Telephone Triage Nurse - Clinical Hub

Job responsibilities

JOB SUMMARY

Job Responsibilities:

To provide a comprehensive telephone triage service, for patients providing appropriate information, advice or referrals, as per the agreed protocols.

Assess patient needs, prioritising calls where needed, providing advice or referring to a Clinician where appropriate.

Ensure contemporaneous record keeping,

To communicate effectively and skilfully with the use of observational and active listening skills and dialogue to ensure that comprehensive patient histories are recorded.

To be accountable for autonomous clinical decision making whilst managing unpredictable workload.

To provide evidence based healthcare advice, maximising opportunities for health education/health promotion.

To organise the prioritisation and flow of patients.

Highlighting and recording significant events, where needed.

Responsible for highlighting safeguarding risks, identified in the triage process and initiating adult and child protection policies in line with practice policy.

To provide clinical navigation, and advice to appropriate clinicians

To reassure the rapid and effective transmission of patient data between all relevant parties

To deal effectively with safeguarding issues if they arise in line with policy.

Promote evidence-based practice

Establish and maintain strong collaborative arrangements with other health care professionals

Participate in admission avoidance activities

CORE DUTIES & RESPONSIBILITIES

This list of duties and responsibilities, which follows, represents the broad range of tasks, which may be required to be undertaken either routinely or periodically, with consultation and agreement by the postholder.

Evaluate and prioritise patient symptoms and provide general advice and reassurance in line with the Government Standards for Better Health and up to date clinical research guidelines.

To ensure that triage is a continuous process and all categories checked on a regular basis, to ensure that the priority remains correct.

To refer to professional texts and training references on line and through the ADASTRA system, when implementing triage.To maintain clear, concise and accurate documentation within the systems provided.

To ensure that any necessary arrangements for follow up care of the patient are completed prior to the end of the shift.To maintain effective communication/referral links with multidisciplinary teams to the benefit of the service users.

To promote high standards of patient care by the application of a systematic triage approach and undertake comprehensive holistic assessments of person centred care needs.

To maintain the confidentiality of matters relating to patients and patient care in accordance with the NMC guidelines.

To communicate complex and sensitive information concerning the patients medical condition effectively with patients/carers, recognising that sometimes there are barriers to understanding.

To foster good public relations by ensuring courtesy and discretion when dealing with patients and their relatives and other professionals.

To support and advise patients on the promotion of health, prevention of ill-health and the self management of their health within their limitations.

To recognise situations that may be detrimental to health and well-being of the individual and act on the findings.

To ensure that care given is supported by best available evidence and local policies and procedures.

To uphold the confidentiality of all records/information held by ELMS. This duty lasts indefinitely and will continue after you leave ELMS employment. All information which identifies individuals in whatever form (paper/pictures, electronic data/images or voice) is covered by the 1998 Data Protection Act and should be managed in accordance with this legislation.

Developmental Tasks

To liaise with and learn from the different professional groups and agencies within the primary care setting.

To assist in the development and induction of new staff.

To attend any required mandatory training.

To participate in annual appraisal and personal development planning.

To participate in clinical supervision in line with ELMS policy.

To take every available opportunity to secure professional self development which will benefit patient care, the CCG and nursing services as a whole.

To keep up to date with professional issues and current research by reading relevant literature, attending study days, workshops, and accredited courses and taking responsibility for professional self development.

Qualifications

Essential

• RGN
• Current First Level registration RegisteredNurse Adult
• Evidence of continuing professional development (CPD)

Desirable

• Telephone Triage qualification

Personal Attributes

Essential

• Professional, compassionate, and patient focused
• Motivated and proactive in developing self and others
• Adaptable and able to work under pressure
• Determination and enthusiasm
• Good organizational skills
• Good 'people' skills and an outgoing, friendly personality
• Patience and the ability to motivate and inspire people
• Tact and discretion

Knowledge and skills

Essential

• Awareness of Equality & Valuing Diversity Principles
• Understanding of Confidentiality & Data Protection Act
• Use of Adastra, Pathways, Odyssey or similar systems

Experience

Essential

• Minimum 3 years post registration
• Evidence of working independently
• Clinical experience in telephone or virtual triage, demonstrating confident autonomous decision making
• Excellent interpersonal and communication skills.
• Demonstrates ability to engage patients and the public in the development of the service
• Demonstrates ability to work as part of a team
• Has a working knowledge of adult and children safeguarding
• Experience of working in Primary care

Desirable

• Experience of remote Triage working.

Personal Attributes

Essential

• Strong commitment to excellent service provision
• Positive attitude to change
• Good communication and interpersonal skills
• Good team worker
• Enthusiasm and self motivation
• Flexible approach to working hours
• Smart, tidy appearance
• Honesty and integrity
• Commitment to the principals of equality and diversity
• Showing respect and consideration for the skills of others

Skills

Essential

• Maintenance of appropriate skill base
• Clinical decision making skills
• Prioritisation skills
• Ability to adapt to change within the working situation
• IM & T literate
• Ability to use own initiative
• Ability to work under pressure / cope with stress
• Participation in mandatory training and updates

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).