Upload
phamkhanh
View
218
Download
1
Embed Size (px)
Citation preview
Donor Centre Role Map This role map provides a context to the very important and highly regulated work we do in donor centres. It is an overview of how the roles in the donor centres deliver the end-to-end donor experience. It is not intended to capture every task or step, nor replace the relevant Standard Operating Procedures (SOPs), or your position descriptions. Rather it provides a map of how the roles across the two job families (Nursing and Consulting & Support) work together to ensure our donors generous gift is valued, and their time is respected to process their donations safely and efficiently. Owner: Donor Services Updated: June 2015
2
External legislative
framework: Highly
regulated environment
leading to very
prescriptive work
practices
Internal Frameworks:
To enable us to meet our regulatory requirements while
ensuring our donors generous gift is valued and
their time respected to process their
donation safely and efficiently
Context for work in Donor Centres
cGMP, TGA, CoE all inform the Guidelines for Selecting Blood Donors (GSBD) and Standard Operating Procedures (SOPs)
We value qualified nurses (enrolled and registered) and expect them to meet the standards required by the Professional Practice Framework and the Health Practitioner Regulation National Law
The Blood Service has ensured all of its team members carry out their assigned work according to the SOPs
Nurses in Donor Centres are rarely called on to exercise delegation as outlined in the Nurses Professional Practice Framework
SOPs dictate the work and Skill Coaches and Assessors (SCAs) determine the competency of individuals against the SOPs (no room to delegate)
Once signed off as competent our Code of Conduct clearly holds each person accountable for their own behaviour and actions AND our ‘Managing Deviation’ from SOP process reinforces this
All of this combines to afford our nurses a level of confidence that is often not found in other health settings and means there is minimal opportunity to apply the delegation section of the Professional Practice Framework
What is required is for every nurse to support each of their colleagues when matters are escalated to them AND
For everyone working in Donor Centres to work to the SOPs; as they outline the scope of practice for us all
When in doubt check the SOP and GSBD AND if still in doubt escalate to an RN, Session Leader, Donor Centre Manager or Medical Officer (as the situation demands)
After all we are in the amazing business of collecting enough blood to ensure patients have the blood and blood products they need when they need them.
3
Donor Services Nursing Assistant (DSNA) Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)
Nur
sing
Job
Fam
ily
Key
Acc
ount
abili
ties
You take regular donors through the interview process where a ‘Yes’ answer has a predetermined outcome in the GSBD in line with the direction in the collections SOP. You take an active role in the collection process by monitoring donors through the donation process, removing needles, heat sealing and full involvement in the set up and pack down of apheresis machines. You escalate to a nurse where it is specified to do so and/or when unsure. DSNA Amended Scope As a DSNA with at least six months service and deemed a good performer in your role you have been trained to undertake whole blood and apheresis plasma needle in and the management of mild and moderate donor adverse events (DAEs).
You take regular, new and complex donors through the interview process. You can perform all tasks within the collection process and manage all levels of donor adverse events (DAEs). You respond to DSNAs when they escalate matters to you and adhere to the process.
You take regular, new and complex donors through the interview process. You can perform all tasks within the collection process. You oversee and manage any adverse events. You provide clinical leadership and advice to all team members involved in the collection process. You can supervise plateletpheresis sessions once deemed competent in the plateletpheresis collection process; and you have completed at least 150 apheresis procedures (includes apheresis plasma and/or platelets) and recorded this in mySKILLS under ‘Self-Reported Training’.’.
You take regular, new and complex donors through the interview process. You can perform all tasks within the collection process. In the majority of situations our Session Leaders are RNs, and as such, you provide clinical oversight to the whole donor session, inclusive of overseeing and managing donor adverse events. If a Session Leader is not an RN, an RN will take on the clinical supervision. You coordinate the team and running of the session to ensure the whole team is working well together to ensure the most effective and efficient use of the donor’s time and gift. You may also be 2IC to the DCM.
Donor Centre Service Officer (CSO) Donor Centre Team Assistant (CTA)
Con
sulti
ng &
Sup
port
Key
Acc
ount
abili
ties
As the Centre Service Officer you welcome Donors ensuring they are rebooked and wherever possible converted to apheresis in line with targets. You provide our Donors with exceptional customer service at all times. You provide streamlined administration support to the Donor Centre Manager and Session Leader. You must uphold the privacy and confidentiality of information provided by Donors and the Blood Service at all times. You also prepare food and beverages for Donors and replenish the self-service food bar when required.
