Job summary
Hours per week:Part-time (Up to 15 hours), ideally Monday to Friday, 3 hours per day.Must be able to work occasional evenings and Saturdays to cover the team
Job Location:Across Leatherhead, Fetcham and Bookham sites
Travel:Access to a car may be required to fulfil the needs of the role. Reasonable adjustments will be considered in line with the Equality Act.
This role supports the delivery of Extended
Access (out-of-hours) services across the Primary Care Network. Working
flexibly for regular hours and with the capacity to cover evenings and
weekends, the post-holder will provide administrative and coordination support
to clinicians, patients and services to ensure clinics run smoothly, safely and
efficiently.
The role requires confidence working
independently, often without immediate access to line management, alongside
strong communication skills, good judgement and a calm, patient-focused
approach.
This is an excellent opportunity for someone
who enjoys problem-solving, working with a range of professionals, and
supporting high-quality patient care within a collaborative PCN environment.
Main duties of the job
During
standard working hours, the post-holder will carry out administrative tasks
associated with EA clinics. Contact will
be made with patients and member practices.
Future appointment sessions will be checked, and any inappropriate
bookings managed.
The post-holder will also regularly support
member practices with administrative tasks, either based at one of our GP
practice sites or remotely.
There is an expectation that the post-holder
will participate in our Extended Access reception rota, with a minimum of two
evening sessions per month. During the
course of this work, the post-holder will act as a first point of contact for
patients, clinicians and services, providing reception and administrative
support for out-of-hours clinics.
Training will be provided for relevant systems;
however, the post-holder should be confident with using digital systems and
standard office software. There will be a requirement to work across multiple PCN
sites.
About us
Leatherhead Primary Care Network brings together local GP practices to work as one team, improving access to care and supporting better outcomes for our community. We deliver a range of services across our practices, including Extended Access, with a strong focus on providing joined-up, patient-centred care.
DHC is a GP Federation dedicated to supporting the local population in Surrey by providing high-quality healthcare. We place people at the centre of everything we do. We provide a wide range of quality healthcare services, including elective care, Talking Therapies, and community healthcare, which we integrate and coordinate with primary care. We are registered with the CQC (Care Quality Commission) and are an accredited AQP (Any Qualified Provider).
DHC is working at the centre of the local health system and Neighbourhoods, to evolve and deliver integrated care which requires strong partnerships with many organisations. In all our services, we aim to put the patient at the centre of their care, make sure our services are easy to access by local patients and reduce waiting times for patients. We are well-placed to influence the wider system in making good choices for our population.
Benefits
- Competitive salaries
- 27- 33 days annual leave plus bank holidays
- Opportunity to buy or sell leave
- Training and career development opportunities
- NHS Pension scheme
We encourage and promote diversity, ensure all voices are heard and included and are committed to equal opportunities for all.
Job description
Job responsibilities
Hours
per week:Part-time
(Up to 15 hours), ideally Monday to Friday, 3 hours per day.Must
be able to work occasional evenings and Saturdays to cover the team
Job Location:Across
Leatherhead, Fetcham and Bookham sites
Travel:Access to a car may be required to fulfil the needs
of the role. Reasonable adjustments will be considered in line with the
Equality Act.
Job Summary
This role involves supporting service
delivery across member practices within the PCN, with a specific focus on the
Extended Access service, thereby improving care outcomes and patient
experience.
The post-holder will provide administrative
and coordination support to clinicians, patients and services during
out-of-hours clinics, ensuring the smooth, safe and effective running of
appointments across PCN practices.
Key Responsibilities / Duties
Extended Access (Out-of-Hours) Support
The post-holder will provide reception and
coordination support during Extended Access sessions, which typically operate
during weekday evenings and Saturdays.
