Pooja Kasbia

Management Trainer @Nhs 24

GB

To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given.• On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy. Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records.• Identify callers requiring immediate emergency response and appropriately refer them to the Scottish Ambulance Service.• The post holder is required to be competent in the use of the telephony system and be able to transfer calls internally and to Partner organisations. This includes retrieving calls in event of transfer failure.• In the event of technology malfunction, the Call Handler will continue to answer calls, but will follow the revised process whereby recording patient information on paper• Under the guidance of Clinical Supervision, the Call Handler may be required to make outgoing calls to update patients on the status of their call or to ask additional information questions to help quicken their onward referralObserve the Message Monitoring system between NHS 24 front line services and Partner organisations to ensure that all faxes and patient information has been sent/received. Escalate any problems and take appropriate action as directed under supervision.• Contribute to the continuous improvement of service provision in NHS 24 by communicating service user feedback to relevant team managers where appropriate.• Participate in the preceptorship and mentoring programme for new staff.