To work as a member of a multi-disciplinary team to provide effective and high quality telephone support to patients through a virtual ward model.
- To use professional judgement at all times, and with the support of clinical assessment software, provide skilled and effective assessment of patients presenting with a clinical need, through telephone consultation
- To apply critical analysis to the synthesis of complex information during the care process to provide accurate advice and health information to patients in order to empower and enable them to act upon advice given.
- To maintain an up to date awareness of current policies
- To liaise effectively between caller and third party in critical situations/areas of concern
- To keep immediate and accurate records of service user enquiries to the service at all times.
- To accurately document consultation notes in a timely fashion within the software programme, to allow for suitable emergency referral and intervention.
- 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 critically appraise sources of information and their evidence base.
- To refer to Call Centre Manager, peers or colleagues as necessary for advice, but to maintain accountability and responsibility for decisions made in relation to clinical calls.
- To work with the management team to contribute to the continuous development and delivery of service.
- 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.
- 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 specialist practice with peers and 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 support management by undertaking delegated administrative tasks when required to support effective service delivery, e.g. entering faxed patient information from other sites onto software.
- To facilitate and actively 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.
- To actively communicate with call centre staff to assist service delivery.
- To participate as required in investigation of incidents, complaints or accidents.
- 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 ensure clear communication with all other care providers.
Education, Training & Development
- To take responsibility for own personal development requirements to meet individual education and developmental needs in line with service requirements.
- 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 in order to meet service and personal objectives.
- Assisting in managing the smooth transition of patient care from the hospital to the home.
- To carry out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the job.
Knowledge & Experience:
The role holder will have experience in the following:
- Suitable post registration experience in a busy working environment
- Partnership and inter agency working experience.
- Handling of patient calls
The role holder will have knowledge of the following:
- Understanding and application of Clinical Governance
- Understanding and application of Risk Management
The following qualifications are essential:
- RGN part 1 NMC Register
- Post registration qualification in specialist area (Preferably Chronic Disease/Asthma/COPD or Orthopaedics)
Evidence of continued professional development is desirable.
Personal Skills & Qualities:
- Proficient in the use of Word, Excel, PowerPoint and Outlook.
- Excellent telephone manner and call handling skills
- Ability to prioritise and work to tight despatch timescales.
- Motivated and hardworking.
- Excellent interpersonal, communication and listening skills
- Ability to plan and prioritise workload and demonstrate flexibility
- Ability to act professionally, responsibly and accountably
- Problem solving skills and ability to formulate creative solutions
- Ability to work autonomously and as part of team
- Enthusiasm for the post and achievement of programme goals
- Effective critical thinking and decision making skills
- Ability to work to protocols and procedures
- Able to navigate effectively in complex software environment
- Planning and Organising
Health and Safety:
- To take reasonable care to prevent injury to themselves or others who may be affected by their acts or omissions
- To co-operate fully in discharging the organisations policies and procedures with regard to health and safety matters
- To immediately report to their manager any shortcomings in health and safety procedures and practice
- To report any accidents or dangerous incidents to their immediate manager and safety representative as early as possible and submit a completed accident/incident form.
- To use protective clothing and equipment where provided
Healthcare at Home is an Equal Opportunities Employer