Out-of-Hours Clinical Systems Dispatcher

Taurus Healthcare Limited

Information:

This job is now closed

Job summary

The Out-of-Hours Service ensures that urgent care is available evenings, overnight and bank holidays during both the week and weekends.

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

Part time (every other weekend days available) and 0 hours available.

*Updated hourly rate - £12.53 to £14.25 per hour*

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Main duties of the job

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 services 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.

About us

Taurus Healthcare was established in 2012, as the provider arm of the GP Federation serving 190,000 patients in Herefordshire. Founded and owned by the partners of the entire Herefordshire Primary Care community, Taurus is focused on providing excellent out of hospital services for patients. Our ethos is to provide high quality and cost-effective health outcomes that are delivered as close as possible to the patients home, whilst ensuring that patients who do require in hospital services are seen as quickly and effectively as possible.

At Taurus Healthcare we strive to create a diverse, inclusive workplace, and welcome applications from candidates from all backgrounds including those from Military Veterans and family members of serving personnel.

Taurus Healthcare offer many employee benefits, such as:

  • Access to a generous NHS pension scheme with 20.68% employer contribution
  • 33 to 38 days annual leave entitlement, including bank holidays, depending on service (pro rata for part-time staff)
  • Access to an extensive Employee Benefits Programme (Vivup) offering:
  • 24/7 access to counselling services
  • Salary-sacrifice scheme for cars and bikes
  • Access to a range of discounts from national retailers
  • Access to the Blue Light extensive discount scheme.

Date posted

20 September 2024

Pay scheme

Other

Salary

£11.94 to £13.56 an hour Work between 22:00 - 08:00 every day is paid at 35% enhancement

Contract

Permanent

Working pattern

Part-time

Reference number

S0001-24-0065

Job locations

Station Medical Centre

Station Approach

Hereford

HR1 1BB


Job description

Job responsibilities

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 importance of confidentiality when dealing with patients and staff, particularly when giving or receiving information over the telephone in accordance with the Data Protection Act.

Maintain the high standards of the service by contributing towards individual, team and service objectives and acting at all times in the best interest of patients.

To accurately collect, collate and input data to Information Systems as required by procedures to ensure that patient database records are up to date and accurate.

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.

INFORMATION GOVERNANCE

Taurus Healthcare requires its staff to comply with Information Governance related standards and policies at all times when dealing with confidential information, which includes any information relating to the business of the company and its service users and employees.

All Taurus Healthcare staff are bound by a duty of confidentiality and must conduct their duties in line with the NHS Confidentiality Code of Practice, Data Protection Act and Freedom of information Act.

Post-holders must maintain high standards of quality in corporate and clinical record keeping ensuring information is always recorded accurately and kept up to date. The post-holder must only access information, whether paper, electronic or in other media, which is authorised to them as part of their duties.

All Information obtained or held during the post-holders period of employment that relates to the business of the company and its service users and employees will remain the property of the Taurus Healthcare. Information may be subject to disclosure under legislation at the Companys discretion and in line with national rules on exemption.

Any breach of confidentiality or computer misuse could lead to disciplinary action, and in serious cases could result in dismissal. Breaches after the post-holders employment has ended could result in the Company taking legal action against them.

HEALTH AND SAFETY

To have responsibility for health, safety and welfare of self and others at work. This includes being conversant with Trust Health & Safety policies and procedures and ensuring incidents, accidents and near misses are reported; taking part in the risk management process and carrying out tasks/using equipment only when competent to do so.

Be responsible for ensuring the general environment is clear of all hazards.

All staff have a responsibility to apprise themselves of how the prevention of the spread of infection relates to their role. They have a responsibility to ensure they are aware of Company policies and procedures in relation to infection prevention and control and ensure that they comply with them in fulfilling their role.

EQUALITY AND DIVERSITY

Respect the privacy, dignity, needs and beliefs of patients, carers, and colleagues.

Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Taurus procedures / policies and current legislations.

Act as a chaperone as needed and when applicable.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

This job description may be amended by management through consultation with the post holder in order to reflect changes in, or to, the job.

Job description

Job responsibilities

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 importance of confidentiality when dealing with patients and staff, particularly when giving or receiving information over the telephone in accordance with the Data Protection Act.

Maintain the high standards of the service by contributing towards individual, team and service objectives and acting at all times in the best interest of patients.

To accurately collect, collate and input data to Information Systems as required by procedures to ensure that patient database records are up to date and accurate.

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.

INFORMATION GOVERNANCE

Taurus Healthcare requires its staff to comply with Information Governance related standards and policies at all times when dealing with confidential information, which includes any information relating to the business of the company and its service users and employees.

