1. Job Purpose
To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the practice in the highest possible professional basis.
The primary role of the Practice is to provide high quality and responsive Primary Care General Medical Services to all patients registered with the Practice between the hours of 8 a.m. to 6 p.m. Monday to Friday. In achieving this, the GP Partners and Practice staff work closely with other health professionals and colleagues both within and out with the Practice and with health professionals in the Secondary Care sector. The Practice acts as the Primary interface for patients between Primary Care services and those provided by Secondary Care and other service providers
• To use judgement, resourcefulness, common sense and local knowledge within defined parameters to respond to patient’s enquiries, particularly in assessing the degree of urgency of the patients’ requests.
• Responding to queries and requests for assistance in an efficient and courteous manner, answering general enquiries and explaining Practice Policies
• Recording, action and filing correspondence reports and results using the DOCMAN filing system.
• Ensuring that patient records are accurate and up-to-date
• Be aware of the Practice’s set standards for appointment availability taking reporting action as necessary.
• Action requests for repeat prescriptions in line with current practice policy
• Responding to requests for access to medical records and reports in compliance with the relevant Acts.
• Undertaking simple audit tasks as delegated by the GP Partners, Practice Manager.
• Receive and accurately record requests for home visits, assessing the degree of urgency of the patient’s requests.
• To adhere to the Practice’s Health and Safety protocols and ensure a safe working environment, highlighting any problem areas to the appropriate member of staff.
• To attend training courses deemed necessary to enhance the skills required for the post.
Equipment and Machinery:
• Personal Computer system including e-mail and internet activity which are utilised as a means of communication both internally and externally.
• Practice Clinical System (Vision) to manage and record patient appointments, inputting patient registration data, prescription requests and accessing patient data as necessary.
• Fax and photocopying machines
The post holder is responsible for:
• With others, identifying and reporting hardware or software faults with the machinery or systems to the appropriate person.
Assignment and Review of Work:
The post-holder’s work assignment is determined by the requirements of the Practice, GP Partners, the Practice Manager and the patients.
The Manager provides immediate line-management for the post-holder. However, the post-holder is expected to be self-directed and self-motivated using their own initiative. The Post-holder’s work is formally reviewed by annual appraisal.
The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements.
Decisions and Judgements:
The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including:
• Establishing and maintaining effective lines of communication with the GP
• Partners, Practice Manager and the PHCT. (Primary Health Care Team)
• Communicating clearly and effectively with staff to aid the smooth running of the practice.
• Responding to requests or queries for support as they arise in an appropriate and timeously manner.
• Prioritising workload and requests for support.
• Making the most effective use of resources available.
• Using judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations
Most Challenging / Difficult Parts of Job:
• Managing the many conflicting priorities that the post requires.
• Ensuring clear protocols for the prioritisation of work.
• Providing and maintaining a professional and effective dialogue with patients
Communications and Relationships:
• Internally with the GP Partners, Practice Manager and colleagues to help ensure that the Practice’s aims and objectives are met.
• Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary care sectors with regards to the needs of the Practice and the needs of patients registered at the practice.
• Externally with patients registered at the practice.
You’ll have a head start in this vacancy if you’ve completed a Foundation Apprenticeship in a related field. We’ll need you to provide evidence of your qualification and show you gained the relevant skills from your placement
Minimum Nat 4/5 in English / Maths - Preferred Higher but not essential
• The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion.
• The post-holder is required to work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy.
• The post-holder is often required to work independently of others and be self-determined.
• The post –holder is required to communicate efficiently and possess an aptitude for dealing with potentially difficult or demanding situations.
This is a description of the job as it is now. We periodically examine employee’s job descriptions and update them to ensure that they reflect the job as it is then being performed, or to incorporate any changes being proposed. The Practice Manager will conduct this procedure in consultation with the jobholder