Dispatch Controller

7 months ago

Northampton, United Kingdom DHU Healthcare Full time

**Role**:Dispatch Controller**

**Location: Northampton General Hospital, Cliftonville**

**Salary: £12.24 per hour**

**Hours: 15 hours per week**

**Shift times: 08:00am - 13:00pm, 13:00pm - 18:00pm, 18:00pm - 23:00pm, 23:00pm - 08:00am**

**Enhancements / Benefits**:
You will attract an additional 30% when working Monday to Friday evenings and 45% working weekends.

Generous annual leave entitlement & NHS Pension - we also honour NHS continuous service - bring your entitlement with you

DHU Healthcare is a ‘not-for-profit’ community interest company providing a diverse range of services to the NHS frontline, including urgent and emergency care, primary care, out of hours services and NHS111. We care for patients across the West and East Midlands - a population totalling around 14 million. As a socially conscious organisation, we provide compassionate, high-quality care to our patients and offer a supportive work environment to our 2,500 DHU employees. If you would like to find out more about us, you can visit our website at Our profile : DHU Healthcare

**Main duties of the job**

To manage the effective distribution of all calls to available clinical resource across Northamptonshire contract to ensure optimum results against Quality Requirement standards. Continuously monitor all call activity and work closely with the Duty Manager and on call Manager to urgently resolve problems. To respond to calls using NHS Pathways as required.

**We are always**:
Compassionate - we show kindness, consideration and understanding in everything we do - and demonstrate our caring nature to our patient, people and communities

Accomplished - we are available day and night - a response, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual

Respectful - we recognise the value that individual and team difference bring - welcoming views, listening, being honest, and learning from others’ experiences

Encouraging - we believe everyone matters, so we inspire confidence in other - promoting ‘speaking up’, fostering career-long learning and development, and supporting improvement ideas

**Job description**

**Job responsibilities**
- Maintain awareness of the location of all supporting non-clinical and clinical staff at all bases at all times and highlight any shortfall or problems to the Duty Manager.
- Track location of drivers/ GP’s on home visits and ensures call allocation of calls and is efficiently managed to provide seamless patient care and avoid breaches of procedure.
- Dispatch calls within 2 minutes of receipt ensuring effective and efficient use of all available resources.
- Continuously monitor service levels and re-dispatching ensuring that internal processes and procedures are strictly adhered to.
- Monitor and prioritise urgent call backs ensuring immediate management of call amalgamation.
- Ensure effective and efficient handover to change of shifts takes place and urgent, important and other relevant information is available to ensure continuity of patient care on shift reports.
- Full duties outlined on the job description attached, or available on request._

**In return, we can offer**:
Joining DHU means you will receive some great benefits. This will include access to the NHS pension scheme alongside a generous annual leave allowance that grows with your length of service or recognises your existing NHS commitment. We provide an incremental sick pay scheme and family friendly policies like maternity and paternity pay that match the NHS offer, alongside working enhancements including an additional 30 - 45% of annual salary for unsociable hours benefit (earning potential will vary on shift days / times). We will also support your health and wellbeing - with complementary Westfield Health Insurance membership which covers basic costs like your dental care, glasses, physiotherapy, chiropody and many more.

At DHU Healthcare, we are committed to fostering an environment where Equity, Diversity, Inclusion, and a strong sense of Belonging are not only celebrated but actively promoted. We believe that every individual, regardless of their background, deserves the right to access quality healthcare services and to be treated with respect and dignity. Our commitment to Equity, Diversity, Inclusion, and Belonging is at the heart of everything we do, from patient care to our organisational culture

**Person Specification**

**Essential Qualifications**
- To GCSE Level
- Good standard of English

**Essential Experience**
- Call handling and dispatching in an OOH primary care environment.
- Demonstrates a good understanding of operations in Out of Hours Primary Care of the Health Sector
- Familiar with clinical/ Customer Management systems and navigates confidently

At DHU Healthcare, we are committed to fostering an environment where Equity, Diversity, Inclusion, and a strong sense of Belonging are not only celebrated but actively promoted. We believe tha

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