Location
South West NHS 111 Service
Specialism
Primary Care Nurses
Advertising Salary
21980
Vacancy Type
Permanent
Schedule Type
Part Time

About The Role

This is a part time role, 19.5 hours/week. You can be based in any of our 111 Call Centres in Bristol, Southall, Ipswich or Dorking. 

*INTERNAL PRACTICEPLUS GROUP APPLICANTS ONLY

The Real Time Time\Clinical Service Delivery Team is a key virtual function, responsible for the dynamic live service delivery of both operational and clinical aspects of the Practice Plus Group 111 service nationally. Clinically, the Clinical Service Delivery Team oversees the Network of 111 contact centres (Bristol, Ipswich, Southall and Dorking) and Integrated Urgent Care (IUC); managing call flows, clinical queues and working collaboratively with supervisory and managerial staff to provide safe, high quality patient care 24/7 for all contracts.

NHS 111 provides a non-emergency telephone assessment service to the general public 24 hours a day, 7 days a week, 365 days a year; ensuring that thousands of patients every year are directed to the correct primary and secondary care services, or receive advice from our experienced in house clinical advisors.  Practice Plus Group is the largest IUC provider in the UK, combining NHS 111 and the Clinical Assessment Service, allowing patients to receive specialist advice from GPs, ANPs, dental nurses, mental health nurses and pharmacists.

Our team of Duty Clinical Managers (DCM) is responsible for the dynamic assessment and management of the IUC 111 clinical and Urgent Care queues, including the escalation and movement of clinical resource in line with current policy and guidance. During live service delivery, the DCM acts as a central point of contact for clinical staff, on site supervisors and senior on call managers. The DCM must provide safe and effective clinical triage expertise, working in conjunction with the Real Time Team to deliver optimised performance delivery against all Key Performance Indicators (KPI), for all Practice Plus Group contracts. The DCMs take an active role within the multidisciplinary team to ensure service quality is in line with corporate goals and strategy, and assist in contributing to the development of new ways of working to benefit the wider health economy.

Some of the key duties of a DCM:

  • Dynamic management of 111 and UC queues
  • Clinical risk assessment of cases awaiting call back
  • Monitoring the live provision of ambulance and emergency treatment centre validation
  • Escalation strategies based on an agreed plan, acting as initial point of contact for all contact centres for any service impacting issues posing a clinical risk
  • Movement of clinical resource across our services

About You

         Corporate

  • Responsibility for KPI monitoring such as Warm Transfer (WT), Call Back in 10 minutes (CB10), ambulance/ETC validation and Combined Clinical Contact (CCC), reacting as appropriate to network demand
  • Travel between NHS 111 sites and other Practice Plus Group locations to attend meetings or other activities required by the business

    Leadership

  • Providing advice and guidance to Clinical Advisors and Team Managers across our services, including NHS Pathways clinical advice
  • Participation in multidisciplinary rota conference calls, including updating and interpreting clinical planning packs to identify shortfalls in clinical resource
  • Attending weekend review calls to ensure a collaborative and unified approach to optimal patient journeys and risk mitigation
  • Providing clear direction to all clinicians at the start of each shift and communicating changes as a result of escalation and service need, including communication by Puffin

    Clinical Operations

  • Acting as point of contact for all matters regarding the running of the clinical network during live service delivery
  • Maintaining comprehensive clinical notes throughout the shift, provide shift handover reports and situation reports
  • Ad hoc management of resource telephony skilling, matching it appropriately to demand, using CMS to inform actions
  • Managing Health Advisor Dispatchers working on validation cases within the clinical queue, increasing/decreasing numbers in line with service need
  • Updating and maintaining Teleopti with resource changes
  • Continual dynamic assessment of the clinical queues and management of high risk patients using our clinical prioritisation model and risk matrix tools
  • Actively participating in the management of clinical escalation in line with company policy and guidance, including escalating to the next level of command as appropriate
  • Navigating or re-directing cases to appropriate resources in line with available clinical skillsets and case demand
  • Working closely with Clinical Navigators in the CAS, ensuring that call flow is appropriate including the review of call flow requests on Puffin
  • Managing the urgent care platform for enhanced validation services
  • Using clinical acumen to make appropriate risk assessments, considering physical, psychosocial and environmental factors
  • Maintaining a stable communication link between all sites and members of the Real Time Team to ensure all are aware of all management plans and escalation
  • Liaison with Clinical Team Managers or other local point of contact to maintain the smooth running of the network
  • Implementing strategies in line with the operational coordination level of the Business Continuity Plan, facilitating any direction given by tactical command, in order to maintain service provision

    Service Development and Improvement

  • Supporting the Clinical Delivery Lead with projects and assignments, including an assigned link role
  • Reviewing Pathways issues that have been raised internally and make evidence-based best practice recommendations, under the guidance of the Pathways link DCM

If you want to apply or if you`d have any questions at all then please send an email to valentin.baciu@practiceplusgroup.com

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