Job responsibilities
JOB DESCRIPTION
JOB TITLE: Patient Care Adviser
REPORTS TO: Patient Care Adviser Manager
Job Summary:
The purpose of the role is to:
Offer
general assistance to the Practice team and project a positive and friendly
image to patients and other visitors, either in person or via the telephone, at
Phoenix Health Group which includes Cirencester, Tetbury and South Cerney.
Receive,
assist and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way
Undertake
a variety of administrative duties to assist in the smooth running of the
Practice including the provision of clerical support to clinical staff and
other members of the Practice team
Facilitate
effective communication between patients, members of the primary health care
team, secondary care and other associated healthcare agencies
Duties and Responsibilities:
The duties and responsibilities to be
undertaken by members of the Practice Patient Care team may include any or all
of the items in the following list.
Duties may be varied from time to time under the direction of the ist
coordinator, dependent on current and evolving Practice workload and staffing
levels:
Opening
up/locking-up of Practice premises and maintaining security in accordance with
Practice protocols
Maintaining
and monitoring the Practice appointments system
Processing
telephone requests for appointments, visits and telephone consultations and
ensuring callers are directed to the appropriate healthcare professional
Taking
messages and passing on information
Filing
and retrieving paperwork
Processing
repeat prescriptions in accordance with Practice guidelines
Computer
data entry/data allocation and collation; processing and recording information
in accordance with Practice procedures
Initiating
contact with and responding to requests from patients, other team member and
associated healthcare agencies and providers
Clearing
and re-stock consulting rooms as required
Providing
clerical assistance, including word/data processing, filing, photocopying and
scanning
Provision
of refreshments for staff and visitors as required; loading and emptying the
dishwasher and keeping the kitchen area clean and tidy
Keeping
the area, notice-boards and leaflet
dispensers tidy and free from obstructions and clutter
Flexibility
to work additional hours to cover colleagues is essential.
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
Health & Safety:
The
post-holder will assist in promoting and maintaining their own and others
health, safety and security as defined in the Practice Health & Safety
Policy, to include:
Using personal security systems within the workplace
according to Practice guidelines
Identifying the risks involved in work activities and
undertaking such activities in a way that manages those risks
Making effective use of training to update knowledge and
skills
Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards
Reporting potential risks identified
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 recognizes 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-judgmental 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
