Frequent Caller Lead (South) in London inLondon PUBLISHED THU 11 JUL 2024 Jump to job information section

The Frequent Caller Team (FCT) is a department of the London Ambulance Service NHS Trust. Its purpose is:

• To identify patients who meet the definition of an ambulance frequent caller (FC) and support them to access the most appropriate care for their needs.
• To work with external partners, in a person centred way, to identify unmet needs in their health and social care provision with the aim of improving quality of life and reducing reliance on our services.
• To manage, and where possible and appropriate to reduce, unnecessary demand on LAS resources and those of the wider health and social care system in London.
• There are two Frequent Caller Leads (FCL), North and South London, and five Frequent Caller Managers (FCM) who report to them (one for each of five sectors, NW, NC, NE, SE and SW). A FCT Specialist administrator also reports to one of the FCL (currently South).
• To be responsible for the overall work of the team, in their area of London.
• To be the initial escalation point for all issues arising in the work of the Frequent Caller Managers.
• To be the senior specialists and source of expertise on frequent callers to the trust, and to external partners.
• To deputise for the Head of the FC team as appropriate in their absence.
• To advise the Trust on the interpretation of practice, policy and legislation relevant to the areas of specialism.
• To produce highly complex and sensitive reports, datasets and updates on FCs to the trust and to external partners.
•  To undertake highly complex work in relation to very challenging service-users.
• To liaise across the Trust, in particular with the Clinical & Quality Directorate, to obtain any required evidence and support the implementation of care plan arrangements in relation to individual service-users.
  
  

London Ambulance Service serves one of the worlds most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital every year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.

We employ over 8,000 people who work or volunteer, across London to respond to the health needs of over 8 million people who live, work and travel in the capital.

We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 STPs and NHS England for our specialist services.

As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.

For further details / informal visits contact: Name: Alan Hay Job title: Head of Frequent Caller Team Email address: Telephone number: