Job responsibilities
Provide
support to customer and visitor reception areas, acting as the first point of
enquiry and sign posting individual to relevant information / service.
Arrange
and book clinical appointments, in liaison with clinical staff, secretaries and
patients.
Maximise
the use of electronic systems to enable effective management of the service
area such as SystmOne patient record system, Microsoft Office, Excel and
scanning devices.
To
monitor and respond to emails on behalf of P-CAP in a timely manner.
Telephone
calls to patients on behalf of the P-CAP clinicians.
To
maintain accurate and timely electronic and hard copy information using organisational systems
as directed and in line with policies.
Supporting operational staff to access management information,
electronic and hard copy.
Able
to work on own initiative, prioritising work within defined policies and
procedures to set timescales.
Promote
the image of the department, checking that notices and leaflets are up to date
& well presented.
Ensure that all
complaints, compliments, concerns, comments, and suggestions are appropriately
recorded, and where possible resolved within level of role or escalated
appropriately.
Liaise with
families and clinicians to ensure prescriptions are issued and collected in a
timely manner, whilst following current policy.
Collect and prepare information for service area users with support
of line manager.
Be
compliant with the Data Protection and record management policies and
procedures with reference to confidentiality and safeguarding issues.
Be
proactive and contribute ideas for improvement in the way the service is
delivered.
Ensure
that all office support services e.g., post, email, filing, and photo copying
are delivered in a timely manner.
Demonstrate
own activities to new or less experienced employees.
Monitor stock e.g.,
stationery and order supplies and equipment as required within the business
area
Physical Effort:Frequent
sitting & standing. Inputting at a keyboard for most of day, frequent light
effort to lift
May
have to occasionally move presentation equipment and office supplies or clinic
consumables.
Mental Effort:Frequent concentration is required when
inputting into patient systems, typing documents, making appointments &
processing records with a need to ensure accuracy
Emotional Effort:There
will be some exposure to service users who may exhibit difficult, challenging
behaviours and emotional outbreaks.
Working conditions:Exposure
to unpleasant conditions is rare/occasional. May be exposed to verbal
aggression from patients. Will use VDU for high proportion of time. The flexible nature of the job may require post holder
to move within the team or within the wider organisational setting as required
and undertake similar duties
Key Behaviour Competencies:
Working together
Be straightforward in our dealings with each other and build
relationships
Listen to others and explain the decisions we have made
Recognise and remove barriers to action
Create an open and positive learning culture
Learn from mistakes & ask others for support where necessary
Be aware of ones own behaviour, values, attitudes, strengths and
weaknesses.
Ability to reflect on ones behaviour and change them.
Uphold the values and be proud to be part of the organisation and ensure appearance is
professional & name badge visible
Act With Integrity
Be honest and do what you say you will do
Take responsibility and be accountable for your actions
Guard and build the organisations reputation
Consider the human and social impact of our work
Treat everyone in a friendly,courteous manner; smile &
make eye contact
Building Success Together
Be compassionate and accepting of others.
Be straightforward in our dealings with each other and build
relationships
Listen to others and explain the decisions we have made
Agree on our goals and see them through
Treat each other with dignity and respect
Learn from each others experiences
Understand and recognise each others contributions of being of
equal value
Be prepared to challenge the status quo
Contribute to the organisations success
Stretch the boundaries of personal performance
Look for better ways of working to achieve improvements
Caring for patients
Aim to meet the needs of our patients and partners in care
Use initiative to enhance care in innovative and imaginative ways
Respect individual cultural differences; challenge bias &
prejudice
Provide a high quality and safe service for patients
Maintain privacy and ensure confidential information is kept safe
Question poor practice, process & behaviour
Health and
Safety at Work and Infection Control:
The post holder is required to take reasonable care for his/her own
health and safety and that of other persons who may be affected by his/her acts
of omissions. The post holder is also required to ensure that all staff under
his/her control adheres to relevant statutory regulations, Livewell Southwest
policies, department safety procedures, COSHH.
Additional
information for all posts
The post holder is required to comply with all
relevant policies and procedures pertinent to their post. Current versions can
be found on the intranet or via your manager. The areas listed below are those Livewell Southwest currently places particular emphasis on. Failure to follow correct policies and procedures may result in disciplinary action.
Health and
Safety at Work and Infection Control:
The post holder is required to take reasonable care for his/her own
health and safety and that of other persons who may be affected by his/her acts
of omissions. The post holder is also required to ensure that all staff under
his/her control adheres to relevant statutory regulations, Livewell Southwest
policies, department safety procedures, COSHH.
Additional
information for all posts
The post holder is required to comply with all
relevant policies and procedures pertinent to their post. Current versions can
be found on the intranet or via yourmanager. The
areas listed below are those Livewell Southwest currently places particular
emphasis on. Failure to follow correct policies and procedures may result in
disciplinary action.
Risk Management:
In Accordance with the Risk Management Strategy, employees will
participate, whenever required, with the risk management process. They will
support line managers by attending mandatory and statutory training, completing
incident/accident forms for every adverse event or near miss that occurs,
report all defects and complaints, and communicate any dangerous situation to
individuals potentially at risk.
Health and Safety at Work:
You must co-operate with those in authority and others in meeting the
statutory requirements and in following policies and procedures. A copy of the Health and Safety Policy is
available from the intranet or from the Risk Management Department.
You are reminded that in accordance with the Health and Safety at Work
Act 1974 you have a duty to take reasonable care to avoid injury to yourself
and to others affected by your work activities.
You will be notified where your post carries a requirement for
immunisation.
You may be
required to be able to undertake physical intervention training and participate
in physical intervention as part of a physical intervention team and BLS.
Infection Control:
Livewell
Southwest is determined to eradicate healthcare-acquired infection and puts a
great deal of emphasis on the responsibility of all staff to ensure their own
personal and others compliance with Infection Control (including Hand Washing)
Policies.
All staff must comply
with infection control policies and guidance, attend relevant updates and
report issues of concern to their immediate line manager (if no action or
explanation received, then it is the individuals responsibility to escalate
their concerns to the Director of Operations or Chief Executives Office).
Safeguarding Children and Adults:
All employees have a duty to safeguard and promote the welfare of
children and adults and are required to act in such a way that always safeguards
their health and wellbeing. Familiarisation with and adherence to
national and local safeguarding adults and childrens policies is an essential
requirement upon all employees. Livewell Southwest has specific safeguarding
policies and in addition, employees also have a responsibility to practice and
work within the multi-agency policy developed by the Safeguarding Adults Board
and the Safeguarding Children Board. Staff are also required to participate in
related mandatory/statutory training.
Sustainability
and climate change:
All staff are
expected to take responsibility for the reduction of carbon emissions within
their area of the organisation. In particular this may relate to reducing
energy consumption, making low carbon travel choices, consideration of goods
and services being purchased, and waste reduction.
Other:
This Job Description is not exhaustive and may change
as the post develops, but such change will not take place without consultation
between the post holder and his/hermanager.
Job descriptions should be reviewed at least annually at the appraisal meeting.
Livewell Southwest has adopted NO SMOKING and NO
ALCOHOL policies for staff, which applies to all posts. Details of the policy
are available on request and will be included in the statement of main terms
and conditions of service of staff appointed.