All Taurus Healthcare staff are bound by a duty of confidentiality and must conduct their duties in line with the NHS Confidentiality Code of Practice, Data Protection Act and Freedom of information Act.

Post-holders must maintain high standards of quality in corporate and clinical record keeping ensuring information is always recorded accurately and kept up to date. The post-holder must only access information, whether paper, electronic or in other media, which is authorised to them as part of their duties.

All Information obtained or held during the post-holders period of employment that relates to the business of the company and its service users and employees will remain the property of the Taurus Healthcare. Information may be subject to disclosure under legislation at the Companys discretion and in line with national rules on exemption.

Any breach of confidentiality or computer misuse could lead to disciplinary action, and in serious cases could result in dismissal. Breaches after the post-holders employment has ended could result in the Company taking legal action against them.

HEALTH AND SAFETY

To have responsibility for health, safety and welfare of self and others at work. This includes being conversant with Trust Health & Safety policies and procedures and ensuring incidents, accidents and near misses are reported; taking part in the risk management process and carrying out tasks/using equipment only when competent to do so.

Be responsible for ensuring the general environment is clear of all hazards.

All staff have a responsibility to apprise themselves of how the prevention of the spread of infection relates to their role. They have a responsibility to ensure they are aware of Company policies and procedures in relation to infection prevention and control and ensure that they comply with them in fulfilling their role.

EQUALITY AND DIVERSITY

Respect the privacy, dignity, needs and beliefs of patients, carers, and colleagues.

Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Taurus procedures / policies and current legislations.

Act as a chaperone as needed and when applicable.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

This job description may be amended by management through consultation with the post holder in order to reflect changes in, or to, the job.

Person Specification

Experience

Essential

  • Able to effectively manage customer complaints and concerns
  • Able to communicate effectively verbally and written, with representatives of other organisations
  • Teamwork and co-operation to achieve optimal results.
  • Strong organisational skills
  • Ability to use initiative to resolve problems and/or suggest improvements
  • Computer literate, including use of Microsoft Office, internet, and patient database systems
  • Ability to manage competing demands and prioritise these appropriately
  • Strong inter-personal skills with colleagues, clinicians, patients, managers and other stakeholders
  • Customer service skills

Desirable

  • Experience of supervising or managing others
  • Experience of working in a healthcare environment

Other Requirements

Essential

  • Standard DBS clearance

Qualifications

Essential

  • Educated to GCSE (or equivalent) standard grade 4/C or above.

Desirable

  • Fire warden qualified/trained
  • First Aid qualification/trained

Personal Qualities or Attributes

Essential

  • Friendly and approachable
  • Reliable individual
  • Working effectively with a team
Person Specification

Experience

Essential

  • Able to effectively manage customer complaints and concerns
  • Able to communicate effectively verbally and written, with representatives of other organisations
  • Teamwork and co-operation to achieve optimal results.
  • Strong organisational skills
  • Ability to use initiative to resolve problems and/or suggest improvements
  • Computer literate, including use of Microsoft Office, internet, and patient database systems
  • Ability to manage competing demands and prioritise these appropriately
  • Strong inter-personal skills with colleagues, clinicians, patients, managers and other stakeholders
  • Customer service skills

Desirable

  • Experience of supervising or managing others
  • Experience of working in a healthcare environment

Other Requirements

Essential

  • Standard DBS clearance

Qualifications

Essential

  • Educated to GCSE (or equivalent) standard grade 4/C or above.

Desirable

  • Fire warden qualified/trained
  • First Aid qualification/trained

Personal Qualities or Attributes

Essential

  • Friendly and approachable
  • Reliable individual
  • Working effectively with a team

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

Taurus Healthcare Limited

Address

Station Medical Centre

Station Approach

Hereford

HR1 1BB


Employer's website

https://www.herefordshiregeneralpractice.co.uk (Opens in a new tab)

Employer details

Employer name

Taurus Healthcare Limited

Address

Station Medical Centre

Station Approach

Hereford

HR1 1BB


Employer's website

https://www.herefordshiregeneralpractice.co.uk (Opens in a new tab)

For questions about the job, contact:

Recruitment Team

recruitment@taurushealthcare.co.uk

01432270636

Date posted

20 September 2024

Pay scheme

Other

Salary

£11.94 to £13.56 an hour Work between 22:00 - 08:00 every day is paid at 35% enhancement

Contract

Permanent

Working pattern

Part-time

Reference number

S0001-24-0065

Job locations

Station Medical Centre

Station Approach

Hereford

HR1 1BB


Supporting documents

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