Bank Switchboard Operator

2 months ago


Bury St Edmunds, United Kingdom West Suffolk NHS Foundation Trust Full time

The role within the switchboard office is varied, our priority is answering the telephone calls, in March we answered 28,413 calls and in April 25,559, the calls come into the switchboard via different lines and are answered in the following order, The Emergency Calls, The Emergency Communication Calls, The GP Calls, the External Calls, The Internal Calls and each operator has their own internal extension,

We are responsible for all the emergency calls that are made to the switchboard, these are usually via a 2222 call, these include Maternity Emergencies, Paediatric Emergencies, Cardiac Arrests, Stroke Alerts, Stroke Thrombolysis, Massive Blood Loss, Traumas and RPIs. In April we took 395 Emergency Calls and in May 401 Emergency Calls. On many occasions these emergencies calls are not straight forward and we have to use our initiative to get a good outcome.

We have built up a good working relationship with consultants and hospital management over the years especially out of hours when communication changes, out of hours requires a different approach, we are the gate keeper, when we are contacting people through the night we have to ensure each call is managed correctly/homeworking for the trust as this gives staff a good work-life balance, stability & security of working for a big organisation

The switchboard office covers 24-hour period 7 days a week

The shift patterns that someone could expect for a role in switchboard are

06.00-15.00,14.00-23.00,21.30-06.30



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