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FULL TIME/JOB SHARE HEALTH CARE ASSISTANT/FRONT OF HOUSE PATIENT CARE NAVIGATOR

HYBRID ROLE

Readesmoor Medical Group Practice has a new and exciting opportunity.

We are looking to recruit an experienced Health Care Assistants (HCA)/Patient Care Navigator to join our dedicated, elite, and diverse skilled practice team.

This role will enable the candidate to successfully navigate the patients journey from 1st contact to completing successful medical treatment.

FURTHER TRAINING WILL BE PROVIDED TO THE SUCCESSFUL CANDIDATE AS NECESSARY

At Readesmoor, you will be working alongside an experienced and diverse clinical team to include 5 GP Partners, Salaried GPs, Advanced Nurse Practitioners, Specialist Nurses, Paramedics, Pharmacy Technicians, Care Navigators and a large administrative team.

Based in Congleton Cheshire, we have a strong reputation for our focus on quality improvement and investing in people. Our vision is to provide high quality primary care services by understanding the needs of local people and using the best of General Practice and innovation. We are passionate about making a difference to local healthcare and reducing health inequalities by putting patient-centred care at the heart of everything we do.

· GMS Practice with approx.14,000 patients

· CQC rated ‘Good’

· EMIS web

· Part of a forward thinking, supportive PCN with a well-established and rapidly growing clinical team

· Research practice and opportunity for outside clinical interests

· Patient Participation Group

A high standard of patient care is our utmost priority together with the work-life balance of all out staff. This new role will allow the successful candidate to expand their existing knowledge, learn new skills and develop their portfolio of learning to deliver a more patient centric service.

The salary offered will depend on experience and will be reviewed as further skills are gained.

The Practice undertakes extended hours in the mornings and evenings and therefore requires the successful candidate to have a flexible working approach.

THERE IS A CLINICAL AND ADMINISTRATIVE ELEMENT TO THIS POST

The post holder will offer general assistance to the Nursing Team, General Practitioners and also work alongside the Front of House delivering the Care Navigators role. They will maintain patient confidentiality and work within Practice Guidelines and Protocols whilst under the direction of both the Clinical and Administration leadership team.

The Post holder is responsible for the delivery of care to the practice population. This will be delivered within the boundaries of their role, focusing upon supporting the patient to be healthy, monitoring of long-term conditions, health prevention and screening activities. You will signpost patients, and facilitate the patient journey by direction.

JOB DESCRIPTION – CLINICAL

To act in such a manner as to support the client/patient at all times and be mindful of the need to reduce anxiety for the client/patient

Implement and evaluate programs to promote health and well-being and prevent adverse effects on health and well-being

To provide phlebotomy service as required – providing a regular monitoring and screening service

To be responsible for the processing and management of laboratory samples requested by the Health Care Professionals (HCPs) – with specific responsibility to ensure that the samples are correctly labelled, sent to the laboratory promptly and that data is correctly entered in the patients records

Implement and evaluate individual treatment plans for patients with a known long-term condition including regular recall monitoring

To be responsible for the correct maintenance and cleaning of clinical equipment

To be responsible for the re-stocking of all clinical areas and maintain a stock rotation system

To maintain/order an adequate amount of clinical supplies and health promotional materials as agreed by the Medical Staff and to restock all rooms as appropriate

To assist in general nursing duties, under the supervision of the nursing team eg Urinalysis, Cardiovascular Screening, New Patient Checks, Wound dressings, Blood Pressures, Patient Observations, Diabetic Foot Checks, ECGs, Peak Flow training, QOF recalls, screening, Minor Ops assistance etc.

To ensure that the drug/vaccination refrigerators are at the correct temperature on a daily basis and that the cold chain is maintained, recording as per the practice guidelines

To give vaccinations according to local policy and completion of relevant training

To act as a chaperone for the HCPs and assist in emergency situations

To participate in the induction program for new staff and Students

To function as an integral part of the Primary Health Team

To attend regular meetings as required

To maintain equipment and rooms as per Infection Control Guidance

Communication:

Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment

Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating

Utilise communication skills to support patients to adhere to prescribed treatment regimens

Anticipate barriers to communication and take action to improve communication

Act as an advocate when representing the patients’ and colleagues’ viewpoints to others

Liaise appropriately with the multidisciplinary team

Delivering a quality service:

