Associate Mental Health Call Advisor

3 weeks ago


Maidstone, United Kingdom NELFT North East London Foundation Trust Full time

Triage all calls coming through to the Hub. These calls can be from all London boroughs If patient has a physical health need that takes precedent over MH need then seek and document advice on whether to transfer back to NHS111 or, 999. Signposting callers to other Trust services where appropriate referring patients and carers to appropriate downstream MH and support services Seek advice and support with regard to escalating concerns about an individual user: - Seek and document advice from senior MHP in order to continue the call Be clear at which point to hand-off the call to a B6 MHP in order continue the call based on details already gathered To ensure that all callers are welcomed in a courteous manner To ensure that all telephone enquiries to teams are handled politely and sympathetically, ensuring that all onward referrals are completed in a timely and accurate manner which may often involve dealing with difficult and distressed patients on the phone Complete PDS Spine match Search for existing patient record if known Completing the online survey form for each call. maintain the call log system, summarising the content and outcome of the call Liaise with other mental health staff, for example, the call Care Coordinator.



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