Job responsibilities
Job Summary
To effectively
communicate with patients across several communication channels to help support
engagement with online services and the practice overall. Managing and following up on patient
communications from external services, including chasing missing correspondence
and sending documentation as requested
by the clinicians and other colleagues.
To support the
complaints team with the coordination of complaints.
The main Team
responsibilities are
To support patients to be
able to use online apps to access their health records and associated tasks
To complete the
administration and coordination tasks in relation to patient complaints and
compliments, working closely with the complaints management team
To produce the patient
newsletter
To compile patient feedback
To keep the practice website
updated
To manage our social media
accounts
Your
responsibilities:
To take ownership of your given workload and
prioritise accordingly to meet the required deadlines.
To be flexible and work as part of a team, helping
colleagues with their workloads if required.
To have great attention to detail and be able to communicate
with patients effectively and clearly.
Confidentiality:
In the course of seeking treatment,
patients entrust us with, or allow us to gather, sensitive information in
relation to their health and other matters. They do so in confidence and have
the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties
outlined in this Job Description, the post-holder may have access to
confidential information relating to patients and their carers, Practice staff
and other healthcare workers. They may also have access to information relating
to the Practice as a business organisation. All such information from any
source is to be regarded as strictly confidential.
Information relating to patients,
carers, colleagues, other healthcare workers or the business of the Practice
may only be divulged to authorised persons in accordance with the Practice policies
and procedures relating to confidentiality and the protection of personal and sensitive
data.
To monitor service provision to ensure that
services are being delivered in line with contract.
Equality and Diversity
The post-holder
will support the equality, diversity and rights of patients, carers and
colleagues, to include:
Acting in a way that recognises the
importance of peoples rights, interpreting them in a way that is consistent
with Practice procedures and policies, and current legislation
Respecting the privacy, dignity,
needs and beliefs of patients, carers and colleagues
Behaving in a manner which is
welcoming to and of the individual, is non-judgemental and respects their
circumstances, feelings priorities and rights.
Personal/Professional
Development
The post-holder
will participate in any training programme implemented by the Practice as part
of this employment, such training to include:
Participation in an annual individual
performance review, including taking responsibility for maintaining a record of
own personal and/or professional development
Taking responsibility for own
development, learning and performance and demonstrating skills and activities
to others who are undertaking similar work.
Quality
The post-holder will strive to
maintain quality within the Practice, and will:
Alert other team members to issues of
quality and risk
Assess own performance and take
accountability for own actions, either directly or under supervision
Contribute to the effectiveness of
the team by reflecting on own and team activities and making suggestions on
ways to improve and enhance the teams performance
Work effectively with individuals in
other agencies to meet patients needs
Effectively manage own time, workload
and resources.
Communication
The post-holder
should recognise the importance of effective communication within the team and will
strive to:
Communicate effectively with other
team members
Communicate effectively with patients
and carers
Recognise peoples needs for
alternative methods of communication and respond accordingly.
Contribution to the
Implementation of Services
The post-holder will:
Apply Practice policies, standards
and guidance
Discuss with other members of the
team how the policies, standards and guidelines will affect own work
Participate in audit where
appropriate.
Health and Safety
It is the responsibility of all
employees to work with managers to achieve a safe environment, and to take
reasonable care of themselves and others.
Changes to this Job
Description
The duties and responsibilities
outlined in this list are neither definitive nor restrictive and may change in detail
from time to time as the post develops to meet the changing needs of the
surgery.
You may be asked to complete
additional tasks or take on new tasks as deemed appropriate.
Pre-employment
checks will be completed on successful applicants.