Recognise and work within own competence

Produce accurate and complete records of patient consultation, consistent with legislation, policies and procedures

Prioritise, organise and manage own workload in a manner that maintains and promotes quality

Deliver care according to the local and National Institute for Clinical Excellence (NICE) guidelines and evidence-based care

Maintain accurate registers and use the recall system on EMIS/ARDENS

Assess effectiveness of care delivery through self and peer review

Take part in regular appraisals

Participate in the maintenance of quality governance systems including Significant Event Audit

Adhere to local and national policies and initiatives as appropriate

Support and participate in shared learning across the practice and wider organization

Understand and apply legal policy that supports the identification of vulnerable and abused children and adults, being aware of statutory child/vulnerable adult health procedure and local guidance

Work within policies relating to domestic violence, vulnerable adults, substance abuse and addictive behaviour, and refer as appropriate

Team working

Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working

Ensure clear understanding and utilisation of referral mechanisms within the practice

Prioritise own workload and ensure effective time-management strategies are embedded in own practice

Management of risk:

Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients

Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines

Ensure safe storage, rotation and disposal of vaccines and drugs is undertaken.

Undertake mandatory and statutory training

Apply infection control measures within the practice according to local and national guidelines

Apply policies that reduce environmental health risks, are culturally sensitive

Utilising information:

Use technology as an aid to management in planning, implementation and monitoring, presenting and communicating information

Review and process data using accurate Read codes about patients in order to ensure easy and accurate retrieval for monitoring and audit processes

Manage information searches using the internet and the retrieval of relevant information for patients on their condition

Understand own and other’s responsibility to the individual organisation regarding the Freedom of Information Act

Learning and development:

Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments

Assess own learning needs and undertake learning as appropriate

Make effective use of learning opportunities within and outside the workplace, evaluating their effectiveness and feeding back relevant information

Ensure mandatory training needs are met

Readesmoor Medical Group Practice will support learning and develop the individual within the role offered

Equality and diversity:

Identify patterns of discrimination, take action to overcome this, and promote diversity and quality of opportunity

Enable others to promote equality and diversity in a non-discriminatory culture

Support people who need assistance in exercising their rights

Monitor and evaluate adherence to local chaperoning policies

Act as a role model in good practice relating to equality and diversity

Accept the rights of individuals to choose their care providers participate in care and refuse care.

PERSONAL SPECIFICATION - CLINICAL

KNOWLEDGE AND SKILLS

Essential

Strive to achieve the best for Patients and colleagues

Understanding the health needs of Primary Care

Understanding of equal opportunity and diversity issues

Well-developed IT skills

Excellent interpersonal, verbal and written communication skills

Time management and ability to prioritise workload

Be committed to developing your portfolio with new skills

Desirable

Experience of EMIS and ARDENS templates and searches

Understanding and knowledge of policy related to delivery of Primary Care, including Clinical Governance and Quality and Outcomes Framework

EXPERIENCE

Essential

Experience of working in a health care setting

Evidence of appropriate continuing professional development activity to maintain up to date knowledge and on-going competence

Evidence of working autonomously and as part of a team

Desirable

Experience of working within General Practice

QUALIFICATIONS

Essential

Hold a recognised Healthcare qualification eg NVQ Level 3 minimum

ECG

Immunisation and Vaccination

Phlebotomy

Desirable

Wound Care

Chronic Disease Management reviews

The Health Care Assistant will deliver and assist clinical staff in the provision of treatment, preventative care, health promotion and patient education.

KEY DUTIES AND RESPONSIBITIES OF THE CARE NAVIGATOR

· To receive and greet patients, i.e. clients and visitors to the Practice, in a welcoming and professional manner in line with Readesmoor’s welcoming procedure and to act as a point of contact between patients, clients, healthcare professionals, visitors, the GPs, Partners and Practice Staff.

· To engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service (care navigation).

· To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Patient Services Manager as appropriate.

· To take telephone calls and online requests from patients and accurately record all essential information on the clinicaL system

· To provide accurate and up to date information to answer the enquiries of patients, clients and visitors where necessary seeking the advice of others, responding to and/or redirect all patient and visitor requests accordingly.

· Identify callers or patients who may present face to face requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.

