General Practice Assistant
Putneymead Group Medical Practice
This job is now closed
Job summary
A GPA will support the GP(s) smooth running of clinics by performing urgent and routine administration and clinical tasks on behalf of the GP freeing up their time to focus on the patient.
Improving patient access and releasing highly qualified staff to concentrate on treating and managing patients with more complex conditions
Improving patient flow within surgery hours, increasing the time efficiency of appointments, and reduction of waiting times; supporting patient experience by translating or reiterating information from the GP
Reduce time spent by GPs on managing correspondence
Shortlisted applicants may be asked to attend an interview w/c 16/10/2023
Main duties of the job
Supporting the clinical team in triaging patient clinical and admin requests and filtering to the appropriate clinician or administrator
Extracting all information from clinical letters that needs coding and adding to notes.
Arranging appointments, referrals, tests and follow up appointments of patients.
Preparing patients prior to going in to see the GP, taking a brief history and basic readings in readiness for the GP appointment.
Explaining treatment procedures to patients.
Helping the GP liaise with outside agencies e.g. getting an on call doctor on the phone to ask advice or arrange admission while the GP can continue with their consultation(s).
Support the GP with immunisations/wound care.
About us
We are a large friendly, supportive and progressive training practice, operating in spacious and modern premises at the heart of Putney, South West London with great transport links to London and surrounding areas. We are seeking to appoint an enthusiastic, driven, hardworking and organised individual to join our Admin team.
The Practice is led by 6 experienced GP Partners and a Nurse Partner who are supported by a multidisciplinary clinical team and experienced care-coordinators and administration team. We are an approved undergraduate and postgraduate GP training practice
Our clinical team includes 28 GPs, 4 physician associates, 5 nurses, 3 HCAs, 4 pharmacists
Benefits include
NHS Pension
5 weeks annual leave pro-rata
Cycle scheme
Date posted
12 October 2023
Pay scheme
Other
Salary
£13.38 an hour
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A4516-23-0019
Job locations
266 Upper Richmond Road
Putney
London
SW15 6TQ
Job description
Job responsibilities
Main tasks/overview of responsibilities:
Patient Interaction
Receiving patients consulting with members of Practice team
Be able to cover all reception positions as necessary; front desk, phones & outbound role, website questions & requests, emails & clinical tasks.
Be able to deal with patients in person, by telephone, online consultation or email (plus any other correspondence tool) answering queries and requests for information
Process appointment requests for appointments and maintaining the patient database
Taking messages and recording requests for visits and telephone consultations, ensuring callers are directed to the relevant professional
Deal with other queries including community staff, hospital staff and other calls
To liaise with Community Health teams to organise community visits for patients on behalf of the clinical team.
To answer the emergency phone.
Supporting Care Delivery
Be the point of liaison for service users and interface with all health and social care professionals, including keeping everyone informed and updated
Follow through actions identified by the GP/clinical team including arranging tests, referrals, signposting, etc.
Follow through with service users and others involved to ensure all services and care arrangements are in place as directed by the health and social care professionals
Administration
To have a thorough knowledge of all Practice procedures
To work in accordance of written protocols
To maintain accurate patient records
To acknowledge and respond to all incoming patient emails.
To action and respond to AccuRx (website) queries and requests
To action all relevant tasks as requested by the clinical team ensuring urgent tasks are a priority.
To action and respond to reception emails and photocopy as requested
Deal with requests from GPs and nurses for assistance with administrative task such as follow up actions from hospital communication and test results
Registrations of new patients computer data entry and medical records (have knowledge of Practice area).
To promote and deal with requests to set up online services (patient access) for patients and to deal and action all queries.
Process patients change of address and name computer data and medical records
Cancelling clinics or moving patients where appropriate on guidance from HR Lead or Rota Administrator.
Attend practice meetings when required
Attend relevant training courses both in-house and externally to develop expertise
Monitoring of stationery and other supplies and reordering when necessary
Ensure waiting rooms are tidy and notice boards are informative and current.
Providing refreshments for staff and visitors as required; keeping kitchen area clean and tidy
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
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 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:
Post holder must hold a GP Assistant Certificate qualification.
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.
Attend all relevant annual updates.
Inform the lead GP of any concerns regarding GPA role and any professional development needed.
Be aware of own professional boundaries and what to do when you have reached them.
Team working
Understand own role and scope and identify how this may develop over time
Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working
Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence
Create clear referral mechanisms to meet patient need
Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team
Work effectively with others to clearly define values, direction and policies impacting upon care delivery
Discuss, highlight and work with the team to create opportunities to improve patient care
Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team
Agree plans and outcomes by which to measure success
Management of risk
Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients
Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines
Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.
Participate in mandatory and statutory training requirements
Apply infection-control measures within the practice according to local and national guidelines
Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice
Managing information
Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information
Review and process data using accurate Read codes in order to ensure easy and accurate information retrieval for monitoring and audit processes
Manage information searches using the internet and local library databases
Understand responsibility of self and others to the practice and primary care trust regarding the Freedom and Information Act
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 resources.
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 lead GP.
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.
Job description
Job responsibilities
Main tasks/overview of responsibilities:
Patient Interaction
Receiving patients consulting with members of Practice team
Be able to cover all reception positions as necessary; front desk, phones & outbound role, website questions & requests, emails & clinical tasks.
