Job summary
The Nurse Call Handlers will be responsible for the calls received as part of the public health support programme. They will be responsible for giving specialist clinical advice to patients, staff and clinical teams without direct supervision, ensuring they receive information on how they can optimize their vaccination and health decisions. This will be based upon evidence based practice in line with the legal requirements, statutory rules and Health Board policies to practice and the NMC code of conduct.
Reporting directly to the Lead Nurse, the post holder will give expert advice and support to all patients who make contact. Working with the wider multi-disciplinary team for each service the post holder will ensure patients receive safe, individualized and effective standards of advice, guidance and information. A script and frequently asked questions will be used to respond to queries whilst ensuring clinical judgement is applied to individual situations when necessary.
Escalation of concerns will be essential when necessary and feedback from patients will be used to shape the future of the programme.
The successful post holder will have experience of working autonomously and within a team. The ability to adapt and take a dynamic approach is essential for this role.
Main duties of the job
You will be expected to: -
Answer all telephone calls within the response target times and in accordance to procedure, courteously greeting the caller in both English and Welsh.
To ensure all calls are dealt with promptly and in a proficient and professional manner, in accordance with agreed operational policies and procedures associated with the Public health support programme.
Answer telephone calls from people in relation to their queries. Logging those on the SharePoint system that require specialist advice if unable to deal with at the time.
Use the most up to date script, evidence base and guidance to ensure consistency of communication. Using clinical judgement when necessary.
Provide clinical advice based on the concern or query raised by the calls.
Maintain accurate patient information and ensure that confidentiality is observed.
Ensure patient information is kept up to date and accurate, undertaking any alterations immediately after notification.
Maintain and submit a professional development portfolio.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Interviews will be held on 20/07/2023
About us
Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire and its bordering counties. Our 11,000 members of staff provide primary, community, in-hospital, mental health and learning disabilities services for around 384,000 people across a quarter of the landmass of Wales. We do this in partnership with our three local authorities and public, private and third sector colleagues, including our volunteers, through:
- Four main hospitals: Bronglais General in Aberystwyth, Glangwili General in Carmarthen, Prince Philip in Llanelli and Withybush General in Haverfordwest;
- Seven community hospitals: Amman Valley and Llandovery in Carmarthenshire; Tregaron, Aberaeron and Cardigan in Ceredigion; and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire;
- 48 general practices (four of which are managed practices), 47 dental practices (including three orthodontic), 99 community pharmacies, 44 general ophthalmic practices (43 providing Eye Health Examination Wales and 34 low vision services) and 17 domiciliary only providers and 11 health centres;
- Numerous locations providing mental health and learning disabilities services;
- Highly specialised and tertiary services commissioned by the Welsh Health Specialised Services Committee, a joint committee representing seven health boards across Wales.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
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https://fb.watch/hzQjE8HzTN/
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Get instant access to our financial wellbeing benefit Wagestream. Wagestream is a tool for everyday life that lets you get paid your way by letting you track your wages in real-time, stream up to 50% of the money youve already earned, learn easy tips to manage your money better and save your wages straight from your salary.
https://fb.watch/hzQjE8HzTN/
Person Specification
Qualifications and Knowledge
Essential
- Level 1 registered nurse
- Current NMC registration
- Mentorship qualification or equivalent
- Knowledge of current Immunisation and public health policies and guidance
- Evidence of continuing professional development, statutory and mandatory training
- Understanding of clinical governance
- Understanding of Quality Improvement
Desirable
- Degree in Nursing
- Public health/Immunisation Course
- Leadership qualification or willing to work towards
- Knowledge/experience of computer systems
- Knowledge of PAS/Myrddin/WIS systems
- Knowledge of sharepoint systems
Experience
Essential
- Substantial post registration experience
- Proficient clinician
- Well-developed clinical skills
- Previous evidence of audit and research
Desirable
- Previously worked within acute setting
- Contact centre or Call handling experience
- Teaching/facilitation experience
Language Skills
Desirable
Person Specification
Qualifications and Knowledge
Essential
- Level 1 registered nurse
- Current NMC registration
- Mentorship qualification or equivalent
- Knowledge of current Immunisation and public health policies and guidance
- Evidence of continuing professional development, statutory and mandatory training
- Understanding of clinical governance
- Understanding of Quality Improvement
Desirable
- Degree in Nursing
- Public health/Immunisation Course
- Leadership qualification or willing to work towards
- Knowledge/experience of computer systems
- Knowledge of PAS/Myrddin/WIS systems
- Knowledge of sharepoint systems
Experience
Essential
- Substantial post registration experience
- Proficient clinician
- Well-developed clinical skills
- Previous evidence of audit and research
Desirable
- Previously worked within acute setting
- Contact centre or Call handling experience
- Teaching/facilitation experience
Language Skills
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