As the Centre Team Assistant you conduct and support routine technical procedures ensuring a high level of commitment to safety and quality. You work within clearly defined SOPs with a focus on logistics and service. You ensure the donor floor set up pre session, in session cleaning and end of session close down are completed in line with the required standards. You are responsible for ensuring the required level of critical materials are supplied to the donor floor. You manage the ordering of materials, donor refreshments and stock, ensuring stock levels are maintained to cover required collections without risking stock having to be discarded due to expiry dates. You undertake equipment set up and pack down and checking and consigning duties. You complete the necessary daily routines and technical maintenance of Platelet Analyser and ensure all equipment repairs are booked through the Regional Support team.
Donor Centre Role Map – Key Accountabilities
4
Donor Services Nursing Assistant (DSNA) Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)
Nur
sing
Job
Fa
mily
Key
Tas
ks Back up for CSO or
primary role in centres or on mobiles that don’t have a CSO or CTA.
Fall back in absence of others to provide back up for the CSO.
Fall back in absence of others to provide back up for the CSO.
NA
Donor Centre Service Officer (CSO) Donor Centre Team Assistant (CTA)
Con
sulti
ng &
Su
ppor
t
Key
Tas
ks
Primary role. Responsible for the key activities of welcoming donors, checking their paperwork, rebooking their next donation and apheresis conversion. Matches donor to team member: • Regular, non-complex donors can be allocated to DSNAs, ENs or RNs • First time, return or complex donor assessments need to be allocated to an EN or RN • Reference collections SOP for specific guidelines.
Back up for CSO or primary role in centres or on mobiles that don’t have a CSO.
Donor Centre Role Map – Key Tasks
5
Donor Services Nursing Assistant (DSNA)
Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)
Nur
sing
Job
Fam
ily
Key
Tas
ks
Check Haemoglobin level Yes. Done in interview or in triage area set up in busy times.
Yes. Done in interview or in triage area set up in busy times.
Yes. Done in interview or in triage area set up in busy times.
Yes. Done in interview or in triage area set up in busy times.
Weight Yes Yes Yes Yes
Height (taken at intervals as determined by GSBD)
Yes Yes Yes Yes
Blood pressure Yes. Done in interview or in triage area set up in busy times. Escalate to a nurse if outside limits specified in GSBD.
Yes. Done in interview or in triage area set up in busy times.
Yes. Done in interview or in triage area set up in busy times.
Yes. Done in interview or in triage area set up in busy times.
Pulse (apheresis donors) Yes if trained in how to take a pulse – otherwise can advise a nurse to check pulse once the donor is on the chair. Escalate to a nurse if rate is outside acceptable rate limits specified in the GSBD or if pulse is irregular.
Yes as per GSBD Yes as per GSBD Yes as per GSBD
Donors who complete Section A of DQF or who are specialist Donors (Autologous, Directed or Therapeutic)
No. Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.
Yes. If unsure of any medical questions escalate to Session Leader or Medical Officer.
Yes. If unsure of any medical questions escalate to Medical Officer.
Donors who complete Section B & C of DQF and answer ‘Yes’ to green and orange coded Questions (refer SOP)
Yes . Refer to collection SOP and escalate if unsure or directed to by the SOP.
Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.
Yes. If unsure of any medical questions escalate to Session Leader or Medical Officer.
Yes. If unsure of any medical questions escalate to Medical Officer.
Donors who complete Section B & C of DQF and answer ‘Yes’ to red coded Questions (refer SOP)
No Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.
Yes. If unsure of any medical questions escalate to Session Leader or Medical Officer.
Yes. If unsure of any medical questions escalate to Medical Officer.
Consents Yes for Whole Blood Restrictions on Apheresis Consent (refer SOP)
Yes for all types of collections Yes for all types of collections Yes for all types of collections
Donor Centre Role Map – Key Tasks
Autologous and directed donations: The Blood Service does collect autologous and directed donations, but only where there is a genuine medical indication such as very rare blood group (autologous) or, in the case of directed donation, for conditions such as foeto-maternal alloimmune thrombocytopenia. This is because autologous transfusion is no safer than allogeneic, and pre-operative donation puts the donor at increased risk of iron deficiency and anaemia, and it will increase the likelihood they will need transfusion, including allogeneic transfusion. The policies are on Connect
6
Donor Services Nursing Assistant (DSNA)
Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)
Nur
sing
Job
Fam
ily
Key
Tas
ks
Applying deferrals Yes where the deferral is a result of answering ‘Yes’ to a question that has a predetermined outcome in the GSBD.
Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.
Yes. If unsure of any medical questions escalate to Session Leader or Medical Officer.
Yes. If unsure of any medical questions escalate to Medical Officer.
