Detailed job description and main responsibilities

To be the first point of contact for all clinical referrals and follow ups  into the Trust via telephone, e-mail , letter or other electronic systems.

Establish the nature of the contact and, under supervision, identify the appropriate assistance required by following the contact centre pathway algorithm.

Manage the referral by searching clinical records, checking details and demographics, amending and updating when required.

Under supervision, screen all referrals against the screening tool, identifying any immediate emergency response, signposting to the right service immediately.

To be competent in the use of the computer based Patient Record clinical systems where patient details are recorded.

Under supervision help determine the most appropriate service for the patient by analysing the information given by the patient/ carer, using judgement, knowledge and questioning skills.

If appropriate pass calls to the Senior  nurse advising the caller of the possible delay.

Extract sufficient information to pass to the Senior Assistant Practitioner / clinical lead, to ensure that the appropriate service is accessed, referring or signposting on to a range of other specialist and third sector services if appropriate.

Liaise/engage with partnership agencies, multi-disciplinary teams and the wider community where appropriate when sign posting on to other agencies as advised by senior staff

Work closely with, support and provide information to service user families/carers, and wider community services that support the service-user care-pathway.

Contribute positively to the achievement of service targets and outcomes.

Support the provision of a flexible 7-day-a-week service.

Compliance with appropriate legislation and  LPFT policies

Feedback from service users and families/ carers

Activities and interventions planned with service users

Feedback from colleagues and other stakeholders regarding collaborative work to support service user and their family/ carer

Compliance with CQC standards

Accurate and appropriate information is recorded within the service user’s clinical notes and/or using the Trust’s clinical information systems

Active contribution to meeting productivity targets