s Hospice and to delivering high quality, compassionate care.

Desirable attributes

• Relevant qualification in health, social care, counselling or a related discipline.

• Experience of supporting bereavement, advance care planning or palliative care services.

• Knowledge of local health and social care systems and community resources.

• Experience of leading or contributing to service improvement and auditing patient experience.

Professional development

We are committed to supporting continuous learning. The role includes access to training, supervision and opportunities to develop skills in care co-ordination, communication, bereavement support and quality improvement.

Application process

When applying, please submit your most recent CV and a supporting statement explaining how your skills, knowledge and experience meet the requirements of the role. Shortlisted candidates will be invited to interview and may be asked to provide evidence of references and right to work.

Belonging, Equity, Diversity and Inclusion

At St Luke's Hospice we are committed to creating an inclusive workplace that values diversity. We welcome applications from all sections of the community and particularly encourage applications from disabled, LGBTQ+ and Black, Asian and Minority Ethnic candidates. Reasonable adjustments will be considered for applicants who require them during the recruitment process.

Right to Work

Please note that St Luke's Hospice is unable to sponsor work permits or visas. All applicants must have the right to work in the UK.

If you are passionate about providing compassionate co-ordination and support to patients and families, skilled at building relationships and committed to improving patient experience, we encourage you to apply and join our dedicated team.