Identifying, initiating evaluating recalls, and completing recall forms
DSNAs can identify the need for a recall and must then escalate to a nurse for them to initiate, evaluate and complete the recall. Where there is any uncertainty about the need for recall, it must be escalated to a nurse.
Yes, all tasks within the recall SOP. If any complications in relation to the recall or unsure of anything escalate to an RN, Session Leader, or Medical Officer.
Yes, all tasks within the recall SOP. If any complications in relation to the recall or unsure of anything escalate to Session Leader or Medical Officer.
Yes. If any complications in relation to the recall or unsure of anything escalate to Medical Officer.
Whole Blood & Apheresis (Plasma and Platelets) Collections – Regular donors
Monitor and support through donation process including donation completion. All aspects of apheresis machine set up and kit removal. Management of Platelet splitting. Full Blood Count Analyser Management. DSNA Amended Scope: All tasks within the collection process for whole blood and plasma donors.
All tasks within the collection process for all collection types
All tasks within the collection process for all collection types
All tasks within the collection process for all collection types
Whole Blood & Apheresis (Plasma and Platelets) Collections – First time Donors
Monitor and support through donation process DSNA Amended Scope: All tasks within the collection process for first time whole blood and plasma donors, once signed off as competent.
All tasks within the collection process for all collection types, once signed off as competent.
All tasks within the collection process for all collection types, once signed off as competent.
All tasks within the collection process for all collection types
Specialist Donations: Autologous, Directed or Therapeutic
Monitor and support through donation process All tasks within the collection process
All tasks within the collection process All tasks within the collection process
Donor Centre Role Map – Key Tasks
7
Donor Services Nursing Assistant (DSNA)
Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)
Nur
sing
Job
Fam
ily
Key
Tas
ks
Managing reactions at any stage of the donation process (Donor Adverse Events - DAE)
DSNA Amended Scope: Monitor Donors for reactions throughout the collection process. As a DSNA (amended scope) you can respond to mild and moderate donor adverse events (DAEs) as defined in the Managing DAE SOP. Specifically you can: • Manage mild and moderate vasovagal
reactions incl. DAE form completion. The DSNA immediately escalates to a Nurse and supports the Nurse in the management of severe and/or complicated vasovagal reactions.
• Respond to phlebotomy trauma including bruising and haematoma, arterial puncture, extravasation and compartment syndrome, nerve injury or irritation, post-donation thrombosis and phlebitis and thrombophlebitis. The DSNA implements immediate actions as outlined in the Managing DAE SOP and then escalates to a nurse and continues to support them in the management of the DAE incl. DAE form completion.
• Manage apheresis process-related or operator error-induced reactions incl. DAE form completion.
• Manage mild and moderate citrate reactions in line with the Managing DAE SOP incl. DAE form completion. Escalate to a nurse and support them in the management of severe citrate reactions.
Monitor Donors for reactions throughout the collection process. Manage all phlebotomy trauma DAEs and all DAEs and seek support from RNs when required.
Monitor Donors for reactions throughout the collection process. Management and/or supervision of any adverse event.
When on the collection floor be aware of Donors and alert for reactions throughout the collection process. Oversee the management of any adverse events.
Monitoring for reactions in Refreshments (Donor Adverse Events)
If refreshments are within site of donor floor and manage as above
If refreshments are within site of donor floor and manage as above
If refreshments are within site of donor floor and manage as above.
If refreshments are within site of donor floor and manage as above.
Donor Centre Service Officer (CSO) Donor Centre Team Assistant (CTA)
Con
sulti
ng &
Su
ppor
t
Key
Tas
ks Monitoring for reactions
(Donor Adverse Events) If refreshments are within site of reception. If any reaction noted immediately seek the support of a DSNA trained in amended scope or nurse.
If working within the refreshment area be mindful of donors. If any reaction noted immediately seek the support of a DSNA trained in amended scope or nurse.
Food and beverages Prepare and maintain food and beverages and support volunteers in the delivery of service to donors in the refreshment area.
Prepare and maintain food and beverages and support volunteers in the delivery of service to donors in the refreshment area.
Donor Centre Role Map – Key Tasks
8
Donor Services Nursing Assistant (DSNA)
Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)
Nur
sing
Job
Fam
ily
Key
Tas
ks
Session set up Backup if required Backup if required Backup if required NA
Checking & consignment of blood Backup if required. Where there is no CTA, responsibility is shared among nursing job family.
Backup if required. Where there is no CTA, responsibility is shared among nursing job family.
Backup if required. Where there is no CTA, responsibility is shared among nursing job family.
