Job responsibilities
Key Responsibilities
To
respond to all queries and requests for assistance from patients and visitors
at reception ensuring at all times that enquires from patients are efficiently
and courteously handled.
To
ensure that telephones are at all times answered promptly and politely at all
times, accurate messages taken and calls passed to the appropriate person as
necessary, supplying information as required in a timely fashion.
To
ensure that scanning, filing, record keeping and distribution of documents are
undertaken efficiently and promptly.
To
ensure that the waiting area and leaflet stands are at all times kept tidy and
leaflets are re-stocked or removed as required and to check and put away
deliveries of stock as required.
Use the
surgery computer system for appointments, patient data, repeat prescriptions
and other patient related tasks.
Greet
patients and log arrival on the computer/show patients how to use the automated
booking in service.
Collect
any necessary information from the patient for their consultation, deal with
any enquiries and provide any information the patient may need.
To send
out recall letters for chronic disease quality marker clinics in line with
requirements of the GP Contract.
Record
requests for house calls, ensuring accurate details are taken and print off
visit summary.
To
frank mail and prepare for posting on a daily basis and deal with including
incoming mail as required, including date stamping.
To file
all correspondence in appropriate files on a daily basis.
To
prepare acute/repeat prescriptions for GP signature, ensuring at all times the
correct name, address and date of birth of the patient.
To
assist with new patient registrations together with inputting their necessary
data onto computer and making up new files/amalgamating and process amendments
to patient records.
To book
interpreters as and when required for patients and advise whether or not
request has been completed.
To
ensure the prompt return of files on a weekly basis to Business Service
Organisation (BSO), ensuring that a printed summary/scanned images are included
before returning patient files to BSO. (CCG currently).
To
carryout routine daily backups of computer system.
To
advise patients of relevant charges for private services, accept payment and
issue receipts if necessary.
To
photocopy and fax information when required, ensuring photocopying is kept up
to date at all times.
To
cover duties of absent members of staff as and when required including cover
during tea/lunch breaks at reception as and when required.
To send
out DNA letters to patients.
To act
as chaperone when requested and print off smear forms for the patient/check
patient specific directives (PSD).
To
attend staff meetings as required and participate fully in annual staff
appraisal.
Any
other clerical/reception duties as deemed appropriate and requested by senior
receptionists or line managers.
To be
flexible in the workplace in terms of hours worked as and when the need arises
and be prepared to work across sites.
To
operate start and end of day procedures in line with practice policy and ensure
premises are prepared for staff to receive patients and also secured after use.
To
provide an efficient audio/copy typing service for GPs and health professionals
as required. This includes the typing of letters, reports, patient referrals
and liaising with organisations relating to patient matters in an accurate and
quality manner.
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
will have access to confidential information relating to patients and their
carers, staff and other healthcare workers. They may also have access to
information relating to Suffolk Primary Care as a business organisation.
All such information from any source is to be regarded as strictly confidential
Information
relating to patients, carers, colleagues, other healthcare workers or the
business of Suffolk Primary Care may only be divulged to authorised persons in
accordance with Suffolk Primary Care 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 Suffolk Primary
Cares Health & Safety Policy, to include:
Using personal security systems within
the workplace according to Suffolk Primary Care 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, 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 that is consistent with Suffolk Primary
Care 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, feelings
priorities and rights.
Personal/Professional Development
The
post-holder will participate in any training programme implemented by Suffolk
Primary Care 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
Monthly training sessions as necessary
Quality
The
post-holder will strive to maintain quality within Suffolk Primary Care, 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
The post-holder should
recognize 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
Contribution to the Implementation of Services
The
post-holder will:
Apply Suffolk Primary Care 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
Equal Opportunities
Suffolk
Primary Care is an equal opportunities employer and you will be expected to
comply with all relevant policies and procedures
Right to work
All
applicants must have the legal right to work in the United Kingdom at the time
of application and throughout the duration of employment. This includes holding
a valid visa or immigration status that permits employment in the UK, if
applicable.
Suffolk
Primary Care is unable to employ or continue to employ individuals who do not
have, or are unable to provide evidence of, their right to work in the UK.
Code of Conduct
All
staff are required to work in accordance with the code of conduct for their
professional group (e.g. Nursing and Midwifery Council, Health Professions
Council, General Medical Council, NHS Code of Conduct for Senior Managers).
Infection control
It is
the responsibility of all staff, whether clinical or non-clinical, to
familiarise themselves with and adhere to current policy in relation to the
prevention of the spread of infection.
Clinical staff, on entering and leaving clinical areas and between
contacts with patients, must apply alcohol gel to their hands and also wash
their hands frequently with soap and water. Staff are required to communicate
any infection risks to the Infection Control lead.
Complaints
From time to time, complaints may occur, no matter how
professional the approach of our staff.
All complaints are investigated promptly, and the full co-operation of
staff is required. The current guidelines amplify the above points with
policies and procedures explained.
Clinical Governance and Risk management
Suffolk Primary Care believes everyone has a role
to play in improving and contributing to the quality of care provided to our
patients. As an employee of the practice you are expected to take a proactive
role in supporting Suffolk Primary Cares clinical governance agenda by:
Taking part in activities for improving
quality such as clinical audit
Identifying and managing risks through
incident and near miss reporting and undertaking risk assessments
Following polices, guidelines and procedures
Maintaining continued professional development
Clinical staff making entries into patient
health records are required to follow any Suffolk Primary Care standards of record keeping
