NHS 111 Clinical Advisor - Oldbury

Deliver safe, effective telephone triage, assessment and clinical validation for patients of all ages using NHS Pathways and clinical decision support systems. Provide evidence-based advice, promote self-care, and direct patients to appropriate healthcare services across primary, secondary, community, and emergency care settings.

Support Health Advisors and colleagues through clinical guidance, applying advanced communication, negotiation, critical-thinking, and decision-making skills in a high-pressure environment.

Maintain accurate patient records and deliver compassionate, patient-centred care while meeting service quality and performance standards.

Maintain professional registration (NMC, HCPC, GPhC or equivalent), clinical competence, and ongoing professional development.

Participate in supervision, performance reviews, mandatory training, and service development activities.

Work in accordance with professional codes of conduct, organisational values, and current clinical guidelines.

Registered Nurse (Adult), Paramedic, or Pharmacist with a minimum of two years' post-registration clinical experience.

Broad clinical knowledge and experience, including acute, urgent, primary, or community care settings.

Able to work autonomously and effectively under pressure while managing competing priorities.

Flexible to meet service demands, including evenings, weekends, and bank holidays.

The post holder will be responsible for assessing callers with a wide spectrum of clinical conditions, advising patients on next steps, and referring them on to further care when appropriate. The computer based clinical decision systems NHS Pathways will facilitate and support the advice given. NHS 111 Clinical Advisors will be required to work as part of a multi-disciplinary team within the service provided by DHU 111 (East Midlands) CIC providing quality, evidence-based health care to meet the immediate needs of the patient. Demonstrating a commitment to a high-quality service, excellence in clinical practice and continuous professional development are integral to the role and to the development of the service.

Values, behaviours and principles

The post holder is expected to lead by example in terms of role modelling the behaviours associated with our values.

Compassionate we show kindness, consideration and understanding in everything we do and demonstrate our caring nature to our patient, people and communities.

Accomplished we are available day and night a response, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual.

Respectful we recognise the value that individual and team difference bring welcoming views, listening, being honest, and learning from others experiences.

Encouraging we believe everyone matters, so we inspire confidence in other promoting speaking up, fostering career-long learning and development, and supporting improvement ideas.

Able to demonstrate competence in all areas of clinical advisor role; front ending of calls, clinical validation/assessment.

Provide support and guidance to non-clinical Health Advisors and other members of staff via the clinical advice line.

All clinical advisors will be responsible for assessing patients from 0+ years and a variety of physical and mental health symptoms. Clinicians that are specialty trained such as Paediatric nurses and Mental Health nurses will receive sufficient training and coaching to take all calls appropriately and safely.

Receive telephone calls from patients, carers, DHU 111 colleagues or healthcare professionals and then undertake an assessment of the presenting concerns, giving advice, as appropriate, using NHS Pathways or other clinical decision support system.

Use clinical knowledge and advanced communication skills to provide high quality assessment and safe and effective advice to NHS 111 callers.

Advise patients on self-care as appropriate though the effective communication of evidence-based health care advice supported by NHS Pathways or other clinical decision support system.

Facilitate the patient pathway through primary, secondary, community and tertiary care. Where possible assisting patients in the correct use of primary care and emergency care services and other healthcare related organisations

Use negotiation skills when necessary and establish concordance with patients on appropriate course of action to take for the level of care determined.

Maintain accurate patient care records as required.

Manage all calls in a controlled and professional manner treating all patients with compassion, empathy and respect.

Support the achievement of quality standards and performance levels relevant to the NHS 111 service.

Work within the parameters of own skills and knowledge maintaining an awareness of service and practice developments.

Strong clinical decision making, Clinical Advisors work under pressure, the role requires strong critical thinking and decision making.

Successfully complete training on the NHS Pathways system and maintain competence in line with the pre-defined competency framework.

Advocate for patient centred care and empower callers to make decisions about their health.

Participate in the clinical governance and quality improvement requirements of the DHU 111 service.

Maintain an awareness of individual responsibilities in relation to clinical governance.

Practice within the parameters of policies, protocols and guidelines.

Participate in research and development activities of DHU 111.

Compassionate we show kindness, consideration and understanding in everything we do and demonstrate our caring nature to our patient, people and communities.

Accomplished we are available day and night a response, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual.

Respectful we recognise the value that individual and team difference bring, welcoming views, listening, being honest, and learning from others experiences.

Encouraging we believe everyone matters, so we inspire confidence in others promoting speaking up, fostering career-long learning and development, and supporting improvement ideas.

Qualifications