NA
Session pack up • Sign off on session forms
Support Nurses and CTA as required
Support RN and CTA as required
Primary role is to complete session forms. Backup for session pack up
Primary role is to complete session forms. Backup for session pack up
Donor Centre Service Officer (CSO) Donor Centre Team Assistant (CTA)
Con
sulti
ng &
Sup
port
Key
Tas
ks
Session set up: • Interview room set up • Testing equipment in line with SOP • Critical materials batch register • Daily, weekly or monthly checking of equipment in line
with SOP • Ensure that collection materials and supplies are
appropriately stocked and available on the Donation Floor throughout the session
Support as required Primary role
Checking & consignment of blood • Done in batches & covers:
• NBMS update • Checking of paperwork & samples • Packing & shippers
NA Primary role
In session support: • Daily, weekly or monthly cleaning checks in line with
SOP • Daily, weekly or monthly checking of equipment in line
with SOP • Stores ordering • Temp. control checks
Support CTA as required
Primary role
Session pack up • Reconciliation of daily collection labels • Daily, weekly or monthly checking of equipment in line
with SOP • Contaminated waste removal • Equipment shut down
Support CTA as required Primary role
Donor Centre Role Map – Key Tasks
Industrial in confidence – Not for distribution 1
DSNA amended scope of practice –
what’s next?
October 2015
Industrial in confidence – Not for distribution 2
PURPOSE OF AMENDED SCOPE PROGRAM
Industrial in confidence – Not for distribution 3
* Health Workforce 2025 published by Health Workforce Australia (HWA), March 2012 – An Australian Government Initiative
*
Industrial in confidence – Not for distribution 4
Delivering
capability to
collect enough
blood now,
next decade
and beyond
The goal of this initiative
• Become sustainable to ensure our future collection capability Our goal
• Improving flexibility
• Offering opportunity Amended scope is part of the solution
• What has worked well in other regions
• Use support network from WA, NSW, ACT, VIC, TAS, QLD teams
Learning from successes and building on it
The next part of the journey…..
• Briefing team and keeping them informed
Consulting with your teams
Industrial in confidence – Not for distribution 5
DSNA AMENDED SCOPE PROGRAM
Industrial in confidence – Not for distribution 6
What does the amended scope include?
DSNAs who complete the amended scope program can:
Perform phlebotomy for whole blood and plasma collections
Collect venous samples (sample only collections)
Manage mild and moderate vasovagal reactions in line with
the Managing Donor Adverse Events SOP
Escalate to a nurse and support them in the management of
severe and/or complicated vasovagal reactions
Industrial in confidence – Not for distribution 7
Training program – overview
Apply First Aid
Part of Certificate IV
in Pathology
Blood Service Whole Blood Collection
• Refresh of Donor Donation Care
• Performing Whole Blood needle in
• Managing Donor Adverse Events
Blood Service Plasma Cross-Skilling
‘Performing Apheresis needle in’
Chisholm
facilitated
F2F with
internal
Learning and
Development
team
1 to 1 Skills
Coaching in
centre
Consolidate
skills on-the-
job
Learning and
Development
team
/ Haemonetics
F2F
Chisholm
facilitated
1 to 1 Skills
Coaching in
centre
Consolidate
skills on-the-
job
2 days 1 day 5 days 6-8 weeks 1 day 1 day 4.5 days 4 weeks
Certificate IV in Pathology - Chisholm facilitated
• Combination of on-line and face to face learning
• To be completed within six months of commencement of the program
• A fully portable pathology qualification
Industrial in confidence – Not for distribution 8
Whole Blood Collection training – in depth
One day Blood Service facilitator led training covering:
Refresher on Donor Donation Care
Performing Whole Blood needle in (modified nurse training program):
Preparing donor; anatomy antecubital fossa; selecting the best vein;
preparing the site; needle in; collecting samples; labelling samples
and collection pack
Managing mild and moderate Donor Adverse Events in line with the
Managing Donor Adverse Events Standard Operating Procedure
(SOP)
First Aid (part of the Certificate IV in Pathology)
Facilitator led training followed by five days on-the-job one-on-one
coaching and assessment with SCA (minimum 20 successful ‘needle in’
procedures completed prior to assessment) PLUS eight weeks to
consolidate skills.
