Lap Triage Admin

4 months ago

StokeonTrent, United Kingdom Midlands Partnership University NHS Foundation Trust Full time

JOB PURPOSE.
- The post holder will be part of the LAP call handling team, acting as the first point of contact for all messages; queries and referrals to the community nursing services in North Staffordshire.
- Responsible for providing customer service and resolution of queries and directing callers to the most appropriate service for ongoing care support and advice.
- Will be required to identify and forward urgent calls and enquiries direct to the triage nursing team if unable to be dealt with at source, requiring nursing expertise.

Main duties and responsibilities
- Provide high quality customer service as the first point of contact for telephone calls into the Community Nursing Teams and associated services in North Staffordshire.
- Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information.
- 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.
- Manage venepuncture requests ensuring that ICE forms/referrals are processed accordingly using clinical and allocation systems.
- Demonstrate activities to new starters, support induction for new staff and maintain an up to date new starter handbook.
- Work alone unsupervised and escalate appropriately.
- Participate in team meetings and huddles, taking minutes and completing actions as appropriate.
- Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements.

Midlands Partnership NHS Foundation Trust is an award winning organisation with over 9000 employees. We are one of the largest integrated Health and Social Care providers, covering services across North & South Staffordshire, Shropshire, Hampshire, Buckinghamshire, Isle of Wight and Essex.

We pride ourselves on the services provided to support with the well-being of all of our employees both physically and mentally and offer counselling support and lifestyle information. Opportunities for flexible working are also available depending on the role.

We encourage career development provided by in house training programs and coaching support.

We are embedding values based and inclusive recruitment practices to ensure that all applicants, from any backgrounds, have an equal chance of success in achieving a role with us.

KEY RESPONSIBILITIES

Main duties and responsibilities
- Provide high quality customer service as the first point of contact for telephone calls into the Community Nursing Teams and associated services in North Staffordshire.
- Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. 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).
- 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.
- Sensitively handle personal imagery/digital photography.
- Manage venepuncture requests ensuring that ICE forms/referrals are processed accordingly using clinical and allocation systems.
- Demonstrate activities to new starters, support induction for new staff and maintain an up to date new starter handbook.
- Work alone unsupervised and escalate appropriately.
- Support Triage Nurse Diaries including out-coming interventions on Clinical Systems.
- Participate in audits (data collection) as requested.
- 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.
- Promote the use of digital platforms to aid self-management and prevention in relation to patient’s health and well-being.
- Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements.

Communication and relationships
- Communicate daily with members of the LAP team and community nursing teams, including out of hours nursing.
- 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

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