To manage and initiate effective and efficient deployment and re-deployment of non-emergency ambulance resources including Patient Transport Service (PTS) Ambulances, volunteer car drivers and Private Ambulances, in response to pre booked hospital appointments and discharges from places of care.
Answer any incoming calls from stakeholders including patients, hospitals, clinics, contact centre and any other relevant Health Care Professionals.
To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
Communicate effectively to relevant stakeholder i.e. patient, relatives, Health Care Professional (HCP) where a delay may occur in transporting a patient.
Manage patients, relatives and the general public in an empathetic, calm and professional manner, treating them with dignity and respect at all times.
To promote and enhance the image of the Trust at all times in accordance with Trust Policy, promoting good relations with the public and other stakeholders.
Liaise with members of the Operational administration and management team as required.
To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.
The Dispatcher is responsible for the guidance, support and supervision of new staff during their training period, influencing their development, training, mentoring and coaching them, and also identifying and explaining AOC/ PTOC policies and procedures.
Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of callers especially in stressful and difficult situations.
To complete safeguarding referrals when necessary, ensuring the protection and safeguarding of vulnerable children and adults.
Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
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