Job responsibilities
Practice Policy
The
smooth working of the practice depends on good and efficient co-operation
between Doctors, Practice and Business Development Manager, Team Leaders, Care
Navigators (Receptionists), Secretaries, Nurses and other team members. We aim to have a good relationship between
all the Partners, Practice and Business Development Manager,
staff and patients.
Key Relationships
GPs
and practice staff
Clinical
commissioning support team
Hospital
managers and admin teams
GP
liaison manager
Hertfordshire
Community NHS Trust
Hertfordshire
Partnership NHS Trust
Patients
Job Summary
Guiding
patients to the most appropriate care, either internally or signposting to
external service providers. To contribute to a smooth and efficient reception
area, providing a caring and effective service to patients and doctors ensuring
that all practice needs are catered for.
Provide general assistance to the practice team
and project a positive and friendly image to patients and other visitors either
in person or via the telephone
Job Responsibilities
To
ensure an effective and efficient reception is provided to patients and any
other visitors to the practice via the online access service.
Deal
with all general enquiries, explain procedures and make new and follow-up appointments. Using your own judgement and communication
skills ensure that patients with no prior appointment but who need urgent
consultation are seen in a logical and non-disruptive manner.
Explain
practice arrangements and formal requirements to new patients and those seeking
temporary cover and ensure procedures are completed.
Receive
and make telephone calls as required.
Divert calls, take messages ensuring accuracy of detail and prompt appropriate
delivery.
Enter
requests for home visits on to the computer ensuring careful recording of all
relevant details and where necessary refer to the Duty Doctor.
Advise
patients of relevant charges for private, non general medical services. Accept payment and issue receipts for same
where required.
Enter
patient information on to computer as required.
Adhering
to GDPR
Using the Computer
Accessing
the computer for the purposes of extracting registration details, path results,
medication information and referral data.
Finding
details of immunisations and health promotion and medical reports if required.
Inputting
data as requested if required.
Using
SystmOne to book patient appointments and learning the various tasks involved
with computerised appointments.
Administration
To
have a thorough knowledge of all practice procedures
To
work in accordance with written protocols
Pulling,
filing notes for surgeries and update as necessary when required. When required making sure medical records are
updated
Filing
of prescriptions ready for collection
Knowing
the purpose of various forms and where they are kept, eg temporary resident,
new patient forms, change of address forms
Reception
Receiving
patients
Consulting
with members of the practice team
Handing
completed repeat prescriptions to patients, checking names and addresses
Be
able to cover all reception positions as necessary
Dealing
with all patients or their relatives, friends or neighbours with their requests
for appointment
Make
adequate notes to pass on accurate messages
Coping
with requests which are made for appointments, visits, collection of
prescriptions, letters or messages left or to be left
Process
appointment requests for current and future appointments either by telephone or
face to face
Deal
with visit requests
Be
prepared to take the initiative to call an ambulance in an emergency if a
doctor is not immediately available
Dealing with Incoming
Requests
Dealing
with requests and queries via online service
Passing
on results and reports to patients via the online service
Making
telephone calls at the doctors request either:
a)
To
obtain the person on the line that he or she requires such as the Duty Doctor
at the hospital regarding an admission, the chemist, the medical secretaries at
the hospital or patient or relative of a patient
b)
To
make a call on behalf of a new member of the practice team and/or patient and
to pass on his/her message
Preparing the Consulting
Room
Prepare
the couches with clean rolls of paper towels on bed.
General helpfulness
in the surgery
This
includes:-
Keeping
the office tidy and well organised
Being
required to chaperone clinicians when examining patients
Premises
Open
up premises at the start of the day when first to arrive. Deactivate alarm and make all necessary
preparations to receive patients.
When
last to leave at the end of the day ensure that the building is totally
secured, internal lights are off and the alarm activated.
Additional Work
Ability
to work extra hours at short notice to cover absence of team members.
Ability
to travel and work at various sites within the practice.
Confidentiality
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. 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 health care 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 and must not be discussed outside the
practice, on any social media networks, in telephone calls or any private
conversations.
Information
relating to patients, carers, colleagues, other health care 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 the Practice Health & Safety Policy which
you are required to read. These
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 hazard.
Reporting
potential risks identified.
Equality &
Diversity
The
post holder will support the equality, diversity and rights of patients, carers
and colleagues, to include:-
Acting
in a way that recognises the importance of peoples rights interpreting them in
a way consistent with practice procedures and policies and current legislation
Respecting
the privacy, dignity, needs and belief of patients, carers and colleagues
Have
knowledge of the dignity policy in force within the practice
Behaving
in a manner which is welcoming to the individual, is non-judgemental and
respects their circumstances, feelings, priorities and rights
Personal/professional
development
The
post holder will participate in any training programme implemented by the
practice as part of this employment.
Learn
about the general organisation of the practice and understand how it is
run. During the induction you will be
expected to familiarise yourself with the Practice Training Manual and answer
questions on it. During the first three
months you will be expected to complete the Work Activity Book.
Understanding
and being able to use the computer after appropriate training.
Be
willing to undertake training courses suggested by the doctors or practice manager
understanding these may be in your own time.
Be
willing to attend in-house training sessions occasionally in your own time.
Be
willing to attend staff meetings occasionally in your own time.
Take
responsibility for your 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
their own performance and take accountability for own actions either directly
or under supervision
Contribute
to effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the team performance
Work
effectively with individuals in other agencies to meet patient needs
Effectively
manage own time, workload and resources
Communication
The
post holder should recognise the importance of effective communication within
the team and will strive to:-
Communicate
effectively with other team members
Communicate
effectively with patients and carers
Recognise
peoples needs for alternative methods of communication and respond accordingly