Lap Administrator

Returning any inappropriate referrals back to the sender for further information. Utilising triage protocols to direct calls to other services as required (internal and external). To have an understanding of local adult health and social care services to direct calls supporting a no wrong door approach with the ability to signpost to the relevant service. Ensuring a minimum standard of information is recorded for all referrals and messages to the service.

This may include contacting the referrer or patient if the call is not taken directly by the call handler. Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way. Support Triage Nurses with information gathering, returning calls and scheduling visits as required. To sensitively handle personal imagery/digital photography.

Support Triage Nurse diaries including outcoming interventions on Clinical Systems. Participate in audits (data collection) as requested. To participate in team meetings and huddles, taking minutes and completing actions as appropriate. Completing off duty, populating Healthroster and supporting with annual leave planning alongside Triage Nurse/Operational Manager.

To promote the use of digital platforms to aid self-management and prevention in relation to patients health and well-being. To work in collaboration with the PALS service to capture service user feedback using this to drive service improvements. Communication and relationships The post holder will communicate daily with members of the LAP team and community nursing teams, including out of hours nursing. To communicate frequently with other adult service providers as needed; this will include talking to GPs; hospital medical staff; nursing and therapy staff to gather information required to support the patient or to escalate to the triage nurse.

The post holder will need to communicate effectively with patients using voice or video calls for the duration of each shift. This will involve using empathy; persuasion and de-escalation skills when contacting patients or carers who may be calling with urgent health needs. The post holder will be exposed to highly sensitive information and will be expected to follow MPFT information governance policies at all times, particularly in relation to confidentiality and data security. Decisions and judgements The post holder will be expected to follow LAP team protocols and will be supervised either face to face or remotely.

Will be expected to demonstrate compassion and empathy when answering phone calls from patients or family members where callers may be distressed or emotional. They will be expected to recognise when and how to gain support with distressing calls, from their immediate supervisor. There is a need for frequent concentration when coordinating information from multiple sources and prioritising competing demands. Expectation to identify, and share, opportunities for service developments or quality improvements related to the LAP team.