NHS 111 Health Advisor - Dorking

We offer extensive, fully paid training to equip you with the skills to become a qualified Health Advisor and learn the advanced NHS 111 triage tool.

We are recruiting now for October & November 2026

Full-Time: Monday-Friday (9:30am-5pm) for 4 weeks

Part-Time: Tues, Weds, Thurs (6pm-9:30pm) and Sat-Sun (9:30am-5pm) for 6 weeks

It is essential that you attend training every day.

You will undergo assessments and call audits throughout training. Passing these is essential to continue with the role. Failure to pass on your second attempt will result in no longer being able to continue with the role.

You will be using the NHS 111 Pathways system to assess patients over the phone and direct them to the most appropriate care.

Although we are a non-emergency service, you may also need to deal with emergency calls from time to time and to arrange for 999 services if required. You will receive full support from your team and managers.

Some of your responsibilities

You will be the first point of

contact for patients, providing time-critical advice.

You'll assess and prioritise a

wide range of calls based on urgency.

Ensuring safe and effective

assessments by using the NHS Pathways system to guide decisions.

Provide guidance to patients

regarding their symptoms and next steps in their care.

Ensure accurate, clear, and

detailed records of all calls for continuity of care.

You will manage calls from

patients and healthcare professionals with urgent and non-urgent healthcare

needs, using the Pathways System appropriately to direct the patient to the

service suitable for their needs.

You will use computer systems to

capture patient information along with being expected to demonstrate

self-directed learning and practice.

There will be a period of

competency-based training both initially and over the first 6 months of

employment which you must complete in order to perform all the duties of the

job to the required standard.

Principal duties and

Receive requests for assistance,

treatment or care to IUC / NHS 111 call centre. The requests may be from

members of the public, healthcare practitioners or other professionals.

Interact with Individuals using

telecommunications. You will answer the calls in an efficient and courteous

manner using organisational standards and protocols. This will involve triaging

patient calls using the appropriate Pathways System.

Communicate effectively in a

healthcare environment with colleagues as well as callers to the IUC / NHS 111

service. You will need to adjust the way you communicate to fit their knowledge

and deal with callers with empathy and understanding. You will accurately

record and check or amend details on the call logging computer system.

Direct requests for assistance,

care or treatment using protocols or guidelines by signposting patients/callers

to the most appropriate care/service using the Directory of Services where

appropriate, guided by Pathways. This includes making judgements around what

may or may not be significant changes in a patients condition. This may involve

recognition and appropriate response to emergency situations.

Support the safeguarding of

individuals following local protocols and standards. Relate to others in ways

which support rights, inclusion and wellbeing of individuals, supporting

individuals to keep themselves safe.

Contribute to the effectiveness

of teams. Work as part of a multidisciplinary team, actively contributing to

service improvements where appropriate. Assist new members of staff. Assist in

general administrative and clerical duties. Provide cover for sickness, bank

holidays, and annual leave of other health advisors. Work flexibly across sites

as required by the service.

Act within the limits of your

competence and authority, i.e. work to Pathways competencies and adhere to

local protocols and procedures.

Make sure your actions reduce

risks to health and safety by maintaining a tidy office/call centre at all

times, cleaning equipment before use and supporting the maintenance of

equipment by reporting any faults as per local procedures. Adhere to health and

safety policies and report incidents and risks identified through Datix or via

line manager.

Comply with legal requirements

for maintaining confidentiality by maintaining strict confidentiality of all

issues concerned with the service. Adhere to requirements of the Data

Protection Act 1984, information governance and Caldicott Principles.

Foster peoples equality,

diversity and rights by being proactive against discrimination.

Make use of supervision.

Participate in regular supervision in line with local guidelines in order to

continually improve your performance and gain support following difficult

calls.

Develop your own knowledge and

practice, which includes reflecting on your practice, and taking opportunities

to improve your practice and apply learning in the workplace.

Ensure personal fitness for work

presenting a positive image of self and the organisation. Maintain professional

conduct including appearance at all times.

NB there is scope to add a

Pathways coaching function to this role once the health advisor has gained

experience in their role and is keen to support development of others. The

additional competences would be.

Undertake coaching or mentoring

with new health advisors to support them in the IUC / NHS 111 call centre and

their use of Pathways. This would require additional training to gain

accreditation as an NHS Pathway coach or other Clinical Decision Making System

equivalent.

Probationary periods

All staff new to the

organisation are required to undertake Pathways training. Continuation in the

role is dependent upon successful completion of training.

Equality and diversity

All staff have a role to play in

supporting and championing equality and ensuring that our workplace and the

services we deliver are free from discrimination. This includes delivering the

organisations obligations as they are set out within the Equality Act and

Public Sector Equality Duty, which means not only ensuring equal opportunities

for staff and service users, but also ensuring that patients have equal access

to NHS services and that health inequalities are reduced across all protected

characteristics.

