Our Call Handlers

Call Handlers are on shift weekdays until 23:00 hours, and 24 hours on weekends and bank holidays (after 23:00 hours on weekdays the call handling role is covered by the overnight support and shift manager).  They are based at Osprey Court.

Call handler duties include answering the professional line, safety calling patients when demand is high and there are high numbers of clinical advice patients, and managing failed contacts.

Safety calling provides a courteous update for patients who may have to wait a longer than usual time for a call back, but also importantly, allows the call handler to check if the patient’s symptoms have worsened, and expedite them to a clinician if necessary.

Remember: Call Handlers are the first point of contact with our service for external providers using the professional line.  Courtesy and helpfulness are of paramount importance.

All call handlers will be given the support and encouragement to learn new skills and experience, to allow them, if they wish, to develop i.e into the WACC role, after the completion and demonstration of key competencies.

All calls are recorded, and Call Handler audits are carried out bi-monthly to check key competencies are being adhered to, and to provide feedback and opportunities for training.

Our Drivers

Our drivers are more than drivers, they are more like Hosts for our cars. It is the responsibility of  Drivers to make sure the car is prepared, clean and tidy, and fully equipped for the shift ahead.  This includes:

• Carrying out all required checks, e.g medication, equipment, essential car checks
• Supporting the clinician when required or example:
• Offer to accompany the clinician into the address, carry equipment, provide a chaperone etc
• Offer to make phone calls or make contact with the shift manager.
• Use the torch to light the way into the house during periods of darkness.
• Agree a length of time the clinician may be in the house and whether they would like the driver to make contact after a certain amount of time
• Stay contactable to respond to any request for urgent assistance
• Obeying the laws of public highways – there is no exemption because you are driving a marked car
• Adhere to BrisDoc’s safe driving policy
• All scrapes, scratches, dings and dents must be reported, as well, of course, as any more serious accident. BrisDoc encourages honesty and transparency and provides a supportive and nurturing culture.
• Transporting patients
• Ensuring the cars are left in a clean and tidy condition ready for the next Driver

Please remember BrisDoc cars ARE NOT 999 emergency vehicles and should not be driven as such.