Be able to deal with patients in person, by telephone, online consultation or email (plus any other correspondence tool) answering queries and requests for information
Process appointment requests for appointments and maintaining the patient database
Taking messages and recording requests for visits and telephone consultations, ensuring callers are directed to the relevant professional
Deal with other queries including community staff, hospital staff and other calls
To liaise with Community Health teams to organise community visits for patients on behalf of the clinical team.
To answer the emergency phone.
Supporting Care Delivery
Be the point of liaison for service users and interface with all health and social care professionals, including keeping everyone informed and updated
Follow through actions identified by the GP/clinical team including arranging tests, referrals, signposting, etc.
Follow through with service users and others involved to ensure all services and care arrangements are in place as directed by the health and social care professionals
Administration
To have a thorough knowledge of all Practice procedures
To work in accordance of written protocols
To maintain accurate patient records
To acknowledge and respond to all incoming patient emails.
To action and respond to AccuRx (website) queries and requests
To action all relevant tasks as requested by the clinical team ensuring urgent tasks are a priority.
To action and respond to reception emails and photocopy as requested
Deal with requests from GPs and nurses for assistance with administrative task such as follow up actions from hospital communication and test results
Registrations of new patients computer data entry and medical records (have knowledge of Practice area).
To promote and deal with requests to set up online services (patient access) for patients and to deal and action all queries.
Process patients change of address and name computer data and medical records
Cancelling clinics or moving patients where appropriate on guidance from HR Lead or Rota Administrator.
Attend practice meetings when required
Attend relevant training courses both in-house and externally to develop expertise
Monitoring of stationery and other supplies and reordering when necessary
Ensure waiting rooms are tidy and notice boards are informative and current.
Providing refreshments for staff and visitors as required; keeping kitchen area clean and tidy
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
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 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:
Post holder must hold a GP Assistant Certificate qualification.
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.
Attend all relevant annual updates.
Inform the lead GP of any concerns regarding GPA role and any professional development needed.
Be aware of own professional boundaries and what to do when you have reached them.
Team working
Understand own role and scope and identify how this may develop over time
Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working
Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence
Create clear referral mechanisms to meet patient need
Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team
Work effectively with others to clearly define values, direction and policies impacting upon care delivery
Discuss, highlight and work with the team to create opportunities to improve patient care
Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team
Agree plans and outcomes by which to measure success
Management of risk
Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients
Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines
Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.
Participate in mandatory and statutory training requirements
Apply infection-control measures within the practice according to local and national guidelines
Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice
Managing information
Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information
Review and process data using accurate Read codes in order to ensure easy and accurate information retrieval for monitoring and audit processes
Manage information searches using the internet and local library databases
Understand responsibility of self and others to the practice and primary care trust regarding the Freedom and Information Act
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 resources.
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 lead GP.
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.
Person Specification
Other requirements
Essential
- Able to adapt a flexible working approach
Skills and Abilities
Essential
- Ability to remain calm when dealing with difficult or distressed people.
- Ability to work on own initiative and as part of a team.
- Able to think ahead and anticipate issues.
- Ability to be assertive, but polite and patient.
- Excellent organisation skills required along with ability to prioritise and work to very high standards of performance.
- Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision.
- Understanding of the needs for confidentiality and compliance with service regimes.
Qualifications
Essential
- GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
Experience
Essential
- Must have customer/patient care skills and have worked in a customer/patient facing environment. Secretarial experience is essential.
- Competence in Microsoft Office packages (Outlook, Word, Excel).
Desirable
- Ability to compile and analyse statistical information.
- Experience of working with clinical systems i.e. EMIS would be desirable. Experience of working in a public sector/healthcare environment would be extremely advantageous.
Person Specification
Other requirements
Essential
- Able to adapt a flexible working approach
Skills and Abilities
Essential
- Ability to remain calm when dealing with difficult or distressed people.
- Ability to work on own initiative and as part of a team.
- Able to think ahead and anticipate issues.
- Ability to be assertive, but polite and patient.
- Excellent organisation skills required along with ability to prioritise and work to very high standards of performance.
- Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision.
- Understanding of the needs for confidentiality and compliance with service regimes.
Qualifications
Essential
- GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
Experience
Essential
- Must have customer/patient care skills and have worked in a customer/patient facing environment. Secretarial experience is essential.
- Competence in Microsoft Office packages (Outlook, Word, Excel).
Desirable
- Ability to compile and analyse statistical information.
- Experience of working with clinical systems i.e. EMIS would be desirable. Experience of working in a public sector/healthcare environment would be extremely advantageous.
Employer details
Employer name
Putneymead Group Medical Practice
Address
266 Upper Richmond Road
Putney
London
SW15 6TQ
Employer's website
Employer details
Employer name
Putneymead Group Medical Practice
Address
266 Upper Richmond Road
Putney
London
SW15 6TQ
Employer's website
For questions about the job, contact:
Date posted
12 October 2023
Pay scheme
Other
Salary
£13.38 an hour
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A4516-23-0019
Job locations
266 Upper Richmond Road
Putney
London
SW15 6TQ
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