Job responsibilities
Meet and greet patients, members of the pubic and visitors to the Practice in a friendly and courteous manner
Direct patients to the appropriate professionals
Deal with telephone calls promptly and appropriately
Make appointment for patients, Doctors, Nurses and other members of the Primary Health Care Team using the Practices EMIS system
Record home visit requests on the EMIS system and bring to the attention of the on-call GP for triage
Re-arrange appointments for Doctors and Nurses when required
Welcome and hand out information about the practice to new patients wanting to register. Ensure documentation and evidence is complete.
Register temporary patients details onto the computer
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and make the appropriate appointments.
Respond to all queries and requests for assistance from patients and other visitors.
Respect and maintain all aspects of patient confidentiality relating to patients, staff and the Practice.
Receive complaints and ensure that they are dealt with in line with Practice procedure.
Inform patients if the doctors are running late or if they are dealing with an emergency.
Advise patients of relevant charges for private services, accept payment and issue receipts.
Print off list of appointments for following day
Ensure front desk, back office and waiting room is kept neat and tidy
Prepare reception for start of day and end of day
Communicate messages to relieving Front Desk Clinical Care Co-ordinator at handover
To relay test results to patients when checked by GP and advise further action
Chaperone for GPs when asked
To liaise with hospital and ambulance staff and other outside members of the NHS
Ensure sufficient levels of forms, sick notes etc and to alert member of the administration team when stocks low.
Action practice notes sent within the practice promptly and within targets set.
Photocopying of practice forms and as required
Comply with all inhouse and statutory health and safety procedures
Any other duties commensurate with the grade
Attend staff meetings as and when necessary
Attend training courses in house and externally to develop expertise and further knowledge
Be familiar with, and use, the guidance provided by all written Practice protocols, keeping up to date with changes by logging into email and intranet information on a regular basis.
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 careers, 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 & SAFTEY
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 & 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-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
