Receptionist (The Lydney Practice)

Job description

Job responsibilities

The duties and responsibilities to be undertaken by members of the Practice reception & administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Senior Receptionist/Practice Manager, dependent on current and evolving Practice workload and staffing levels:

• Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
• Maintaining and monitoring the Practice appointments system
• Processing personal, telephone and electronic/online requests for appointments, visits and consultations, and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail (post and electronic)
• Taking messages and passing on information
• Filing and retrieving paperwork/electronic data
• Processing prescriptions in accordance with Practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

Working conditions

Frequent, prolonged VDU use

Time-pressured environment

High levels of accuracy and attention to detail essential at all times

Exposure to distressing situations and written material

Variable working hours by rota

Requirement to wear uniform

Other responsibilities

• Awareness of and compliance with all relevant G DOC policies/guidelines for your role, e.g. prescribing, confidentiality, data protection, health and safety;
• Contributing to evaluation/audit and clinical standard setting within the organisation as applicable to your role;
• Attending training, Practice meetings and other meetings and events organised by the Practice, PCN, or other agencies such as the ICB, where appropriate;
• Contributing to audits and written returns to ensure that the Practice meets quality standards and receives the designated funding, as appropriate to your role;
• Treating colleagues with courtesy and respect;
• Complying with G DOCs values, and the values of your practice/team.
• As part of the Practice team, contributing to the delivery of QOF and enhanced services.
• Contributing to the management and development of the Primary Care Network, including the performance of work undertaken by the Practice as part of the PCN.
• Helping to ensure that the Practice remains safe and effective, including by the use of clinical audit and learning from significant events and complaints.
• Helping to ensure that the Practice provides a supportive working environment for clinicians, trainees and other employees. Supporting colleagues learning and professional development, as well as your own.
• Helping to ensure that the Practice complies with CQC requirements for primary care, including all fundamental standards of care.
• You will be required to be immunised in compliance with Green Book and NHS recommendations for your role (unless medically exempt).
• Ensuring that you always work within your own competencies and training.
• Observing health and safety guidelines at all times.
• Confidentiality
• Comply with the Confidentiality Agreement.

Health & Safety

• Under the Health and Safety at Work Act 1974, you have a personal responsibility to have regard to your own and others safety.
• You should familiarise yourself with fire exits at all sites where you work, and the action that you should take in the event of a fire.
• Personal alarms are available from G DOC for all GPs, wherever you are working. Your site induction should cover local procedures for summoning external help. Please ensure you familiarise yourself with these local procedures.
• You must comply with site Health and Safety procedures, including those that concern clinical waste, use of hazardous substances, and the use and disposal of sharps.
• Health and safety hazards should be reported to the Practice Manager.
• You should dress appropriately and professionally. To reduce the risk of sharps injuries, shoes should be closed (not open sandals).
• You must ensure that your car is insured for commuting and for any business use, if applicable (e.g. home visits if part of your role).
• GP staff in Gloucestershire have been the victims of serious & sustained stalking and violence. You should not give anyone outside the Practice information about when and where colleagues will be working. Refer any queries about rotas etc to the Practice Manager or G DOC. Be aware that stalkers may have knowledge of the local healthcare system and sound very plausible.

Infection Control

Undertaking training, and following policies and processes, as appropriate to your role.

Any other reasonable duties that may be required from time-to-time.

Safeguarding

Safeguarding is everyones responsibility. Even staff who do not routinely have contact with patients may become aware of a safeguarding concern. You will

• Ensure you are familiar with G DOCs safeguarding procedures
• Report all concerns promptly, following the safeguarding procedures
• Ensure that you maintain an appropriate level of safeguarding training for your role
• Contribute to meetings and other safeguarding processes, as appropriate to your role.

Equality and Diversity

You 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 practice procedures and policies, and current legislation;
• Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.

Quality and Patient Safety

You will strive to maintain quality within the Practice, and will:

• Alert other team members to any concerns about clinical governance or quality and risk; participate in Significant Event Analysis reviews
• 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 other agencies to meet patients needs;
• Effectively manage own time, workload and resources.
• Avoid working if you are impaired from doing so safely or effectively, for example due to illness.
• If relevant to your role, ensure that any necessary handover and follow up arrangements for patients have been made.
• Inform your line manager if you have concerns about a colleague that might affect patient safety
• Inform your line manager of any complaints or significant events that have arisen from your work for G DOC.
• Participate in investigations of any complaints or significant events, if asked to do so.
• Inform your line manager immediately if you have been charged with any criminal offence.

If you are in a regulated profession (e.g. nurse, doctor, pharmacist, accountant).

• Comply with your regulators guidance.
• Inform your line manager immediately, if you are under investigation by your regulator.
• Inform your line manager immediately, if you have any restrictions or conditions imposed on your practice by your regulator.

Personal/Professional Development:

You will ensure that your mandatory training remains up to date.

You 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.

Communication

You should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members, including through use of email, TeamNet and other agreed communication channels;
• Checking your email and TeamNet every working day;
• Communicate effectively with patients and carers;
• Recognise peoples needs for alternative methods of communication and respond accordingly i.e. signing and use of telephone and face-to-face translators.

Person Specification

Experience

Desirable

• Work in a receptionist role
• Broad knowledge of General Practice

Skills

Essential

• Excellent communication skills (written and oral)
• If not already competent in SystmOne, Office & Outlook, willing and able to undertake training and develop competency.
• Ability to follow policy and procedure
• Effective time management
• Ability to work as a team member and autonomously
• Good interpersonal skills

Desirable

• Strong IT skills
• Competent in use of SystmOne
• Competent in the use of Office and Outlook

Other

Essential

• Disclosure Barring Service (DBS) check

Desirable

• Evidence of continuing professional development

Personal Qualities

Essential

• Clear, polite telephone manner
• Polite and confident
• Flexible and cooperative
• Motivated
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Qualifications

Desirable

• GCSE grade 4/C or above in maths & English, or equivalent (if candidate does not hold these qualifications or a recognised equivalent, competency testing may be required)

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.

Employer details

Employer name

G DOC Ltd

Address

The Lydney Practice

Albert Street

Lydney

Gloucestershire

GL15 5NQ

Employer's website

https://ghac.co.uk/ (Opens in a new tab)