Job summary
The Nursing Auxiliary/Receptionist is a key member of the Urgent Treatment Centre (UTC) team, supporting the delivery of high-quality patient care across multiple sites. This hybrid role combines clinical support duties with front-line reception and administrative responsibilities to ensure a seamless, safe, and compassionate experience for patients in a fast-paced environment.
This position requires excellent interpersonal and organisational skills, the ability to work under pressure, and flexibility to work a rotating shift pattern, including nights and weekends, as part of a 24/7 service. Experience in healthcare settings, particularly within the NHS or urgent care, is highly desirable. The successful candidate will demonstrate a strong commitment to patient care, equality, and teamwork, and will play a vital role in maintaining the UTCs high standards of service delivery and safety.
Main duties of the job
The role plays a vital part in maintaining infection control, safeguarding standards, and supporting effective communication within the team.Working collaboratively with clinical and non-clinical staff, the Nursing Auxiliary provides essential support in the management of patients, assists in clinical practice under the supervision of qualified professionals, and ensures accurate and efficient administrative processing through PELCs systems. Responsibilities include welcoming and registering patients, monitoring patient flow, supporting medicines management, overseeing the waiting area, and responding to patient needs with empathy and professionalism. The role also plays a vital part in maintaining infection control, safeguarding standards, and supporting effective communication within the team.
Provide a professional and efficient front-line reception service, including registering patients, managing the waiting area, and handling queries.Ensure accurate and confidential entry of patient information into systems such as Medway, Symphony, and Adastra.Assist with medicines and consumables management, including stock checks, temperature monitoring, and safe handling of prescriptions.Act as a chaperone for clinical procedures when required.
About us
The Partnership of East London Cooperatives Limited (PELC), is a non-profit member-based organisation delivering urgent care to a population of over 2 million people in North East London at four Urgent Treatment centres located at the following hospitals:
- Queens Hospital in Romford,
- King George Hospital in Goodmayes,
- Barking Hospital in Barking, and
- Harold Wood Polyclinic in Harold Wood.
PELC also provides Out of Hours Home Visiting and an Outreach service to the homeless community in the boroughs we serve. All our services are regulated by the Care Quality Commission (CQC).
PELCs membership is drawn from GPs, health professionals, patient representatives, and staff in the boroughs we serve-Barking and Dagenham, Havering, and Redbridge. The organisation reinvests all profits into improving its services and has no shareholders.
Job description
Job responsibilities
Key Responsibilities1. Patient Support and Clinical Assistance
-
Support qualified clinical staff in the delivery of safe, effective, and person-centred care within scope of practice.
-
Assist patients in navigating the urgent care system, including providing reassurance and non-clinical advice where appropriate.
-
Act as a chaperone for intimate examinations or procedures, ensuring patient comfort and upholding dignity and confidentiality at all times.
-
Promote equality and non-discriminatory practice, respecting patients cultural beliefs, identity, and individual needs.
-
Provide empathetic support to patients and relatives, particularly during times of distress, illness, or emotional vulnerability.
-
Escalate concerns about a patients condition or behaviour to a clinical colleague or site supervisor promptly and appropriately.
2. Reception and Front-of-House Responsibilities
-
Deliver a professional, welcoming, and efficient reception service for all patients, carers, and visitors entering the UTC.
-
Greet patients in a calm, courteous manner and manage initial enquiries both face-to-face and via telephone.
-
Register patient demographics and presenting complaints accurately and confidentially using systems such as Medway, Symphony, and Adastra.
-
Monitor and oversee the waiting area, ensuring patients are seen in line with clinical urgency and maintaining awareness of wait times.
-
Direct patients and visitors to appropriate areas within the Emergency and Urgent Care Centre, including Majors, Minors, Resuscitation, and Paediatrics.
-
Escalate any delays, risks, or capacity issues to the UTC supervisor to maintain safe and effective flow.
3. Information Management and Administration
-
Ensure accurate entry of patient data and timely updates to the clinical systems, maintaining confidentiality in line with GDPR and Caldicott principles.
-
Handle incoming and outgoing communications via phone, email, and fax in a professional and timely manner.
-
Prepare clinical documentation including forms, duplicate records, and patient notes as required by clinicians or operational supervisors.
-
Check and respond to daily emails and system messages relevant to the service.
-
Assist in the collation of daily streaming and attendance data and input relevant activity logs for reporting and audit purposes.
-
Maintain stock of patient leaflets, feedback forms, and general information materials in waiting and consultation areas.
4. Medicines and Consumables Management
-
Work collaboratively with the medicines management team to support the safe storage, use, and disposal of medicines and medical consumables.
-
Monitor and record medication room temperatures and fridge readings, escalating any anomalies to the duty supervisor promptly.
-
Ensure prescriptions (FP10s) are handled in line with PELCs Prescription Management Guidelines, including loading into printers, maintaining logs, and secure storage.
-
Track medication dispensing and support clinicians in completing medication documentation accurately.
