111 Clinician

We are looking for qualified Clinicians to join our 111 team. The post holder will need to deliver high quality telephone clinical assessments and provide advice to callers presenting with a wide range of conditions and complex medical histories.

Pay: £22.00 per hour

Hours: Full Time & Part Time (minimum 16 hours per week)

Accountable to: 111 Clinical Manager

Base: Newfield House, Vicarage Lane, Blackpool, FY4 4EW

Main duties of the job

• The post holder will be responsible for delivering high quality telephone clinical assessment and advice to callers presenting with a wide range of conditions and complex medical histories.
• Using professional clinical judgement supported by decision-support software, the role involves identifying appropriate care pathways, providing safe and effective homecare and medication advice, and referring individuals to further clinical care when necessary.
• Working within a contact centre environment, the post holder will utilise both generalist and specialist skills to assess patients of all ages, offering health information and guidance that empowers individuals to manage their symptoms appropriately and access the right level of care.

About us

The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services. Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do. Come and be a part of our amazing team!

We offer

• NHS Pension
• Cycle to Work Scheme
• Attendance Bonus
• Free Tea & Coffee
• Eye Care Contributions

Job responsibilities

• To always use professional judgement and, with the support of clinical assessment support software, provide skilled and effective assessment of patients presenting with clinical needs through telephone consultation.
• To bring together, analyze and critically evaluate a range of information during the care process to provide accurate advice and health information to patients to empower and enable them to act upon advice given.
• To maintain an up-to-date awareness of current policies and utilise acquired skills in mental health, child protection, medication enquiries and all other aspects of general healthcare.
• To liaise effectively between caller and third party in critical situations/areas of concern e.g. child abuse, where information is not consistent or may be a safeguarding concern.
• To identify and use information sources to support and underpin clinical decision-making.
• To recognise opportunities for providing health education during the consultation process and to supply such information either in person or by referring to appropriate health care professionals as required.
• To apply strong knowledge and competence in computer systems to effectively access shared drives, databases, email platforms, and approved internet resources, ensuring the ability to critically appraise information sources and evaluate their evidence base.
• To refer to other clinical colleagues as necessary for advice, but to maintain accountability and responsibility for decisions made in relation to clinical calls.
• To demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
• To adhere to and implement national and local policies and procedures and work within the NMC Code of Professional Conduct and the Health and Care Professions Council (HCPC) and maintain active registration with professional bodies such as HCPC or NMC.
• Successfully complete training on a Clinical decision support system (CDSS) and maintain competence in line with pre-defined competency frameworks.
• To work independently, taking responsibility and accountability for managing own workload, risk assessment and risk management.
• To actively participate in clinical supervision to facilitate personal and professional development.
• To share and utilise areas of practice with peers and non-clinical colleagues to inform and enhance patient care.
• To maintain a healthy and safe work environment for self and colleagues.
• To maintain a working knowledge of emergency procedures and escape issues affecting service delivery as necessary.
• To inform senior colleagues of any factors affecting delivery of the service as soon as they arise.
• You will be expected to actively participate in the continuous quality improvement audit process, contributing to the development of your own performance and ensuring achievement against agreed delivery targets.
• You will also take part as a clinical auditor, providing peer-to-peer audit and constructive feedback to support internal audits, drive quality improvements, inform best practice, enhance service delivery, and maintain patient safety.

Communication

• To actively communicate with other staff to assist service delivery.
• To actively communicate with other service providers about patient care programs or plans.
• Reflect the diversity of needs in the local healthcare community by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding.
• To use advanced listening, probing and facilitative skills across a diverse range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression and to use complex communication skills to negotiate (utilising language support services as necessary), and provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile and antagonistic.

Education, Training & Development

• To take responsibility and plan for own personal development requirements to meet individual education and developmental needs in line with service requirements.
• To support a learning environment in which quality, performance and development can flourish and to contribute to nursing development issues.
• To participate in an annual development review (PDP) with the line manager, identify areas of need for professional development to meet service and personal objectives.

General duties and Responsibilities

• Enhance own performance through continuously developing own knowledge, skills and behaviours to meet the current and future requirements of the job.
• Act within acceptable parameters as an employee, having regard to the applicable Code of Conduct for your role and ensuring own practice is in accordance with company policies.
• Maintain own CPD and contribute to own personal development by participating in annual appraisal with line manager, developing a PDP, and actively participating in agreed learning activities and evaluating effectiveness of learning in relation to role.
• Regularly review own practices and make changes in accordance with current and/or best practice, make suggestions for improved practice and identify where other activities affect own practice.
• To achieve and demonstrate agreed standards of personal and professional development within agreed timescales.
• To contribute positively to the effectiveness and efficiency of the teams in which you will be working with, supporting collaborative working practices and helping to achieve shared goals.
• To contribute to a healthy, safe and secure working environment by adhering to health and safety regulations, policies, procedures and guidance.
• Take necessary action in relation to risks in the workplace including supporting others to manage risks and reporting incidents as necessary.
• To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with policies.
• Identify and act when own or others action undermines equality and diversity.
• To raise concerns around risk, malpractice or wrongdoing at work, which may affect patients, staff or the organisation, at the earliest reasonable opportunity.
• The post holder will be required to adapt to and undertake different or new duties in line with professional and service developments.

This Job Description is intended as a general guidance to the duties and responsibilities of the post and is not, therefore, exhaustive. It will be subject to review, in light of changing circumstances and in consultation with the post-holder.

Disability Confident Employer

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

DBS

This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence). For Driver positions you will also be required to undertake a Driver check.

Person Specification

Skills and Capabilities

• IT literate with good keyboard skills.
• An ability to use personal initiative in working both autonomously and as part of a team within the boundaries of the role.
• Effective communication and negotiation skills.
• Sound clinical decision-making capabilities ability to demonstrate critical thinking.
• Awareness of accountability in practice.
• Demonstrate interest in and ability to support, coach and mentor others.
• Effective time management and able to prioritise work effectively.
• Commitment to continuous learning.
• Proactively maintain knowledge of current developments in clinical practice.
• Ability to identify own developmental needs.
• A commitment to the role, with the flexibility and resilience required to work unsocial hours, including 24/7 shift patterns and bank holidays.

Experience

• Evidence of consolidating post qualification practice.
• Post registration experience of 2 years in a primary or acute care setting.
• Evidence of commitment to ongoing continual personal and professional development.
• Triage/telephone assessment experience.
• Experience of working independently.
• Knowledge of clinical governance / quality performance.
• Some awareness of issues relating to vulnerable people.
• Evidence of liaising with multidisciplinary agencies both internal and external to the organisation.

Qualifications

• Professional clinical qualification and active registration with relevant regulator, e.g. first-level registered nurse with active NMC registration or Paramedic - Health and Care Professions Council (HCPC).
• Must be educated to degree level in relation to their registered role.

Values and Behaviours

• Commitment to providing service that meets the changing needs of external and/or internal customers.
• Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals.
• Focus on constructive evaluation and challenge of own and team performance.
• Proactive in identifying opportunities for improvement and innovation.

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.