Job responsibilities
Job Purpose:
1. 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.
2.
To provide
evidence based clinical assessment, prioritisation and advice over the
telephone working within clinical capabilities and competencies and in line
with the NHS Pathways Dental Module.
3.
To
identify those patients appropriate to be booked into an urgent dental care
appointment and prioritise need when booking into an appointment, taking into
account patient circumstances/preferences as appropriate.
4.
To ensure
that patients are given correct information relating to exemption from payment
of dental charges.
5.
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.
6.
To strive
to improve performance and quality as needed, in line with Local Care Direct
(LCD) clinical governance and performance review policies/procedures.
KEY PRINCIPLES
Clinical:
1. Assess clinical risk on behalf of
dental patients as part of an initial telephone-based assessment.
2. Undertake an assessment using
approved clinical assessment tools plus evidence-based protocols and guidelines
together with professional judgement.
3. Identify promptly any patient with
an apparent medical need and effect a prompt warm transfer to the NHS 111
Integrated Urgent Care provider.
4. Ensure that any patient who may have
taken an excess of pain relief medication is dealt with appropriately and that
such patient is passed for medical assessment promptly.
5. Process calls whilst providing a
professional, courteous and efficient telephone service consistent with
standards/protocols specified for telephone triage in respect of patients
seeking assistance via NHS 111.
6. Triage all calls effectively, giving
appropriate self-care or other advice as necessary.
7. Use critical thinking and effective
communication skills to assess patient need, taking account of relevant
cultural, social and economic factors in a respectful and non-judgemental
manner.
8. Identify and use appropriate
information sources to support and underpin clinical decision making.
9. Aim to book a patient with an
emergency or urgent dental care disposition into an appropriate and timely
dental appointment, taking account of individual patient circumstances plus
their access to a regular dentist.
10. 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 and consistent outcome
together with information on how to find a regular dentist if necessary.
11. Accept responsibility and
accountability for managing own workload, risk assessment and risk management,
whilst also working effectively as a team member.
12. Provide reliable clinical advice
that is based on current evidence and best practice.
13. Conclude the episode to the
satisfaction of the patient or their representative.
14. Document accurate and
contemporaneous records of telephone triage outcomes.
Personal:
1. Show evidence of effective decision
making.
2. Manage time and resources
effectively and appropriately.
3. Communicate effectively with
patients/their representatives and other agencies as required.
4. Develop effective interpersonal
relationships with others in the CABS team.
5. Demonstrate effective performance
within a team environment.
6. Develop own skills/competencies
through education, training and development activities relating to current and
future demands of the role or when requested to do so.
7. Be prepared to work on a flexible
basis as required to assist in service delivery.
Quality:
1. Provide a safe and effective
service, meeting key performance indicators as appropriate.
2. Understand and observe professional
and national guidelines on confidentiality.
3. Use professional knowledge, skills
and experience to the maximum benefit of the caller.
4. Work as a member of the CABS team to
improve performance and quality.
5. Participate in organisational
clinical governance and performance review procedures.
Communication
1. Manage calls in a professional and
reassuring manner adapted to individual need, using tact and empathy across a
range of calls some of which will be challenging due to emotive circumstances
or caller aggression.
2. Utilise translation services where
language barriers are present or other relevant means of communication for non
hearing patients.
3. Utilise communication skills to
negotiate with and provide support to patients who are non- compliant with the
assessment outcome.
4. Actively communicate with the Shift
Supervisor and other CABS team members, plus other agencies as necessary, to
assist service delivery.
Education,
Training and Development
1. Demonstrate a broad understanding of
the NHS and in particular the NHS 111 patient pathway plus key performance
indicators relating to CABS.
2. Attend mandatory/other relevant
training courses and ensure ongoing awareness of relevant clinical or other
service updates.
3. Take responsibility and
accountability for own professional development and performance, maintaining a
portfolio in accordance with General Dental Council registration requirements
to demonstrate personal & professional development/achievements.
4. Identify personal/professional
developmental needs in line with service requirements and agree periodic
objectives with the relevant clinical manager.
5. Participate in regular performance
review of progress/achievements and identify areas of need for professional
development to meet service and personal objectives.
6. Support new dental triage nurses in
their development and participate in training and supervision as required, to
help new staff develop and achieve role competencies.
General
1.
To
be willing to work flexibly to support the needs of the service.
2.
At
all times to carry out duties and responsibilities in line with LCD policies:
Confidentiality; Data Protection Act; Equal Opportunities; Health & Safety.
3.
To
inform senior colleagues of any factors affecting service delivery at the time
that an issue is highlighted and take any necessary action as a result.
4.
To
undertake any other duties, role and responsibilities commensurate with the
nature and grading of the post or as reasonably requested.
COMMUNICATIONS
& RELATIONSHIPS
To ensure agreed lines of communication and
reporting are implemented within the team to support all employees
understanding LCD business plans, objectives, priorities and changes.
To promote effective cross-functional working and
that the operational team supports the achievement of objectives, standards and
protocols of other LCD areas.
To attend internal and external meetings
representing LCD and 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 and
vision.
To ensure the management and
monitoring of the highest standards or safety and quality in the delivery of
healthcare and related services, and manage risk within Local Care Direct.
FINANCIAL
RESOURCES
To ensure financial policies and
procedures are maintained and the budget is adhered to and that best value for
money is achieved.
CONFIDENTIALITY
To operate and ensure the team
operates within information governance protocols and that business
confidentiality is maintained at all times.
TRAINING
To complete the defined company
induction programme and core training for this role and mandatory refresher
training thereafter and ensure that accurate records of training are
maintained.
INFECTION
PREVENTION AND CONTROL
Healthcare workers have a duty
of care to patients and are expected to comply fully with the companies
Infection Prevention and Control (IP&C) policies and attend/complete
IP&C training, for personal and patient safety and for prevention of healthcare-associated
infection (HCAI). Knowledge, skills and behaviour in the workplace should
reflect this.
SAFEGUARDING
Individuals have a duty of care
to children and vulnerable adults that they come into contact with whilst at
work to safeguard and promote their welfare and to work to prevent, recognise,
respond, appropriately refer and record potential neglect or abuse, adhering to
the companys Safeguarding Children and Safeguarding Vulnerable Adults
policies and procedures.
MANAGING
SELF
Ensure that
relevant professional practice is evidence based and current.
Ensure that continual
professional development is maintained and facilitates the ability to provide
care to a high standard in a way that is both safe and cost effective.
Ensure that mandatory training
is up to date and 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 and
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.
