Job responsibilities
HAMPSTEAD GROUP PRACTICE
JOB DESCRIPTION
Title: Patient Services Team
Accountable to: Practice Manager
Reports to: Patient Services Supervisor
Liaises with: Patients and Users of the Practice,Professional Members of the Practice Team,Other Administration Staff
JOB SUMMARY
The postholder will be responsible for ensuring that an efficient and personable service is provided to all users of the Hampstead Group Practice. They should ensure that the patient is dealt with courteously and is kept fully informed at all times whether on the telephone or face to face. They should ensure that due confidentiality is observed at all times when dealing with any issue relating to the Hampstead Group Practice.
RECEPTION DUTIES:
1. To undertake to open up the surgery (when appropriate) and prepare the premises to receive patients.
2. To ensure the main practice telephone line and results line are opened and closed at the appropriate times.
3. To ensure that home visits are entered onto the relevant computerised file and that these are brought to the attention of the duty doctor.
4. To receive and direct patients appropriately, including those attending the travel clinic and private medicals.
5. To book patients into available appointments either by telephone or in person following the current practice protocol and when requested by a member of the medical staff.
6. To undertake to answer the telephone promptly, taking clear and accurate messages where necessary, ensuring that messages are passed to the correct person in an approved manner for patients of the practice and for the travel clinic.
7. To undertake to print and prepare repeat prescriptions ready for signature by a doctor.
8. To undertake to issue repeat prescriptions and other reports, forms, and letters, etc., to patients that are ready for collection.
9. To collect monies from patients for items for which a patient charge applies.
10. To undertake to assist or aid patients with disabilities as and when required.
11. To undertake to act as a chaperone to a patient if required to do so by a doctor or nurse.
12. To undertake to book transport for patients when appropriate.
13. To answer the results line, deal appropriately with result requests, both in person, and by telephone.
14. To undertake to process New Registrations.
15. To report any potentially aggressive incidents, difficulties with the client group or accidents in the first instant to the Patient Services Supervisor, the Deputy Practice Manager or Practice Manager for appropriate action.
16. To undertake to be aware of any potential security breaches of the building whilst on duty.
17. To ensure that the premises are securely locked at the end of the working day; ensuring that doors to rooms not in use are closed; that the Library and Seminar room doors are locked and all windows are securely closed and locked where appropriate.
18. To ensure to the appropriate message is displayed on front door/gate when the premises are closed.
19. To ensure that the premises are kept tidy and that magazines and leaflets within the Reception area are tidied prior to the commencement and at the end of each clinical session.
20. To assist in maintaining a clean and safe environment for staff, patients and users of the practice.
21. To use the computer system appropriately and be able to re-start/re-boot an individual computer workstation should it be necessary.
OTHER DUTIES
The following lists of duties are to be carried out by Patient Services Team. No Patient Services Team members should carry out any of the following duties unless they have been specifically trained. These duties are not in any order and may be allocated to one or more persons.
Specific Duties:
1. To undertake Child Immunisation and Vaccination target work as and when required.
2. To undertake Cervical Screening target work as and when required.
3. To undertake the scanning of patient's results and any other patient correspondence into the patients' computerised records.
4. To undertake to process and return patient records to and from Primary Care Support England (NHS England).
5. To ensure that all temporary resident claims and immediate necessary claims have been made.
6. To undertake to ensure that newly registered patients' records are matched/married to their existing health record when it arrives from Primary Care Support England (NHS England)
7. To undertake to monitor and assist with two week wait referrals promptly via the e-Referral system
8. To open external post and post from Royal Free Hospital on a daily basis, date stamp and distribute as per the practice protocol
9. To provide support to the management team as and when required
The allocation of duties will be by the Practice Manager or Patient Services Supervisor and staff will be expected to take on additional duties or relinquish existing duties to ensure the efficient running of the practice. Requests for such changes, when they occur should not reasonably be refused.
This job description is not meant to be exhaustive and may change with the agreement of the Practice Manager and the post holder. The agreement to any change by the post holder should not be reasonably withheld.
