Job responsibilities
Primary Responsibilities
Co-ordinate and monitor Total Triage inbound screen ensuring all triage requests are directed to the appropriate clinician promptly upon receipt.
Co-ordinate and monitor Total Triage outcomes ensuring all actions and appointments are processed efficiently.
Maintaining and monitoring the practice appointment system i.e. make / cancel / rearrange appointments via the clinical system
Enter data of new and temporary registrations and relevant patient information as required ensuring accuracy.
Scan patient medical records, results and letters as required.
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
Signpost and support patients to the correct services as advised and/or as per pre-determined pathways.
Ensure patient information is always up to date and accurate.
Greet patients and visitors arriving at the reception desk, ensuring they have checked in. As appropriate ensure support is required in these tasks.
Observe patients and visitors in the waiting room and alert an appropriate member of staff to any concerns or issues. This includes any wellbeing and security concerns.
Ensure the waiting and reception areas are kept tidy and that information displayed is up to date.
Ensure effective communications, regularly updating the Team Leader of any issues.
Initiating contact with and responding to, requests from patients, team members and external agencies.
Always ensure confidentiality and professionalism with patients, visitors and colleagues.
Assist in maintaining the safety of staff, patients and visitors.
Always maintain a clean, tidy and effective working area, ensuring compliance with the Surgerys clear desk policy at the end of each working day. This includes wiping down workstation to maintain infection, prevention and control standards.
Carry out any other duties as reasonably requested by colleagues.
Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the GPAs.
Manage all queries as necessary in an efficient and timely manner.
Support colleagues throughout the surgery with general tasks as requested and appropriate
Secondary Responsibilities
Partake in audit as directed.
Provide cross cover during planned and unplanned absences.
Arrange and take minutes at meetings as required and appropriate.
Raise orders for surgery consumables such as toners, hand towels etc. as instructed and required.
Complete opening and closing procedures in accordance with the duty rota.
Complete opening and closing procedures in accordance with the duty rota.
GENERIC RESPONSIBILITIES
All staff at Sharnbrook Surgery have a duty to conform to the following:
Equality, Diversity & Inclusion (ED&I)
A good attitude and positive action towards ED&I create an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and always maintain confidentiality. It is essential that if, the legal requirements are to be met, and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Operations Manager and the appropriate section lead.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at Sharnbrook Surgery must adhere to the information contained with practice policies and regional directives, ensuring protocols are always adhered to. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they always remain vigilant and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At Sharnbrook Surgery, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.
