NHS
Clinical Helpline Professional
This job is now closed
Job Description
- Req#: C9179-24-0257?language=&page=1&sort=publicationDateDesc
- Winners in 'Support to Caregivers, Family and Friends' in the Patient Experience Network National Awards (PENNA)
- Runners up in 'Staff Engagement and Improving Staff Experience' in PENNA
- Finalists in 'Patient Safety Team of the Year 2021' in the HSJ Awards
- NMC or HCPC registered
- Evidence of ongoing continued professional development
- Good IT skills
- Excellent communication skills, verbally and in writing
- Able to remain calm under pressure
- Kind, compassionate and empathetic
- Good team player
- Provide clinical updates to relatives of inpatients who contact the helpline
- Conduct GDPR checks in line with standard operating procedure (SOP) and use own initiative to identify any concerns with patient confidentiality
- Give emotional support to relatives who may be worried, distressed or anxious
- Adapt to changeable pressures throughout shift, handling calls and responding to service needs
- Work closely with ward staff and other support mechanisms to ensure a holistic approach
- Be aware of safeguarding issues and escalate concerns where appropriate to ensure the safety of patients and relatives
- Assesses nursing care delivered. Plans, prioritises and supervises helpline support within an allocated time frame. Delegate activities to team members appropriately
- Organises and deploys staff according to workload, ensuring appropriate staff cover and reporting any deficiencies to Manager
- Supervises the delivery of service to maintain agreed standards
- Identifies problems and risks, decides on appropriate actions via a structured approach and report promptly to other staff on matters requiring their input
- Provide clinical updates to relatives of inpatients who contact the helpline
- Conduct GDPR checks in line with standard operating procedure (SOP) and use own initiative to identify any concerns with patient confidentiality
- Give emotional support to relatives who may be worried, distressed or anxious
- Adapt to changeable pressures throughout shift, handling calls and responding to service needs
- Work closely with ward staff and other support mechanisms to ensure a holistic approach
- Be aware of safeguarding issues and escalate concerns where appropriate to ensure the safety of patients and relatives
- Assesses nursing care delivered. Plans, prioritises and supervises helpline support within an allocated time frame. Delegate activities to team members appropriately
- Organises and deploys staff according to workload, ensuring appropriate staff cover and reporting any deficiencies to Manager
- Supervises the delivery of service to maintain agreed standards
- Identifies problems and risks, decides on appropriate actions via a structured approach and report promptly to other staff on matters requiring their input
- NMC or HCPC Registration
- Evidence of ongoing professional development
- Teaching experience
- Ability to work to clear protocols/ guidelines within role boundaries
- Experience of caring for patients
- Previous acute experience within the NHS
- Previous mentorship experience.
- Dealing with difficult conversations training or equivalent
- Good IT skills
- Communicates clearly both verbally and in writing.
- Willingness to share knowledge and mentor students
- Evidence of good timekeeping
- Team player, able to problem solve to meet team objectives.
- Excellent organisational skills and time management
- Able to remain work under pressure and meets deadlines in a realistic manner.
- Understands the importance of patient confidentiality and Data Protection
- Accurate with attention to detail
- Supports patient equality and diversity.
- Ability to provide patients with an environment that supports privacy and dignity
- Ability to show empathy and compassion to patients and relatives
- Awareness of current political/professional issues
- Previous use of electronic patient record systems (eCare ideally)
- Compassionate and empathetic
- Patient
- Excellent listening skills
- Good team player
- Flexible approach to working hours and duties
- Adaptable to the needs of the service Committed to delivering a high-quality service
- NMC or HCPC Registration
- Evidence of ongoing professional development
- Teaching experience
- Ability to work to clear protocols/ guidelines within role boundaries
- Experience of caring for patients
- Previous acute experience within the NHS
- Previous mentorship experience.
- Dealing with difficult conversations training or equivalent
- Good IT skills
- Communicates clearly both verbally and in writing.
- Willingness to share knowledge and mentor students
- Evidence of good timekeeping
- Team player, able to problem solve to meet team objectives.
- Excellent organisational skills and time management
- Able to remain work under pressure and meets deadlines in a realistic manner.
- Understands the importance of patient confidentiality and Data Protection
- Accurate with attention to detail
- Supports patient equality and diversity.
- Ability to provide patients with an environment that supports privacy and dignity
- Ability to show empathy and compassion to patients and relatives
- Awareness of current political/professional issues
- Previous use of electronic patient record systems (eCare ideally)
- Compassionate and empathetic
- Patient
- Excellent listening skills
- Good team player
- Flexible approach to working hours and duties
- Adaptable to the needs of the service Committed to delivering a high-quality service
Job summary
An exciting opportunity has arisen to join our innovative and award-winning relative helpline team for a 12-month maternity cover. The helpline supporting the trust to provide high quality experience of care and improve communication with loved ones.
During the coronavirus pandemic we had the opportunity to gather nurses, AHPs and doctors to form a relative update helpline; providing loved ones with support, compassion and information about their family member's condition. Despite restrictions easing, this service has proven invaluable for relatives, patients and staff and has therefore been agreed to become a permanent fixture within West Suffolk NHS Foundation Trust. The helpline initiative has even been celebrated with awards nationally:
This role will involve working remotely and on-site on a split basis so you must have an appropriate environment to work from when not on-site.
Essential to this role is also building strong, trusting relationships with colleagues across the Trust to ensure the helpline is integrated into the way the organisation works, recognising that you are also a link team member of wards as well as the helpline team.
Main duties of the job
You will join our experienced team of helpline professionals who cover calls 7 days a week. The service runs 9.45am-6pm daily.
We are looking for an experienced professional to cover the clinical helpline phone service. Families and carers use the helpline to be provided with accurate and up-to-date information on their loved ones currently admitted at the West Suffolk Hospital Foundation Trust and community assessment beds. You will be required access patients' information using electronic records used within the trust. This information will then need to be interpreted and effectively communicated for the caller to understand.
The Clinical Helpline team have the opportunity to tailor conversations so they are bespoke to the callers. They engage with the next of kin and families to support engagement with the care of their loved ones. They are given the time to express concerns and worries and the team draw on their experiences to help navigate families through an often-stressful time during their loved ones admission.
If you are an innovative and eager person, and meet the following essential criteria, we would love to hear from you:
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Date posted
27 March 2024
Pay scheme
Agenda for change
Band
Band 5
Salary
£28,407 to £34,581 a year per annum pro rata
Contract
Fixed term
Duration
12 months
Working pattern
Part-time, Flexible working, Home or remote working
Reference number
179-24-4173-P
Job locations
West Suffolk Hospital
Bury St Edmunds
IP332QZ
Job descriptionJob description
Job responsibilities
Please see job description for full details.
Job responsibilities
Please see job description for full details.
Person SpecificationPerson Specification
Education and qualifications
Essential
Experience and knowledge
Essential
Desirable
Skills and abilities
Essential
Desirable
Personal qualities
Essential
Education and qualifications
Essential
Experience and knowledge
Essential
Desirable
Skills and abilities
Essential
Desirable
Personal qualities
Essential
Additional informationDisclosure 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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details
Employer name
West Suffolk NHS Foundation Trust
Address
West Suffolk Hospital
Bury St Edmunds
IP332QZ
Employer's website
Employer details
Employer name
West Suffolk NHS Foundation Trust
Address
West Suffolk Hospital
Bury St Edmunds
IP332QZ
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.