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Emergency Call Taker

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Newport, United Kingdom Isle of Wight NHS Trust Full time

We at the Isle of Wight Integrated Care Hub are seeking to recruit Health Advisors to work in our Emergency Operations Centre within our highly functioning Integrated Care Hub at St Mary’s Hospital.

Previous applicants and those unsuccessful at upcoming interviews need not apply

Please note that successful applicants will be working for the Isle of Wight NHS Trust but calls will be taken in collaboration with other local ambulance services.

Health Advisors are responsible for providing efficient management of emergency, urgent and non-urgent calls from patients and healthcare professionals. This will involve triaging patients using the National Clinical Decision Support system appropriately to direct the patient to the correct service.

This role is worked on a rotational shift basis, with a requirement for 24/7 cover, All staff will be expected to work Weekends and Bank Holidays (inc. Christmas, Easter etc). This role requires working shifts which include nights so applicants must be over 18 to apply.

The Isle of Wight NHS Trust is the only integrated acute, community, mental health and ambulance health care provider in England. We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust’s beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Job Purpose

To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.

Job Statement
- To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.
- To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.
- Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.
- Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System ( CDSS).
- Accurately record, check or amend details on the call logging computer system.
- Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services
- Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.
- Take appropriate action based on information received and disposition arrived at from CDSS
- Appropriately respond to significant changes in a patient’s condition and involve recognition and response to emergency situations
- Support the safeguarding of individuals as per local protocols and standards in ways which support rights, inclusion and wellbeing of individuals to keep themselves safe.
- Actively contribute to service improvements where appropriate
- Undertake coaching or mentoring with new healthcare advisors to support them and their use of CDSS and assisting new members of staff.