The Thornton Practice

Patient Advisor

This job is now closed

Job summary

We have an exciting opportunity for a Patient Advisor to join our forward thinking, supportive, family friendly training practice.

Role is Full time 37 hours per week. Start times are 8am and hours may be compressed over 4 days.

Starting pay at £10.40 per hour

PROVISIONAL INTERVIEW DATE - 14/3/22

CQC rating Outstanding (December 2018)
High QOF points, EMIS Web, Docman
GP Training practice
13,000 Patients

The Patient Advisor will be the first point of contact for patients phoning the surgery. The role will be to optimise the patients journey and be an ambassador for the Practice. The purpose of the post holder is to ensure that the patients presenting issue is managed appropriately and that the patients are up to date with any routine appointments.

They will work collaboratively with the multi-disciplinary general practice team to meet the needs of patients and to support the delivery of policy and procedures.

Main duties of the job

Summary of Patient Advisor Role in the Practice:

· This is a telephone triage role involving taking calls from patients for long periods of time.

· Patient Advisors work calmly in a fast-paced environment with varying and occasionally conflicting time demands.

· Patient Advisors work within a large multidisciplinary team and understand the roles of each team member.

· Patient Advisors are part of a team with influence on development and improvement of the practice.

· Patient Advisors are flexible and expected to work their shifts to meet the needs of the business.

· Patient Advisors are strong communicators and can receive and relay information accurately and effectively.

· Patient Advisors promote the Practice in a positive way.

About us

We are a large, friendly team with 6 Partner GPs and 1 Management Partner; 2 salaried GP's; 2 GPST3's; 1 Advanced Nurse Practitioner, 1 Clinical Pharmacists, Practice Nurse Manager, 5 Practice Nurses, 2 HCAs and highly skilled Management and Administration teams.

We are passionate about staff health and wellbeing and working together as a team. If you share our passion for the NHS; believe in and value quality patient care, we would be delighted to hear from you.

Long established training and teaching of medical students, GP registrars, student nurses and business administration apprenticeships. Opportunity to become involved in supervision and education
PCN employed; Pharmacists, Social Prescribers, Care Co-Ordinator's
Competitive salary commensurate with experience
Admin light practice, fully supported with a large highly skilled administration and clerical team
Regular MDT meetings
Equal opportunities employer

Date posted

22 February 2022

Pay scheme

Other

Salary

£10.40 an hour

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A2645-22-5850

Job locations

Church Road

Thornton-cleveleys

Lancashire

FY5 2TZ

Job description

Job responsibilities

Job Purpose

The Patient Advisor will be the first point of contact for patients phoning the surgery. The role will be to optimise the patient’s journey and be an ambassador for the Practice. The purpose of the post holder is to ensure that the patients presenting issue is managed appropriately and that the patients are up to date with any routine appointments.

Main Duties

· Provide clear and concise information to patients.

· Put patients at ease and give them the opportunity to explain their needs.

· Employ a variety of questioning techniques to develop a full picture of the nature of the patient’s requirements.

· Identify potentially serious problems and bring those to the immediate attention of the appropriate clinician.

· For less serious problems, identify and agree an appropriate timeframe for the patient to be seen, with the appropriate clinician.

· Build and maintain strong relationships with all colleagues.

· Develop and maintain an in-depth knowledge and understanding of the services provided by the Practice and the wider health community.

· Demonstrate assertiveness without being domineering and have the ability to gain the confidence of the service user.

· Assess own performance and take accountability for own actions, either directly or under supervision.

· Effectively manage own time, workload and resources.

Outcomes

· Timely management of telephone conversations with patients whilst meeting the necessary outcome from the call.

· Provision of clear and concise documentation of encounters when appropriate.

· Resolution of patient presenting issues and pro-active management and escalation of any risks.

Confidentiality

· While seeking treatment, patients entrust us with sensitive information 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 role, the post-holder will have access to confidential information relating to patients, 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.

· To work in accordance with all Practice written protocols.

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 people’s rights, interpreting them in a way that is consistent with Practice procedures, policies, and current legislation.

· Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.

· Behaving in a manner which is welcoming, non-judgmental and respectful of circumstances, feelings, priorities, and rights.

Safeguarding

The Thornton Practice is committed to safeguarding and promoting the welfare of all. The post-holder will be expected to share this commitment.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the Practice as part of this employment.

Important Note

Please note that because the general practice framework is subject to national/local amendments, this job description is likely to alter with time. It is intended to be reviewed and amended in consultation with the post-holder at regular intervals.