Reception & Patient Liaison Lead
Putneymead Group Medical Practice
This job is now closed
Job summary
We are looking for a skilled and experienced Reception & Patient Liaison Lead to join our practice team.
Main duties of the job
About the role
The post holder will be managing a large dynamic team comprising of receptionist/care navigators/GP Assistants
Work autonomously and effectively to meet all necessary deadlines.
Communicate with team members, patients, carers, tenants and third parties in a professional and timely manner always.
Assist in CQC and other external inspections as required.
Be accountable for the work streams and responsibilities outlined in this document.
Work in collaboration with staff at the branch surgery to ensure patient liaison activities are met in a timely manner.
Support and enforce internal processes, policies and procedures with diligence and integrity.
Offer support to colleagues and help with additional work streams occasionally when unforeseen and exceptional circumstances arise.
Attend Lead or Partners meetings during working hours.
Work closely with the Partners, COO and Leads to ensure they are updated on current, planned, and unforeseen issues.
Act as mediator in situations involving conflict as required.
To work collaboratively with the other management Leads to ensure the smooth running of the practice.
To support the appropriate covering of reception roles throughout the practices opening hours
About us
Putneymead Group Medical Practice is a large, forward thinking, supportive & friendly training practice operating in a spacious modern premises. We possess multiple services within our premises including pharmacy, osteopathy & sports rehab, private consultant clinics. We have a large clinical team which includes 20+ GPs, 3 PA, 4 Pharmacists, 3 Physios, 5 nurses, 4 HCAs. We support an approximate 26,000 patient population which offers great exposure to a variety of patient needs. As a teaching practice we hold a strong ethos in learning and development of our staff
Date posted
09 February 2024
Pay scheme
Other
Salary
Depending on experience £34,000 - £37,500 pa depending on experience
Contract
Permanent
Working pattern
Full-time
Reference number
A4516-24-0001
Job locations
266 Upper Richmond Road
Putney
London
SW15 6TQ
Job description
Job responsibilities
Duties & Responsibilities
1.Recruitment
To work collaboratively and lead jointly with the HR Lead in the recruitment process for all receptionists
Ensure HR, Rota and Finance leads are given all necessary information in good time to support the reception team recruitment
Ensure all necessary HR information for reception staff and Care Coordinators is complete and up-to-date in line with external guidance and CQC
2. Significant Event Reviews
Manage and complete SEA investigations in collaboration with all other parties involved
Share SEA information with external organisations as necessary, to include the escalation of serious incidents with NHSE in collaboration with the GP SEA lead
Act as the main point of contact for all non-clinical SEAs
3. Organisational feedback
Manage all feedback received from patients and external parties
To identify themes arising from feedback and work with patient groups or practice team to address themes
Ensure timely high quality formal written responses are sent to individuals who have provided feedback including online reviews.
4. Patient engagement activities
Promote a culture of patient-centered care at all times and help develop a deeper understanding of the importance of patient engagement across the organisation
Take a lead in implementing changes as proposed by patients where possible
Chair Patient Participation Group (PPG) meetings and act as the main liaison point for the PPG members
Set up and promote activities which develop patient understanding about the services which are available
Support patients in navigating the complex health and social systems in order to access better health and social care
Seek input from the practice staff & patients before creating and distributing the Practice newsletter quarterly
Consider innovate and creative ways of sharing important practice information with service users and work with the IT Lead to use IT solutions where available
5. Personal absence, leave & cover
Ensure the Standard Operating Procedure for this role is easily accessible by colleagues during periods of planned or unplanned absence from the premises
Ensure adequate cover is in place for periods of planned leave
Remain easily contactable during working hours and inform staff when off-site with instructions of how to seek advice for urgent matters
Ensure adequate handover and necessary training has taken place when on leave
6. Support for the Partners
