From our offices in
Newburn, Newcastle Upon Tyne and Hebburn, South Tyneside,
NEAS operate the 999, 111 and Patient Transport Services
(PTS) for our geographical area.
Our call takers are the first point of contact with patients in
need of front line medical care or transportation and, as you can
imagine, this is not like your usual contact centre. While not
every 999 or 111 call you deal with is a life threatening emergency
our call takers have to utilise a medical assessment tool (NHS
Pathways), their excellent communication, questioning and problem
solving skills to assess patient need and provide the relevant
level of medical assistance.
Our 999 and 111 call taking operations can be very rewarding in
busy and pressured environments. We are open 24/7 365 days of the
year. Call takers respond to a high volume of calls and requests
from the public, they handle extreme situations to basic and simple
issues our callers have. They can be explaining to a caller how to
give CPR (Cardiopulmonary Resuscitation) to someone who has
collapsed one minute and explaining to a mother how to deal with
nappy rash the next.
Our call takers have to remain calm in challenging
circumstances, accurately recording patient information into
computer systems whilst reassuring callers and offering practical
support. Call takers must be able to make decisions, respond
quickly to requests and multi-task.
As a team player, you will have a good aptitude for computer
based systems and the ability to deal with and work with people in
a busy and demanding environment.
Full training and mentoring will be given, following which you
will be able to utilise the assessment tool to evaluate and direct
patients to the most appropriate healthcare provider, which may
include asking them to make their own way to hospital or refer them
to another healthcare professional or provide an ambulance
Available 8am to 7pm and handle calls from the public,
doctors, care homes, hospitals and other medical providers,
providing an excellent service planning and arranging thousands of
journeys on PTS transport daily for those people who cannot make
their own way to hospital appointments, their regular customers
include cancer and dialysis patients. Full training and
mentoring will be provided.
The Clinical Team support the operation of the 'NHS Pathways'
telephone triage assessment system within the contact centre.
They work directly alongside non clinical 'emergency service call
takers' and act as mentors and preceptors to complement the
existing skill mix within the contact centre.
Utilising excellent interpersonal skills to ensure
that quality and performance remain the focus and that high quality
patient care is delivered and maintained. The team use professional
judgement during telephone consultations, and demonstrate a level
of skill and knowledge whilst acting as a role models to contribute
to the overall performance of the contact centre.
All posts will include working
out-of-hours and weekends/bank holidays.
Below, some call takers share their experiences of working in
our call centre including their training.
Call Taker 1 Case Study
Taker 2 Case Study
Call Taker 3 Case Study