Job Title: Dental Triage Nurse - Clinical Assessment and Booking Service (CABS) Team: Dental CABS Base Location: Sheridan Teal House, Bradley and / or Lexicon House Leeds Line Manager: Dental Shift Supervisor Clinical Line Manager: Lead Dental Nurse Hours of Work: As per contract. (This is a 24 hour service and shifts cover the 24 hour period, 365 days per year including bank holidays) Staff Group: All Clinical & Dental Triage Nurses DBS Check Level Required: Enhanced with Child/Adult Barring, Child/Adult Workforce Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Low Risk for requiring Hepatitis B immunisation. Flu jab recommended and will be offered. Job Purpose: To respond to dental patient calls transferred from NHS 111 in a professional and timely manner, in line with all relevant protocols / procedures and key performance indicators for the service. To provide evidence based clinical assessment, prioritisation & advice over the telephone working within clinical capabilities & competencies and in line with the NHS Pathways Dental Module. To identify those patients appropriate to be booked into an urgent dental care appointment & prioritise need when booking into an appointment, taking into account patient circumstances / preferences as appropriate. To ensure that patients are given correct information relating to exemption from payment of dental charges. To ensure that patients who are not appropriate to be booked into an urgent dental care appointment are provided with relevant information regarding self-care and / or finding a regular dentist using the Directory of Services (DOS) and / or the NHS Choices website. To strive to improve performance & quality as needed, in line with Local Care Direct (LCD) clinical governance & performance review policies / procedures. KEY PRINCIPLES Clinical: Assess clinical risk on behalf of dental patients as part of an initial telephone-based assessment. Undertake an assessment using approved clinical assessment tools plus evidence-based protocols & guidelines together with professional judgement. Identify promptly any patient with an apparent medical need & effect a prompt warm transfer to the NHS 111 Integrated Urgent Care provider. Ensure that any patient who may have taken an excess of pain relief medication is dealt with appropriately & that such patient is passed for medical assessment promptly. Process calls whilst providing a professional, courteous & efficient telephone service consistent with standards / protocols specified for telephone triage in respect of patients seeking assistance via NHS 111. Triage all calls effectively, giving appropriate self-care or other advice as necessary. Use critical thinking & effective communication skills to assess patient need, taking account of relevant cultural, social & economic factors in a respectful and non-judgemental manner. Identify & use appropriate information sources to support & underpin clinical decision making. Aim to book a patient with an emergency or urgent dental care disposition into an appropriate & timely dental appointment, taking account of individual patient circumstances plus their access to a regular dentist. For patients not eligible for an urgent dental care appointment, or where there is no appointment readily available, provide appropriate self-care advice as needed ensuring that patients have a safe & consistent outcome together with information on how to find a regular dentist if necessary. Accept responsibility & accountability for managing own workload, risk assessment & risk management, whilst also working effectively as a team member. Provide reliable clinical advice that is based on current evidence & best practice. Conclude the episode to the satisfaction of the patient or their representative. Document accurate & contemporaneous records of telephone triage outcomes. Personal: Show evidence of effective decision making. Manage time & resources effectively & appropriately. Communicate effectively with patients / their representatives & other agencies as required. Develop effective interpersonal relationships with others in the CABS team. Demonstrate effective performance within a team environment. Develop own skills / competencies through education, training & development activities relating to current & future demands of the role or when requested to do so. Be prepared to work on a flexible basis as required to assist in service delivery. Quality: Provide a safe & effective service, meeting key performance indicators as appropriate. Understand & observe professional & national guidelines on confidentiality. Use professional knowledge, skills & experience to the maximum benefit of the caller. Work as a member of the CABS team to improve performance & quality. Participate in organisational clinical governance & performance review procedures. Communication Manage calls in a professional & reassuring manner adapted to individual need, using tact & empathy across a range of calls some of which will be challenging due to emotive circumstances or caller aggression. Utilise translation services where language barriers are present or other relevant means of communication for non hearing patients. Utilise communication skills to negotiate with & provide support to patients who are non-compliant with the assessment outcome. Actively communicate with the Shift Supervisor & other CABS team members, plus other agencies as necessary, to assist service delivery. Education, Training and Development Demonstrate a broad understanding of the NHS & in particular the NHS 111 patient pathway plus key performance indicators relating to CABS. Attend mandatory / other relevant training courses & ensure ongoing awareness of relevant clinical or other service updates. Take responsibility & accountability for own professional development & performance, maintaining a portfolio in accordance with General Dental Council registration requirements to demonstrate personal & professional development / achievements. Identify personal / professional developmental needs in line with service requirements & agree periodic objectives with the relevant clinical manager. Participate in regular performance review of progress / achievements & identify areas of need for professional development to meet service & personal objectives. Support new dental triage nurses in their development & participate in training & supervision as required, to help new staff develop & achieve role competencies. General To be willing to work flexibly to support the needs of the service. At all times to carry out duties & responsibilities in line with LCD policies: Confidentiality; Data Protection Act; Equal Opportunities; Health & Safety. To inform senior colleagues of any factors affecting service delivery at the time that an issue is highlighted & take any necessary action as a result. To undertake any other duties, role & responsibilities commensurate with the nature & grading of the post or as reasonably requested. COMMUNICATIONS & RELATIONSHIPS To ensure agreed lines of communication & reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities & changes. To promote effective cross-functional working & that the operational team supports the achievement of objectives, standards & protocols of other LCD areas. To attend internal & external meetings representing LCD & engaging in discussions appropriate to the role and level of the post. PATIENT CARE To ensure that the quality of patient care is firmly at the centre of the organisations objectives & vision. To ensure the management & monitoring of the highest standards or safety & quality in the delivery of healthcare & related services, & manage risk within Local Care Direct. FINANCIAL RESOURCES To ensure financial policies & procedures are maintained & the budget is adhered to & that best value for money is achieved. CONFIDENTIALITY To operate & ensure the team operates within information governance protocols & that business confidentiality is maintained at all times. TRAINING To complete the defined company induction programme & core training for this role and mandatory refresher training thereafter & ensure that accurate records of training are maintained. INFECTION PREVENTION AND CONTROL Healthcare workers have a duty of care to patients & are expected to comply fully with the companies Infection Prevention & Control (IP&C) policies & attend / complete IP&C training, for personal & patient safety & for prevention of healthcare-associated infection (HCAI). Knowledge, skills & behaviour in the workplace should reflect this. SAFEGUARDING Individuals have a duty of care to children & vulnerable adults that they come into contact with whilst at work to safeguard & promote their welfare and to work to prevent, recognise, respond, appropriately refer & record potential neglect or abuse, adhering to the companys Safeguarding Children & Safeguarding Vulnerable Adults policies & procedures. MANAGING SELF Ensure that relevant professional practice is evidence based & current. Ensure that continual professional development is maintained & facilitates the ability to provide care to a high standard in a way that is both safe & cost effective. Ensure that mandatory training is up to date & participate in training as appropriate. Effectively utilise time management, organisational, co-ordination and if required - management skills. Identify own professional development needs through the Personal Development Review process (PDR). The main duties & responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.