The post holder will research, monitor, produce and/or type any documentation for the Partners that pertains to clinical and administrative matters related to the practice. On occasions these matters may fall outside of the remit of work streams outlined in this document. These must be presented in an accurate, neat and timely fashion within deadlines provided specific to each occasion
7. Induction and Training of reception staff
Ensure you are competent in all reception tasks, duties and can support cover if required
Undertake full induction and training for all new receptionists in collaboration with the Reception Supervisor and undertake an assessment of competencies in relation to all reception procedures and processes
Ensure all mandatory and regulatory training has been undertaken at the start of employment and keep a record of all training
Carry out both confidence and competence ratings on all receptionists in relation to all roles they are expected to undertake
Offer continued support and training to all receptionists during their induction and probation period and ensure there is a robust mechanism for identifying and addressing learning needs promptly throughout this time
Ensure all receptionists have a formal one-to one review at the end of their induction and probation periods
Offer developmental and formative feedback to new receptionists throughout their induction and probation period
8. Ongoing Supervision, Training, Mentoring and Support
In collaboration with the Reception Supervisor ,continue ongoing supervision, mentoring and support of all receptionists after their induction and probation period in relation to all of their roles
Work behind reception regularly to maintain own skills and observe the practice of others
Identify emergent learning needs of the Reception Team on an ongoing basis
Arrange regular reception training update sessions
Create an ethos of continued professional development
Where necessary or applicable offer coaching to receptionists to help them maximise their potential and reach their personal development goals
Ensure that accurate log of all reception training undertaken is kept on Bluestream and other practice databases
Maintain a log of all support offered together with any areas of concern highlighted for all Reception staff
Ensure own skills in supervision and mentoring are reviewed and updated
Share patient feedback and results of external CCG audits and take action to improve the quality of services offered
Ensure all reception understand the principles of Patient Participation & Engagement policies
9. Appraisals
Undertake a formal annual individual appraisal for all receptionists
Ensure the appraisal process is in keeping with practice appraisal policy and process
Seek feedback from receptionists and act on this to improve processes, approach or policies
Maintain a log of all PDP and appraisal discussions in keeping with practice and regulatory requirements (including for the purposes of CQC inspections)
Ensure own skills in appraising are reviewed and updated regularly and seek feedback on this
10. Performance Management
Act as immediate line manager to all receptionists and Medical Assistants
Address performance management issues early and promptly, in keeping with regulatory and practice policy
Seek early advice from the HR & Rota Lead for all matters relating to performance management
Maintain up-to-date knowledge of HR policy in relation to the performance management of receptionists
Ensure accurate, detailed, objective and timely electronic documentation is kept of all issues relating to performance of receptionists including the actions taken
Notify the HR Lead and Partners of all potential grievance issues
Manage matters relating to grievance in collaboration with the HR Lead and Partners
11. Complaints
Manage all formal complaints received by the practice and ensure all complaints are dealt with in keeping with practice, statutory, legal and best practice guidelines
Act as the main point of contact in the organisation for all formal complaints
Support the clinical Complaints Leads with administrative function, co-ordination and support
Support frontline clinical, reception and administrative staff when faced with angry, upset or challenging patients
Support patients in accessing support with their complaints if local resolution has failed
Maintain equality & diversity and other relevant training to ensure patients are not discriminated against
Ensure all staff are aware of equality & diversity guidelines
Deliver in-house training and share learning from complaints regularly
Convene meetings involving staff or patients
12. Assessment, analysis and improvement of Reception systems, processes & policies
Work in collaboration with the IT Lead to ensure that the practice telephone system is operational throughout the day and during practice closure.
Monitor activity on the online triage system (AccuRX) and ensure that all reception staff are trained in the use of this tool. Ensure that workflow through this tool is managed effectively on a daily basis.
