Job responsibilities
Aspects of Role:
(i) DAILY
Morning
Huddle for staff at 8.05am (urgent updates, focus for the day, staff seats,
challenges for the day, important reminders)
Review
& understand capacity for the day including:
o PCN Urgent Care Hub
o Same-day Clinical Practitioner & GP
appts (F2f & TA)
o Enhanced Access appts (evening & SAT
morning)
Check
in with Hub GP and provide twice daily update of appointment availability as
above
Check
in with reception staff and waiting room coordinator.
Manage
CNH Manager ledger and delegate work/actions across the team as appropriate
To prioritise work and manage the team that allows flexibility
depending on the time of day and pressures e.g. asking staff to temporarily
support another member of staff in their role.
Breaks:
ensure everyone aware of break time and lunchtime.
Seats:
regular review of demand to flex seat positions.
PHONE
LINE:
o To log into screen/monitor for Babble
voice calls
o To regularly monitor phone line wait and
numbers
SMART IN-BOX:
o
to monitor smart in-box volume and liaise closely with GP and Care
Navigator seat to prioritise same-day appointments
o
to agree with Hub GP if max same-day capacity is being reached and
if appropriate to switch off e-consult.
o
If e-consult is temporarily being switched off, then three actions
must be done:
1) Switch
telephone message via Babblevoice desktop (admin rights needed)
2) Record date and
time of switching off on log-sheet
3) Switch back
telephone message to normal message at end of day (or first action next
morning)
CAPACITY MANAGEMENT (APPOINTMENTS):
o
regularly review all unused approaching appointments (surgery,
nursing, PCN Urgent Care Hub and enhanced access) to ensure these are used by
converting to same-day telephone or QR appointments and liaise with the Hub GP
as needed
o
ensure team communicate any same-day cancellations throughout the
day to ensure appointments are used
o
where necessary, change appointment type (e.g. from F2F to TA or QR)
to avoid un-used appointment.
o
ensure Enhanced Access appointments are fully booked for the day
and in advance and not un-used
o
Monitor
use of postnatal appointments: if mum DNA then convert baby appointment to be
utilised (TAs or QRs). Note check in morning if there are any to monitor
o
Review
interpreter appointments at beginning of day:
1) if double appt for GP trainee (from
20mins to 40mins), then convert on the day to 30min appt and 10min QR.
2) If double appt for GP (from 15mins to
30mins), then convert on the day to 25 mins and one 5 min QR
MANAGE
HOME VISITS:
o
10.30am
(approx.) liaise with Hub GP and review home visits
o
Liaise
with Hub GP and allocate HVs at mid-morning
o
It
may be appropriate to un-block some protected HV slots to appointments at
10.30am, leaving sufficient number of slots blocked just in case additional HVs
come through
o
11.30am
(latest) agree with Hub GP to unblock remaining HV slots and convert to
same-day TA and/or QR slots (max hr) as follows:
x6 QR slots for GP or
x3 same-day TAs for GP or combination of
both
x3 QR slots for GP Trainee
x2 same-day TAs for GP Trainee
WAITING
LISTS:
o daily and weekly review of each waiting
list to pick up any concerns
o support and advise booking team where
needed
CALL-CARE
TEAM (Manchester):
o To liaise closely with the Call Care
Team working remotely from Manchester via agree WhatsApp group and inform them
of any changes in the day, key information, when e-consults are switched off
etc
o To monitor TEAMS IN-BOX for patient
queries from Call Care Team. Process as follows:
Call
Care Team would hold patient on their line
Call
Care Team to send instant TEAMS MESSAGE to Hub Manager PC and one other member
of staff in Hub Room
Query
addressed and patient continued to be managed by Call Care Staff. Call Team
will then build on their knowledge base to manage such problems in the future
(ii) WEEKLY
Staff
check ins; individual time with staff members to review any queries/concerns,
short period of observation. Sit for 5 minutes to check in.
Rota:
review any potential challenges or changes for the coming week
Data:
run standard reports for e consult and appointment data
(iii) MONTHLY
Rota
production provided ONE MONTH in advance and take one afternoon per month of
protected time to create this.
Staff
supervision: 10 mins protected time to discuss challenges/aims for all established
staff and review progress with induction plan for new staff review training and
induction progress.
New
staff induction: will require listening in to telephone conversations and
support as per induction plan
Data:
summarise reports and highlight any trends/challenges to management
Personal
development: mandatory training-to be built into the rota plan
Update
desk aid and signposting information for each hub seat
Plan
monthly meeting with Team