Job responsibilities
It is the
role of the receptionist to ensure that the patient has the easiest possible
access to the services provided by this practice. Patient enquiries must be
handled in a professional manner; courteous, efficient and with empathy.
The job requires a certain amount of
flexibility and all staff must be prepared to take on additional duties or
relinquish existing duties in order to maintain the smooth running of this
practice. The practice reserves the right to re-distribute duties and functions
amongst members of staff from time to time, and requests for such changes shall
not be reasonably refused.
In addition
to the tasks set out below, the receptionist should undertake any other duties
necessary to the smooth running of the practice and falling within what might
reasonably be considered to be receptionists duties.
All practice
policies to be read, adhered to and followed at all times.
Personal Qualities
Professional
Good communication skills
Ability to cope under pressure
Calm
Reliable
Flexible
Punctual
Understanding the need for confidentiality
Patience
Ability to take accurate messages.
Ability to work independently or as part of a
team.
Good IT skills
Tasks and
Standards of Performance
General Reception Performance is satisfactory when:
- The
premises are opened and prepared punctually in the morning
- Patients
are received and directed appropriately
- All
messages are taken correctly and passed onto the recipients.
- All callers
are dealt with in a helpful courteous manner.
- Patients
having cause to complain are given information on who to complain to and
the complaints procedure.
- Request
for home visits are passed onto the duty doctor for assessment.
- Aware
of which doctors are on duty and which other health professionals are on
the premises.
- Confidentiality
is observed & maintained at all times.
- The answering
machine is switched on/off and giving the correct message at the end of
each surgery
Appointments
AIM: To provide each
patient with a mutually agreed appointment.
- Patients
at the desk are politely asked to excuse the receptionist if they need to
answer the phone.
- Appointments
are made accurately using the EMIS system. Appointment cards are given.
- Only
one patient per appointment unless agreed with the GP.
- Double
appointment requests only to be booked in line with practice policy.
- Patients
to be informed if any member of staff they are waiting to see is running
late.
- Do not repeat
patients details over the phone or in front of other patients. Strict
adherence to Information Governance Guidelines must be kept.
Telephones
AIM: To ensure that a
fast and accurate service is provided
- Telephones
to be answered within 5 rings
- Appropriate
greeting is given
- Calls
are dealt with as quickly as possible.
- Emergency
calls only to be put through to doctors during consultations.
- Callers
not held for lengthy periods.
- Telephone
system to be operational at the beginning and end of each day.
Mail
- All
incoming mail to be opened, date stamped and placed in appropriate trays.
- A
supply of stamps is maintained
- Correspondence
coming over the counter is opened; date stamped and put in trays.
- All
outgoing mail is posted at the end of the day.
- Private
and confidential post is to be open by the addressee only.
Prescriptions
AIM: Patients should be
able to collect/receive a completed repeat prescription direct from their
nominated pharmacy.
- Prescription
requests are added to the prescription appointment slots for the Doctor auctioning
or signing the prescriptions next day.
- Electronic
prescribing is encouraged & patients should be asked to nominate a
pharmacy.
- To
ensure that all scripts have been signed and sorted for filing in trays
ready for patients if patients collecting from GP practice.
- Prescriptions
can be collected in person, posted or one of 4 local pharmacies will come
and collect.
Clerical
AIM: To ensure the
smooth running of the practice
- New
patient registrations to be given new record at time of registration.
- All new
patients registering at the surgery to be booked in for health check,
forms to be checked for completeness and accuracy, and given a practice
leaflet.
- New
registrations should be offered Patient Online Access to their electronic
record.
- GP Registration
Links Inbox/ Outbox to be actioned & cleared on a weekly basis.
- Filing
letters, test results and medical records should all be filed on a daily
basis.
- Money
is taken for private sick certificates, passport signing & driving licenses,
private letters and some travel vaccines. Patients must be given a receipt.
- Data
Entry - electronic or otherwise must be entered carefully &
accurately.
- Accurate
scanning & read coding of patient letters (eg from hospitals) into
patient records.
- Electronic
tasks to be actioned on a daily basis
- QOF and
other telephone lists/ recalls to be actioned when required.
- Any
additional tasks as requested by Practice Manager and/or Senior Partner.
Housekeeping
- Working
areas must be kept clean and tidy.
- Computers
are to be logged off by user when left unattended, at a shift changeover
and at the end of each day.
- Never
log in under another member of staffs login and password details.
- Waiting
area to be tidied and kept hazard free after each session.
- Patient
information leaflets to be tidied and updated regularly.
- Animals
are not allowed on the premises, with the exception of guide dogs.
- Health
& Safety policy to be observed & adhered to at all times
Confidentiality:
All
patients have the right to expect that all practice staff will respect their
privacy and act appropriately at all times.
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.
Communication:
- The
post-holder must recognize the importance of effective communication
within the team and will strive to communicate effectively with other team members,
patients, carers and recognize
peoples needs for alternative methods of communication and respond
accordingly.
Additional Responsibilities:
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.
- Use personal security systems
within the workplace according to practice guidelines.
- Identify the risks involved in
work activities and undertake such activities in a way that manages those
risks.
- It is a
condition of your employment that so far as is reasonably practicable, you
minimise the risk of infection to yourself, colleagues and patients, and
in so doing, you must:
- Be
familiar with, and adhere to practice policies and guidance on infection
prevention and control.
- Attend
statutory education programmes in infection prevention and control.
- Include
infection prevention and control as an integral part of your continuous
personal/professional development.
- Take
personal responsibility so far as is reasonably practicable, in helping
ensure that effective prevention and control of infections is embedded
into everyday practice and applied consistently by you and your
colleagues.
- Report potential risks
identified.
Equality and Diversity:
The
post-holder will support the equality, diversity and rights of patients, carers
and colleagues.
At
all times act 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
At
all times respect the privacy, dignity, needs and beliefs of patients, carers
and colleagues.
Behave
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:
- Maintain continued education through attendance
at courses and/or study days as necessary to ensure professional
development requirements for ongoing professional registration and
licensing are met.
- Participate in all training programmed implemented by the practice as part of this employment, such training to
include;
- Participation in an annual performance reviews
including taking responsibility for maintaining a log of all personal
and/or professional development.
- Take
responsibility for own development, learning and performance.
- Demonstrate
skills and activities to others who are undertaking similar work.
- Attend
training and events organised by the practice or other agencies, where
appropriate.
The job description is not exhaustive and does not
attempt to describe all tasks to be performed. In addition the job description
will be subject to a periodic review with the post holder and may be subject to
alteration determined by the needs of the practice.