8
Industrial in confidence – Not for distribution 9
Plasma training – in depth
One day Blood Service facilitator led training covering:
Refresh of plasma Donor Donation Care and plasma policy and
collection process
Performing Plasma needle in (modified nurse training program):
Prepare donor; selecting the best vein; preparing the site; needle in
(using the AV fistula needle); collecting samples; connecting to the
kit; commencing draw; labelling samples and collection pack
Managing mild and moderate Donor Adverse Events in line with the
Managing Donor Adverse Events SOP
Plasma machine operation and basic troubleshooting (pre-requisite
training requirements and post training requirements including site
visit by National Learning and Development (where required) and
Haemonetics)
Facilitator led training followed by four days on-the-job one-on-one
coaching and assessment with SCA (minimum 20 successful ‘needle in’
procedures completed prior to assessment) PLUS four weeks to
consolidate skills.
9
Industrial in confidence – Not for distribution 10
Managing Donor Adverse Events
‘Apply First Aid’ two day program – part of Certificate IV in Pathology
Managing Donor Adverse Events – part of whole blood and plasma
training
eLearning modules:
Phlebotomy – Maximum Volume and Minimum Discomfort
Donor Adverse Events – Phlebotomy Trauma
Donor Adverse Events – Vasovagal Reaction
Industrial in confidence – Not for distribution 11
Managing mild and moderate Donor Adverse Events
• Mild and moderate: DSNAs will be able manage mild and moderate donor adverse events, by
implementing immediate actions as outlined in the Managing Donor Adverse EventsStandard
Operating Procedure and then escalating to a nurse and continue to support them in the management
of the adverse event.
• Severe, delayed, complicated: DSNA immediately escalates to a nurse and supports the nurse in
the management of severe and/or complicated reactions
Classification Description of reaction
Mild A donor experiences symptoms lasting less than 15 minutes without fainting
(loss of consciousness) or seizure
Moderate A donor experiences symptoms lasting at least 15 minutes but less than 1 hour
without fainting (loss of consciousness) or convulsions.
Severe A donor who faints experiencing loss of consciousness for ANY length of time with or
without convulsions (seizures) or pre-faint symptoms that persist for more than 1 hour.
Delayed Donors who experience ANY of the signs and symptoms associated with vasovagal,
pre-fainting and fainting ANYTIME AFTER they have left a Blood Service collection
site.
Events that occur in the refreshment area or bathroom of a Blood Service
collection site are not classified as “delayed”.
There is a high rate of injury associated with delayed reactions as they can
occur without warning up to 6 hours after the donation while the donor is
travelling home, working or driving.
Complicated A donor experiences a fall or incident as a result of a vasovagal reaction causing
injury. E.g. a donor may hit their head as they fall, lacerating their forehead and
fracturing their jaw. These events can occur onsite or offsite.
11
Industrial in confidence – Not for distribution 12
Managing mild and moderate Donor Adverse Events
DSNAs also respond to phlebotomy trauma including:
• Bruising and haematoma
• Arterial puncture
• Extravasation and compartment syndrome
• Nerve injury or irritation
• Post-donation thrombosis
• Phlebitis and thrombophlebitis
DSNAs implement immediate actions as outlined in the Managing Donor
Adverse Event SOP and then escalate to a nurse and continue to support them
in the management of the adverse event.
DSNAs also respond to:
• Apheresis process-related or operator error-induced reactions
• Manage mild and moderate citrate reactions in line with the Managing
Donor Adverse Events SOP. For severe citrate reactions, DSNAs escalate to a
nurse and support them in the donor’s management
• For all other apheresis related donor adverse events, implement the immediate
actions as outlined in the Managing Donor Adverse Events SOP and then escalate
to a nurse and continue to support them in the management of the donor.
12
Industrial in confidence – Not for distribution 13
Overview of the Certificate IV in Pathology
Nationally Accredited Program
• Nationally recognised qualification - Certificate IV in Pathology
• Can act as a pre-requisite for a Diploma of Nursing qualification for those who want to pursue
further study
Course Content - 20 Units of Study (subjects)
• Chisholm Institute has assessed 12 units of study as meeting the criteria for Recognised Prior
Learning (RPL)
• Our DSNAs will end up completing eight units of study (or five if they have completed the Certificate
III in Health Services Assistance program).
• Of the 12 units for which we have received RPL, four specifically relate to phlebotomy:
• Perform blood collection
• Perform intravenous cannulation for sample collection
• Perform blood collection for specialised testing
• Perform specialist and technically difficult collections
Standard of Training set by the Australian Skills Quality Authority (ASQA)
• RPL involves a detailed assessment of the Blood Services training materials, assessment
methodologies and participant learning modules against these national standards
• Chisholm Institute has approved RPL for many of the units of the Certificate IV program as a result
of our standard induction program
• Specifically for blood collection, Chisholm Institute has deemed that we more than meet the national
standard
13
Industrial in confidence – Not for distribution 14
IMPLEMENTATION TIMELINE
Industrial in confidence – Not for distribution 15
Timeline for consultation with staff
15 Oct • Consultation starts with team briefings
w/c 26 Oct
• Team feedback/queries are collated
w/c 2 Nov
• Project team consolidates feedback
w/c 9 Nov
• Managers share outcomes of the consultation process. Inform you if the consultation process needs to be extended based on the input to this point.