When undertaking Extended Access sessions,
the post-holder will:
-
Act as a first point of contact
for clinicians, patients, carers and relevant service providers
-
Provide reception and
administrative support for appointments, including patient check-in and service
coordination
-
Manage patient flow to support
the effective use of clinical time
-
Respond appropriately to
sensitive, challenging or urgent enquiries, maintaining professionalism and
patient focus
-
Manage incoming calls, messages
and queries relevant to Extended Access services
-
Reschedule appointments and
clinics where required, in line with agreed processes and timescales
-
Maintain accurate and timely
records using appropriate clinical and administrative systems
-
Ensure effective handover of
relevant information at the end of Extended Access sessions
-
Work independently during
sessions, escalating issues appropriately in line with PCN processes
-
Maintain a high standard of
confidentiality, information governance and professionalism at all times
PCN Administration & Support
In addition to Extended Access duties, the
post-holder will:
-
Act as a PCN point of contact
for practice teams, patients, carers and partner agencies
-
Support data collection and
audit using practice clinical systems
-
Co-ordinate PCN clinics and
liaise with practices and patients regarding referrals, tasks and appointments
-
Support PCN projects as
required, including administrative coordination, data returns, patient
communication and service monitoring
-
Support national screening and
immunisation programmes through administrative and call/recall processes
-
Support the delivery and
monitoring of the Impact and Investment Fund (IIF), Quality and Outcomes
Framework (QOF), and other DES/LES specifications
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, including:
-
Using personal security systems
within the workplace according to practice guidelines
-
Identifying risks involved in
work activities and undertaking such activities in a way that manages those
risks
-
Make effective use of training
to update knowledge and skills
-
Use appropriate infection
control procedures and maintain work areas in a tidy and safe condition
-
Report potential risks
identified
Equality & Diversity
The post-holder will support the equality,
diversity and rights of patients, carers and colleagues, including:
-
Acting in a way that recognises
the importance of people's rights, consistent with Practice policies,
procedures and current legislation
-
Respecting the privacy,
dignity, needs and beliefs of patients, carers and colleagues
-
Behaving in a welcoming,
non-judgemental manner that respects individuals' circumstances, feelings,
priorities and rights
Personal / Professional Development
The post-holder will participate in
training programmes implemented by the PCN, including:
-
Participation in an annual
performance review and maintenance of a personal development record
-
Taking responsibility for one's
own learning, development and performance
-
Demonstrating skills and
activities to others undertaking similar work
-
Training may be undertaken
outside of normal practice hours and off-site.
Quality & Governance
The post-holder will strive to maintain
quality within the PCN and will:
-
Alert other team members to
issues of quality and risk
-
Take accountability for own
actions, either directly or under supervision
-
Work effectively with
individuals and organisations in other agencies
-
Manage own time, workload and
resources effectively
Confidentiality
Patients entrust the PCN with sensitive
information relating to their health and other matters. This information is
provided in confidence and must be handled appropriately.
In the performance of this role, the
post-holder may have access to confidential information relating to patients,
carers, staff and the business of the practice. All such information must be
regarded as strictly confidential and disclosed only in accordance with PCN
policies and procedures.
The post-holder is required to comply with
the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act
2018, ensuring the safe, secure and lawful handling of personal and sensitive
data in both paper and electronic formats.
Risk Management
The post-holder is responsible for
identifying risks that could adversely affect the quality of care and the
safety of patients, staff and visitors, and for taking appropriate action to
eliminate or reduce these risks.
Safeguarding
The PCN has a responsibility to safeguard
and promote the welfare of children, young people and vulnerable adults. All
staff share this responsibility and must comply with PCN safeguarding policies.
The post-holder will be required to
complete Safeguarding Adults and Children training to the appropriate level for
the role (minimum Level 2) and maintain this training in line with PCN
requirements.
Any safeguarding concerns must be escalated
promptly to the PCN management team.
This job description provides guidance
to the role and is not intended to be an exhaustive list of duties. It will be
reviewed periodically in line with service requirements, and the post-holder
will be expected to contribute to this review.
Job description
Job responsibilities
Hours
per week:Part-time
(Up to 15 hours), ideally Monday to Friday, 3 hours per day.Must
be able to work occasional evenings and Saturdays to cover the team
Job Location:Across
Leatherhead, Fetcham and Bookham sites
Travel:Access to a car may be required to fulfil the needs
of the role. Reasonable adjustments will be considered in line with the
Equality Act.