Ensure all reception communication is the highest professional standards at all times
Ensure appropriate systems are in place for keeping a full record of messages taken
Ensure the Reception team are trained and competent to programme the Touch Screen software to correctly direct patients to the correct clinical room and floor prior to commencement of surgeries
Maintain patient registration policies and monitor patient turnover and capitation. Share this information regularly with the reception team and other Leads
Implement systems to regularly analyse, assess, improve and update reception processes, policies and procedures
Provide and share regular audits of reception related tasks such as call handling times, demand on telephone lines and dropped calls. Take action to improve in these areas as required
Regularly monitor efficiency of works streams and outputs on all processes including new patient registrations, Docman EPS, processing of FP69s, FP22s, summarising, Summary Care Records, script processing and Electronic Discharge Summaries and implement changes to improve quality and efficiency
Seek to highlight potential risks or gaps in processes and take immediate action to address these
13. Managing Processes and Policies
Ensure robust policies and process are in place for SEAs, complaints, dealing with organisational feedback and Patient Participation Initiative (PPI) activities
Regularly review and update all of these policies and processes to ensure they meet practice, national, legal, statutory and best practice guidelines
Maintain an electronic record of SEAs, complaints, feedback and PPI
Chair regular team meetings to discuss SEAs, complaints, feedback and PPI suggestions
Undertake and share regular audits in relation to the feedback, SEAs or complaints received and demonstrate organisational change as a result
Ensure timely responses to media feedback forums such as NHS Choices
Work with IT, Reception and team leads to ensure the practice website and patient-related information throughout the building and on-line is accurate, update and representative of the services offered
14. Rota
Liaise with the Rota Lead regularly to ensure the reception Rota meets the operational needs of the Practice
Inform the Rota Lead of any unforeseen absence immediately and ensure all leave is recorded
Work in collaboration with Rota Lead to ensure there is appropriate cover in place for reception functions during periods of unforeseen absence
Job description
Job responsibilities
Duties & Responsibilities
1.Recruitment
To work collaboratively and lead jointly with the HR Lead in the recruitment process for all receptionists
Ensure HR, Rota and Finance leads are given all necessary information in good time to support the reception team recruitment
Ensure all necessary HR information for reception staff and Care Coordinators is complete and up-to-date in line with external guidance and CQC
2. Significant Event Reviews
Manage and complete SEA investigations in collaboration with all other parties involved
Share SEA information with external organisations as necessary, to include the escalation of serious incidents with NHSE in collaboration with the GP SEA lead
Act as the main point of contact for all non-clinical SEAs
3. Organisational feedback
Manage all feedback received from patients and external parties
To identify themes arising from feedback and work with patient groups or practice team to address themes
Ensure timely high quality formal written responses are sent to individuals who have provided feedback including online reviews.
4. Patient engagement activities
Promote a culture of patient-centered care at all times and help develop a deeper understanding of the importance of patient engagement across the organisation
Take a lead in implementing changes as proposed by patients where possible
Chair Patient Participation Group (PPG) meetings and act as the main liaison point for the PPG members
Set up and promote activities which develop patient understanding about the services which are available
Support patients in navigating the complex health and social systems in order to access better health and social care
Seek input from the practice staff & patients before creating and distributing the Practice newsletter quarterly
Consider innovate and creative ways of sharing important practice information with service users and work with the IT Lead to use IT solutions where available
5. Personal absence, leave & cover
Ensure the Standard Operating Procedure for this role is easily accessible by colleagues during periods of planned or unplanned absence from the premises
Ensure adequate cover is in place for periods of planned leave
Remain easily contactable during working hours and inform staff when off-site with instructions of how to seek advice for urgent matters
Ensure adequate handover and necessary training has taken place when on leave
6. Support for the Partners
The post holder will research, monitor, produce and/or type any documentation for the Partners that pertains to clinical and administrative matters related to the practice. On occasions these matters may fall outside of the remit of work streams outlined in this document. These must be presented in an accurate, neat and timely fashion within deadlines provided specific to each occasion
7. Induction and Training of reception staff
Ensure you are competent in all reception tasks, duties and can support cover if required
Undertake full induction and training for all new receptionists in collaboration with the Reception Supervisor and undertake an assessment of competencies in relation to all reception procedures and processes
Ensure all mandatory and regulatory training has been undertaken at the start of employment and keep a record of all training
Carry out both confidence and competence ratings on all receptionists in relation to all roles they are expected to undertake
Offer continued support and training to all receptionists during their induction and probation period and ensure there is a robust mechanism for identifying and addressing learning needs promptly throughout this time
Ensure all receptionists have a formal one-to one review at the end of their induction and probation periods