• All eligible DSNAs (with 6 months or more service) invited to participate by letter
w/c 16 Nov
• Responses due from DSNAs
w/c 30 Nov
• Training begins
Industrial in confidence – Not for distribution 16
COMMONLY ASKED QUESTIONS
Industrial in confidence – Not for distribution 17
Common questions answered…
Can I take leave during
the program?
Of course, we just ask that
you let us know ASAP so
we can plan the training
program around leave as it
is important to complete
training and consolidation
consecutively
Will the work of DSNAs who
choose not to be trained in
the amended scope change?
No. If a DSNA is not
comfortable or confident
undertaking the amended
scope, then they will keep doing
their current work. Participation
in the amended scope program
is not compulsory.
Industrial in confidence – Not for distribution 18
Common questions answered
How will DSNAs in South
Australia be compensated
for the amended scope of
practice?
DSNAs who choose to take
on the amended scope will
move to Nursing Grade 1
Increment 5 when they
commence day one of their
training.
All other conditions of the
DSNAs employment will
remain as they are.
How will DSNAs in Northern Territory
be compensated for the amended
scope of practice?
DSNAs who choose to take on the
amended scope will be paid a 4%
responsibility allowance until a pay rate is
negotiated into the Enterprise Agreement
(EA) in their region. It is paid on top of
the standard hourly rate of pay and is
payable on all hours worked. It is not
applied to superannuation payments or
any periods of leave. All other conditions
of the DSNAs employment will remain as
they are.
Position Description
Position Title: Donor Services Enrolled Nurse (EN – Div 2 in Vic)
Division: Operations – Donor Services
Location: National
Reports to: Donor Centre Manager
Number of Direct Reports:
Nil
Position Purpose and Context
Position Purpose:
The Enrolled Nurse (EN) role is focused on effectively and efficiently taking donors through the donation process, inclusive of non-standard donations, whilst at the same time adhering to the strict regulations that govern the collection and production of blood and blood products.
Role Context:
Environmental Context
The key focus for the Donor Services team is on maximising the Donor’s generosity and providing a great donor experience. The key role of any Centre is to effectively and efficiently take our donors through the donation process, whilst at the same time adhering to the strict regulations that govern the collection and production of blood. The primary relationships are with our Donors and with the Centre team; thereby making communication and interpersonal skills essential to all roles in a Donor Centre. This role is part of a professional team. The Donor Services Nursing Assistant (DSNA) role may at times hand over tasks requiring nursing experience to an EN. The EN can escalate issues to the Registered Nurse (RN) on duty for help and clinical advice. The RN provides clinical leadership and advice to all team members involved in the donation process.
Level of Expertise (knowledge and skills)
Essential:
• Demonstrated ongoing commitment towards the provision of exceptional service
• Well developed communication and interpersonal skills
• Ability to read, understand and apply written information
• Willingness to work with others to achieve a shared goal
• Willingness to take action and be accountable for their actions and decisions
• Open to new ideas and changing circumstances
• Basic to intermediate computer literacy (word & excel)
• Licensed as an Enrolled Nurse with the relevant Nursing Council/Body and holds a current Annual License Certificate
Desirable:
• Senior First Aid Certificate
• Demonstrated competency in standard blood collection processes
Autonomy in Decision Making
Able to make decisions within the bounds of their role set by the Code of Good Manufacturing Practice – Blood and Tissues (cGMP) and Standard Operating Procedures (SOPs).
