ClinicianinBlackpoolinBlackpoolPUBLISHED FRI 8 NOV 2024

At FCMS we provide exceptional call handling, dental, planned care and urgent care services across the Fylde Coast and beyond. Working alongside and providing services for the NHS, while retaining our own sense of identity, enables us to operate with adaptability and openness while having fun.

About our Call Centre -We have an established history of handling calls for clinical and non-clinical services; ensuring that all services we operate are maintained at the highest level of quality and efficiency. We have been delivering local health care since 1994 during OOH periods; taking calls for GP practices when they are closed which enables us to understand what the local population needs. Our knowledge puts us in the ideal position to deliver a range of services that our patients deserve. We are proud to deliver NHS 111 for the Northwest England and local booking agent services. Through these challenging times, we make a real impact on the communities we serve; ensuring users get the assessments they need and that patients are referred to or booked into local care services such as Pharmacy first, Minor Injury units, UTC, and some GP services.Flexibility to work a variety of shifts is essential in this role. While the 111 service is 24/7, FCMS provide the 111 service between 7am-12 midnight 365 days a year. Therefore, you must be able to work some shifts across evenings, weekends, Bank Holidays and during the festive period. Full-time, part-time and bank shifts are available.

What will the role involve?

111 is a highly varied and incredibly busy work environment where no two days are the same. Patient care is our utmost priority, and you will remain calm and professional even when dealing with high call volumes and challenging or distressed service users. The role of 111 Clinician assesses all ages of patient whilst using a combination of your triage experience and the NHS Pathways software, you will ensure the patient receives the most suitable treatment tailored to their needs and this can range from giving self-care advice or referring to other service, whilst also supporting our 111 health advisors.

The post holder will be required to have 2yrs minimum acute or primary care experience and be responsible for the assessment of health and clinical needs, utilising professional clinical judgement, supported by decision support software. This requires generalist and specialist skills to assess and deliver care to patients across all age groups in a call centre environment. The post holder will provide assessments, medication advice, and health information furthermore supporting individuals to access the most appropriate level of care at the right time with the right service, some of which may include advice to manage their symptoms at home.

About us

Job Purpose

The post holder will be required to have 2yrs minimum acute or primary care experience and be responsible for the assessment of health and clinical needs, utilising professional clinical judgement, supported by decision support software. This requires generalist and specialist skills to assess and deliver care to patients across all age groups in a call centre environment. The post holder will provide assessments, medication advice, and health information furthermore supporting individuals to access the most appropriate level of care at the right time with the right service, some of which may include advice to manage their symptoms at home.

Key Duties and Responsibilities

To always use your professional judgement, and with the support of clinical assessment software, provide skilled and effective assessment of patients presenting clinical need, through telephone consultation.

To bring together, analyze and critically evaluate a range of information during the care process to provide accurate advice and health information that empowers and enable the patient to act upon advice given.

To maintain an up to date awareness of current policies and utilize acquired skills in mental health, child protection, medication enquiries and all other aspects of general healthcare.

To liaise effectively between caller and third party in critical situations/areas of concern e.g. child abuse, where information is not consistent or may be disputed.

To identify and use information sources to support and underpin clinical decision making.

To recognise opportunities for providing health education during the consultation process and to supply such information either in person or by referring to appropriate health care professionals as required.

To use knowledge and competence in computer skills, in order to access drives, databases, email and approved internet resources and to appraise sources of information and their evidence base.

To refer to other clinical colleagues as necessary for advice, but to maintain accountability and responsibility for decisions made in relation to clinical calls.

To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse, and challenging workload.

To adhere to and implement national and local policies and procedures and work within the NMC Code of Professional Conduct and the Health and Care Professions Council (HCPC)

To act independently within the constraints of professional and organisational policies and structures

To work independently, taking responsibility and accountability for managing own workload, risk assessment and risk management

To actively participate in clinical supervision to facilitate personal and professional development.

To share and utilise areas of practice with peers and non clinical colleagues to inform and enhance patient care.

To maintain a healthy and safe work environment for self and colleagues

To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary.

To inform senior colleagues of any factors affecting delivery of the service as soon as they arise

To participate in the continuous quality improvement audit process to develop individual performance and achieve against set delivery targets.

To participate in internal audits and support quality improvements to inform practice and improve service delivery.

Communication

To actively communicate with other staff to assist service delivery.

To actively communicate with other service providers about patient care programs or plans

Reflect the diversity of needs in the local healthcare community by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding.

To use advanced listening, probing and facilitative skills across a diverse range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression and to use complex communication skills to negotiate (utilising language support services as necessary), and provide support to callers who may be non compliant with recommended outcomes, emotive, hostile and or antagonistic.

To be confident in assessing, signposting and advising the patient over the telephone in a non face to face capacity

Education, Training & Development

To take responsibility and plan for own personal development requirements to meet individual education and developmental needs in line with service requirements.

To keep Mandatory training up to date

To support a learning environment in which quality, performance and development can flourish and to contribute on nursing development issues.

To participate in an annual development review (PDP) and with the line manager, identify areas of need for professional development to meet service and personal objectives.

General duties and Responsibilities

Enhance own performance through continuously developing own knowledge, skills, and behaviours to meet the current and future requirements of the job.

Act within acceptable parameters as an employee, having regard to the applicable Code of Conduct for your role and ensuring own practice is in accordance with company policies.

Maintain own CPD and contribute to own personal development by participating in annual appraisal with line manager, developing a PDP, and actively participating in agreed learning activities and evaluating effectiveness of learning in relation to role.

Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other activities affect own practice.

To achieve and demonstrate agreed standards of personal and professional development within agreed timescales.

To contribute positively to the effectiveness and efficiency of the teams in which he/she works

To contribute to a healthy, safe, and secure working environment by adhering to health and safety regulations, policies, procedures, and guidance. Take necessary action in relation to risks in the workplace including supporting others to manage risks and reporting incidents as necessary.

To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with policies. Identify and take action when own or others action undermines equality and diversity.

To raise concerns around risk, safeguarding, malpractice, or wrongdoing at work, which may affect patients, staff or the organisation, at the earliest reasonable opportunity.

The post holder will be required to adapt to and undertake different or new duties in line with professional and service developments This Job Description is intended as a general guidance to the duties and responsibilities of the post and is not, therefore, exhaustive. It will be subject to review, in light of changing circumstances and in consultation with the post holder.

Disability Confident EmployerAs users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.