Job responsibilities
Revised January 2025
Job Title
Patient Services Assistant
Hours
23 hours per week
Contract
Permanent (subject to satisfactory probation)
Pay Scale
£11.44
Line Manager
Reception Manager
Job Summary
The Patient Services Assistant (PSA) will support the practice
team with the dealing with patients on the phone, at the counter, online and
will include dealing with patient queries, and booking of appointments and
signposting to other services.
Duties
Dealing with patient requests
which will be over the telephone, via the online tool, other digital tools.
Arranging appointments,
referrals, tests and follow up appointments of patients.
Helping the GP liaise with outside agencies eg. Pharmacies.
Receive and handle
incoming calls and electronic requests from patients, relatives, carers,
other health care providers, contractors and any other category of caller.
Meet, greet and
respond to all queries and requests for assistance from patients and other
visitors.
Establish brief
details of the reasons for the patient request and record on the clinical
system.
Resolve incoming
requests for assistance where it is practical and safe to do so.
Signpost patients and
others to the person(s) either external or internal to the Practice who is
best placed to initially deal with the request e.g. NHS 111, Pharmacy,
Practice Website, Medical Secretary, allocating a GP message slot, triage or
appointment.
Contribute to the
continuity of patient care by directing patient to their usual GP for the
purpose of appointments, triage, messaging etc.
Monitor the flow of
patients into the consulting rooms including advising patients if a consulter
is running late.
Ensure that patients
without appointments but who need an 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. Ensure procedures are
completed.
Advise patients of
relevant charges for private services, accept payment and issue receipts for
same.
Record requests for
home visits and other messages stating time received and include all relevant
information.
Alert a clinician for
any emergency cases or situations giving cause for urgent concern.
Resolve patient
grumbles but escalate any problems to the Operations Manager or Practice
Manager.
Ensure reception and
waiting areas are kept neat and tidy.
Chaperone duties once
trained.
Promote the use of
online access.
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 the 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 and 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
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.
Behaving in a manner which is welcoming to and of the
individual, is non-judgmental and respects their circumstances, feelings
priorities and rights.
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.
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
Participation in an annual individual performance review,
Taking responsibility for own development, learning and
performance and demonstrating skills and activities to others who are
undertaking similar work
Attend all relevant annual updates.
Be aware of own professional boundaries and what to do
when you have reached them.
Quality
The
post-holder will strive to maintain quality within the Practice, and will:
Alert other team members to issues of quality and risk .
Work to practice protocols.
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 resource.
Communication
The post-holder
should recognise the importance of effective communication within the team
and will strive to:
Communicate effectively with other team members.
Be familiar in all mediums of communications such as
email, tasks, telephone etc.
Communicate effectively with patients and carers.
Recognise peoples needs for alternative methods of
communication and respond accordingly.
Communicate effectively to outside agencies.
Communicate clearly with their line manager.
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 audit where appropriate