Job responsibilities
Reception team
Oversee day to day operations, induction training to all new reception team staff, ongoing review of training needs of existing reception team and delivery of training to meet those needs.
Ensure adequate staffing levels, approve annual and other leave, and authorise reception team rotas.
Assess staff performance and development.
Ensure Practice policies are followed and accurate records are kept with particular reference to: access, appointments, messages, visits, post, patient registrations, repeat prescriptions, filing systems, births and deaths.
Ensure communication systems are running smoothly and reception team are kept fully informed of changes in procedures.
Act as a central source of Practice information for reception team.
Continually assess and evaluate systems recommending changes and improvements to the Managing Partner as appropriate.
1st Line sick cover for example calling colleagues when sick cover is required and reporting to Managing Partner if required cover not available from the reception team or if team members have not been confirmed as contacted, to include participation in fair and equal cover as per contractual obligation.
Attend and contribute to weekly update meetings and disseminate appropriate info to team and colleagues via weekly info update.
Contribute to working parties, plans, and launch of practice wide events and support the launch of such events, ie. Travel clinic launch.
Participate in other Practice activity/meetings as requested by the Managing Partner with time/facilities and logistics put in place to accommodate.
Adjust reception protocols when appropriate in response to changing requirements.
Conduct yearly appraisals for the reception team, and regular 1-2-1's.
Reception services
Adopt a strategic approach to the development and management of reception services
Oversee appointments systems
Routinely monitor and assess practice performance against patient access and demand management targets
Implement and maintain systems to receive patient enquiries and suggestions
Proactively respond to patients queries, concerns and complaints ensuring this is done in an enthusiastic and caring manner and in line with the Practice Complaints Procedure
Communicate with patients through signs on doors, voice messages on the phone line, and website updates, as appropriate.
Monitor and review patient feedback via surveys and Friends and Family test
Liaise with patient groups
Premises and Equipment
- Have a working knowledge of Practice communication systems
- Understand Practice security systems, including intruder and fire alarms and protocols
Information Management and Technology
- Have a working knowledge of all software and hardware in relation to the reception team.
- Ensure compliance with the Practice Information Governance Policy and Data Protection rules
Responsibilities
1. 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
- 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
2. Quality
The post holder will strive to maintain quality within the Practice, and will:
- To work within the clinical computer system, we use SystmOne currently, to improve and maintain data quality
- 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
3. 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
4. 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.
5. 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
6. Communication
The post holder should recognise 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
7. 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
8. Safeguarding
Safeguarding Children
Under section 11 of the Children Act 2004 all NHS staff must ensure that their functions are discharged with regard to the need to safeguard and promote the welfare of children (Working Together to Safeguard Children, HM Government, 2018).
All staff need to ensure, as part of their work with children and families and with adults who are parents or carers who are experiencing personal problems, that the needs of the children are considered and that where necessary they are assessed and appropriate referrals are made. Staff need to be aware of the relevant parts of
What To Do If Youre Worried A Child Is Being Abused (2015) https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/419604/What_to_do_if_you_re_worried_a_child_is_being_abused.pdf
It is incumbent on all staff to ensure that they undertake child protection / safeguarding children training as per Safeguarding Children and Young people: roles and competences for health care staff Intercollegiate document (RCN, 2019).
Safeguarding Adults
Under sections 42 to 47 of the Care Act (2014) chapter 14 of the statutory guidance states:
Safeguarding means protecting an adults right to live in safety, free from abuse and neglect. It is about people and organisations working together to prevent and stop both the risks and experience of abuse or neglect, while at the same time making sure that the adults wellbeing is promoted including, where appropriate, having regard to their views, wishes, feelings and beliefs in deciding on any action.
Professionals should work with the adult to establish what being safe means to them and how that can be best achieved.
All staff must comply with mandatory training requirements as per 'Adult Safeguarding: Roles and Competencies for Health Care Staff' (RCN, 2018) and ensure that adult safeguarding is embedded as an essential part of their daily practice. Safeguarding is everyones business and staff within the organisation have a particular responsibility to ensure all safeguarding concerns are responded to effectively and efficiently in accordance with the local Practice Safeguarding Adults Policy.
http://www.legislation.gov.uk/ukpga/2014/23/contents/enacted
Notes
This is not intended to be an exhaustive list of responsibilities, and it is expected that you will participate in a wide range of activities.