Calleeast Advisor

To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel.Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.To provide the caller with pre-arrival instructions, utilising and complying with, clinical triage protocols.Dealing with distressed patients and relatives, including traumatic situations such as death.