Job responsibilities
Role/Purpose
To support the Partners and
Business Manager in the day-to-day running of the surgery, enabling the
Practice to meet its agreed aims and objectives within a profitable, efficient,
safe and effective working environment
To be responsible for the leadership for all patient service
functions delivered by the Reception staff and for overseeing the smooth and
effective running of patient services within the practice.
To ensure the Practice is set
up ready for service each day and that the reception team supports the day-to-day
running of the surgery.
Ensure an efficient and quality
service is always provided to patients and other service users.
The post holder will be expert
in relation to Patient Services protocols, policies, and procedures.
To act as the first point of
contact for patient feedback and complaints, resolving them informally where
possible and escalating where necessary.
To manage the delivery of
Practice clinical services, including assisting management in delivering
effective use of appointments and clinics.
Work productively with staff
ensuring effective and efficient operations day to day.
Motivate, develop, and empower
staff, leading by example.
Adopt a problem-solving
approach to identify solutions to challenges within the service.
Be visible and directive,
ensuring consistent and timely decision-making.
Responsibilities
Responsible for the overall
patient facing service and experience, including greeting patients and visitors.
Taking a patient orientated
approach ensure each patient is efficiently and adequately signposted to the
correct part of our or any other services.
Overseeing the correct
allocation of patients to the appropriate clinics.
Work collaboratively with the
management team and other departments, ensuring the patient remains at the
heart of what we do.
Manage and monitor all related
processes to ensure delivery and compliance in line with expected standards.
Workforce
Ensure appropriate staffing for
the Reception Team to minimise negative impacts on patient experience at peak
times, cover for annual leave and absence
Rota management ensure rota
is planned (at least three months in advance) and reviewed regularly.
To undertake Reception team
appraisals and 1-2-1s, ensure all Reception staff are compliant with mandatory
training.
Support the development of
staff and manage performance and employee relations issues.
Manage staff induction and
training and ensure that all staff are adequately trained to fulfil their role
Support and mentor staff, both
as individuals and as team members.
To oversee the ordering of
consumables, stationery, toners and small items of equipment.
Patient Care
Monitor and review patient
access and focus on continual improvement of patient services, promoting a
positive and welcoming surgery at all times.
Ensure that appointment
capacity is sufficient to meet both planned and unscheduled demand and
developing IT system to work towards improved digital access for patients.
Monitor the smooth running of
reception procedures - front desk and telephone- to maximise patient experience
with the practice.
Support the prescription clerks
to ensure prompt and correct issuing of medication.
Manage the complaints process,
resolving patient issues and ensuring a satisfactory outcome
To manage the Springmead email
box and to ensure the information are shared or directed to the Practice team
in a timely manner.
To ensure information in the
Practice is up to date and available in formats suitable for all patients,
including information regarding services and how to make a complaint.
Ensure the surgery is
accessible to all members of the patient community in line with The Equality
Act and participate in Equality Impact Assessments with management
Lead and participate in audit
where appropriate.
Ensure Practice policies are
understood, followed, and adhered to and that accurate records are kept with reference
to appointments, messages, visits, post, and patient registration, repeat
prescriptions, filing systems, births and deaths.
Engage with Patient
Participation Group including the organisation and attendance at monthly
meetings.
First point of contact for
Friends of Springmead Surgery, co-ordinate any site visits and bids for
contributions to the Practice.
Assist the lead practice nurse
in delivery of the annual seasonal influenza vaccination campaign.
Confidentiality
Ensure that the practice acts and maintains
strict standards of confidentiality in all of it
