Call Handler (Health Care Assistant)
JOB PURPOSE To provide holistic and person-centred care and support by telephone for patients with complex life-limiting illnesses. To work within the multi-disciplinary team and alongside registered nursing staff to contribute to the delivery of a high standard of evidence-based specialist palliative care.
3. KEY RESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES 3.1 Main Responsibilities Provide a first point of telephone contact for patients, carers and healthcare professionals to ensure a timely response whenever information or support is required.
Liaise with Hospiscares Clinical Nurse Specialist teams to ensure a consistent approach to the triage process and that patients are prioritised appropriately. Assist in the identification of appropriate palliative and end of life care for patients in order to provide safe and effective treatment and support to patients and those close to them.
Communicate in a sensitive and professional manner with patients, relatives, colleagues and others, considering potential barriers to understanding, to promote and maintain Hospiscares values and to ensure dignity and respect are observed. Adhere to Hospiscares clinical recordkeeping policy when providing and sharing verbal, digital or written information and instructions, to ensure patient confidentiality is observed at all times.
Attend and contribute to multi-disciplinary team meetings and case discussions to inform decisions which ensure patients receive the best possible care. Assist with the identification and assessment of complex bereavement to enable a seamless handover to Hospiscares Supportive Care team.
Infection Prevention and Control Maintaining a safe environment for patients, visitors and employees is everyones responsibility. All staff are required to adhere to Hospiscares Infection Prevention and Control Policy and make every effort to maintain high standards of infection prevention and control at all times.
This includes ensuring personal and team compliance with all relevant policies and procedures, and acting upon or reporting any identified risks. Disclosure and Barring Service This role requires a Disclosure and Barring Service (DBS) Enhanced level check with Adults Barred List.
3.2 Key Contacts Internal Clinical Coordination Centre team Community Cluster Team Leader Community Clinical Nurse Specialist teams Head of Community and Supportive Care Services Medical team Inpatient Unit team Supportive Care Services Clinical Administration External Patients and those close to them Royal Devon & Exeter Hospital NHS Community Services General Practitioners Social and Domiciliary Care Workers Residential and Nursing Homes Providers of out-of-hours services 3.3 Health & Safety Ensure that Health and Safety guidelines and fire regulations are strictly adhered to Comply with safe working practices as defined by Hospiscare Complete online training as and when required Take reasonable care for your own health and safety and that of others who may be affected by acts or omissions at work Report any accidents, incidents or near misses as soon as reasonably practicable Manage own work life balance and general wellbeing, including any relevant pressures in respect of lone working, travel, difficult environments and challenging situations 3.4 General Be aware of and adhere to Hospiscare policies and procedures at all times Take part in progress/performance reviews throughout the year Cooperate with other Hospiscare departments Attend training courses and complete online training modules as required to meet the requirements of the post Take responsibility for own personal development, seeking out opportunities to learn new skills Undertake any other duties as requested by management which are reasonably deemed to be within the scope of the role 3.5 Other Apply the Hospiscare values and behaviours to every aspect of the role at all times Promote and maintain the brand standards of Hospiscare