Job responsibilities
To ensure the non-clinical needs of patients of the Lyme Bay Medical Practice are met and that patients receive a high-quality service.
To provide reception and administration support for the practice including patients and practice staff. This requires making judgements involving multiple complex facts and handling confidential/sensitive subjects.
The administration team are the first and last people to be in direct contact with patients. The impression created is very important and strongly influences patient experience.
To be committed to personal learning and development to enhance skills and competencies where appropriate to promote continuous improvement to the patient journey.
To work as part of a team committed to providing the best possible level of care to patients by supporting each other, providing training and support to any new or existing staff member as appropriate.
To ensure that all Practice administration runs efficiently and effectively and to report any issues to the Practice management to ensure standards are maintained.
To be responsible for ensuring the team maintain high standards of patient care on reception/telephone.
Ensure a calm, positive environment in the office is maintained
Ensure the team are completing tasks in a timely way and ensuring any problems are escalated to the Practice Manager.
To work within the clinical computer system and with clinical staff to improve data quality.
To ensure that the Practice is optimising the use of the clinical system.
Key Relationships
Key Relationships include:
All Primary Care and Dorset HealthCare Staff working within the practice
Attached Staff and Independent Contractors
Dorset Clinical Commissioning Group
Dorset Urgent Care Service
South West Ambulance and Patient Transport Services
Social Care and Health
Nursing and Residential Homes
Local Pharmacies
Main Duties and Responsibilities of the Post
Duties within the Administration team
Oversee and work with the Administration team, if required, to:
Provide a first point of contact for patients within the surgery
Greet patients politely, cheerfully and with respect
Maintain patient confidentiality in accordance with the Data Protection Act, Caldicott Guardian and Practice Policy
Answer the telephone, make appointments for patients and answer queries and questions
Take messages of a clinical nature and pass to the appropriate clinical professional for action (these can on occasions be a medical emergency) and action in a timely manner
Ensure patients are kept updated if there are any delays in pre-booked appointment times
Alert Minor Injuries nurse as soon as a minor injury patient arrives
Keep reception area, waiting room and workstations tidy and free from clutter
Provide administrative support to all clinical staff as required
Opening and distribution of surgery post
Book patients into appropriate clinical sessions
Action and complete SystmOne tasks all urgent tasks to be completed within 24 hours
Ensure contemporaneous patient documentation data entry is entered on the electronic surgery clinical system
Scan patient letters and test results into the clinical system.
Open and file electronic clinical letters, OOH reports and admission alerts
Accept and deduct patients via the Health Authority links and report any issues to the Practice Manager
Issue repeat prescriptions including prescription queries and weekly prescriptions
Register new patients and temporary residents in accordance with Practice procedures
Summarise medical notes/records
Administration Lead responsibilities:
Liaise with Bridport Workflow team re any issues with processing
Manage medical reports/insurance requests - collecting notes ready for GP to action, photocopying and sending completed reports.
Run basic patient, clinical and organisational reports from the clinical system
Ensure recalls are processed and sent monthly
Run clinical reports and perform audits to monitor data quality
Listen attentively to patient complaints, resolving minor problems or referring to the Practice Manager where appropriate
Attend and contribute to Practice & PPG Meetings taking minutes when requested
Escalate any problems or concerns to the Practice Manager
Organise and attend monthly palliative care meeting, record minutes and update patient records.
INFORMATION TECHNOLOGY
- To work with the clinical computer system and clinical staff to improve data quality and ensure QOF is monitored throughout the year.
- To ensure that the administration team is optimising the use of the clinical system through support and training liaising with the IT helpdesk as required and escalate to Practice Manager as appropriate
- Ensure all staff have appropriate access to the clinical system including smartcard support
- Manage and update the Practice Website, Instagram and Facebook page.
PERSONNEL AND TRAINING
- Organise the rota and allocate job tasks on a daily basis
- Keep records and monitor staff training
- To work with Line Manager to ensure adequate cover for annual leave and sickness
- Support the Managers to undertake performance management and absence management.
- Undertake one to ones and attend appraisals with staff in the administration team.
PATIENT SERVICES
- Ensure that surgeries are on the clinical system as far in advance as the system will allow
- To ensure that clinical messages are appropriately actioned
- Ensure that patient information is updated regularly ie. Practice leaflets, new patient forms etc
PERSONAL DEVELOPMENT
- To take responsibility for own development
Due to the fast pace of change within Primary Care and the NHS as whole, the above lists are not exhaustive and the post-holder should expect their job roles and tasks to change in line with the needs of the practice