Treating people equally may mean

treating people differently or more favourably, in order to ensure equal access

for example, by giving staff with dyslexia more time to sit tests, or by giving

people with learning disabilities longer appointments. All staff must ensure

that they have the skills, knowledge and competences outlined within the

competency framework to ensure that their practice and the care they provide

meets the needs of all individuals with protected characteristics, where

appropriate taking account of cultural or language needs, respecting difference

and taking action to reduce health inequalities.

All employees must be aware of

their obligations and to abide by the spirit and nature of these requirements

to avoid direct and indirect discrimination, instead championing equal access

to health and care outcomes.

Practice Plus Group operates a

system of individual performance review/appraisal for the purpose of agreeing

performance objectives and discussing development needs in line with

requirements of service need in the operational plan.

All members of staff are

required to work in accordance with their professional groups code of conduct

(e.g. NMC, GMC, HPC).

This job description is intended

as a basic guide to the scope and responsibilities of the post and is not

exhaustive. It will be subject to regular review and amendment as necessary in

consultation with the post holder.

You may not without the consent

of Practice Plus Group engage in any outside employment and in accordance with

Practice Plus Group Conflict of Interest Policy you must declare to your

manager all private interests, which could potentially result in personal gain

as a consequence of your employment position in Practice Plus Group. Interests

that might appear to be in conflict should also be declared.

Criminal Records Bureau

It is a requirement of this

position that a Criminal Records Bureau disclosure at the enhanced level is

undertaken.

The post holder is required not

to disclose such information, particularly that relating to patients and staff.

All employees are subject to the Data Protection Act 1998 and must not only

maintain strict confidentiality in respect of patient and staff records, but

the accuracy and integrity of the information contained within. The post holder

must not at any time use personal data held by Practice Plus Group for any

unauthorised purpose or disclosure such as data to a third party.

You must not make any disclosure

to any unauthorised person or use any confidential information relating to the

business affairs of Practice Plus Group, unless expressly authorised to do so

by Practice Plus Group. Further guidance on confidentiality is contained within

Practice Plus Group Information Security Management System (ISMS).

The post holder must at all

times respect the confidentiality of information in line with the requirements

of the Data Protection Act and the companys ISO27001 accreditation. This

includes, if required to do so, obtain, process and/or use information held on

a computer in a fair and lawful way, to hold data only for the specified

registered purposes and to use or disclose data only to authorized persons or

organizations as instructed.

Education and Training

Personal continuing professional

development is encouraged and an annual appraisal system is in place to discuss

CPD and ongoing objectives.

The post holder is required at

all times to carry out responsibilities with due regard to Practice Plus Group

Equal Opportunities Policy and to ensure that staff receive equal treatment

throughout their employment with Practice Plus Group.

As an employee of Practice Plus

Group, the postholder has a duty under the Health and Safety at Work Act 1974,

to: -

Take reasonable care of the

health and safety of themselves and all other persons who may be affected by

their acts or omissions at work.

Co-operate with their employer

to ensure compliance with Health and Safety legislation and the Health and

Safety policies and procedures of the treatment centre, not intentionally or

recklessly interfere with, or misuse, anything provided in the interests of

health, safety, or welfare, in pursuance of any of the relevant statutory

provisions.

All members of staff have a

responsibility to report all clinical and non-clinical accidents or incidents

promptly and when requested to, co-operate with any investigation undertaken.

This list of duties and

responsibilities is by not exhaustive and the post holder may be required to

undertake other relevant and appropriate duties as reasonably required.

This job description is subject

to regular review and appropriate modification.

What we'll look for in you

Ability to manage difficult or

distressed patients, especially in high-pressure situations.

Ability to explain medical

instructions and guidance in an easy-to-understand manner.

Good judgement skills to assess

patient conditions and provide accurate advice.

Meticulous in documenting and

ensuring accurate patient information is provided.

Capable of managing multiple

cases and prioritizing urgent calls.

Computer and IT software

literate.

and Maths (or equivalent).

Were proud to be one of Englands

leading independent NHS providers, revolutionising Integrated Urgent Care (IUC)

with a fresh, innovative approach. We bring together NHS 111 call centres,

clinical assessment services, and urgent care to ensure patients get the right

care at the right time, in the right place. We treat everyonepatients and

colleagues alikehow wed want to be treated, and we are always striving to do

things better, together. We embrace diversity and work as one big team to

create a high-quality, caring experience for all.

For more information, please

email Natalieon natalie.wilke@practiceplusiuc.com

Candidates are required to have

full eligibility and unrestricted right to work in the UK. We are unable to

offer sponsorship for this position. All offers of employment are contingent

upon the receipt of satisfactory references and a DBS check

Qualifications

Desirable: - Call Centre experience