Dispatcher; W&CC

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 NHS
111 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.

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

Severnside provides urgent primary care across the 24-hour period. It incorporates what was formerly known as the 'out of hours (OOH) GP' service, NHS
111 (which is subcontracted by Bris Doc 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.

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…