Dispatcher (W&CC)

BrisDoc Healthcare Services; Bristol; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare service provider in Bristol is seeking a candidate to coordinate the scheduling of clinical resources and manage the NHS 111 dispatch queue. The role involves close collaboration with clinical staff to ensure timely patient care and efficient use of resources. Candidates should have GCSE-level education and experience in healthcare or NHS settings. Strong computer literacy and teamwork skills are essential for this position.

Qualifications

• A good standard of education to GCSE or equivalent.
• Experience of working in healthcare / NHS.

Responsibilities

• Coordinate scheduling of clinical resources to manage patient demand.
• Review and manage the dispatch queue from NHS 111.
• Monitor patient care status against key performance indicators.
• Answer calls from health care professionals to provide information.

Skills

Computer literacy

Teamwork

Education

GCSE or equivalent

Job description

The core purpose of the role is to co-ordinate the effective scheduling and deployment of clinical and mobile resources (cars, drivers, doctors and nurses) to manage the patient demand into the Integrated Urgent Care Service from the NHS111 generated dispatch queue. The role will involve working closely with the Clinical Co-ordinator and Shift Manager to ensure that appropriate decisions are taken about scheduling patients for an appointment at a treatment centre, a home visit or ensuring that the patient receives continuing clinical assessment and monitoring following NHS 111 triage or GP advice. In all circumstances the post holder will closely monitor the time elapsed from NHS 111 disposition to the patient receiving GP advice or clinical assessment to ensure key performance and quality indicators are met.

Main duties of the job

NHS 111 Interface

• To continually review, monitor and manage the dispatch queue generated by NHS 111
• To book patients as required into primary care centre appointments, if not directly booked by NHS 111 triage team
• To ensure that information is reviewed in a timely way by relevant clinical staff to determine which patients require a home visit
• To manage the scheduling of home visits to ensure that resources are used in the most effective way to ensure appropriate and timely patient care
• To update Adastra if a patient contacts NHS 111 again after initial triage - e.g. if patient cancels appointment or clinical status has changed
• To manage the Non Clinical Call Back Queue

About us

Severnside provides urgent primary care across the 24-hour period. It incorporates what was formerly known as the 'out of hours (OOH) GP' service, NHS111 (which is subcontracted by BrisDoc to Practice Plus Group) and the Weekday Professional Line (WDPL). The WDPL clinicians support admission avoidance and facilitate admission for adult medical patients in BNSSG.

Severnside is also integral to the innovative BNSSG 'System Clinical Assessment Service (CAS)'. The System CAS brings together a multi-professional, multispecialty (currently General Practice, ED, mental health, paediatrics) clinical team to assess patients who may otherwise be sent to the Emergency Department or 999. This innovative work supports 'right care first time' in an integrated way.

Job responsibilities

NHS 111 Interface

• To continually review, monitor and manage the dispatch queue generated by NHS 111
• To book patients as required into primary care centre appointments, if not directly booked by NHS 111 triage team
• To ensure that information is reviewed in a timely way by relevant clinical staff to determine which patients require a home visit
• To manage the scheduling of home visits to ensure that resources are used in the most effective way to ensure appropriate and timely patient care
• To update Adastra if a patient contacts NHS 111 again after initial triage e.g. if patient cancels appointment or clinical status has changed
• To manage the Non Clinical Call Back Queue

Service Performance

• To continually monitor the status of patients receiving out of hours care in respect of the key performance indicators the service needs to achieve
• To update the shift manager throughout the shift so that appropriate decisions and actions can be taken to deliver each shift across Bristol, North Somerset and South Gloucestershire in line with performance targets

Demand and Capacity Management

• To monitor the demand flowing into the Integrated Urgent Care service in BNSSG via NHS 111 and other sources of referral
• To assess levels of demand against available resource in a given shift to ensure patient care can be sustained
• To make recommendations to the shift manager on how capacity can be best utilised or deployed to ensure demand can be met in a safe and timely way

Professional Line

• To answer calls to the professional line from internal and external health care professionals
• To ensure that the phone is answered within internally determined response time targets
• To guarantee a professional and informed response to the caller and ensure that the Clinical Co-ordinator is available to speak to the caller within the shortest possible timescales (either direct transfer or rapid ring back)
• To process external referrals via professional sources other than NHS 111 e.g. ambulance service, pathology results, community teams

To ensure that such referrals are accurately entered onto the Adastra system

Person Specification

Qaulifications and Experience

• A good standard of education to GCSE or equivalent
• Experience of working in healthcare / NHS

Skills and Attributes

• Evidence of computer literacy and keyboard skills
• Able to work within a team and take instruction as required - Able to quickly establish rapport and credibility with others in the team

Personal Qualities/Behavioural Attributes

• Good team player who is able to support, value and respect the contribution of all members

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.

£13.85 to £15.52 an hour£13.85 Weekday and evenings £15.52 weekends