Remote Monitoring Clinical Support Worker

Role Summary: The NHUC Remote Monitoring Service provides two interlinked services across North and Mid Hampshire; a proactive level 2 remote monitoring service that consists of the long term monitoring of patients with moderate/severe frailty and identifying deterioration earlier to promote community management. The service also provides a level 3 short term intensive monitoring for acute respiratory infections and exacerbations of respiratory chronic diseases. This is a rapidly expanding area of clinical care in line with the NHS England strategic direction with the shift of care into the community and supporting proactive, not reactive care. Working under the supervision of a registered clinician, the post holder will work as part of a team of clinicians providing the service, reviewing monitoring data, having regular contact with patients, identifying changes in condition and escalating concerns in line with agreed protocols. The role will contribute to safe clinical care, patient engagement and the effective running of the service. As a new service, the role will evolve as it develops, however initial daily tasks are envisaged to be the following: - Level 3 daily caller contact - Level 3 daily administrative tasks - Answering inbound calls received into the service and messages received through the digital platform - Responding to digital platform Amber alerts, contacting service users, following protocols to provide self-care advice or escalate care to colleagues as required - Responding to missed service user submissions - Level 2 service user onboarding - Support with wider NHUC functions as time allows, such as supporting our Clinical Assessment Service Co-ordinator and completing IUC patient safety calls Main Duties and Responsibilities: • Monitor patient data from a digital remote monitoring system, including questionnaire responses and observations submitted onto the platform • Maintain regular telephone and digital contact with patients to support engagement and wellbeing, and investigate amber alerts received • Support with patient onboarding onto the digital platform • Identify deviations from normal parameters and escalate concerns promptly using agreed pathways and protocols • Support patients to use monitoring equipment and digital platforms effectively • Provide basic health education and self-management support within agreed protocols • Recognise safeguarding concerns and escalate in line with organisational policy • Promote patient dignity, privacy and person-centred care at all times • To work collaboratively with the Clinical Head of Service Primary Care, Remote Monitoring Service Manager, and other service Clinicians and Clinical Support Workers. • To maintain accurate and contemporaneous records, utilising electronic systems and consider the Caldicott Principles in relation to all data handling. • Professionally respond to messages and telephone calls received by the service, closing queries where appropriate and escalating those that cannot be personally resolved or trigger escalation within agreed protocols. The Remote Monitoring Service will be run by North Hampshire Urgent Care working alongside other key external stakeholders. Governance Structures will be determined by North Hampshire Urgent Care. Within this structure, this role will be expected: • To understand and comply with patient confidentiality as per Caldicott Guardianship Guidelines • To undertake and comply with Data Protection Issues • To undertake and comply with mandatory training as required • To have a working knowledge of and comply with all organisational policies, procedures, and guidelines • Participation in team meetings to discuss patients on the Remote Monitoring service as required Communication & Confidentiality: • Communicate effectively with patients, carers and the multidisciplinary team using telephone and digital systems • Provide clear, accurate and timely information to support patient care • Escalate clinical concerns, risks and incidents appropriately • Maintain professional communication standards in all interactions • While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately • In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, staff, and other healthcare workers. All such information from any source is to be regarded as strictly confidential • Information relating to patients, carers, colleagues, other healthcare workers may only be divulged to authorised persons in accordance with policies and procedures relating to confidentiality and the protection of personal and sensitive data Health & Safety: • The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Health & Safety Policy, to include: • Using personal security systems within the workplace • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks • Making effective use of training to update knowledge and skills • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards • Reporting potential risks identified Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: • Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Service procedures and policies, and current legislation • Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Quality: The post-holder will strive to maintain quality within the service, and will: • Alert other team members to issues of quality and risk • Assess own performance and take accountability for own actions, either directly or under supervision • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance • Work effectively with individuals in other agencies to meet patients needs • Effectively manage own time, workload, and resources. The nature of our business and the changing needs of the National Health Service mean that you must be flexible in your approach to your work to provide service to our patients, and that the obligations upon you will inevitably vary and