Out-of-hours Clinical Systems Dispatcher

Salary: £23,339.80 - £26,522.50 per annum pro rata(£11.94 - £13.56 per hour).

Note: work between 10pm - 8am every day is paid at + 35% enhancement.

Part-time and full-time hours available.

The Out of Hours Service ensures that urgent care is available evenings, overnight and bank holidays, during both the week and weekends.
- 18:30pm - 08:00am Monday - Friday
- 24 hours Weekend and bank holidays

The Clinical Systems Dispatcher is responsible for ensuring effective dispatching within medical records and co-ordinating patient flow for face to face appointments and home visits within set timelines.

The Clinical Systems Dispatcher acts as the operational point of contact when the Operational Shift Manager is not on duty (overnight) for all aspects of the Out of Hours clinical service. To act as an operational liaison point for other Taurus service to support transfer of patient care and to escalate concerns or problems that arise on shift when the Operational Shift Manager is not working to the Director on Call when required.

**Main Duties**
- To operationally support patients to move smoothly across Taurus and local services by facilitating appointments and appropriate access to clinical care.
- To co-ordinate and supervise the drivers and overnight nurses in the absence of the Operational Shift Manager, ensuring they carry out their role effectively, answering any queries they may have and giving appropriate support.
- To provide job role training and support to Drivers and Receptionists as and when required on shift.
- To ensure the patient has been allocated and aligned to the most appropriate clinician on shift and co-ordinate face to face appointments, triage, and home visits within the appointment/booking system.
- Coordinate face to face appointments, triage, and home visits within the appointment / booking system.
- Escalate allocation and coordination issues rising from clinicians to Operational Shift Manager when on duty. If urgent and overnight in OOH to Director on Call and non-urgent through routine shift reporting.
- To manage patients within the ADASTRA and EMIS medical system and effectively dispatch and coordinate appointments according to pre-determined priorities from 111 and Mallings Healthcare.
- Ensure all cases achieve a timely response, meeting our Key Performance Indicators (KPIs) from an operational perspective.
- When there is a ‘medic-vehicle tracking system’ available, to ensure the most appropriate resource is tasked to the next home-visit.
- When timed delays occur, undertake comfort-calls with home-visit patients to make sure they are aware of the delay and expected arrival time. To check if the circumstances of the patient have changed/worsened and to escalate, as required.
- To provide a shift handover that includes any breaches of KPIs and any issues that have arisen.
- To accurately report shift activity indicating key issues and priority actions.
- To report incidents on DATIX.
- To be responsible for ensuring patients in the waiting area are observed. If timed delays are incurred to communicate the delay to patients. To identify any deterioration in the patient’s health for escalation to a clinician.
- To work alongside and in the absence of the Operational Shift Manager to help oversee the medicine bags process supporting drivers with safe handover to clinicians.
- To liaise with NHS111 and Mallings Healthcare any operational queries e.g. out of area patient. Note: The Clinical Systems Dispatcher on behalf of a clinician, may escalate inappropriate referrals.
- To ensure that patient surveys and questionnaires (electronic and/or paper) are carried out at the service delivery sites when required.
- To use a variety of IT tools/software effectively to support operational working.
- To Support notification/post event messaging process to GP practices.
- To be able to use clinical systems and software, listed below:

- To act as a chaperone if required
- To ensure referrals from clinicians are dealt with according to process.

**ADASTRA tasks**
- Monitor incoming cases from 111 and Malling services
- Transfer cases from the ADASTRA system to the EMIS system, including patient details and consultation information
- Undertake ‘patient searches’ in ADASTRA in the event of missing or incomplete case information
- Close cases in ADSATRA once clinicians confirm they are complete

**EMIS tasks**
- Register new patients onto the EMIS system
- Update patients’ personal details onto the EMIS database when required
- Book patient appointments onto the EMIS appointment book in a timely manner
- Actively monitor clinicians’ appointment diaries for potential KPI breaches

**NHS Portal**
- The NHS portal inbox receives palliative care notifications and patient appointments that are blocked from the normal pathway
- Palliative care cases are to be transferred across to the ADASTRA system
- Patient appointments via the portal are checked and verified against the EMIS s