Job summary
You will be part of a team based at St Charles’ hospital and other bases as required. You will provide safe and effective health assessment, information and advice, within protocols, to the general public using the Clinical Decision Support System. You will have a required level of knowledge and skill beyond that of the traditional Health Advisor.
You will be required to follow a programme of learning and development, which will enable you to complete the required service competences, ultimately leading your ability to delivery to provide advice in domains that have previously only been within the remit of registered professionals (Clinical Advisors)
Main duties of the job
Call Handling
- Receive requests for assistance, treatment or care (GEN58) to IUC / NHS 111 call centre. The requests may be from members of the public, healthcare practitioners or other professionals.
- Interact with individuals using telecommunications (GEN21.2012). You will answer the calls in an efficient and courteous manner using organisational standards and protocols. This will involve triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
- Communicate effectively in a healthcare environment (GEN97) with colleagues as well as callers to the IUC / NHS 111 service. You will need to adjust the way you communicate to fit their knowledge and deal with callers with empathy and understanding. You will accurately record and check or amend details on the call logging computer system.
- Direct requests for assistance, care or treatment using protocols or guidelines (GEN 59) by signposting patients/ callers to the most appropriate care/service using the Directory of Services where appropriate, guided by CDSS. This includes making judgements around what may or may not be significant changes in a patient’s condition. This may involve recognition and appropriate response to emergency situations.
About us
Who are we?
LCW is a Community Interest Company (CIC) with a 28-year history of delivering high quality and patient centred services across London. LCW is one of several organisations providing NHS 111 services across England.
Job description
Job responsibilities
General Duties
- Act within the limits of your competence and authority (GEN63), i.e. work to CDSS competencies and adhere to local protocols and procedures.
- 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 and risks identified through Datix or via line manager.
- Comply with legal requirements for maintaining confidentiality (CHS169) by maintaining strict confidentiality of all issues concerned with the service. Adhere to requirements of the Data Protection Act 1984, information governance and Caldicott Principles.
- Promote the rights and diversity of individuals (SCDHSC311). This includes promoting the capacity of individuals to exercise their rights and responsibilities and promoting a culture which values and respects the diversity of all individuals. It also addresses individuals’ rights in relation to information about themselves and the need to promote confidence in individuals that their rights will be upheld in the work setting.
Managing Self
- 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.
- Monitor your own work practices (GEN23) and undertake reflective practice ensure continuous improvement and that local targets and performance indicators are met. Ensure you remain up to date with new information and system changes.
- Ensure personal fitness for work (GEN1) presenting a positive image of self and the organisation. Maintain professional conduct including appearance at all times
Developing Others
- Undertake coaching or mentoring (LSICM05) with new health advisors to support them in the IUC / NHS 111 call centre and their use of CDSS. This could include delivering CDSS training to new health advisors.
- Provide supervision to other individuals (GEN35) including peers, health advisors and service advisors to support their ongoing development.
Job description
Job responsibilities
General Duties
- Act within the limits of your competence and authority (GEN63), i.e. work to CDSS competencies and adhere to local protocols and procedures.
- 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 and risks identified through Datix or via line manager.
- Comply with legal requirements for maintaining confidentiality (CHS169) by maintaining strict confidentiality of all issues concerned with the service. Adhere to requirements of the Data Protection Act 1984, information governance and Caldicott Principles.
- Promote the rights and diversity of individuals (SCDHSC311). This includes promoting the capacity of individuals to exercise their rights and responsibilities and promoting a culture which values and respects the diversity of all individuals. It also addresses individuals’ rights in relation to information about themselves and the need to promote confidence in individuals that their rights will be upheld in the work setting.
Managing Self
- 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.
- Monitor your own work practices (GEN23) and undertake reflective practice ensure continuous improvement and that local targets and performance indicators are met. Ensure you remain up to date with new information and system changes.
- Ensure personal fitness for work (GEN1) presenting a positive image of self and the organisation. Maintain professional conduct including appearance at all times
Developing Others
- Undertake coaching or mentoring (LSICM05) with new health advisors to support them in the IUC / NHS 111 call centre and their use of CDSS. This could include delivering CDSS training to new health advisors.
- Provide supervision to other individuals (GEN35) including peers, health advisors and service advisors to support their ongoing development.
Person Specification
Qualifications
Essential
- Trained in the relevant clinical decision support system or relevant
- level 4/5 qualification and willing to undertake training in an
- appropriate system
- Educated to GCSE or Functional Skills level and possesses a
- fundamental level of Maths, English and ICT skills
Experience
Essential
- Previous experience working within IUC / NHS 111 call centre as a
- health advisor or other clinical experience in a healthcare setting
Practical Skills
Essential
- Ability to use own initiative as appropriate
- Ability to stay calm in the event of the unexpected and under
- pressure
- Ability to communicate with a variety of different people and build
- rapport
- Ability to follow written and verbal instructions
- Ability to switch between activities required by the service
- Ability to work to strict deadlines with accuracy
- Ability to undertake competency-based training both initially and
- as ongoing requirement for the post to meet service requirements
- Must be eligible to work in the UK
- Demonstrate ability to work in a team
- Ability to use initiative and be aware of limitations
- Ability to deal sensitively with distressing, emotional situations
- Ability to relate to others and adapt approach accordingly
Person Specification
Qualifications
Essential
- Trained in the relevant clinical decision support system or relevant
- level 4/5 qualification and willing to undertake training in an
- appropriate system
- Educated to GCSE or Functional Skills level and possesses a
- fundamental level of Maths, English and ICT skills
Experience
Essential
- Previous experience working within IUC / NHS 111 call centre as a
- health advisor or other clinical experience in a healthcare setting
Practical Skills
Essential
- Ability to use own initiative as appropriate
- Ability to stay calm in the event of the unexpected and under
- pressure
- Ability to communicate with a variety of different people and build
- rapport
- Ability to follow written and verbal instructions
- Ability to switch between activities required by the service
- Ability to work to strict deadlines with accuracy
- Ability to undertake competency-based training both initially and
- as ongoing requirement for the post to meet service requirements
- Must be eligible to work in the UK
- Demonstrate ability to work in a team
- Ability to use initiative and be aware of limitations
- Ability to deal sensitively with distressing, emotional situations
- Ability to relate to others and adapt approach accordingly
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.
