NHS 111 Deputy Operational Shift Lead - Ashgate

Job description

Job responsibilities

Purpose of the Role

To demonstrate competence in call taking from the front end of call to completion and provide leadership in the NHS 111 call centres to all call, taking staff taking responsibility at site under the direction of the NHS 111 Operational Shift Lead/NHS111 Team Manager. To help and support colleagues, as necessary, with patient contacts, call taking and other areas of roles which may impact on patient experiences.

Key Success Measures

Caring & Compassion - We will actively listen to understand and empathise with others, with a desire support both patients and colleagues.

Always Professional - We will be accountable for consistently delivering high quality healthcare for our patients

Respect & Dignity - We will actively listen to each other and our patients to answer their concerns or questions. We will maintain and respect patients dignity and must ensure it is never compromised.

Everyone Matters - We will actively encourage feedback from both patients and colleagues to continually improve our service, ensure everyone has an opportunity to have their voice heard, and everyone has an opportunity to further develop their skills and competencies.

Key Areas of Responsibility & Accountability

Receive telephone calls from patients or healthcare professionals, undertake an assessment of the presenting concerns, and complete the call as appropriate using NHS Pathways or other clinical decision support system.

Maintain accurate and immediate records of every enquiry, including assessment and any advice to callers

Manage all calls in a controlled and professional manner treating patients with empathy, respect and consideration.

Support the achievement of quality standards and performance levels relevant to the service.

Ensure that DHU policies and procedures are followed.

Keep abreast of changes in services provided by the Call Centre.

Identify potential opportunities and make recommendations for service improvement as necessary.

Supporting the Operations Help Desk

Advising other advisors via the non-clinical advice line of next steps to take to ensure safe patient care

Resending ITK messages

Pass backs

Addressing incorrect Directory of Services referrals

Managing third party provider appointment cancellations

Completing number checks

Support the management of complaints and compliments arising whilst on shift.

Support colleagues with safeguarding referrals and any other call taking processes

Undertake appropriate health advisor duties as may be required for patient or operational safety within the policies of the Company

Any other duties appropriate to the role

Undertake appropriate personal and professional development to meet the requirements of the NHS Career Framework.

Work within and promote the DHU vision and values

Seek feedback on own performance from line mangers

Keep up to date with all changes to DHU 111 services

Participate in the provision of coaching, mentorship, training, supervision and the continuing development of call taking staff

Offer appropriate advice on practices, delivery and service development within the parameters of own role

Participate in ongoing individual personal development within the organisation ensuring maintenance and review of own personal development plan.

Mentor and role model the development of excellence health advisor practice

Adhere to all DHU procedures, protocols and other relevant memoranda as appropriate

Attend training and meetings as and when required to do so by senior management

Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the Freedom of Information Act, Information Governance and the Data Protection Act.

Communicate outstanding issues to peers, NHS 111 Operational Shift Leads, NHS111 Team Managers, or the Service Delivery Managers before going off duty. In relation to serious issues, these must be reported to a member of the NHS 111 Senior Management Team, NHS 111 Managing Director, or in their absence, the director on call.

Notify the appropriate senior manager immediately of any circumstances which may affect the provision of a high quality service.

Maintain and ensure maintenance of a tidy work environment at all times

Organise and prioritise effectively your own work schedule to ensure operational excellence with minimum supervision

The post holder is required to take responsible care for the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work. The post holder is also required to co-operate with DHU to ensure that statutory and departmental safety regulations are adhered to.

DHU is an equal opportunities employer and you will be expected to comply with all relevant policies and procedures in this area together with all other policies and procedures as initiated by DHU.

DHU is a non-smoking organisation and you are therefore required not to smoke on or in any of the estate where DHUs business is carried out

Staff within DHU 111 (EAST MIDLANDS) CIC and DHU Health Care and related organisations

Staff in primary and secondary care services

Staff within local authority Social Services

Related services within the health economy

Person Specification

Qualifications

Essential

• Expert user of NHS Pathways and Adastra host system
• Accredited NHS Pathways coach (minimum of 6 months experience required)

Experience

Essential

• Previous experience of working within a healthcare environment providing telephone triage/assessment
• Previous experience (or an interest in) operational service delivery
• Previous experience (or an interest in) supporting, developing and motivating others to deliver high quality calls and patient care
• Able to assertively and professionally manage challenge
• IT experience (e.g. Word/Excel and other packages) as well as email systems and other electronic media
• Experience of communication with a variety of people

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

DHU Healthcare

Address

Ashgate Medical Practice

Ashgate Road

Chesterfield

Derbyshire

S40 4AA

Employer's website

http://www.dhuhealthcare.com/ (Opens in a new tab)