NHS 111 Operational Shift Lead - Derby

Job Description

NHS 111 Operational Shift Lead - DerbyDHU HealthcareThe closing date is 26 April 2023Job summaryDHU 111 (East Midlands) CIC provides quality primary healthcare services. As a not for profit social enterprise, we have a commitment to high standards as well as a proactive approach towards patient care and to achieving the delivery of a patient focusedservice.We have an exciting opportunity for a NHS 111 Deputy Operational Shift Lead to join our team and help support our patient care delivery.Main duties of the jobDuties of the role include:Working under the direction of the NHS 111 Operational shift lead team to assist with the real-time management and operation of our 111 advice centers, ensuring pro-active and effective performance delivery against the NHS 111 service level agreements.Help provide operational assistance to the shift lead team through real-time leadership and direction to call taking staff, managing relationships effectively and supporting operational management processes and analysis that enables excellent performanceto be established and maintainedAssisting in ensuring operational effectiveness and efficiency within the National Quality Standards and KPIs for all our NHS 111 and Out of Hours ContractsTo help support the monitoring and management of the NHS 111 advice centre teams, with support and guidance from the shift managers, to provide a safe and high quality patient focused service for the NHS 111 Services across Derbyshire, Leicestershire, Lincolnshire,Northamptonshire, Nottinghamshire, and Milton KeynesTo support adherence to contractual and regulatory performance and quality standards, making improvements to patient experience, service quality, and efficiency.About usDHU Healthcare is a not-for-profit community interest company providing a diverse range of services to the NHS frontline, including urgent and emergency care, primary care, out of hours services and NHS111. We operate 365 days a year, 24 hours a day acrossa wide geographical area including Derbyshire, Northamptonshire; Nottinghamshire; Leicester, Leicestershire & Rutland; Lincolnshire, Milton Keynes, Bath, North East Somerset, Swindon, Wiltshire and the from March 2023 the West Midlands a population totallingaround fourteen million. A socially conscious organisation, we provide compassionate, safe, high-quality care to our patients and the communities we serve and offer a supportive work environment to our 2,000 plus people. You can find out more about us at Ourprofile :: DHU HealthcareDate posted04 April 2023Pay schemeOtherSalary£23,949 to £26,282 a year Pro Rata Per AnnumContractPermanentWorking patternFull-timeReference numberM0051-OSL-DBY-1Job locationsD H U Health CareRiverside RoadPride ParkDerbyDE248HYJob descriptionJob responsibilitiesPurpose of the RoleTo demonstrate competence in call taking from the front end of call to completion and provide leadership in the NHS 111 call centres to all call, taking staff taking responsibility at site under the direction of the NHS 111 Operational Shift Lead/NHS111Team Manager. To help and support colleagues, as necessary, with patient contacts, call taking and other areas of roles which may impact on patient experiences.Key Success MeasuresCaring & Compassion - We will actively listen to understand and empathise with others, with a desire support both patients and colleagues.Always Professional - We will be accountable for consistently delivering high quality healthcare for our patientsRespect & Dignity - We will actively listen to each other and our patients to answer their concerns or questions. We will maintain and respect patients dignity and must ensure it is never compromised.Everyone Matters - We will actively encourage feedback from both patients and colleagues to continually improve our service, ensure everyone has an opportunity to have their voice heard, and everyone has an opportunity to further develop their skills andcompetencies.Key Areas of Responsibility & AccountabilityReceive telephone calls from patients or healthcare professionals, undertake an assessment of the presenting concerns, and complete the call as appropriate using NHS Pathways or other clinical decision support system.Maintain accurate and immediate records of every enquiry, including assessment and any advice to callersManage all calls in a controlled and professional manner treating patients with empathy, respect and consideration.Support the achievement of quality standards and performance levels relevant to the service.Ensure that DHU policies and procedures are followed.Keep abreast of changes in services provided by the Call Centre.Identify potential opportunities and make recommendations for service improvement as necessary.Supporting the Operations Help DeskAdvising other advisors via the non-clinical advice line of next steps to take to ensure safe patient careResending ITK messagesPass backsAddressing incorrect Directory of Services referralsManaging third party provider appointment cancellationsCompleting number checksSupport the management of complaints and compliments arising whilst on shift.Support colleagues with safeguarding referrals and any other call taking processesUndertake appropriate health advisor duties as may be required for patient or operational safety within the policies of the CompanyAny other duties appropriate to the roleUndertake appropriate personal and professional development to meet the requirements of the NHS Career Framework.Work within and promote the DHU vision and valuesSeek feedback on own performance from line mangersKeep up to date with all changes to DHU 111 servicesParticipate in the provision of coaching, mentorship, training, supervision and the continuing development of call taking staffOffer appropriate advice on practices, delivery and service development within the parameters of own roleParticipate in ongoing individual personal development within the organisation ensuring maintenance and review of own personal development plan.Mentor and role model the development of excellence health advisor practiceAdhere to all DHU procedures, protocols and other relevant memoranda as appropriate Atte