Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We have various Part-Time vacancies for Dental Triage Nurses working in our Contact Centres responding to dental patients by providing clinical assessment & advice over the phone.
The Dental Service provides a 24 / 7 service to patients aged over 5 experiencing urgent dental issues providing advice & support over the phone.
Hourly Rate: £15.22 per hour in hours & £16.22 per hour out of hours.
(In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)
Location: Unit 2, Bradley, Huddersfield, HD2 1GQ and / or Lexicon House, Wilmington Grove, Leeds, LS7 2BQ (Please note if successful for Lexicon working from Bradley may be required during the training period)
Shifts Available (minimum shift requirement of 16 hours per week): Please see attached shift patterns
Main duties of the job
Dental Triage Nurses are based in the contact centre and are required to respond to dental patient calls transferred from NHS 111 in a professional and timely manner, in line with all relevant protocols / procedures and key performance indicators for the service.
They will provide evidence based clinical assessment, prioritisation and advice over the telephone working within clinical capabilities and competencies and in line with the NHS Pathways Dental Module.
They will identify those patients appropriate to be booked into urgent dental care appointments and prioritise need, taking into account patient circumstances / preferences as appropriate.
They will ensure that patients who are not appropriate to be booked into an urgent dental care appointment are provided with relevant information regarding self‑care and/or finding a regular dentist.
About us
We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together.
Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk‑in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.
Benefits of working for Local Care Direct:
* Employee Assistance Programme
* Modern working environment with a positive atmosphere
* NHS Pensions
* NHS Discounts (Blue light card)
* Various hours available in a 24 / 7 environment
* Health & Wellbeing group to support staff
* Supportive and Friendly teams
* Annual Awards focused on raising money to support a local charity
Job responsibilities
Job Purpose:
1. To respond to dental patient calls transferred from NHS 111 in a professional and timely manner, in line with all relevant protocols/procedures and key performance indicators for the service.
2. To provide evidence based clinical assessment, prioritisation and advice over the telephone working within clinical capabilities and competencies and in line with the NHS Pathways Dental Module.
3. To identify those patients appropriate to be booked into an urgent dental care appointment and prioritise need when booking into an appointment, taking into account patient circumstances/preferences as appropriate.
4. To ensure that patients are given correct information relating to exemption from payment of dental charges.
5. To ensure that patients who are not appropriate to be booked into an urgent dental care appointment are provided with relevant information regarding self‑care and/or finding a regular dentist using the Directory of Services (DOS) and/or the NHS Choices website.
6. To strive to improve performance and quality as needed, in line with Local Care Direct (LCD) clinical governance and performance review policies/procedures.
KEY PRINCIPLES
Clinical:
1. Assess clinical risk on behalf of dental patients as part of an initial telephone‑based assessment.
2. Undertake an assessment using approved clinical assessment tools plus evidence‑based protocols and guidelines together with professional judgement.
3. Identify promptly any patient with an apparent medical need and effect a prompt warm transfer to the NHS 111 Integrated Urgent Care provider.
4. Ensure that any patient who may have taken an excess of pain relief medication is dealt with appropriately and that such patient is passed for medical assessment promptly.
5. Process calls whilst providing a professional, courteous and efficient telephone service consistent with standards/protocols specified for telephone triage in respect of patients seeking assistance via NHS 111.
6. Triage all calls effectively, giving appropriate self‑care or other advice as necessary.
7. Use critical thinking and effective communication skills to assess patient need, taking account of relevant cultural, social and economic factors in a respectful and non‑judgemental manner.
8. Identify and use appropriate information sources to support and underpin clinical decision making.
9. Aim to book a patient with an emergency or urgent dental care disposition into an appropriate and timely dental appointment, taking account of individual patient circumstances plus their access to a regular dentist.
10. For patients not eligible for an urgent dental care appointment, or where there is no appointment readily available, provide appropriate self‑care advice as needed ensuring that patients have a safe and consistent outcome together with information on how to find a regular dentist if necessary.
11. Accept responsibility and accountability for managing own workload, risk assessment and risk management, whilst also working effectively as a team member.
