Communication Providing and receiving complex or sensitive information, where persuasive, motivational, negotiating, training, empathic or re-assurance skills are required. This includes complex issues around the Mental Capacity Act, child protection and vulnerable adults, along with safeguarding assessments. Effectively communicate with patients and relatives in a sensitive & compassionate manner where the atmosphere may be emotive, distressing and /or antagonistic. This may require persuasive and reassurance skills. Provide health education and information to patients and their carers. Interact with patients, visitors and colleagues in a professional manner at all times. Assists in the resolution of any conflicts within the clinical area, resolving informal complaints locally and assisting in the investigations of and response to formal complaints as required. Service Delivery and Improvement Works within the team and manages own workload on a day-to-day basis but occasionally acts as shift co-ordinator, allocating staff and organising cover for staff shortages to cover unexpected sickness. Follows local policies, protocols and national policy to ensure KPI and targets are met whilst delivering a safe and evidence based high quality service to clients. Contribute to clinical governance and risk assessment and ensure formal reporting and recording of any adverse incidents in line with Trust Policies. Ensure accurate data entry by self to enable reports to be pulled that will support audit requirements and production of dashboards. Ensure the health, safety and welfare of the department staff, taking action where necessary and report issues of concern to the senior staff nurse. Ensure appropriate stock levels and equipment availability to support the smooth running of the department at all times. Undertakes audits as necessary for own role. People Management and Development Provides supervision for HCAs, receptionists, students and Nursing Associates on a daily basis. Demonstrates own role to new staff and supports the training of new staff and apprentices, including acting as a Practice Supervisor or Assessor to students. Acts as unit/clinic coordinator as part of own development and ensures cover is adequate for subsequent shifts. Delegate appropriately tasks and workload to match the capabilities of more junior team members. Patient Care Delivery Support patients undergoing clinical procedures ensuring their comfort and safety. Ensure patients have a clear understanding of the clinical situation are prepared to provide informed consent. Chaperone and assist the clinicians and staff working within the clinic. Be an advocate and clearly present the patient/client point of view. Ensure the provision of clear and appropriate verbal and written communication with patients, carers and the multidisciplinary team at all times. Identify incidences of concern to either patients or staff and deal effectively with the consequences, completing the appropriate documentation and escalate to line manager. Please see attached Job Description for full details.