Version 1 July 2010
Primary Responsibilities
Ensure all donors
are provided with the
best experience
possible
• Provide a positive experience for all donors by respecting their time and
demonstrating genuine appreciation of their generous gift
• At all times provide our donors with great customer service to the standard
articulated by each Operating Unit
• Conduct complex donor assessments
• Conduct the assessment of first time and return (not donated in the last 2 years)
donors
• Undertake Autologous and Directed donations
• Participate in the resolution of adverse donor reactions quickly and appropriately,
inclusive of first line recovery procedures in the event of donor reaction and initiate
allergic reaction treatment
• Uphold the privacy and confidentiality of information provided by donors and the Blood Service
Actively participate
as a team member
and partner with
your line manager to
ensure your own
development
• Be professionally accountable for own clinical decisions within the scope of practice as defined in the relevant Act
• Fully participate in team meetings, raise issues/concerns and assist with problem solving as required
• Willingly share information and knowledge with peers as required
• Proactively work with your manager to identify development opportunities, agree on a plan of action and execute
• Committed to maintaining competence and ongoing professional and personal development
Efficiently use all resources to achieve collection targets
• Understand the drivers of collection targets across all types of blood collection
• Understand and contribute to the team’s achievement of the Centre’s targets, specifically but not limited to:
o Collection targets o Re-booking rates of donors for their next appointment o Conversion of WB donors to Apheresis/Platelets o Donor throughput time o Reducing wastage
• Participate in Marketing initiatives that enhance donor recruitment and retention
• If involved in the ordering of materials/stock, then ensure that stock levels are maintained to cover required collections, without risking stock having to be discarded due to expiry dates
Ensure that the
regulations
governing blood
collection are
adhered to by
working to
established routine
and procedures
• Adhere to the cGMP
• Strictly follow SOPs across the control points of all collections
• Ensure documentation is completed and entered correctly, within the required timeframe, into the National Blood Management System (NBMS)
• As part of the team, ensure that all materials, equipment and environment meet the specified standards, including temperature control.
Driving Continuous
improvement • Identify opportunities, make recommendations and implement improvements to
processes, systems and work practices.
Occupational Health
and Safety • Comply with Blood Service OHS policy and procedure and meet requirements of
legislative duties.
Risk Management
Each employee is responsible for their own risk management, which will/may include the identification, assessment, and prioritisation of risks. Reporting of risks to the relevant Supervisor/Manager is essential.
Version 1 July 2010
Our Organisational Values are relevant to all positions :
Integrity: We act honestly and ethically at all times.
Safety and Quality: We make safety and quality par of everything we do.
Service: We focus on meeting the needs of patients, the community, customers, donors, stakeholders and colleagues.
Collaboration: We work together to achieve our goals.
Accountability: We take ownership of our actions and behaviours to ensure we achieve our goals.
Excellence: We strive to be the best at what we do.
Behaviours
Demonstrating the Blood Service values
Being self-aware of and managing own behaviour to ensure the best impact on people, and modelling the Blood Service values
Customer Service Focus
Sound customer service focus that can be adapted to apply to our Donors and a willingness to understand and meet their needs
Responsible approach to work
Willingness to accept personal responsibility and be accountable for their actions and decisions. Motivated to achieve and maintain standards of quality as defined by the cGMP
Safety Compliance Desire to adhere to established safety procedures and follow accepted safety practices and procedures
Team work Working co-operatively with others by building and sustaining relationships to achieve a common goal
Integrity Respect the interests of others and maintain a balance between concern for self and accepted business practices
Accepting Diversity Works well with, and is accepting of, people of different ages, gender, race, religion or political persuasion
Empathy Showing insight into other people's needs and feelings and having real concern for other's welfare
Agreement / Acceptance
Signature of Manager: Date:
Print Name of Manager:
Signature of Staff Member: Date:
Print Name of Staff Member:
Position Description
Position Title: Donor Services Nursing Assistant (DSNA)
Division: Operations – Donor Services
Location: National
Reports to: Donor Centre Manager
Number of Direct Reports:
Nil
Position Purpose and Context
Position Purpose:
The Donor Services Nursing Assistant (DSNA) role is focused on maximising our Donor’s generosity and providing a great donor experience. Your role is to effectively and efficiently support the various stages of donor contact and support activities, whilst at the same time adhering to the strict regulations that govern the collection and production of blood and blood products
Role Context:
Environmental Context
The key focus for the Donor Services team is on maximising the Donor’s generosity and providing a great donor experience. The key role of any Centre is to effectively and efficiently take our donors through the donation process, whilst at the same time adhering to the strict regulations that govern the collection and production of blood and blood products. The primary relationships are with our Donors and with the Centre team; thereby making communication and interpersonal skills essential to all roles in a Donor Centre. This role is part of a professional team and will be supported by Enrolled Nurses (ENs) to whom a DSNA can hand over tasks requiring nursing experience. They can also escalate issues to the Registered Nurse (RN) on duty for help and clinical advice. The RN provides clinical leadership and advice to all team members involved in the donation process.