· To accurately maintain and update appointment systems, booking in patients and visitors in line with practice appointments and visitors procedures.

· To answer/make telephone calls in a professional manner ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages.

· To assist with the call and recall of patients

· To undertake registrations/deductions of patients at the practice following Readesmoor procedures; receiving, checking forms and providing advice as required.

· To promote the participation of the Family and Friends Test to patients, clients and visitors.

· To collate the Family and Friends Tests results and add onto S drive spreadsheet

· To undertake a variety of administration duties including preparing and printing repeat prescriptions according to standard operating procedures at patient’s request, distributing prescriptions, photocopying, emailing, text messaging services, filing, preparation of letters for posting and clerical support to others within the Practice.

To accurately maintain and update both computerised and manual filing systems, including:

· Setting up new patient records on the clinical system, updating of patient details, entry of identified clinical data (including read codes) to medical records, electronic scanning of correspondence and allocation to patient records.

· To ensure reception, waiting areas and clinical rooms are maintained in a clean and tidy state, preparing and tidying rest and meeting areas when requested, including the making of drinks and loading and emptying of the dishwasher.

· To maintain stationery in all medical and treatment rooms including the re-ordering of such items.

· To act as a chaperone for doctors as requested.

· Arrange for an ambulance for patients as and when requested by the clinician.

· Notify the Patient Services Manager of any equipment or IT failures or faulty equipment.

· To receive and receipt cash and cheques from patients and clients for non-NHS services in line with Readesmoor procedures.

· To attend meetings as required, e.g. business meetings, team huddles and all PDP sessions.

· Provide guidance and training to new members of staff to help them achieve their objectives.

· Ensure all individually attended training sessions are cascaded to all members of the front of house team.

· To maintain patient and staff confidentiality at all times including outside of the work environment working within reference to the Data Protection Act.

· To provide holiday and sickness cover for front of house and other administration duties as required.

· To receive paperwork associated with requests from outside agencies (e.g. Insurance/ travel cancellation forms) informing patients of cost incurred and direct to Performance & Quality Team.

· Receive and distribute external and internal post, including all incoming general emails, redirecting mail as appropriate.

· Advise the Line Manager of any problems and take appropriate action as directed.

· To undertake any other duties commensurate with the scope of the role and within your skill set as requested.

TASKS UNDERTAKEN BY THE HEALTH CARE ASSISTANT

• ECG’s both routine & urgent
• Dressings/other clinical room procedures
• Venepuncture
• Chaperone
• Assist with Minor Operations/Family Planning procedures
• Ear syringing
• Blood Pressures/other base line observations
• Suture Removal/ Staple Removal
• Swabs
• Minor Injuries
• Heights and Weights/waist circumference
• Emergencies/equipment checks
• Vaccinations and Vitamin B12
• Telephone Calls
• Pre Diabetes/Diabetic clinics/Respiratory clinics
• Lifestyle advice/Health Promotion
• Spirometry/Reversibility tests
• Supervise Phlebotomists/student nurses
• Treatment room/clinic room stock and ordering
• Cleaning of equipment
• New Patient Checks/CVD checks/Urinalysis
• Learning Disability checks
• Disease Register Management

PERSONAL SPECIFICATION -

FRONT OF HOUSE/ ADMINISTRATION

KNOWLEDGE AND SKILLS

Essential

Able to Interact with patients to provide and process information in response to enquiries, concerns and requests about NHS/practice services.

Confidence when interacting with patients Face to Face in stressful situations.

Able to provide a professional call handling service and associated administration duties.

Accuracy when recording all essential information.

Be committed to developing your portfolio with new skills

Desirable

Understanding and knowledge of General Practice pathways

Knowledge of operating systems such as EMIS/AccuRX

To apply for this post please send a CV and a covering letter to Sarah Robinson-Todd [email protected] or contact her on 01260 288111

If you would like more information before applying for this post – please contact Lynn Ramsay Nurse Manager 01260276161 to arrange an informal discussion.

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 (CRB) to check for any previous criminal convictions

Dates of interviews: Wednesday 28th June and Friday 30th June 2023

Job Types: Full-time, Part-time, Permanent
Part-time hours: 20 - 37.5 per week

Salary: From £12.00 per hour

Benefits:

• Company pension
• Sick pay

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Congleton: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 18/06/2023
Expected start date: 28/08/2023