Emma Coupe

-Performing telephone triage for patients who contact the NHS 111 service with a view to getting the most appropriate outcome for their needs and signposting them to the most appropriate service, ensuring to adhere to all company policies and striving to maintain KPIs.

-Supporting colleagues on complex calls, when required, to ensure a safe outcome for the patient.

-Liaising with a variety of staff, both clinical and non-clinical, to determine safe assessments and appropriate dispositions.

-Coaching and offering varying levels of support to new colleagues from the start of their journey to the end of their probation.

-Auditing calls for the colleagues under my coaching direction and also for other members of staff, when requested to do so.

-.Validated, calculated and accurately labelled and dispensed prescription medications following standard operating procedures in line with pharmacy law and ethics.

-Provided health advice and sale of medications over the counter.

-Accurately maintained patient records.

-Accurately recorded dispensed/returned controlled drugs, and destroyed controlled drugs in line with standard operating procedures and pharmacy law.

-Maintained good stock control, ensuring correct medication storage.

- Validated, calculated, labelled and dispensed prescriptions following standard operating procedures in line with pharmacy law and ethics.

- Accurately maintained patient records.

- Processed incoming medication orders, checking inventories for supply requirements and reordering stock as necessary.

- Delivered professional advice over the counter, recommending appropriate products and explaining correct application.

- Validating, calculating and accurately measuring methadone for patient on daily collections and supervising consumption of these collections.

- Supervising a community needle exchange in line with NHS guidelines.

- Liaising with both patients and medical professionals to provide a high standard of service.

- Provided tailored smoking cessation advice.

- Maintained an accurate prescription collection and delivery service.

- Ensuring all staff read, understood and followed standard operating procedures at all times in my role as clinical governance lead, and also facilitating how to raise any concerns they may have.