Flow Navigation Centre - Registered Nurse

NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and national services are included.

This is a rotational post across the Virtual Hospital and the Acute Assessment Units within NHSGGC.

Job Title: Flow Navigation Centre Registered Nurse

Band: 5

Location: CMB Building, Queen Elizabeth University Hospital, Glasgow G51 4TF

Join our innovative Interface Division, part of NHSGGC’s Transforming Together programme, and play a key role in delivering modern, patient-centred care. As a Registered Nurse within the Flow Navigation Centre (FNC), you will be at the heart of a service designed to improve patient flow, reduce unnecessary hospital admissions, and ensure timely access to the right care.

As part of a multidisciplinary team, you will deliver a comprehensive telephone-based clinical service to patients and healthcare professionals, ensuring timely assessment (using established pathways) and appropriate referral to the correct level and location of care. You will act as a single point of contact for referrers and professionals across hospitals, community teams, out-of-hours services, and social care.

• Receive and manage referrals primarily via telephone, with calls from General Practitioners (GPs), but also from ANPs, SAS, Police, and other professionals.
• Utilise established clinical pathways and robust triage protocols to ensure each individual is assessed thoroughly and directed to the most suitable care setting, whether within acute services, continuous care, or through health and social care partnerships.
• Diligently follow up on Did Not Attend (DNA) cases to guarantee continuity of care and appropriate intervention.
• Collaborate closely with the whole spectrum of continuous care, including Emergency Departments (ED), NHS 24, acute services, and wider health and social care teams.
• Assess and triage patients, consistently ensuring that they receive care in the right place at the right time, in accordance with best practice and organisational pathways.
• Demonstrate exemplary communication and listening skills, facilitating prompt and safe responses to patient care needs.
• Maintain a patient-centred approach throughout all interactions, ensuring that sensitive and complex issues are managed with professionalism and compassion.
• Follow all relevant Standard Operating Procedures, policies, and guidelines.
• Additional Information Specific to the Role

Shift Pattern:
The FNC operates a 24-hour service, 365 days a year, shift working expected.

• Prolonged periods at a VDU workstation requiring intense concentration.
• Use of a telephone headset for extended periods.
• Managing a computerised patient management system.
• Complexity of calls requires strong analytical and critical thinking skills.

• High concentration when reviewing documents and patient notes.
• Ability to multi-task, including data entry while on active calls.
• Emotional Demands:
• Communicating with distressed, anxious, or worried patients, relatives, and health care professionals.
• Exposure to sensitive clinical information and bereavement situations.

Essential Criteria

• Current NMC registration as a Registered Nurse.
• Evidence of continued professional development.
• Strong clinical decision-making skills to support safe and effective practice.
• Highly developed communication, listening, and interpersonal skills.
• Ability to work in a fast-paced, digitally enabled…