1. Welcome

2. NHS Direct Nurse Advisor
Is this the job for me?
Working at NHS Direct is very different from working anywhere else in the health service
We do not train our new recruits to be nurses, but to use their nursing skills in a different way
The following slides will challenge you, they are not meant to be off putting, rather to tell it as it is, so there are no surprises for new staff and also show that we understand what you will be feeling and that you will be supported

3. Questions to ask yourself!
Am I competent in using a computer?
Am I flexible?
Am I committed?
Can I work well under pressure?
Can I deal with stressful situations?
Can I use critical thinking’?
Do I thrive in a fast-changing environment?
Am I a team player?
Do I strive to continuously improve my performance?
Do I want to provide a quality service?

4. Using a computer
You must be able to use a computer, feel confident in opening and closing programs, accessing and using and the intranet
You do not need to be a touch typists
Once someone has been successful in interview and assessment and had a provisional job offer, support can be given re IT skills (Elite basic IT skills and e-type) if requested before staff commence employment

5. Am I flexible?
We are a 24-hour service and are busiest in the evenings/weekends/bank holidays (out-of-hours)
Shift times and patterns are different to hospitals, we need staff on duty when calls come in
You will be rostered to meet the needs of the service

6. Can I work well under pressure?
At busy times calls are transferred continuously to nurses
You will have targets to meet, which will be explained to you by your manager
We pride ourselves on delivering an excellent, safe service with the correct outcomes for our callers, at times this is challenging so we need staff who are committed to work with us to achieve this
In line with the rest of the NHS we have to work to targets, these are set by our commissioner the East of England Health Authority, and include things like how quickly we answer calls, return calls to patients and outcome
We have financial penalties if we don’t achieve our targets from our commissioner
This means a greater focus on performance management than possibly
in other parts of the NHS
However new staff are given time to develop their competencies on
using the system and supported to do this

7. Types of calls
You will need the ability to “switch” from one speciality to another
As well as general calls you will get specific calls about :
Mental Health
Suicidal calls
Paediatric calls
But you will receive specialist training in dealing with these

8. Can I use critical thinking?
You must be able to:
Not jump to conclusions
Not make assumptions
Reflect on your actions
Analyse and evaluate information
Consider is my outcome the right one for the patient rather than what the patient wants?

9. Do I thrive in a fast-changing environment?
Our system is constantly being reviewed and updated to take account of the latest research and evidenced based practice, the whole of the NHS is embarking on a period of change and we will be included in this
This may include:
System changes / upgrades
Changes to type of calls received
Changes to way calls are dealt with
Different models for different services
Introduction of new services
Continuous new guidance / procedures being introduced
You will be supported through these changes and given training as required

10. Am I a team player? Working with others supporting them
Considerate of others, keeping workstations clean and tidy, we hot desk
Covering for breaks
Swapping shifts

11. Do I strive to continuously improve my performance?
Do you want to improve and always give your best performance
We want staff who are willing to improve, take on new challenges and keep themselves up to date
Are you able to accept and act on constructive criticism and feedback from team leaders/colleagues
Are you able to learn from mistakes
Are you able to Identify your own areas for development and want to develop them

12. Do I want to provide a quality service?
Do you:
Take a pride in your work
Want to provide the best service for the patients
Care about what you’re doing
One measure of quality is by using call reviews, and each nurse will have 4 calls reviewed each month, with feedback given

13. Answered “Yes” to all these questions?
Then this is the job for you!!

14. Training
Two weeks classroom training; learning how to use our systems and your nursing skills in a different way
Then its three weeks supported practice, a transition from the classroom to independent practice whilst being supported by experienced nurses

15. Assessment milestones
Classroom – achieving success in skills functionality & achieving a safe practice call ire showing us you can use the system
Week 1 supported practice – achieving three consecutive safe/satisfactory calls
Week 2 supported practice – achieving five safe/satisfactory calls out of eight, plus achieving satisfactory results in two generic call reviews
Week 3 supported practice – achieving sign off by manager