Job Summary
This role involves supporting service
delivery across member practices within the PCN, with a specific focus on the
Extended Access service, thereby improving care outcomes and patient
experience.
The post-holder will provide administrative
and coordination support to clinicians, patients and services during
out-of-hours clinics, ensuring the smooth, safe and effective running of
appointments across PCN practices.
Key Responsibilities / Duties
Extended Access (Out-of-Hours) Support
The post-holder will provide reception and
coordination support during Extended Access sessions, which typically operate
during weekday evenings and Saturdays.
When undertaking Extended Access sessions,
the post-holder will:
-
Act as a first point of contact
for clinicians, patients, carers and relevant service providers
-
Provide reception and
administrative support for appointments, including patient check-in and service
coordination
-
Manage patient flow to support
the effective use of clinical time
-
Respond appropriately to
sensitive, challenging or urgent enquiries, maintaining professionalism and
patient focus
-
Manage incoming calls, messages
and queries relevant to Extended Access services
-
Reschedule appointments and
clinics where required, in line with agreed processes and timescales
-
Maintain accurate and timely
records using appropriate clinical and administrative systems
-
Ensure effective handover of
relevant information at the end of Extended Access sessions
-
Work independently during
sessions, escalating issues appropriately in line with PCN processes
-
Maintain a high standard of
confidentiality, information governance and professionalism at all times
PCN Administration & Support
In addition to Extended Access duties, the
post-holder will:
-
Act as a PCN point of contact
for practice teams, patients, carers and partner agencies
-
Support data collection and
audit using practice clinical systems
-
Co-ordinate PCN clinics and
liaise with practices and patients regarding referrals, tasks and appointments
-
Support PCN projects as
required, including administrative coordination, data returns, patient
communication and service monitoring
-
Support national screening and
immunisation programmes through administrative and call/recall processes
-
Support the delivery and
monitoring of the Impact and Investment Fund (IIF), Quality and Outcomes
Framework (QOF), and other DES/LES specifications
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, including:
-
Using personal security systems
within the workplace according to practice guidelines
-
Identifying risks involved in
work activities and undertaking such activities in a way that manages those
risks
-
Make effective use of training
to update knowledge and skills
-
Use appropriate infection
control procedures and maintain work areas in a tidy and safe condition
-
Report potential risks
identified
Equality & Diversity
The post-holder will support the equality,
diversity and rights of patients, carers and colleagues, including:
-
Acting in a way that recognises
the importance of people's rights, consistent with Practice policies,
procedures and current legislation
-
Respecting the privacy,
dignity, needs and beliefs of patients, carers and colleagues
-
Behaving in a welcoming,
non-judgemental manner that respects individuals' circumstances, feelings,
priorities and rights
Personal / Professional Development
The post-holder will participate in
training programmes implemented by the PCN, including:
-
Participation in an annual
performance review and maintenance of a personal development record
-
Taking responsibility for one's
own learning, development and performance
-
Demonstrating skills and
activities to others undertaking similar work
-
Training may be undertaken
outside of normal practice hours and off-site.
Quality & Governance
The post-holder will strive to maintain
quality within the PCN and will:
-
Alert other team members to
issues of quality and risk
-
Take accountability for own
actions, either directly or under supervision
-
Work effectively with
individuals and organisations in other agencies
-
Manage own time, workload and
resources effectively
Confidentiality
Patients entrust the PCN with sensitive
information relating to their health and other matters. This information is
provided in confidence and must be handled appropriately.
In the performance of this role, the
post-holder may have access to confidential information relating to patients,
carers, staff and the business of the practice. All such information must be
regarded as strictly confidential and disclosed only in accordance with PCN
policies and procedures.
The post-holder is required to comply with
the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act
2018, ensuring the safe, secure and lawful handling of personal and sensitive
data in both paper and electronic formats.
