Job responsibilities
Patient/ Customer Care:
To
meet and greet patients, members of the public and visitors to the practice in
a friendly and courteous manner
Offer
general assistance to the practice team and project a professional, positive,
and friendly image to patients and other visitors, either in person or via the
telephone.
Facilitate
effective communication between patients, members the primary health care team,
secondary care, and other associated healthcare agencies.
Liaise
with district nurses, midwives, and other professionals within the community
teams, on behalf of patients
Ensure
an effective and efficient reception service is provided to patients and any
other visitors to the Practice
Ensure
that excellent customer care is being delivered at all times
Play
an active role in the co-ordination, and review of patient surveys
Offer
solutions and actively listen to patients to resolve issues.
Deal
with complex and sensitive issues
Receive
specimens for laboratory analysis from patients and advise patients of their
test results on request
Arrange
patient transport as directed
Operations:
Process
telephone requests for appointments, visits, and telephone consultations
Receive,
assist, and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way, including sign
posting patients to the most appropriate appointments using in-house triage
guidance.
Deal
with all general enquiries, explain procedures and make new and follow-up
appointments.
Using
your own judgment and communication skills ensure that patients with no prior
appointment but who need urgent consultation are seen in a logical and
non-disruptive manner.
Book
appointments ensuring sufficient information is recorded to ensure retrieval
and accurate notes and use of the medical record.
Monitor
flow of patients into consulting and treatment rooms
Maintain
and monitor the practice appointments system, adding clinics and amending slots
as directed
Collate
patient data as directed
Advise
patients of relevant charges for private (non-General Medical Services)
services, accept payment and issue receipts for same.
Prescriptions:
Receive
requests for repeat prescriptions from patients, pharmacy and care home staff,
and process these in a timely and accurate manner and distribute signed
prescriptions on request
Dealing
with prescription enquiries that other members of staff are unable to answer
from patients and local pharmacists
Identifying
and suggesting ways of how to improve the repeat prescription
process.
Pathology:
Follow up patients with abnormal test results, as instructed by the GP.
Patient Registrations:
Explain
Practice arrangements and formal requirements to new patients and those seeking
temporary cover and ensure procedures are completed.
Ensure
that all registrations including New, immediately necessary, and temporary
residents are registered onto the computer system promptly and accurately.
Retrieve
and re-file records as required, ensuring strict alphabetical order is adhered
to
Facilities:
Provide
support for the Dermatology Camera located at individual sites
Replenish
GP supplies and equipment in their consultation room according to shift rota.
Keeping
the reception area, noticeboards and leaflet dispensers tidy and free from
obstructions and clutter.
Keeping
the reception well-stocked with stationery and other supplies
Ordering:
this may be stationery and office supplies, consumables or medical/clinical
supplies ordered under the supervision of one of the Nursing staff
Transfer
telephones to and from the out of hours service as necessary
To
maintain a thorough knowledge of all Practice procedures and work in accordance
of written protocols
Ensure
building security- have a thorough knowledge of doors/ windows/ alarm.
Other Tasks:
Undertake
a variety of SystmOne tasks to assist in the smooth running of the practice,
contacting patients as requested by managers and clinical staff when required.
Responding to system wide alerts.
To
maintain a thorough knowledge of all Practice procedures and work in accordance
of written protocols
Contributing
to the development and improvement of services to patients
To
assist your colleagues in learning new procedures and offering support across
the team when required.
To act as a mentor and/or buddy for new team
members and apprentices within the team. Assisting the Reception Manager with
induction and training.
Health
and Safety:
Ensure all members of staff comply with the
Groups health and safety policy
Carry out risk assessments to comply with current
Health and Safety legislation
Ensure any health and safety concerns are
reported to the Operations Manager
To be aware of and adhere to applicable
practice rules, regulations, legislation and procedures, national legislation
(Health and Safety, COSHH, Data Protection).
Equality
and Diversity:
The post-holder will support the equality,
diversity and rights of patients, carers, and colleagues
Act in a way that recognises the importance of
peoples rights, interpreting them in a way that is consistent with group
processes and policies and current legislation
Respecting the privacy, dignity, needs and
beliefs of patients, carers, and colleagues
Behaving in a manner that is welcoming,
non-judgemental and respects the individuals circumstances, feelings, priorities,
and rights
The
details contained in this job description are not exhaustive and may change as
the post develops.
Governance:
Identify and record risks and issues, developing
contingency plans with service and contract leads
Ensure the PCN is compliant with health and
safety policies and procedures to reflect current best practice
Ensure that the PCN board and Clinical director
adhere to the governance structure as set out in the network agreement
Confidentiality:
To maintain confidentiality of
information acquired in the course of undertaking duties for the practice.
