Job responsibilities
Enhanced Access (EA) HUB Saturday Supervisor8 Hours per week£18.24/hour
Job purpose
To support the Partners and Executive Director in delivering the Vision, Mission and Values of the Bromley by Bow Health Partnership.
In particular to have responsibility for:
Team Supervision and line management
Supervision of day-to-day workload of the Patient Assistants Team
Contact with patients in reception, through phones or via digital means
Responsible for supporting tasks related to extended services, including participation in evening and weekend clinics as required
Participate in clinical and administrative audits to support quality improvement and compliance
Assist in maintaining and updating clinical rotas, ensuring appropriate cover and coordination of services
Maintaining a clean, tidy, and safe working environment in accordance with infection control and health & safety standards
Training of Patient Assistants
Engagement with patients
Administration discharge summaries, referrals
Operations, smooth running of services
Quality and audit, usage of appointments
Flexibility
The post holder occupies a particular position of responsibility and trust, as they have access to sensitive patient, staff and business information. The post holder should have excellent organisational skills and have the ability to work as part of a team and also on their own initiative.
Core Tasks and functions
Team Supervision
Line Management of the Patient Assistant Team
Ensure that the Patient Assistant Team provides an excellent service and meets all agreed targets
Be prepared to work as a member of the team at all times to support the delivery of service and to act as a role model
Patient contact Provide an excellent first experience of the service by a professional and welcoming manner whenever in contact with patients in person, on the phone or through electronic communication
Encourage patients to engage with the practice through making comments and suggestions via different mediums of communications
Encourage participation in the patient reference group and play an active role in ensuring the group is relevant, accessible and able to influence the way services are delivered
Actively promote the patient questionnaire and other ways of getting patient feedback and deal with patient complaints
Take responsibility for the patient experience, the quality of information, the quality of the waiting area. Seek and act on patient suggestions for improving services
Support and develop patient engagement activities and in particular support all activities devoted to increasing the amount of patient self-management
Patient administration
To be a first point of contact for patients requiring general information relating to the practice, procedures, registration finance etc.
Filing, scanning, coding and retrieval of paperwork and clinical documents
Registrations and deductions and workflow tasks
Information entered on the clinical system should be clear and accurate.
Dealing with patient complaints
Process requests for repeat prescriptions according to practice guidelines
Book interpreter/advocates as requested
Deal with patient samples in a clinically safe manner
Ensure that measures to promote and maintain high levels of hygiene and control of clinical infection are in place
Operations
Be responsible for all aspects of health and safety, risk management and infection control relevant to your area of work
Undertake basic IT troubleshooting and reporting of building repairs
Ensure that supplies are up to date and ordered in a timely manner and managing stock checks
Quality and audit
Be responsible for ensuring that the staff at the surgery make the best possible contribution to all QOF and KPI and Enhanced Service targets and that the surgery achieves the best possible results
To be aware of national, local and Practice quality standards for chronic disease management.
To provide advice and support for clinicians and others and to produce regular reports on the progress of these groups in achieving their targets.
To assist in the production of information for clinical audit as requested
Data Quality
To provide support and training for current and new staff and developing training guides and follow up support for ongoing training needs
To provide support advice and training for current and new Practice staff in the use of the Clinical System
Ensure that the surgery is compliant with the requirements of the Care Quality Commission and GDPR laws
Provide input into all Serious Event Reviews
Flexibility
Provide cover for members of the team during episodes of sickness or annual leave. Be prepared to be flexible, and work at other sites. You should be able to respond flexibly and positively to changes in the requirements of this post. This job description is therefore a guide to the level and range of responsibilities the post holder will be expected to undertake initially, and the duties of the post may be altered from time to time to meet the changing demands.
The post holder will be expected to undertake additional duties as the requirements of the post changes. Please be ready to take on any additional tasks assigned by your line manager or senior management as needed.
General
1. Contribute to Practice strategy; formulate objectives and research and develop ideas for future Practice development
2. Monitor and evaluate performance of the team against objectives; identify and manage change
3. Develop and maintain effective communication both within the Practice and with relevant outside agencies
General requirements
Confidentiality:
1. 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.
2. 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 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.
3. 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 & Safety:
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 and Diversity
The post-holder will support the equality and diversity and rights of patients carers and colleagues to include:
- Acting in a way that recognizes 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 feeling 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:
- Communicate effectively with other team members
- Communicate effectively with patients and carers.
- Recognize 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.
- Participate in audit where appropriate.