-
Alert the site supervisor or Clinical Lead to any concerns regarding stock shortages, expiry dates, or broken medical equipment.
5. Infection Control and Housekeeping
-
Adhere strictly to infection prevention and control procedures in both clinical and non-clinical areas.
-
Ensure all consultation rooms are clean, adequately stocked, and signed off in accordance with CQC standards.
-
Respond promptly and appropriately to any bodily fluid spills or cleaning requirements, following prescribed procedures and using the appropriate PPE.
-
Maintain a clean, safe, and welcoming environment in reception and waiting areas.
-
Support cleaning audits or inspections by ensuring readiness and documentation is up to date.
6. Safeguarding and Risk Management
-
Be alert to signs of abuse, neglect, or other safeguarding risks and raise concerns promptly in accordance with PELCs safeguarding protocols.
-
Ensure the Child Protection Information Sharing (CP-IS) system is checked when registering children, and escalate alerts to the appropriate clinician.
-
Report incidents, accidents, or near misses via the DATIX incident reporting system and escalate to the duty supervisor or on-call manager as required.
-
Promote a culture of openness and accountability in reporting safety concerns or breaches of policy.
7. Teamworking and Communication
-
Maintain effective working relationships with colleagues across clinical, administrative, and managerial teams.
-
Participate in team briefings, handovers, and huddles to ensure clear and accurate communication of patient and operational updates.
-
Offer mutual support to colleagues during busy periods, adapting to the dynamic needs of the UTC environment.
-
Communicate clearly, compassionately, and professionally with patients, carers, and the wider multidisciplinary team.
8. Compliance and Flexibility
-
Adhere to all PELC and NHS Trust policies, including those related to confidentiality, data protection, equality, and health and safety.
-
Complete all mandatory training in a timely manner, including safeguarding, infection control, and chaperoning.
-
Maintain awareness of organisational performance targets such as waiting times and contribute proactively to their achievement.
-
Be flexible in approach to working hours and location, participating in shift rotations including nights, weekends, and public holidays to ensure 24/7 service coverage.
-
Support business continuity by following manual procedures during system downtimes or emergencies.
Job description
Job responsibilities
Key Responsibilities1. Patient Support and Clinical Assistance
-
Support qualified clinical staff in the delivery of safe, effective, and person-centred care within scope of practice.
-
Assist patients in navigating the urgent care system, including providing reassurance and non-clinical advice where appropriate.
-
Act as a chaperone for intimate examinations or procedures, ensuring patient comfort and upholding dignity and confidentiality at all times.
-
Promote equality and non-discriminatory practice, respecting patients cultural beliefs, identity, and individual needs.
-
Provide empathetic support to patients and relatives, particularly during times of distress, illness, or emotional vulnerability.
-
Escalate concerns about a patients condition or behaviour to a clinical colleague or site supervisor promptly and appropriately.
2. Reception and Front-of-House Responsibilities
-
Deliver a professional, welcoming, and efficient reception service for all patients, carers, and visitors entering the UTC.
-
Greet patients in a calm, courteous manner and manage initial enquiries both face-to-face and via telephone.
-
Register patient demographics and presenting complaints accurately and confidentially using systems such as Medway, Symphony, and Adastra.
-
Monitor and oversee the waiting area, ensuring patients are seen in line with clinical urgency and maintaining awareness of wait times.
-
Direct patients and visitors to appropriate areas within the Emergency and Urgent Care Centre, including Majors, Minors, Resuscitation, and Paediatrics.
-
Escalate any delays, risks, or capacity issues to the UTC supervisor to maintain safe and effective flow.
3. Information Management and Administration
-
Ensure accurate entry of patient data and timely updates to the clinical systems, maintaining confidentiality in line with GDPR and Caldicott principles.
-
Handle incoming and outgoing communications via phone, email, and fax in a professional and timely manner.
-
Prepare clinical documentation including forms, duplicate records, and patient notes as required by clinicians or operational supervisors.
-
Check and respond to daily emails and system messages relevant to the service.
-
Assist in the collation of daily streaming and attendance data and input relevant activity logs for reporting and audit purposes.
-
Maintain stock of patient leaflets, feedback forms, and general information materials in waiting and consultation areas.
4. Medicines and Consumables Management
-
Work collaboratively with the medicines management team to support the safe storage, use, and disposal of medicines and medical consumables.
-
Monitor and record medication room temperatures and fridge readings, escalating any anomalies to the duty supervisor promptly.
-
Ensure prescriptions (FP10s) are handled in line with PELCs Prescription Management Guidelines, including loading into printers, maintaining logs, and secure storage.
-
Track medication dispensing and support clinicians in completing medication documentation accurately.
-
Alert the site supervisor or Clinical Lead to any concerns regarding stock shortages, expiry dates, or broken medical equipment.
5. Infection Control and Housekeeping
-
Adhere strictly to infection prevention and control procedures in both clinical and non-clinical areas.
