Patient Experience

The Porter represents Fortius Clinic whenever interacting with patients and visitors.

The post holder should:

• Treat every patient with dignity, courtesy, and respect.
• Demonstrate patience, empathy, and understanding.
• Provide reassurance to patients who may be anxious or distressed.
• Listen appropriately to patients and respond professionally.
• Maintain appropriate professional boundaries.
• Respect cultural, personal, and individual differences.
• Escalate patient concerns to the appropriate clinical or management team.
• Maintain confidentiality at all times.

Health, Safety & Infection Prevention

The post holder must:

• Follow Fortius Clinic health and safety procedures.
• Wear the required PPE for each activity.
• Follow infection prevention and control procedures.
• Use appropriate manual handling techniques.
• Complete relevant training before undertaking specialist activities.
• Carry out dynamic risk assessments where required.
• Report accidents, incidents, near misses, and hazards promptly.
• Never undertake a task that they have not been trained or authorised to perform.
• Maintain a safe environment for patients, visitors, and colleagues.

Communication

Effective communication is essential to the role.

The Porter must:

• Maintain clear and professional communication with clinical and non-clinical teams.
• Respond to portering requests promptly where operationally possible.
• Keep colleagues informed where delays occur.
• Escalate urgent or unresolved requests appropriately.
• Use agreed communication systems and procedures.
• Maintain confidentiality when handling patient information.

Service Priorities

Portering resources must be managed according to operational and clinical priorities.

When several requests are received simultaneously, the Porter should prioritise:

• Patient safety and urgent clinical movements.
• Time-critical patient transfer.
• Essential linen, chemical, and departmental deliveries.
• Other operational requests according to agreed priorities.

Where a Porter is unable to respond immediately, the requesting department should be informed, and the matter escalated where necessary.

Essential Skills & Attributes

The successful candidate should demonstrate:

• Excellent customer service skills.
• Good communication and interpersonal skills.
• A caring and professional approach.
• Ability to remain calm under pressure.
• Ability to work effectively in a busy healthcare environment.
• Good organisational and time-management skills.
• Ability to prioritise competing demands.
• Reliability and punctuality.
• Physical ability to undertake the duties of the role safely.
• Ability to follow procedures and instructions.
• Commitment to patient confidentiality.
• Ability to work independently and as part of a team.
• Flexible approach to changing operational requirements.

Desirable

• Previous experience within a healthcare, hospital, care, or customer-facing environment.
• Previous portering, facilities, or logistics experience.
• Understanding of infection prevention and control.
• Manual handling training.
• Experience working within a clinical environment.

No specific formal qualification is necessarily required for the role; however, all required Fortius Clinic training must be successfully completed before undertaking relevant duties.

Professional Standards

All Porters are expected to:

• Represent Fortius Clinic professionally at all times.
• Maintain a positive and respectful attitude towards colleagues.
• Follow Fortius Clinic policies, procedures, and local operating instructions.
• Work collaboratively with clinical and support services.
• Take responsibility for their own actions and performance.
• Demonstrate a willingness to learn and develop.
• Support continuous improvement within the portering service.
• Maintain professional standards even during busy or challenging periods.

Confidentiality

The post holder may come into contact with confidential patient, clinical, and business information.

They must:

• Maintain strict confidentiality at all times.
• Only access or discuss information required to perform their duties.
• Follow Fortius Clinic information governance and confidentiality requirements.
• Never discuss patients or confidential information in public areas or with unauthorised individuals.

Training & Development

The Porter will be expected to complete all mandatory Fortius Clinic training relevant to the role, which may include:

• Health & Safety
• Infection Prevention & Control
• Manual Handling
• Fire Safety
• Waste Management
• COSHH
• Confidentiality and Information Governance
• Safeguarding
• Patient Moving and Handling, where applicable
• Any additional role-specific training identified by management

The role provides opportunities to develop skills in healthcare operations, customer service, logistics, communication, problem-solving, and team working.

Key Performance Expectations

Performance will be assessed against the following areas:

• Patient safety and quality of service.
• Responsiveness to portering requests.
• Professional conduct and communication.
• Compliance with Fortius Clinic policies and procedures.
• Safe handling of patients, equipment, and waste.
• Infection prevention standards.
• Reliability and attendance.
• Teamwork and collaboration.
• Effective prioritisation of workload.
• Customer and patient experience.