Digital Primary Care Assistant

Job responsibilities

Key Responsibilities

• Support the development of and facilitate the implementation of the Digital Transformation Plan including identifying interdependencies, managing risks, considering the potential impacts on the wider organisation, and determining resource requirements.
• Signpost patients appropriately to self-help resources as required, proving them with written and digital sources where necessary.
• Work closely with the Primary Care Improvement Manager to identify challenges, contribute to the development of key priorities for improvement and the support these to be delivered.
• Support the planning of and be responsible for the coordination of digital transformation within the practice.
• Coordinate the planning and development of Health & Wellbeing days by way of working closely with the Primary Care Improvement Manager.
• Effectively present and communicate data to practice staff at all levels to increase understanding of operational challenges
• Use data to track and assess impact of changes made to operational processes, and to track trends and developments over time.
• Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care.
• Ensuring Care Coordination Tasks within the clinical system are actioned in a timely manner.
• Raising and coordinating Tasks within the clinical system where appropriate.
• Administration of patient letters via the Anima Document Management system or Document Management System in SystmOne.
• Support practices to keep care records up to date by identifying and updating missing or out-of-date information about the persons circumstances.
• Work with PCN and other community services as required, in an appropriate and polite manner to facilitate patient.
• Updating patient records accurately and in a timely manner
• Answering patient phone calls ensuring patients queries are process in accordance the practice requirements, signposting patients as appropriate
• Ensuring all visitors are signed in and out of the building.
• Ensure that patients without appointments but who need 'urgent consultations are booked into appropriate slots and referred to a GP where necessary

Key Tasks

• Coordinating the patient journey and practice digital transformation
• Produce accurate data and reports to support digital transformation, operational improvement and patient Health & Wellbeing
• Ensure public facing information is accurate and up to date at the point of access by patients
• Publishing digital information over social media platforms promoting the practice, supporting signposting of patient to community services and support agencies
• Supporting the Primary Care Improvement Manager with the development and implementation of transformation plans
• Supporting the Primary Care Improvement Manager by way of coordination of Health Promotions; managed SMS activities to support QoF achievement.
• Work collaboratively with GPs and other primary care professionals within the practice to proactively identify and manage a caseload, which may include patients with long-term health conditions, and where appropriate, refer to other health professionals at our PCN or within our community service.
• Support and coordinate the clinical team with digital triage as required to meet business need.
• Support the coordination of patient care by working with colleagues or clinicians within the practice.
• Chaperone patients as required.
• Work with people, their families and carers to improve their understanding of the patients condition and support them to develop and review personalised care and support plans to manage their needs and achieve better healthcare outcomes.
• Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care.

1. Enable access to personalised care and support and facilitate digital transformation

• Create data tools to support the implementation of improvement plan
• Proactively contribute to identifying areas of process improveme
• Leading on staff training of new digital tools and be a positive digital champion
• Coordination of Health & Wellbeing Event
• Take referrals for individuals or proactively identify people who could benefit from support through care coordination.
• Have a positive, empathetic and responsive conversation with the person and their family and carers about their needs.
• Work towards increasing patients understanding of how to manage and develop health and wellbeing through offering advice, guidance and development of digital information.
• Develop an in-depth knowledge of the local health and care infrastructure and know how and when to enable people to access support and services that are right for them.
• Ensure personalised care and support plans are communicated to the GP and any other professionals involved in the persons care and uploaded to the relevant online care records, with activity recorded using the relevant SNOMED codes.

2. Professional development

• Work with the Primary Care Improvement Manager to develop training plans and assist in their implementation to a high standard.
• Undertake continual personal and professional development, taking an active part in reviewing and developing the role and responsibilities, and provide evidence of learning activity as required.
• Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, equality, diversity and inclusion training and health and safety.

3. Miscellaneous

• Establish strong working relationships with GPs and practice teams and work collaboratively with other care coordinators, social prescribing link workers and health and wellbeing coaches, supporting each other, respecting each others views and meeting regularly as a team.
• Act as a champion for personalised care and shared decision making within the practice.
• Demonstrate a flexible attitude and be prepared to carry out other duties as may be reasonably required from time to time within the general character of the post or the level of responsibility of the role, ensuring that work is delivered in a timely and effective manner.
• Identify opportunities and gaps in the service and provide feedback to continually improve the service and contribute to business planning.
• Contribute to the development of policies and plans relating to equality, diversity and reduction of health inequalities.
• Work in accordance with the practices policies and procedures.
• Contribute to the wider aims and objectives of the practice and our PCN to improve and support primary care.

Qualifications

Essential

• GCSE grade A to C in English and Maths
• GCSE grade A to C Media Studies

Desirable

• Media Studies A Level
• Content Creation in Social Media Level 3 T-Level
• Media Studies A-Level level 3
• Art, Design & Media Level 1 BTEC Introductory Award
• Digital Technologies (Media Pathway) level 1 Diploma
• Management and Administration (Business Support) T Level

Experience

Essential

• Personal qualities and attributes -
• Ability to actively listen, empathise with people and provide personalised support in a non-judgemental way
• Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting
• lifestyles and diversity
• Commitment to reducing health inequalities and proactively working to reach people from diverse communities
• Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential
• Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
• Ability to identify risk and assess / manage risk when working with individuals
• Have a strong awareness and understanding of when it is appropriate or necessary to refer people to other health professionals/agencies, when what the person needs is beyond the scope of the care navigator role e.g. when there is a mental health need requiring a qualified practitioner
• Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
• Ability to demonstrate personal accountability, emotional resilience and work well under pressure
• Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
• High level of written and verbal communication skills
• Ability to work flexibly and enthusiastically within a team or on own initiative
• Knowledge of, and ability to work to policies and procedures, including
• confidentiality, safeguarding, lone working, information governance, and health and safety
• Qualifications and Training -
• GCSE Grade A to C Maths and English
• Proficient in MS Office and web-based based tools
• Experience -
• Experience of working within multi- professional team environments
• Experience of data collection and using tools to measure the impact of services
• Skills and Knowledge
• Knowledge of the personalised care approach
• Understanding of the wider determinants of health, including social, economic and environmental factors and their impact on communities, individuals, their families and carers
• Understanding of, and commitment to, equality, diversity and inclusion
• Strong organisational skills, including planning, prioritising, time management and record keeping
• Knowledge of how the NHS works, including primary care and PCNs
• Ability to recognise and work within limits of competence and seek advice when needed
• Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence
• Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence

Desirable

• GCSE grade A to C Media Studies
• Personal qualities and attributes -
• Ability to provide motivational coaching to support peoples behaviour change
• Qualifications and Training -
• NVQ Level 3 in adult care - advanced level or equivalent qualifications or working towards
• Experience -
• Experience of working in a GP practice, adult health and social care, learning support or public health / health improvement
• Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a paid or voluntary capacity)
• Experience of supporting people, their families and carers in a related role
• Experience or training in personalised care and support planning
• Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
• Skills and Knowledge
• Knowledge of Safeguarding Children and Vulnerable Adults policies and processes
• Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional and social