111 Clinician

Job Purpose The post holder will be required to have 2yrs minimum acute or primary care experience and be responsible for the assessment of health and clinical needs, utilising professional clinical judgement, supported by decision support software. This requires generalist and specialist skills to assess and deliver care to patients across all age groups in a call centre environment. The post holder will provide assessments, medication advice, and health information furthermore supporting individuals to access the most appropriate level of care at the right time with the right service, some of which may include advice to manage their symptoms at home. Key Duties and Responsibilities To always use your professional judgement, and with the support of clinical assessment software, provide skilled and effective assessment of patients presenting clinical need, through telephone consultation.
To bring together, analyze and critically evaluate a range of information during the care process to provide accurate advice and health information that empowers and enable the patient to act upon advice given. To maintain an up to date awareness of current policies and utilize acquired skills in mental health, child protection, medication enquiries and all other aspects of general healthcare. To liaise effectively between caller and third party in critical situations/areas of concern e.g. child abuse, where information is not consistent or may be disputed.
To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse, and challenging workload. To adhere to and implement national and local policies and procedures and work within the NMC Code of Professional Conduct and the Health and Care Professions Council (HCPC) To act independently within the constraints of professional and organisational policies and structures To work independently, taking responsibility and accountability for managing own workload, risk assessment and risk management To actively participate in clinical supervision to facilitate personal and professional development. To share and utilise areas of practice with peers and non clinical colleagues to inform and enhance patient care. To maintain a healthy and safe work environment for self and colleagues To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary.
To inform senior colleagues of any factors affecting delivery of the service as soon as they arise To participate in the continuous quality improvement audit process to develop individual performance and achieve against set delivery targets. To participate in internal audits and support quality improvements to inform practice and improve service delivery. Communication To actively communicate with other staff to assist service delivery. To actively communicate with other service providers about patient care programs or plans Reflect the diversity of needs in the local healthcare community by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding.
To use advanced listening, probing and facilitative skills across a diverse range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression and to use complex communication skills to negotiate (utilising language support services as necessary), and provide support to callers who may be non compliant with recommended outcomes, emotive, hostile and or antagonistic. To be confident in assessing, signposting and advising the patient over the telephone in a non face to face capacity Education, Training & Development To take responsibility and plan for own personal development requirements to meet individual education and developmental needs in line with service requirements. To keep Mandatory training up to date To support a learning environment in which quality, performance and development can flourish and to contribute on nursing development issues. To participate in an annual development review (PDP) and with the line manager, identify areas of need for professional development to meet service and personal objectives.
General duties and Responsibilities Enhance own performance through continuously developing own knowledge, skills, and behaviours to meet the current and future requirements of the job. Act within acceptable parameters as an employee, having regard to the applicable Code of Conduct for your role and ensuring own practice is in accordance with company policies. Maintain own CPD and contribute to own personal development by participating in annual appraisal with line manager, developing a PDP, and actively participating in agreed learning activities and evaluating effectiveness of learning in relation to role. Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other acti