Job summary
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.
Main duties of the job
What will the role involve?
111 is a highly varied and incredibly busy work environment whereno two days are the same. Patient care is our utmost priority, and you willremain calm and professional even when dealing with high call volumes andchallenging or distressed service users. The role of 111 Clinician assesses allages of patient whilst using a combination of your triage experience and theNHS Pathways software, you will ensure the patient receives the most suitabletreatment tailored to their needs and this can range from giving self-careadvice or referring to other service, whilst also supporting our 111 healthadvisors.
The post holder will be required to have 2yrsminimum acute or primary care experience and be responsible for the assessmentof health and clinical needs, utilising professional clinical judgement,supported by decision support software. This requires generalist and specialistskills to assess and deliver care to patients across all age groups in a callcentre environment. The post holder will provide assessments, medicationadvice, and health information furthermore supporting individuals to access themost appropriate level of care at the right time with the right service, someof which may include advice to manage their symptoms at home.
About us
- The ethos of FCMS as a not for profit health and well-being services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services. Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.
Job description
Job responsibilities
Job Purpose
The post holder will be required to have 2yrsminimum acute or primary care experience and be responsible for the assessmentof health and clinical needs, utilising professional clinical judgement,supported by decision support software. This requires generalist and specialistskills to assess and deliver care to patients across all age groups in a callcentre environment. The post holder will provide assessments, medicationadvice, and health information furthermore supporting individuals to access themost appropriate level of care at the right time with the right service, someof which may include advice to manage their symptoms at home.
Key Duties and Responsibilities
To always use your professional judgement, andwith the support of clinical assessment software, provide skilled and effectiveassessment of patients presenting clinical need, through telephone consultation.
Tobring together, analyze and critically evaluate a range of information duringthe care process to provide accurate advice and health information that empowersand enable the patient to act upon advice given.
Tomaintain an up to date awareness of current policies and utilize acquiredskills in mental health, child protection, medication enquiries and all otheraspects of general healthcare.
Toliaise effectively between caller and third party in critical situations/areasof concern child abuse, where information is not consistent or may be disputed.
Toidentify and use information sources to support and underpin clinical decision making.
Torecognise opportunities for providing health education during the consultationprocess and to supply such information either in person or by referring toappropriate health care professionals as required.
Touse knowledge and competence in computer skills, in order to access drives,databases, email and approved internet resources and to appraise sources ofinformation and their evidence base.
Torefer to other clinical colleagues as necessary for advice, but to maintainaccountability and responsibility for decisions made in relation to clinical calls.
Todemonstrate the ability to remain focused on service delivery whilst dealingwith an unpredictable, diverse, and challenging workload.
Toadhere to and implement national and local policies and procedures and workwithin the NMC Code of Professional Conduct and the Health and Care ProfessionsCouncil (HCPC)
Toact independently within the constraints of professional and organisationalpolicies and structures
To workindependently, taking responsibility and accountability for managing ownworkload, risk assessment and risk management
To activelyparticipate in clinical supervision to facilitate personal and professional development.
To share andutilise areas of practice with peers and non clinical colleagues to inform andenhance patient care.
To maintain ahealthy and safe work environment for self and colleagues
To maintain aworking knowledge of emergency procedures and escalate issues affecting servicedelivery as necessary.
To informsenior colleagues of any factors affecting delivery of the service as soon asthey arise
To participatein the continuous quality improvement audit process to develop individualperformance and achieve against set delivery targets.
To participatein internal audits and support quality improvements to inform practice andimprove service delivery.
Communication
To activelycommunicate with other staff to assist service delivery.
To activelycommunicate with other service providers about patient care programs or plans
Reflect thediversity of needs in the local healthcare community by utilising all availableresources to facilitate access to the service where there are barriers tocommunication and understanding.
To useadvanced listening, probing and facilitative skills across a diverse range ofcalls, some of which can be highly challenging due to emotive circumstances orcaller aggression and to use complex communication skills to negotiate(utilising language support services as necessary), and provide support tocallers who may be non compliant with recommended outcomes, emotive, hostileand or antagonistic.
To beconfident in assessing, signposting and advising the patient over the telephonein a non face to face capacity
Education, Training & Development
To takeresponsibility and plan for own personal development requirements to meetindividual education and developmental needs in line with service requirements.
To keepMandatory training up to date
To support alearning environment in which quality, performance and development can flourishand to contribute on nursing development issues.
To participatein an annual development review (PDP) and with the line manager, identify areasof need for professional development to meet service and personal objectives.
General duties and Responsibilities
Enhance own performance through continuouslydeveloping own knowledge, skills, and behaviours to meet the current and futurerequirements of the job.
Act within acceptableparameters as an employee, having regard to the applicable Code of Conduct foryour role and ensuring own practice is in accordance with company policies.
Maintain own CPD and contribute to ownpersonal development by participating in annual appraisal with line manager,developing a PDP, and actively participating in agreed learning activities andevaluating effectiveness of learning in relation to role.
Regularly review own practices and makeschanges in accordance with current and/or best practice, makes suggestions forimproved practice and identifies where other activities affect own practice.
To achieve and demonstrate agreed standards ofpersonal and professional development within agreed timescales.
To contribute positively to the effectivenessand efficiency of the teams in which he/she works
To contribute to a healthy, safe, and secureworking environment by adhering to health and safety regulations, policies, procedures,and guidance. Take necessary action in relation to risks in the workplaceincluding supporting others to manage risks and reporting incidents as necessary.
To actin ways that support equality and diversity and the rights of individuals,ensuring own practice is in accordance with policies. Identify and take actionwhen 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, atthe earliest reasonable opportunity.
The post holder will be required toadapt to and undertake different or new duties in line with professional andservice developments This Job Description is intended as a general guidance tothe duties and responsibilities of the post and is not, therefore,exhaustive. It will be subject toreview, in light of changing circumstances and in consultation with the post holder.
Disability Confident Employer As users of the disability confident scheme, we guaranteeto interview all disabled applicants who meet the minimum criteria for the vacancy.
The role is subject to a DBS checkwhich will require three forms of valid ID to be produced and verified. Theonboarding process is also subject to an Occupational Health check, suitableprofessional references, and eligibility to work in the UK (with therequirement to provide relevant documentation as evidence).
The organisation is committed tosafeguarding and promoting the welfare of children, young people and vulnerableadults and expects all staff to share this commitment. You will beexpected to fulfil your mandatory safeguarding training at the level applicableto this role.
Person Specification
Experience
Essential
1. Post registration experience of a minimum of 2 years in a primary or acute health care setting.
2. Evidence of consolidating post qualification practice
3. Evidence of commitment to ongoing continual personal and professional development
4. Experience of being in difficult situations with an ability to de-escalate.
Desirable
5. Knowledge of clinical governance / quality performance
6. Awareness of issues for vulnerable people
7. Evidence of liaising with multidisciplinary agencies
Skills & Capabilities
Essential
8. Good patient assessment skills
9. IT literate with good keyboard skills
10. An ability to use personal initiative in working both autonomously and as part of a team within the boundaries of the role
11. Excellent communication skills
12. Ability to identify own developmental needs
Qualifications
Essential
13. Professional clinical qualification and active registration with relevant regulator, first-level registered nurse with active NMC registration
14. Registered Midwife
15. Paramedic - Health and Care Professions Council (HCPC).
16. Must be educated to degree level in relation to their registered role
Values & Behaviours
Essential
17. Commitment to providing service that meets the changing needs of external and/or internal customers
18. Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
19. Focus on constructive evaluation and challenge of own and team performance
20. Proactive in identifying opportunities for improvement and innovation