Telephone Triage Practitioner

Telephone Triage Practitioner

The closing date is 11 February 2026

The post holder will undertake telephone triage assessments of patients, in an efficient and effective way, implementing the most appropriate intervention to meet the needs of both the patient using best clinical practice and adherence to Cardiff and Vale policies, procedures and guidelines.

This post is fixed term/secondment for 6 months from the start date to meet the needs of the service. If you are interested in applying for this as a secondment position, you must obtain permission from your current line manager prior to applying for this post

Clinical telephone triage of patients contacting Urgent Care Services within Cardiff and Vale LHB - managed by the CAV 24/7 business unit. Clinicians will be support within this role by using accredited decision support templates. Triage outcomes include self-care advice, attendance for a face-to-face appointment, re-directed to EU, or referral on to other services within the Cardiff and vale Localities. This role will support the MDT approach to patient care within the community setting

Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services.

Together we are committed to improving health outcomes for everyone, delivering excellent care and support.

Our mission "Living Well, Caring Well, Working Together", and our vision is that every person's chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.

Work in accordance with Nursing and Midwifery Council Code of Professional Conduct, Standards for Conduct, Performance and Ethics. Possess strong clinical skills and sound judgement appropriate to Out of Hours Patients demands which will be underpinned by experience and theoretical knowledge. Exercise a high degree of professional autonomy, critical judgement and refer to other members of the multidisciplinary team as appropriate.

To undertake telephone nursing assessment, providing advice and, if necessary, onward referral to the appropriate agency/professional, for people with a wide range of conditions accessing the Out of Hours service. To critically analyse complex information alongside professional skills, knowledge and experience. To negotiate with patients the most appropriate course of action to meet their immediate health needs. To competently and confidentially deal with potential and real emergency situations and initiate emergency care when presented with life-threatening conditions, ensuring an immediate response from the emergency services.

To communicate effectively with all groups and diversity of cultures in a sensitive and empathetic manner, using tact, diplomacy and persuasion. To negotiate effectively, especially when dealing with verbally aggressive callers, people with mental health problems, anxious parents. To provide and receive highly complex and contentious information and have the ability to diffuse potentially emotive situations such as distressed parents, those suffering or caring for the terminally ill.

To have a clear understanding of legal/professional issues surrounding current and future practice especially in respect to Safeguarding Children guidance/Protection of Vulnerable Adults guidance and initiate appropriate action as required. To ensure effective communication with patients and their carers, including the provision of patient education, emotional support and opportunistic health promotion where appropriate. To liaise with external agencies such as Police, Ambulance, Crisis Resolution Team, Health Visitors,…