-
Ensure all consultation rooms are clean, adequately stocked, and signed off in accordance with CQC standards.
-
Respond promptly and appropriately to any bodily fluid spills or cleaning requirements, following prescribed procedures and using the appropriate PPE.
-
Maintain a clean, safe, and welcoming environment in reception and waiting areas.
-
Support cleaning audits or inspections by ensuring readiness and documentation is up to date.
6. Safeguarding and Risk Management
-
Be alert to signs of abuse, neglect, or other safeguarding risks and raise concerns promptly in accordance with PELCs safeguarding protocols.
-
Ensure the Child Protection Information Sharing (CP-IS) system is checked when registering children, and escalate alerts to the appropriate clinician.
-
Report incidents, accidents, or near misses via the DATIX incident reporting system and escalate to the duty supervisor or on-call manager as required.
-
Promote a culture of openness and accountability in reporting safety concerns or breaches of policy.
7. Teamworking and Communication
-
Maintain effective working relationships with colleagues across clinical, administrative, and managerial teams.
-
Participate in team briefings, handovers, and huddles to ensure clear and accurate communication of patient and operational updates.
-
Offer mutual support to colleagues during busy periods, adapting to the dynamic needs of the UTC environment.
-
Communicate clearly, compassionately, and professionally with patients, carers, and the wider multidisciplinary team.
8. Compliance and Flexibility
-
Adhere to all PELC and NHS Trust policies, including those related to confidentiality, data protection, equality, and health and safety.
-
Complete all mandatory training in a timely manner, including safeguarding, infection control, and chaperoning.
-
Maintain awareness of organisational performance targets such as waiting times and contribute proactively to their achievement.
-
Be flexible in approach to working hours and location, participating in shift rotations including nights, weekends, and public holidays to ensure 24/7 service coverage.
-
Support business continuity by following manual procedures during system downtimes or emergencies.
Person Specification
Experience
Essential
- At least 6-12 months of experience working as a nursing auxiliary or in a similar healthcare role
- Previous experience in a healthcare, urgent care, or receptionist role
Desirable
- Previous experience in a conflict management and violence/aggression training program
- Ability to work calmly under pressure in a fast-paced environment
Qualifications
Essential
- NVQ Level 2 or equivalent in a relevant healthcare field
Desirable
Attributes
Essential
- Compassion, empathy, and a genuine desire to help others
- A positive and professional attitude
- Flexibility and adaptability to changing work environments and demands
- Cultural sensitivity and awareness of the needs of diverse patient populations
- Ability to maintain composure under pressure and handle stressful situations calmly
Development
Essential
- Willingness to participate in ongoing training and development to enhance skills and knowledge.
- Commitment to continuous learning and improvement.
Knowledge & Skills
Essential
- Demonstrates a strong understanding of the principles of patient care and the role of a nursing auxiliary.
- Excellent communication and interpersonal skills, including the ability to interact effectively with patients, families, and healthcare professionals.
- Excellent communication and interpersonal skills, including the ability to interact effectively with patients, families, and healthcare professionals.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Ability to prioritize tasks and manage workload effectively.
- Attention to detail and accuracy in completing tasks.
- Proficiency in basic medical equipment, such as ECG machines and blood pressure monitors.
- Ability to respond appropriately to emergency situations and follow emergency protocols.
- Knowledge of NHS policies and procedures, including those related to patient safety, infection control, and safeguarding.
Person Specification
Experience
Essential
- At least 6-12 months of experience working as a nursing auxiliary or in a similar healthcare role
- Previous experience in a healthcare, urgent care, or receptionist role
Desirable
- Previous experience in a conflict management and violence/aggression training program
- Ability to work calmly under pressure in a fast-paced environment
Qualifications
Essential
- NVQ Level 2 or equivalent in a relevant healthcare field
Desirable
Attributes
Essential
- Compassion, empathy, and a genuine desire to help others
- A positive and professional attitude
- Flexibility and adaptability to changing work environments and demands
- Cultural sensitivity and awareness of the needs of diverse patient populations
- Ability to maintain composure under pressure and handle stressful situations calmly
Development
Essential
- Willingness to participate in ongoing training and development to enhance skills and knowledge.
- Commitment to continuous learning and improvement.
Knowledge & Skills
Essential
- Demonstrates a strong understanding of the principles of patient care and the role of a nursing auxiliary.
- Excellent communication and interpersonal skills, including the ability to interact effectively with patients, families, and healthcare professionals.
- Excellent communication and interpersonal skills, including the ability to interact effectively with patients, families, and healthcare professionals.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Ability to prioritize tasks and manage workload effectively.
- Attention to detail and accuracy in completing tasks.
- Proficiency in basic medical equipment, such as ECG machines and blood pressure monitors.
- Ability to respond appropriately to emergency situations and follow emergency protocols.
- Knowledge of NHS policies and procedures, including those related to patient safety, infection control, and safeguarding.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