12. Provide reliable clinical advice that is based on current evidence and best practice.
13. Conclude the episode to the satisfaction of the patient or their representative.
14. Document accurate and contemporaneous records of telephone triage outcomes.
Personal:
1. Show evidence of effective decision‑making.
2. Manage time and resources effectively and appropriately.
3. Communicate effectively with patients/their representatives and other agencies as required.
4. Develop effective interpersonal relationships with others in the CABS team.
5. Demonstrate effective performance within a team environment.
6. Develop own skills/competencies through education, training and development activities relating to current and future demands of the role or when requested to do so.
7. Be prepared to work on a flexible basis as required to assist in service delivery.
Quality:
1. Provide a safe and effective service, meeting key performance indicators as appropriate.
2. Understand and observe professional and national guidelines on confidentiality.
3. Use professional knowledge, skills and experience to the maximum benefit of the caller.
4. Work as a member of the CABS team to improve performance and quality.
5. Participate in organisational clinical governance and performance review procedures.
Communication
1. Manage calls in a professional and reassuring manner adapted to individual need, using tact and empathy across a range of calls some of which will be challenging due to emotive circumstances or caller aggression.
2. Utilise translation services where language barriers are present or other relevant means of communication for non‑hearing patients.
3. Utilise communication skills tone negotiate with and provide support to patients who are non compliant with the assessment outcome.
4. Actively communicate with the Shift Supervisor and other CABS team members, plus other agencies as necessary, to assist service delivery.
Education, Training and Development
1. Demonstrate a broad understanding of the NHS and in particular the NHS 111 patient pathway plus key performance indicators relating to CABS.
2. Attend mandatory/other relevant training courses and ensure ongoing awareness of relevant clinical or other service updates.
3. Take responsibility and accountability for own professional development and performance, maintaining a portfolio in accordance with General Dental Council registration requirements to demonstrate personal & professional development/achievements.
4. Identify personal/professional development needs in line with service requirements and agree periodic objectives with the relevant clinical manager.
5. Participate in regular performance review of progress/achievements and identify areas of need for professional development to meet service and personal objectives.
6. Support new dental triage nurses in their development and participate in training and supervision as required, to help new staff develop and achieve role competencies.
General
1. To be willing to work flexibly to support the needs of the service.
2. At all times to carry out duties and responsibilities in line with LCD policies: Confidentiality; Data Protection Act; Equal Opportunities; Health & Safety.
3. To inform senior colleagues of any factors affecting service delivery at the time that an issue is highlighted and take any necessary action as a result.
4. To undertake any other duties, role and responsibilities commensurate with the nature and grading of the post or as reasonably requested.
COMMUNICATIONS & RELATIONSHIPS
To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
To promote effective cross‑functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.
To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.
PATIENT CARE
To ensure that the quality of patient care is firmly at the centre of the organisation's objectives and vision.
To ensure the management and monitoring of the highest standards or safety and quality in the delivery of health care and related services, and manage risk within Local Care Direct.
FINANCIAL RESOURCES
To ensure financial policies and procedures are maintained and the budget is adhered to and that best value from money is achieved.
CONFIDENTIALITY
To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.
TRAINING
To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.
INFECTION PREVENTION AND CONTROL
Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare‑associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.
SAFEGUARDING
Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the company's Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
MANAGING SELF
Ensure that relevant professional practice is evidence based and current.
Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.
Ensure that mandatory training is up to date and participate in training as appropriate.
Effectively utilise time management, organisational, co‑ordination and if required - management skills.
Identify own professional development needs through the Personal Development Review process (PDR).
The main duties and responsibilities shown here are not exhaustive and the post holder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.
Person Specification
Skills/Knowledge
* Effective communication skills: verbal, written and non‑verbal.
* Good assessment & decision‑making skills.
* Self‑motivated team worker. Understanding of primary and secondary dental care services.
* Able to manage time and workload in order to meet performance standards.
* Aware of impact of change on self, the team and the service.
* Up-to-date knowledge of health agenda (local and national). Understanding of how to deal with difficult or vulnerable patients. Previous experience in relation to the NHS111 dental patient pathway.
Qualifications
* Dental Nurse or other Dental Professional currently registered with the General Dental Council, with at least 5 years post registration experience.
* Additional qualifications relevant to primary dental care.
Personal
* Professional.
* Self‑motivated.
* Team player.
* Calm & empathetic.
* Decisive.
* Flexible
Experience
* Experience of working in a primary or secondary dental care setting. Evidence of continuing personal/ professional development.
* Experience of telephone triage.
* Experience of using NHS Pathways and DOS.
* Experience of working in an urgent dental care or Community Dental Service setting.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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