111 Clinical Advisor (Tier 1)

Job description

Job responsibilities

Job Summary

To ensure the 111 service is delivered safely, consistently and to an appropriate standard.

All LCWs IUC/NHS 111 clinical team members are required to work as part of a multidisciplinary team within the service providing high-quality, evidence-based healthcare appropriate to the immediate needs of the patient.

The role of the Clinical Advisor is to act as a qualified clinical resource to be supporting our Health Advisors in our Call Centre, providing key clinical support for them as they help callers and providing telephone clinical triage to patients using the NHS Pathways Clinical Decision Support Software (CDSS). The post holder, once accredited on NHS Pathways and with suitable experience can provide floorwalking clinical support to the Call Centre and, with appropriate qualification, can offer coaching and support to clinicians in training.

You will demonstrate a commitment to a high-quality service, excellence in clinical practice and continuous professional development, which are all integral to the role and the development of the service.

Main Duties & Responsibilities

Clinical

After Pathways accreditation, you will be expected:

To support the delivery of a clinically effective service by the provision of clinical expertise in the operation of the NHS Pathways content to service users, their representatives and call handling staff

To respond to and assist health advisors and trainee clinicians in the management of critical situations where normal contingencies have failed

To provide patient contact that is conducted appropriately with an emphasis on the provision of clear, evidence-based advice and signposting to an appropriate service

To actively promote and contribute to a performance culture in relation to the 111 service and all other clinical services provided by the organisation.

To become familiar with and deliver the role of the clinical floorwalker in the Call Centre.

Quality Assurance and Safety

To understand, adhere to and promote the principles of information governance in relation to access to clinical records, the handling and access to and communication of patient identifiable information (PII).

To understand, adhere to and promote the principles of risk management in relation to patient and staff wellbeing, the physical environment, and the systems in use and to follow local guidance for action and reporting upon identification of a risk.

To promote local best practice in relation to clinical assessment and provision of advice to service users and their representatives.

To participate in the processes of investigation and review of clinical incidents and complaints in line with LCW policy and to collaborate with the wider team in the production of associated risk assessments and reports.

Professional Duties

Act within the limits of your competence and authority (GEN 63), i.e. work within the parameters of your own skills and knowledge, maintaining an awareness of service and practice developments. Adhere to all organisational procedures, protocols and other relevant memoranda as appropriate.

Make sure your actions reduce risks to health and safety (PROHSS1) by maintaining a tidy office/call centre at all times, cleaning equipment before use and supporting the maintenance of equipment by reporting any faults as per local procedures. Adhere to health and safety policies and report incidents, risks, complaints and compliments identified through Datix or via line manager.

Comply with legal requirements for maintaining confidentiality (CHS169) by maintaining strict confidentiality to all issues concerned with the service and adhere to requirements of the Data Protection Act 1984, Freedom of Information Act, Information Governance and Caldicott Principles.

Promote the rights and diversity of individuals (SCDHSC3111) including promoting culture which values and respects the diversity of all individuals and their capacity to exercise their rights in the work setting.

Professional Competence / Credibility

Maintain continuous professional registration with the Nursing & Midwifery Council (NMC).

Comply, at all times, with the NMC Code of professional conduct.

Maintain call taking competence by completing 40% of time on line per calendar month.

Understand and participate in the review and updating of all organisational policies, procedures, and guidelines.

Support change within the organisation including sharing and promoting best practice in relation to professional practice and safe and effective patient care.

Promote and maintain a healthy and safe working environment for all staff in line with organisational policies and procedures.

People & Personal Development

Make use of supervision (GEN36), i.e. participate in regular supervision in line with local guidelines in order to continually improve your performance and gain support following difficult calls.

Develop your own knowledge and practice (SCDHSC0023) - this includes reflecting on your practice, and taking opportunities to improve your practice and apply learning in the workplace. You will maintain professional and clinical competence through mechanisms of continuing professional development.

Monitor your own work practices (GEN23). You will ensure you remain up to date with new information and system changes. You will attend meetings, mandatory training and system updates as requested by managers. You will participate in regular performance reviews with managers as appropriate to individual scope of practice.

Undertake coaching or mentoring (LSICM05) and behave as a role model as appropriate in the development of health advisor and clinical triage consultation.

Provide supervision to other individuals (GEN35) including peers, health advisors and service advisors to support their ongoing development.

You may be required to undertake any other duties that are not listed within this job description but are deemed appropriate with your role and skill set.

Person Specification

Qualifications

Essential

• 1st level registered nurse with post registration experience/ registered paramedic
• Evidence of on-going professional and personal development

Desirable

• Pathways accreditation as clinician

General

Essential

• Must be eligible to work in the UK Demonstrate ability to work in a team
• Ability to deal sensitively with distressing, emotional situations
• Commitment to role
• Able to work unsocial hours, including 24/7 shift work and Bank Holidays

Experience

Essential

• Minimum of 2 years experience post registration
• Competency in clinical floor walking in 111 call centres
• Experience of coaching others evidenced with clinical coaching accreditation
• Experience of supporting HR policies and procedures for clinicians within a call centre

Desirable

• Minimum of 1 years experience as a fully accredited Pathways clinician
• Pathways training accreditation
• Experience as a clinical floorwalker in a Call Centre
• Experience of supporting safeguarding in the call centre

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).

Employer details

Employer name

LCW UCC

Address

Exmoor Street

London

W10 6DZ

Employer's website

https://www.lcwucc.com/ (Opens in a new tab)