About this role
Job summary
Are you passionate about supporting patients and making a real difference to their care?
North Hampshire Urgent Care is looking for compassionate and motivated Clinical Support Workers to join our Remote Monitoring Service. This is an exciting opportunity to be part of an innovative team delivering proactive care to patients in their own homes through digital technology and regular patient contact. NHUC has been delivering a Level 3 virtual ward across North and Mid Hampshire for over 5 years and is expanding to start a Level 2 proactive service across Hampshire and Isle of Wight.
The service operates 7 days a week between 08:00 and 20:00, ensuring patients receive timely support when they need it most. We are recruiting full-time, part-time and zero-hours staff who can work flexibly across the full operating hours, from our Head Office in Farnborough. This will include a mixture of weekday, weekend and bank holiday shifts, offering a range of working opportunities.
If you are an enthusiastic team player with excellent communication skills and a commitment to delivering high-quality patient care, we would love to hear from you. Join us in shaping this innovative service and helping patients remain safe, independent and supported in their own homes.
This is initially a fixed term position until 31/08/2028.
Interview: 25th November, in person at our Head Office location in Farnborough
Please note, we may close this advert early if we receive a high number of applicants.
Main duties of the job
Please note, this is NOT a remote position.
Working under the supervision of experienced clinicians, you will be a key member of the Remote Monitoring Team, supporting patients through regular telephone and digital contact, reviewing monitoring information and helping ensure patients remain engaged with their care.
You will:
Support patients enrolled on the Remote Monitoring Service through regular telephone contact. Review information submitted through our remote monitoring platform and respond to amber alerts in line with agreed protocols. Escalate concerns promptly to clinicians when patients may require further assessment. Assist with onboarding patients onto digital monitoring systems and support them to use equipment confidently. Provide basic health education and self-management advice within agreed protocols. Handle inbound calls and messages professionally and sensitively. Maintain accurate electronic records and contribute to the smooth running of the service. Please see the JD for a full list of duties and responsibilities.
About us
NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus.
SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham & Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Surrey & Sussex ICB respectively. We also provide an Urgent Treatment Centre at the front door of Frimley Park Hospital whilst also holding some smaller contacts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home.
TalkPlus provide NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place. TalkPlus offers a range of treatments to people who are experiencing symptoms of stress, anxiety, low mood, depression, panic, phobias or OCD. TalkPlus has care pathways to provide timely treatment for perinatal and military veteran referrals.
NHUC is a Disability Confident registered organisation and are proud to support the Armed Forces community as a signatory to the Armed Forces Covenant.
NHUC is not currently a licensed sponsorship employer. As such, we are only able to progress candidates who can demonstrate an existing right to work in the UK at the time of application.
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.
Person Specification
Knowledge, Communications, Interpersonal and Personal Skills Essential
Good communication skills (telephone, digital and face-to-face) Ability to follow protocols, guidelines and care plans, escalating cases that fall outside of these protocols Ability to prioritise workload and manage multiple patients Proficient in using standard office software (e.g., Microsoft Office, email, databases) Ability to recognise changes in patient condition and escalate appropriately Ability to support patient education and self-management Ability to support service audits or quality improvement activity Compassionate, caring and patient-focussed approach Reliable and organised with attention to detail Ability to work independently under supervision and within a team Adaptable and comfortable working in a digital environment Ability to respond to unwell patients and adapt communication styles to overcome barriers to successful consultation Flexible in approach to the needs of the service and responsive to change Understands and supports principles of equality, diversity, and inclusion in the workplace. Excellent verbal and written communication skills. Ability to work collaboratively, manage time effectively, and maintain professionalism. Ability to build effective working relationships, demonstrate professionalism, and maintain confidentiality. Shows initiative, reliability, and adaptability. Willingness to work flexibly (including weekends) to meet the needs of the service
Desirable
Awareness of, or experience in using remote monitoring platforms
Qualifications Essential
NVQ Level 3 (or equivalent) in Health and Social Care or relevant clinical area Care Certificate (or willingness to complete) Good standard of education (Minimum 5 GCSEs at grade 4 or above) or significant equivalent previous proven experience
Desirable
Additional qualifications in healthcare support Training in remote monitoring or digital health tools
Experience Essential
Experience working in any health or care setting Experience working as part of a multidisciplinary team Experience of using IT systems and electronic records Expert in managing workload in a fast paced and unpredictable environment and escalating when service performance is affected due to demand Experience of performing administrative tasks to a high standard
Desirable
Experience working within urgent care, primary care, same day care or integrated urgent care services Experience working within a Remote Monitoring Service, virtual wards or telehealth services
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.
Employer details Employer name North Hampshire Urgent Care
Address The Meads Business Centre
19 Kingsmead
Farnborough
GU14 7SR
United Kingdom
Employer's website https://www.nhuc.co.uk/ (Opens in a new tab)