Offer developmental and formative feedback to new receptionists throughout their induction and probation period
8. Ongoing Supervision, Training, Mentoring and Support
In collaboration with the Reception Supervisor ,continue ongoing supervision, mentoring and support of all receptionists after their induction and probation period in relation to all of their roles
Work behind reception regularly to maintain own skills and observe the practice of others
Identify emergent learning needs of the Reception Team on an ongoing basis
Arrange regular reception training update sessions
Create an ethos of continued professional development
Where necessary or applicable offer coaching to receptionists to help them maximise their potential and reach their personal development goals
Ensure that accurate log of all reception training undertaken is kept on Bluestream and other practice databases
Maintain a log of all support offered together with any areas of concern highlighted for all Reception staff
Ensure own skills in supervision and mentoring are reviewed and updated
Share patient feedback and results of external CCG audits and take action to improve the quality of services offered
Ensure all reception understand the principles of Patient Participation & Engagement policies
9. Appraisals
Undertake a formal annual individual appraisal for all receptionists
Ensure the appraisal process is in keeping with practice appraisal policy and process
Seek feedback from receptionists and act on this to improve processes, approach or policies
Maintain a log of all PDP and appraisal discussions in keeping with practice and regulatory requirements (including for the purposes of CQC inspections)
Ensure own skills in appraising are reviewed and updated regularly and seek feedback on this
10. Performance Management
Act as immediate line manager to all receptionists and Medical Assistants
Address performance management issues early and promptly, in keeping with regulatory and practice policy
Seek early advice from the HR & Rota Lead for all matters relating to performance management
Maintain up-to-date knowledge of HR policy in relation to the performance management of receptionists
Ensure accurate, detailed, objective and timely electronic documentation is kept of all issues relating to performance of receptionists including the actions taken
Notify the HR Lead and Partners of all potential grievance issues
Manage matters relating to grievance in collaboration with the HR Lead and Partners
11. Complaints
Manage all formal complaints received by the practice and ensure all complaints are dealt with in keeping with practice, statutory, legal and best practice guidelines
Act as the main point of contact in the organisation for all formal complaints
Support the clinical Complaints Leads with administrative function, co-ordination and support
Support frontline clinical, reception and administrative staff when faced with angry, upset or challenging patients
Support patients in accessing support with their complaints if local resolution has failed
Maintain equality & diversity and other relevant training to ensure patients are not discriminated against
Ensure all staff are aware of equality & diversity guidelines
Deliver in-house training and share learning from complaints regularly
Convene meetings involving staff or patients
12. Assessment, analysis and improvement of Reception systems, processes & policies
Work in collaboration with the IT Lead to ensure that the practice telephone system is operational throughout the day and during practice closure.
Monitor activity on the online triage system (AccuRX) and ensure that all reception staff are trained in the use of this tool. Ensure that workflow through this tool is managed effectively on a daily basis.
Ensure all reception communication is the highest professional standards at all times
Ensure appropriate systems are in place for keeping a full record of messages taken
Ensure the Reception team are trained and competent to programme the Touch Screen software to correctly direct patients to the correct clinical room and floor prior to commencement of surgeries
Maintain patient registration policies and monitor patient turnover and capitation. Share this information regularly with the reception team and other Leads
Implement systems to regularly analyse, assess, improve and update reception processes, policies and procedures
Provide and share regular audits of reception related tasks such as call handling times, demand on telephone lines and dropped calls. Take action to improve in these areas as required
Regularly monitor efficiency of works streams and outputs on all processes including new patient registrations, Docman EPS, processing of FP69s, FP22s, summarising, Summary Care Records, script processing and Electronic Discharge Summaries and implement changes to improve quality and efficiency
Seek to highlight potential risks or gaps in processes and take immediate action to address these
13. Managing Processes and Policies
Ensure robust policies and process are in place for SEAs, complaints, dealing with organisational feedback and Patient Participation Initiative (PPI) activities
Regularly review and update all of these policies and processes to ensure they meet practice, national, legal, statutory and best practice guidelines
Maintain an electronic record of SEAs, complaints, feedback and PPI
Chair regular team meetings to discuss SEAs, complaints, feedback and PPI suggestions
Undertake and share regular audits in relation to the feedback, SEAs or complaints received and demonstrate organisational change as a result
Ensure timely responses to media feedback forums such as NHS Choices
Work with IT, Reception and team leads to ensure the practice website and patient-related information throughout the building and on-line is accurate, update and representative of the services offered
14. Rota
Liaise with the Rota Lead regularly to ensure the reception Rota meets the operational needs of the Practice
Inform the Rota Lead of any unforeseen absence immediately and ensure all leave is recorded
Work in collaboration with Rota Lead to ensure there is appropriate cover in place for reception functions during periods of unforeseen absence
Person Specification
Qualifications
Essential
- Educated to A-Level level.
