Job responsibilities
JOB TITLE: Site Lead and Complaints Support - Nechells
REPORTS TO: Practice Support Manager
HOURS: 25 hours per week
Job Summary:
To provide an administration function and act as the main non-clinical site lead for the Nechells Practice.
To assist the Management Team with resourcing and providing administrative support services at Bloomsbury Health Centre.
Job responsibilities:
General Administration Duties
- Assisting with the registration and deducting of patients
- Processing out of area and deduction letters
- Providing support to Nechells clinical staff
- Other general admin duties as required
Site Lead & Supporting the Management Team
- Act as the main non-clinical point of contact for Nechells site
- Ensure that repairs are logged with Property Services and chased up as necessary
- Support the local Nechells admin & reception team in the absence of Assistant PM
- Ensure that site premises logs are updated accordingly
- Support the Practice Support Manager with annual equipment checks
- Support the Practice Support Manager with stock control and carry out regular audits
- Manage the process of the loan BP monitors, ensuring that adequate records are kept
- Manage the process of loaned equipment, ensuring it is returned to the practice
- Provide support for site premises and IT issues in the absence of IT support
- Fire marshal responsibility for Nechells
- Liaise with outside organisations regarding site and practice matters, ensuring you are available to oversee repairs or general maintenance
- Ensure stationery, kitchen and IT consumables are appropriately stocked
- Assist with staff induction and training on IT system
- Develop the practice PPG group and facilitate regular meetings
- Maintain self and team professionalism
- Provide other support to management team as required
- Organise the use of the notice boards in the practice to provide that patients with information, including health promotion and practice information
Clinical Governance and Patient Feedback
Work alongside the Clinical Governance Lead GP to manage complaints, significant events and alerts in a professional yet timely manner for both sites
Maintain a record of significant events, complaints, alerts and any outcomes for ICB/Quality records, ensuring learning outcomes are established, recorded, reviewed and shared (where appropriate) for both sites
Record any compliments received by the Practices
- Provide help and support for patient related issues
- Assist with in house GP review administration
Ensure the organisations policies meet statutory requirements; reflect the most recent legislation, ACAS guidelines and other external quality indicators
Ensures policies are regularly reviewed and updated
Ensure policies are maintained on the intranet and freely available for staff members
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:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- 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:
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
Quality:
The post-holder will strive to maintain quality within the practice, and will:
- 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
Communication:
The post-holder should recognize 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
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