Risk Management
The post-holder is responsible for
identifying risks that could adversely affect the quality of care and the
safety of patients, staff and visitors, and for taking appropriate action to
eliminate or reduce these risks.
Safeguarding
The PCN has a responsibility to safeguard
and promote the welfare of children, young people and vulnerable adults. All
staff share this responsibility and must comply with PCN safeguarding policies.
The post-holder will be required to
complete Safeguarding Adults and Children training to the appropriate level for
the role (minimum Level 2) and maintain this training in line with PCN
requirements.
Any safeguarding concerns must be escalated
promptly to the PCN management team.
This job description provides guidance
to the role and is not intended to be an exhaustive list of duties. It will be
reviewed periodically in line with service requirements, and the post-holder
will be expected to contribute to this review.
Person Specification
Qualifications
Essential
- GCSEs (or equivalent) including English and Maths, or equivalent demonstrable skills and experience.
- Confidence using digital systems and standard office software, with the ability to learn new systems.
- Commitment to learning, reflective practice and professional development.
Desirable
- A-levels or equivalent qualification.
- Relevant qualification in administration, health or social care.
Experience
Essential
- Experience in an administrative, coordination or support role within health, social care or a related setting (including unpaid or voluntary experience).
- Ability to work effectively with a range of professionals and partner organisations, including within multi-disciplinary teams.
- Ability to communicate clearly and sensitively with individuals, families, carers and professionals.
- Organised, proactive approach to managing information, workloads and competing priorities.
- Ability to problem-solve, use initiative and locate relevant information when needed.
Desirable
- Experience of working in or with general practice or a Primary Care Network.
- Familiarity with medical terminology and clinical systems (e.g. EMIS, Docman, Accurx).
- Knowledge of personalised care approaches.
Personal Qualities
Essential
- Organised and able to manage own workload, priorities and deadlines.
- Works effectively both independently and as part of a team.
- Communicates clearly and professionally with patients, carers, colleagues and partner agencies.
- Builds trusting, collaborative working relationships.
- Demonstrates good judgement, accountability and emotional resilience.
- Able to identify and respond appropriately to risk.
- Confident working independently during out-of-hours sessions.
Other Requirements
Essential
- Subject to a satisfactory Disclosure and Barring Service (DBS) check in line with the Rehabilitation of Offenders Act and legislation on spent convictions.
- Ability to travel across the locality as required for the role.
Person Specification
Qualifications
Essential
- GCSEs (or equivalent) including English and Maths, or equivalent demonstrable skills and experience.
- Confidence using digital systems and standard office software, with the ability to learn new systems.
- Commitment to learning, reflective practice and professional development.
Desirable
- A-levels or equivalent qualification.
- Relevant qualification in administration, health or social care.
Experience
Essential
- Experience in an administrative, coordination or support role within health, social care or a related setting (including unpaid or voluntary experience).
- Ability to work effectively with a range of professionals and partner organisations, including within multi-disciplinary teams.
- Ability to communicate clearly and sensitively with individuals, families, carers and professionals.
- Organised, proactive approach to managing information, workloads and competing priorities.
- Ability to problem-solve, use initiative and locate relevant information when needed.
Desirable
- Experience of working in or with general practice or a Primary Care Network.
- Familiarity with medical terminology and clinical systems (e.g. EMIS, Docman, Accurx).
- Knowledge of personalised care approaches.
Personal Qualities
Essential
- Organised and able to manage own workload, priorities and deadlines.
- Works effectively both independently and as part of a team.
- Communicates clearly and professionally with patients, carers, colleagues and partner agencies.
- Builds trusting, collaborative working relationships.
- Demonstrates good judgement, accountability and emotional resilience.
- Able to identify and respond appropriately to risk.
- Confident working independently during out-of-hours sessions.
Other Requirements
Essential
- Subject to a satisfactory Disclosure and Barring Service (DBS) check in line with the Rehabilitation of Offenders Act and legislation on spent convictions.
- Ability to travel across the locality as required for the role.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