develop. Job description Job responsibilities Role Summary: The NHUC Remote Monitoring Service provides two interlinked services across North and Mid Hampshire; a proactive level 2 remote monitoring service that consists of the long term monitoring of patients with moderate/severe frailty and identifying deterioration earlier to promote community management. The service also provides a level 3 short term intensive monitoring for acute respiratory infections and exacerbations of respiratory chronic diseases. This is a rapidly expanding area of clinical care in line with the NHS England strategic direction with the shift of care into the community and supporting proactive, not reactive care. Working under the supervision of a registered clinician, the post holder will work as part of a team of clinicians providing the service, reviewing monitoring data, having regular contact with patients, identifying changes in condition and escalating concerns in line with agreed protocols. The role will contribute to safe clinical care, patient engagement and the effective running of the service. As a new service, the role will evolve as it develops, however initial daily tasks are envisaged to be the following: - Level 3 daily caller contact - Level 3 daily administrative tasks - Answering inbound calls received into the service and messages received through the digital platform - Responding to digital platform Amber alerts, contacting service users, following protocols to provide self-care advice or escalate care to colleagues as required - Responding to missed service user submissions - Level 2 service user onboarding - Support with wider NHUC functions as time allows, such as supporting our Clinical Assessment Service Co-ordinator and completing IUC patient safety calls Main Duties and Responsibilities: • Monitor patient data from a digital remote monitoring system, including questionnaire responses and observations submitted onto the platform • Maintain regular telephone and digital contact with patients to support engagement and wellbeing, and investigate amber alerts received • Support with patient onboarding onto the digital platform • Identify deviations from normal parameters and escalate concerns promptly using agreed pathways and protocols • Support patients to use monitoring equipment and digital platforms effectively • Provide basic health education and self-management support within agreed protocols • Recognise safeguarding concerns and escalate in line with organisational policy • Promote patient dignity, privacy and person-centred care at all times • To work collaboratively with the Clinical Head of Service Primary Care, Remote Monitoring Service Manager, and other service Clinicians and Clinical Support Workers. • To maintain accurate and contemporaneous records, utilising electronic systems and consider the Caldicott Principles in relation to all data handling. • Professionally respond to messages and telephone calls received by the service, closing queries where appropriate and escalating those that cannot be personally resolved or trigger escalation within agreed protocols. The Remote Monitoring Service will be run by North Hampshire Urgent Care working alongside other key external stakeholders. Governance Structures will be determined by North Hampshire Urgent Care. Within this structure, this role will be expected: • To understand and comply with patient confidentiality as per Caldicott Guardianship Guidelines • To undertake and comply with Data Protection Issues • To undertake and comply with mandatory training as required • To have a working knowledge of and comply with all organisational policies, procedures, and guidelines • Participation in team meetings to discuss patients on the Remote Monitoring service as required Communication & Confidentiality: • Communicate effectively with patients, carers and the multidisciplinary team using telephone and digital systems • Provide clear, accurate and timely information to support patient care • Escalate clinical concerns, risks and incidents appropriately • Maintain professional communication standards in all interactions • While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately • In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, staff, and other healthcare workers. All such information from any source is to be regarded as strictly confidential • Information relating to patients, carers, colleagues, other healthcare workers may only be divulged to authorised persons in accordance with policies and procedures relating to confidentiality and the protection of personal and sensitive data Health & Safety: • The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Health & Safety Policy, to include: • Using personal security systems within the workplace • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks • Making effective use of training to update knowledge and skills • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards • Reporting potential risks identified Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: • Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Service procedures and policies, and current legislation • Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Quality: The post-holder will strive to maintain quality within the service, and will: • Alert other team members to issues of quality and risk • Assess own performance and take accountability for own actions, either directly or under supervision • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance • Work effectively with individuals in other agencies to meet patients needs • Effectively manage own time, workload, and resources. The nature of our business and the changing needs of the National Health Service mean that you must be flexible in your approach to your work to provide service to our patients, and that the obligations upon you will inevitably vary and develop.