- Ability to demonstrate a high level or literacy, writing and verbal communication.
Desirable
- Educated to Under-graduate degree level in relevant area e.g. Management Studies subject or equivalent level qualification or significant experience of working at a similar level in specialist area.
Experience
Essential
- Experience of NHS Complaints Management - ideally in primary care
- Experience of managing a team
- Significant experience of successfully operating in a politically sensitive environment
- Evidence of continued professional development
- Demonstrated experience of co-ordinating projects in complex and challenging environments
- Experience of managing risks and reporting
- Experience of drafting briefing papers and correspondence at senior management team level
Desirable
- Experience of monitoring budgets and business planning processes
- Understanding the public sector
- Demonstrated experience in a healthcare environment
Skills and Capabilities
Essential
- Being resilient in managing highly emotive situations with both staff and complainants on a regular basis
Communication Skills
Essential
- Clear communicator with excellent written and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately to a diverse and varied range of audiences consisting of internal and external stakeholders.
- Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required
Analytical Skills
Essential
- Ability to analyse very complex issues where material is conflicting and drawn from multiple sources
- Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making
- Experience of setting up and implementing internal processes and procedures
Planning Skills
Essential
- Demonstrated capability to plan over short, medium and long term timeframes and adjust plans and resource requirements accordingly
- Experience of setting up and implementing internal processes and procedures
Autonomy/Freedom to Act
Essential
- Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often challenging timescales
Person Specification
Qualifications
Essential
- Educated to A-Level level.
- Ability to demonstrate a high level or literacy, writing and verbal communication.
Desirable
- Educated to Under-graduate degree level in relevant area e.g. Management Studies subject or equivalent level qualification or significant experience of working at a similar level in specialist area.
Experience
Essential
- Experience of NHS Complaints Management - ideally in primary care
- Experience of managing a team
- Significant experience of successfully operating in a politically sensitive environment
- Evidence of continued professional development
- Demonstrated experience of co-ordinating projects in complex and challenging environments
- Experience of managing risks and reporting
- Experience of drafting briefing papers and correspondence at senior management team level
Desirable
- Experience of monitoring budgets and business planning processes
- Understanding the public sector
- Demonstrated experience in a healthcare environment
Skills and Capabilities
Essential
- Being resilient in managing highly emotive situations with both staff and complainants on a regular basis
Communication Skills
Essential
- Clear communicator with excellent written and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately to a diverse and varied range of audiences consisting of internal and external stakeholders.
- Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required
Analytical Skills
Essential
- Ability to analyse very complex issues where material is conflicting and drawn from multiple sources
- Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making
- Experience of setting up and implementing internal processes and procedures
Planning Skills
Essential
- Demonstrated capability to plan over short, medium and long term timeframes and adjust plans and resource requirements accordingly
- Experience of setting up and implementing internal processes and procedures
Autonomy/Freedom to Act
Essential
- Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often challenging timescales
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Putneymead Group Medical Practice
Address
266 Upper Richmond Road
Putney
London
SW15 6TQ
Employer's website
Employer details
Employer name
Putneymead Group Medical Practice
Address
266 Upper Richmond Road
Putney
London
SW15 6TQ
Employer's website
For questions about the job, contact:
Date posted
09 February 2024
Pay scheme
Other
Salary
Depending on experience £34,000 - £37,500 pa depending on experience
Contract
Permanent
Working pattern
Full-time
Reference number
A4516-24-0001
Job locations
266 Upper Richmond Road
Putney
London
SW15 6TQ
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