Experienced Urgent Telephone Practitioner

The Urgent Telephone Practitioner will carry out clinical telephone consultations providing advice and information in line with policies, procedures, and guidelines, whilst utilising professional judgement and referring to other agencies where appropriate.

Main duties of the job

• Works within respective Code of Professional Conduct.
• Be committed to working flexibly within a dynamic environment, responding positively to the changing needs of the service.
• Promote and facilitate evidence-based practice.
• Demonstrate continual professional development through organised or self-directed study/learning and participation in clinical supervision.
• Always practice within own scope of competence, recognising limitations of clinical practice.
• Undertake independently telephone clinical assessments of patients (111, EMAS triage, ED validation etc). In accordance with relevant policies and guidance, and facilitate onward referral to other professionals if required.
• Encourage patients to carry out self-care where appropriate, supported by direction to other sources of health and social care information.
• Advise callers on the correct use of primary, secondary and emergency healthcare services, and assess and prioritise patients' clinical needs in accordance with NEMS policies and guidelines.
• Provide advice and support to other clinical staff.
• Liaise and communicate clinical information verbally and via technical links with NEMS and health and social care partners to ensure continuity of care for the caller.
• Administer medicines under Patient Group Directions as appropriate, or if you have a prescribing qualification to utilise according to local guidelines.
• Dispense medicines prescribed by Primary Care Practitioners and doctors in accordance with NEMS policies.
• Maintain accurate, contemporaneous record keeping of all interventions with patients, fully utilising computer software systems in place and/or other mediums.
• Maintain confidentiality at all times in accordance with legislative and policy requirements.
• Act as the patients' advocate when required to.
• Participate and assist in service evaluation, clinical audit and research as required.
• Liaise directly with NEMS GPs and Senior Primary Care Practitioners regarding medicines outside of the individual's normal sphere of competence and medicine-related uncertainties.
• Participate in the investigation of complaints, incidents and accidents.
• Undertake safe clinical practice within health and safety guidelines.
• Work within and be aware of the organisation's clinical policies and guidelines.
• Maintain own awareness of current health policy relevant to practice.
• Be aware of the impact your decisions may have upon the patient and their General Practitioner.
• Liaise with other professionals to facilitate direct referrals to other health care providers within the policies of the organisation and 111 FIRST.
• Participate in the mentorship of visiting health professionals and students on recognised training programmes.
• Recognise and act upon opportunities through consultation to promote public health.

STANDARD ROLE DIMENSIONS:

• Organisational Management

• Attend team meetings as required.
• Participate in the annual Performance Review and Development process.
• Respond positively to organisational change and participate in the change process.
• Work consistently to improve the service provided.
• Communicate effectively with your line manager any issues or ideas relating to improvements and developments.
• Work flexibly according to the needs of the service and organisation.

• Supervise and support junior registered and non-registered clinical staff in the provision of patient care.
• Delegate appropriately to clinical team members to provide patient care.
• Cooperate and support colleagues to ensure safe and effective services.
• Work towards becoming a Clinical team coordinator (CTC).

• Demonstrate understanding of the strategic purpose of NEMS services and service developments and how you contribute to their delivery.
• Undertake training and development appropriate to your role as required.
• Provide support and guidance to student nurses and other trainees during their work experience.
• Be proficient in using the IT systems of choice.
• Ensure prompt and regular attendance at work.
• Sign an annual confidentiality agreement.
• Work in accordance with confidentiality and information governance requirements.
• Promote feedback from patients and carers, using the systems available.
• Participate in NEMS patient experience programmes.
• Ensure you are always working within relevant policies.

• Be aware of the financial implications of decisions and actions.
• Work in a manner that promotes the financial stability of the organisation.

• Adhere to Health and Safety policies and procedures.
• Comply with employee responsibilities under the Health and Safety at Work Act.
• Participate in relevant health and safety procedures and training.
• Ensure your personal safety is maintained and that of your colleagues and the public.
• Ensure all accidents and/or dangerous incidents are recorded and reported, as guided by NEMS policy.
• Observe all regulations governing the driving and use of vehicles on the public highways.

Person Specification

• Registered Healthcare Professional.
• In good standing with their relevant regulator (NMC, HCPC) and meet requirements of revalidation.
• Evidence of relevant post-registration study.
• Minor illness/injury background qualification at level 6 with competencies and experience.
• Mentorship and/or clinical supervision training.
• Prescribing or working towards.
• Experience working without direct supervision.
• At least 3 years post registration experience.
• Previous telephone triage/consultation experience.
• Problem-solving.
• Working in a diverse and complex organisation.
• Working in a team environment.
• Working to set protocols and procedures.
• Working to deadlines.
• Use of patient group directives.
• Out of Hours working.
• Safeguarding experience.

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.