NHS partner in Oldbury

Role Overview

The post holder will be responsible for assessing callers with a wide spectrum of clinical conditions, advising patients on next steps, and referring them to further care when appropriate. The computer‑based clinical decision systems NHS Pathways will facilitate and support the advice given. NHS 111 Clinical Advisors will work as part of a multi‑disciplinary team within the service provided by DHU 111 (East Midlands) CIC, delivering quality, evidence‑based health care to meet the immediate needs of the patient. Demonstrating a commitment to a high‑quality service, excellence in clinical practice and continuous professional development are integral to the role and to the development of the service.

Responsibilities

Deliver safe, effective telephone triage, assessment and clinical validation for patients of all ages using NHS Pathways and clinical decision support systems.

Provide evidence‑based advice, promote self‑care, and direct patients to appropriate healthcare services across primary, secondary, community, and emergency care settings.

Support Health Advisors and colleagues through clinical guidance, applying advanced communication, negotiation, critical‑thinking and decision‑making skills in a high‑pressure environment.

Maintain accurate patient records and deliver compassionate, patient‑centred care while meeting service quality and performance standards.

Participate in supervision, performance reviews, mandatory training and service development activities.

Work in accordance with professional codes of conduct, organisational values and current clinical guidelines.

Key Areas of Responsibility & Accountability

Telephone triage: demonstrate competence in all areas of the clinical advisor role; front‑end of calls, clinical validation/assessment.

Provide support and guidance to non‑clinical Health Advisors and other staff via the clinical advice line.

Assess patients aged 0+ years with a variety of physical and mental health symptoms.

Clinicians with specialty training such as paediatric nurses and mental health nurses receive sufficient training and coaching to take all calls appropriately and safely.

Receive telephone calls from patients, carers, DHU 111 colleagues or healthcare professionals and undertake an assessment of the presenting concerns, giving advice as appropriate using NHS Pathways or other clinical decision support systems.

Use clinical knowledge and advanced communication skills to provide high‑quality assessment and safe and effective advice to NHS 111 callers.

Advise patients on self‑care and facilitate the patient pathway through primary, secondary, community and tertiary care.

Use negotiation skills when necessary and establish concordance with patients on an appropriate course of action for the level of care determined.

Maintain accurate patient care records as required.

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

Support the achievement of quality standards and performance levels relevant to the NHS 111 service.

Work within the parameters of own skills and knowledge, maintaining an awareness of service and practice developments.

Strong clinical decision making: the role requires strong critical thinking and decision making under pressure.

Successfully complete training on the NHS Pathways system and maintain competence in line with the pre‑defined competency framework.

Advocate for patient‑centred care and empower callers to make decisions about their health.

Clinical Governance

Participate in the clinical governance and quality improvement requirements of the DHU 111 service.

Maintain an awareness of individual responsibilities in relation to clinical governance.

Practice within the parameters of policies, protocols and guidelines.

Participate in research and development activities of DHU 111.

Ensure familiarity with the process for raising issues under the incidents and complaints and compliments procedure/protocol, namely Datix.

Health & Safety

The post holder is required to take responsible care for the health and safety of himself/herself and other persons affected by his/her acts or omissions at work.

Co‑operate with DHU to ensure that statutory and departmental safety regulations are adhered to.

The ability to recognise adult and children safeguarding concerns and report to the necessary agencies.

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

Professional Standards

Participate in the reflective and clinical supervision framework for clinicians within DHU 111.

Participate in ongoing individual professional development within the organisation.

Fulfil professional regulatory requirements for post‑registration education and development.

Mentor and role model by completing the NHS Pathways coaching course to provide support and development to other Clinical Advisors and Health Advisors.

Maintain professional and clinical competence through mechanisms of continuing professional development.

Attend meetings, mandatory training and system updates as requested by managers.

Maintain awareness of, and work within, the DHU values always.

Values, Behaviours and Principles

• Compassionate: we show kindness, consideration and understanding in everything we do and demonstrate our caring nature to our patients, people and communities.
• Accomplished: we are available day and night a response, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual.
• Respectful: we recognise the value that individual and team difference bring, welcoming views, listening, being honest, and learning from others' experiences.
• Encouraging: we believe everyone matters, so we inspire confidence in others promoting speaking up, fostering career‑long learning and development, and supporting improvement ideas.

Qualifications

• Registered Nurse (Adult), Paramedic, or Pharmacist with a minimum of two years' post‑registration clinical experience.
• Academic/Professional, Sub‑part 1 level registration with the NMC adult branch, Registered Pharmacist or Registered Paramedic.
• Recognised Minor Illness, Injuries certificate.
• Mentor/Coaching qualification.
• Minimum 2 years clinical experience post registration in a clinical setting.
• Experience working within a multi‑professional / multi‑agency environment.
• Broad clinical knowledge base and experience in a variety of areas, including recent acute and/or primary care settings.
• Experience of working independently.
• Evidence of continuous training, learning and development.
• Nurse triage/telephone advice experience and competence.

Miscellaneous Responsibilities

Any other reasonable duties as required from time to time.