111 Clinical Advisor

Manpower is currently recruiting for NHS 111 Clinical Advisor on a permanent basis in several locations including Bicester, Oxfordshire, Milton Keynes and Otterbourne, Winchester. You will be required to work for the 111-single point of access service, the Clinical Advisor will carry out complex clinical triage in a sensitive manner providing assessment, advice, and information in line with clinical assessment software whilst utilising professional judgement and referring to other agencies where appropriate.

MAIN DUTIES AND RESPONSIBILITIES:

• Work as an autonomous practitioner and provide high quality complex clinical triage using knowledge, skills, critical thinking, and professional judgement supported by clinical assessment software.
• Review incoming symptom based and health information, telephone enquiries and assess for urgency and priority.
• Provide healthcare advice supported by clinical assessment software / clinical protocols and facilitate onward referral to other professionals if required.
• Liaise and communicate clinical information verbally and via technical links with health economy partners to ensure continuity of care for the caller.
• Work towards service delivery targets, clinical indicators, and national and locally negotiated targets.
• Attend and actively participate in regular management meetings and work with the line manager to improve and/or consistently maintain performance.
• Actively participate in regular call monitoring and quality of call handling to include call review and self-reflection.
• Participate in Individual Performance Review and Development (IPRD) and Performance Development Plans.
• Ensure continued professional development through mandatory training and within personal development plans.
• Provide clinical and professional expertise as required to call centre colleagues.
• Review, evaluate and recommend revisions of clinical assessment software.
• Operate within all local and national policies, procedures and protocols provided.
• Comply with Clinical Governance standards including audit and customer satisfaction programmes, and to ensure continuous development of a quality service.
• Ensure the compliance with the local and national requirements of child protection policies in operation with the health economy partners
• Always adhere to the professional code of Practice.
• Ensure ICT systems are used appropriately, and report systems failures to the Shift Supervisor/ Performance Manager. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the SPA in maintaining business continuity. 20.To control and take charge of calls by managing patients, relatives, and the public in a calm professional manner and always treating them with dignity and respect.
• Be able and confident to identify the need and take action to modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
• To be confident in adapting, escalating, and maintaining control when dealing with safeguarding or life-threatening situations under pressure.
• Ensure polite, efficient, and appropriate communications always exist with their clients, e.g., patients, relatives, medical and other emergency service personnel.
• Deal with highly emotional, verbally aggressive, abusive, or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
• Dealing with distressed patients and relatives, including traumatic situations such as death or responding to life threatening conditions.
• Identify to the Clinical Lead/Shift Supervisor instances where the content of a call raises concerns over the welfare of patients, or concerns over vulnerable or at-risk individuals even if they are not the patient. This includes all perceived issues of risk, neglect, abuse or endangerment to all adults and children.
• Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act and Trust Caldicott Guardianship principles.
• Carry out tasks relating to evaluating services, e.g., staff questionnaires, audits, and equipment trials. 33.Work as an effective member of a high-performance team, ensuring self-awareness of surrounding environment and events.
• To be flexible and adaptable to support service delivery across the organisation.
• Have knowledge of escalation policies and emergency procedures as necessary.
• Reflect the diversity of needs in healthcare communities by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding, e.g., text phone, interpretation services.

KNOWLEGDE AND EXPERIENCE REQUIRED

• Registered general nurse (RN1, RNA), Specialist Practitioner or Paramedic
• Valid registration with NMC / HCPC
• Triage experience
• Customer service experience
• Experience of dealing with emotionally charged situations
• Ability to communicate effectively: aurally, orally and in writing.
• Ability to work as part of a team
• Ability to organise and prioritise work
• Ability to remain calm while working under pressure
• Sympathetic, respectful and caring approach to others
• Computer skills
• Understanding of Clinical Governance and audit practises
• Motivated towards further professional development

All successful candidates will be required to undergo an enhanced DBS check and must be able to provide Manpower with additional ID which will include x2 photographic and x1 proof of address OR x1 photographic and x2 proof of address.

For information and assistance with your application please apply here!