Job summary
Reception
staff are very much at the heart of our team at Close Farm Surgery. They are
the first point of contact for most of our patients and we are very lucky that
they provide a kind and caring service to our patients. As we have a wide range
of healthcare professions who work within the surgery, receptionists are
trained to signpost patients to the appropriate healthcare option for their
need using established protocols.
We have a
lovely team of receptionists and are ideally looking for someone to work on the
following hours: Monday 7.45am 6.30pm, Wednesday 7.45am 6.30pm and Friday 1pm
6.30pm.
Please note that the hourly rate will start at £10.63 increasing to £10.86 upon successful completion of a 3 month training and probationary period.
Main duties of the job
To ensure that we can offer the best service to our patients, the reception role mainly covers answering the phones in our admin office upstairs and covering the front reception desk dealing with patients who come into the surgery. The role also includes other admin work to help the practice.
About us
We are a small semi-rural practice with 7,250 registered patients and our boundary area mainly covers the villages of North Common, Oldland Common, Cadbury Heath, Warmley, Longwell Green, Willsbridge, and up to Bitton.
We were recently voted the second best surgery in Bristol by our patients in the 2023 National GP Patient Survey which is testament to the hard work and dedication of our fabulous team.
We have a team of clinical staff consisting of Partners, Salaried GPs, a Nurse Practitioner, nurses and HCAs, Clinical Pharmacist and Pharmacy Technician as well as a Practice Manager, Assistant Practice Manager and admin support staff.
We operate from a lovely converted farmhouse in the village of North Common which has plenty of free parking for staff.
All consulting rooms are situated on the ground floor and there is a small dispensary next to reception. Upstairs houses admin rooms, staff room and kitchen, plus a room for meetings and training. Patients are encouraged to see their named GP and are offered a mixture of same-day and pre-bookable face to face appointments plus telephone consultations.
Our practice ethos is very much based around continuity of care, support and good team working.
We have a team of fantastic and dedicated staff who complement each other in their knowledge, skills and experience. We get together socially to encourage friendships and to bring the team together. We also support charitable work to put something into our community and medical profession.
Job description
Job responsibilities
Job purpose:
Offer admin assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, either in person or via the telephone
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Job responsibilities:
- Ensure patient and practice confidentiality is maintained at all times as laid down in your Contract of Employment
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery to members of the clinical and non-clinical team
- Deal with all general enquiries, explain procedures and make new and follow-up appointments as appropriate on either an urgent or routine basis either in person or on the telephone
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice at all times
- Explain practice registration arrangements and formal requirements to new patients and those seeking temporary assistance and ensure all necessary forms are completed correctly
- Receive and accurately record requests for home visits and undertake necessary preparation of documents/medical notes prior to doctor making visit if requested
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts
- Hand out signed prescriptions to patients or their nominated representatives ensuring collection details are accurately recorded in the medical records
- Hand out dispensed medication, taking payment where appropriate and ensuring prescription forms are completed appropriately by the patient
- Open, check, scan and record post received both internally and externally
- Answer and respond to admin/practice notes from clinicians and non-clinical colleagues contacting patients where appropriate
- File away Lloyd George records when required
- Process requests for repeat medication in line with agreed
- protocols
- Assist colleagues with the recall of due and overdue screening programmes (cervical smears and mammograms) sending our letters, text messages or telephoning patients to book appointments
- Assist colleagues with managing the minor surgery clinics liaising with the Assistant Practice Manager to organise clinic dates
- Order stationery ensuring that the practice maintains adequate stock levels of key items
- Assist colleagues in rearranging clinics when appropriate
- Undertake any other additional duties appropriate to the post as requested by the Partners, Practice Manager or Assistant Practice Manager
- The ability to work extra hours to cover holidays and sickness from time to time is also essential
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 healthcare 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
- Information relating to patients, carers, colleagues, other healthcare 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 in the practice Health & Safety Policy, to 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 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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice 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 the practice 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.
- Complete on-line training provided by the practice on all appropriate topics
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 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 colleagues and other practice team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audits where appropriate
Job description
Job responsibilities
Job purpose:
Offer admin assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, either in person or via the telephone
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Job responsibilities:
- Ensure patient and practice confidentiality is maintained at all times as laid down in your Contract of Employment
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery to members of the clinical and non-clinical team
- Deal with all general enquiries, explain procedures and make new and follow-up appointments as appropriate on either an urgent or routine basis either in person or on the telephone
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice at all times
- Explain practice registration arrangements and formal requirements to new patients and those seeking temporary assistance and ensure all necessary forms are completed correctly
- Receive and accurately record requests for home visits and undertake necessary preparation of documents/medical notes prior to doctor making visit if requested
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts
- Hand out signed prescriptions to patients or their nominated representatives ensuring collection details are accurately recorded in the medical records
- Hand out dispensed medication, taking payment where appropriate and ensuring prescription forms are completed appropriately by the patient
- Open, check, scan and record post received both internally and externally
- Answer and respond to admin/practice notes from clinicians and non-clinical colleagues contacting patients where appropriate
- File away Lloyd George records when required
- Process requests for repeat medication in line with agreed
- protocols
- Assist colleagues with the recall of due and overdue screening programmes (cervical smears and mammograms) sending our letters, text messages or telephoning patients to book appointments
- Assist colleagues with managing the minor surgery clinics liaising with the Assistant Practice Manager to organise clinic dates
- Order stationery ensuring that the practice maintains adequate stock levels of key items
- Assist colleagues in rearranging clinics when appropriate
- Undertake any other additional duties appropriate to the post as requested by the Partners, Practice Manager or Assistant Practice Manager
- The ability to work extra hours to cover holidays and sickness from time to time is also essential
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 healthcare 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
- Information relating to patients, carers, colleagues, other healthcare 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 in the practice Health & Safety Policy, to 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 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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice 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 the practice 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.
- Complete on-line training provided by the practice on all appropriate topics
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 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 colleagues and other practice team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audits where appropriate
Person Specification
Experience
Essential
- - Computer literate (Microsoft Office, email and bespoke software)
- - Ability to work under pressure
- - GCSE or equivalent in English and Maths
- - Excellent customer service and communication skills
- - A kind, caring and calm nature
- - Experience of working in a team
- - Able to organise own workload and take a flexible approach
- - Ability to work on own initiative, be self-motivated with a can-do attitude
- - Ability to deal with confidential and sensitive information
- - Ability to work additional hours if necessary to cover for periods of sickness, annual leave or training
- - Awareness of cultural and social influences on health and the importance of respecting diversity and differences
- - Willingness to maintain and progress knowledge and skills by attending on-going and regular training
Desirable
- - Previous experience of NHS or General Practice setting
- - Knowledge of EMIS Web Clinical IT System
Person Specification
Experience
Essential
- - Computer literate (Microsoft Office, email and bespoke software)
- - Ability to work under pressure
- - GCSE or equivalent in English and Maths
- - Excellent customer service and communication skills
- - A kind, caring and calm nature
- - Experience of working in a team
- - Able to organise own workload and take a flexible approach
- - Ability to work on own initiative, be self-motivated with a can-do attitude
- - Ability to deal with confidential and sensitive information
- - Ability to work additional hours if necessary to cover for periods of sickness, annual leave or training
- - Awareness of cultural and social influences on health and the importance of respecting diversity and differences
- - Willingness to maintain and progress knowledge and skills by attending on-going and regular training
Desirable
- - Previous experience of NHS or General Practice setting
- - Knowledge of EMIS Web Clinical IT System
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.
