Out-of-hours Clinical Systems Dispatcher

**Main Responsibilities**: 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 the role effectively, answering any queries they may have and giving appropriate support. To provide job role training and support to drivers and receptionists as required on shift. To ensure patients have 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.

Escalate allocation and co-ordination issues rising from clinicians to Operational Shift Manager when on duty. If urgent and overnight in Out-of-Hours to Director on Call and non-urgent through routine shift reporting. To manage patients within ADASTRA and EMIS medical system and effectively dispatch and co-ordinate appointments according to pre-determined priorities from 111 and Mallings. 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 appropriate. 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 NHS 111 and Mallings Healthcare any operational queries e.g., out-of-area patients. 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 services 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 ADASTRA 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. Active 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 system. This list is not exhaustive and roles and responsibilities may be reviewed and extended in line with changing requirements of Taurus and the wider healthcare environment. COMMUNICATIONS AND WORKING RELATIONSHIPS Mallings Healthcare NHS111 Operational Shift Manager Operational Manager Drivers GPs Advanced Clinical Practitioners Advanced Nurse Practitioners Receptionists Responsible Person Deputy Responsible Person Overnight Nurses and other District Nurses Patient/ Patient relatives and carers Ambulance service / paramedics Other healthcare professionals PERSONAL DEVELOPMENT To attend mandatory training and fire lectures regularly and assist with fire policy/evacuation procedure when necessary. To keep up to date with and attend training on revisions to information systems or changes in protocols for the inputting of data in the light of Local and national initiatives.

To adhere to agreed protocols at all times. To participate in Individual Performance Review and Personal Development plans on an annual basis and to undertake training and development as identified within these discussions and as indicated by the requirements of the post. CLINICAL GOVERNANCE AND QUALITY ASSURANCE To realise the impo