Level of Expertise (knowledge and skills)
Essential:
• Demonstrated ongoing commitment towards the provision of exceptional service – experience in provision of customer service
• Well developed communication and interpersonal skills
• Ability to read, understand and apply written information
• Proven attention to detail and working within strict guidelines
• Willingness to work with others to achieve a shared goal
• Willingness to take action and be accountable for their actions and decisions
• Intermediate computer literacy (word & excel) Desirable:
• Interest in the health sector as demonstrated by either work experience or current area of study (i.e. part-time roles could suit tertiary students in nursing, medicine or other health fields)
• First Aid Certificate
• Certificate III in a health related field
Autonomy in Decision Making
Able to make decisions within the bounds of their role set by the Code of Good Manufacturing Practice – Blood and Tissues (cGMP) and Standard Operating Procedures (SOPs).
Version 1 July 2010
Primary Responsibilities
Ensure all donors
are provided with the
best experience
possible
• Provide a positive experience for all donors by respecting their time and demonstrating genuine appreciation of their generous gift
• At all times provide our donors with great customer service
• Uphold the privacy and confidentiality of information provided by donors and the Blood Service
• Conduct the pre-screening Hb & BP checks
• Conduct standard donor interviews and data entry of donor information (would conduct interviews where the Donor has answered ‘No’ to all questions or where the ‘Yes’ results in a clear outcome in the Guidelines for the Selection of Blood Donors (GSBD))
• As required and suitably trained, collect the appropriate collection materials and take samples
• Support the monitoring of donors during the donation process and ensure needle is safely removed and area appropriately bandaged
• Respond quickly to adverse donor reactions, alerting the RN on duty to the situation
Actively participate
as a team member
and partner with
your line manager to
ensure your own
development
• Fully participate in team meetings, raise issues/concerns and assist with problem solving as required
• Willingly share information and knowledge with peers as required
• Proactively work with your manager to identify development opportunities, agree on a plan of action and execute
Efficiently use all resources to achieve collection targets
• Understand the drivers of collection targets across all types of blood collection, specifically but not limited to:
o Collection targets o Re-booking rates of donors for their next appointment o Conversion of WB donors to Apheresis/Platelets o Donor throughput time o Reducing wastage
• Understand and contribute to the team’s achievement of the Centre’s targets
• Participate in Marketing initiatives that enhance donor recruitment and retention (as required)
• Support the Donor Support Officer (DSO) in the ordering of materials/stock, to ensure that stock levels are maintained to cover required collections, without risking stock having to be discarded due to expiry dates
Ensure that the
regulations
governing blood
collection are
adhered to by
working to
established routine
and procedures
• Assist with the monitoring of the donation process in line with the relevant SOPs
• Adhere to the cGMP
• Strictly follow SOPs across the critical points of all collections.
• Ensure documentation is completed and entered correctly, within the required timeframe, into the National Blood Management System (NBMS)
• As part of the team, ensure that all materials, equipment and environment meet the specified standards, including temperature control
Driving Continuous
improvement • Identify opportunities, make recommendations and implement improvements to
processes, systems and work practices
Occupational Health
and Safety • Comply with Blood Service OHS policy and procedure and meet requirements of
legislative duties
Risk Management
Each employee is responsible for their own risk management, which will/may include the identification, assessment, and prioritisation of risks. Reporting of risks to the relevant Supervisor/Manager is essential.
Version 1 July 2010
Our Organisational Values are relevant to all positions :
Integrity: We act honestly and ethically at all times.
Safety and Quality: We make safety and quality par of everything we do.
Service: We focus on meeting the needs of patients, the community, customers, donors, stakeholders and colleagues.
Collaboration: We work together to achieve our goals.
Accountability: We take ownership of our actions and behaviours to ensure we achieve our goals.
Excellence: We strive to be the best at what we do.
Behaviours
Demonstrating the Blood Service values
Being self-aware of and managing own behaviour to ensure the best impact on people, and modelling the Blood Service values
Customer Service Focus
Sound customer service focus that can be adapted to apply to our Donors and a willingness to understand and meet their needs
Responsible approach to work
Willingness to accept personal responsibility and be accountable for their actions and decisions. Motivated to achieve and maintain standards of quality as defined by the cGMP
Safety Compliance Desire to adhere to established safety procedures and follow accepted safety practices and procedures
Teamwork Working co-operatively with others by building and sustaining relationships to achieve a common goal
Integrity Respect the interests of others and maintain a balance between concern for self and accepted business practices
Accepting Diversity Works well with, and is accepting of, people of different ages, gender, race, religion or political persuasion
Empathy Showing insight into other people's needs and feelings and having real concern for other's welfare
Agreement / Acceptance
Signature of Manager: Date:
Print Name of Manager:
Signature of Staff Member: Date:
Print Name of Staff Member: