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Job description

Main duties of the job

· To provide a full and efficient secretarial service to the Doctors and Practice clinicians (F2s, Registrars, Advanced Nurse Practitioners, Paramedics). This will include audiotyping and ensuring that all documentation (for example referral forms) is produced to an excellent standard.

· Ensure all information is secure and confidentiality of information is always maintained.

· Provide excellent customer care which may include communication with distressed and anxious patients and relatives, treating them with tact and empathy.

· Ensure the professional image of Leatside Surgery is always maintained.

Overview of the organisation

Leatside is a purpose-built surgery located in the flourishing market town of Totnes, with a current patient list size of just over 15,000. We pride ourselves on being a supportive and enjoyable place to work, with the practice culture at the heart of what we do. In May 2019 we were once again awarded an outstanding rating by the CQC.

We are fully computerised using SystmOne from April 2022 as our clinical system.

We are a training practice, with two GP Registrars, an F2, medical students, student nurses and paramedics. The surgery is also host to the community nursing and community mental health teams.

JOB DETAILS

Job Title: Medical Secretary
Job Holder Responsible To: Operations Manager

JOB PURPOSE

• To provide a full and efficient secretarial service to the Doctors and Practice clinicians

(F2s, Registrars, Advanced Nurse Practitioners, Paramedics). This will include audio- typing and ensuring that all documentation (for example referral forms) is produced to an excellent standard

• Ensure all information is secure and confidentiality of information is maintained at all times
• Provide excellent customer care which may include communication with distressed and anxious patients and relatives, treating them with tact and empathy
• Ensure the professional image of Leatside Surgery is maintained at all times

KEY WORKING RELATIONS

The post holder must establish effective working relations with the following individuals and organisations to ensure an efficient service for patients:

• Operations Manager/General Manager
• GPs and all other clinicians (F2s, Registrars, ANPs, Paramedics, Pharmacist, PCN

Physio).

• Leatside Surgery staff (Administration team, Reception team, Nursing Team)
• Admin and secretarial staff of local hospitals
• Devon Referral Support Services
• Local funeral services
• The Coroner’s Office

DIMENSIONS

• The post holder will be expected to attend/complete mandatory training - e.g., Health &

Safety, Information Governance, Equality & Diversity, Fire Training – to comply with current regulations

• To be flexible and adaptable to the needs of the secretarial team
• The post holder will be expected to multi-task and prioritise.

KEY RESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES

• Ensure that all audio typing is completed in a timely manner, paying particular attention to accuracy and presentation
• Prioritise Patient Tasks
• Action 2 week wait referrals ensuring patient has an appointment.
• Ensure that all Referral pathways are correctly completed on NHS E-referral systems
• Use multiple computer systems as required within the team such as SystmOne, NHS E-

Referrals, Adastra, Insight, Outlook, Excel

• Ensure accurate patient information is recorded whilst using the clinical system in line with Information Governance policy
• Ensure that email referrals are sent in a timely manner and in line with Surgery protocol
• Update the Secretaries manual when protocols/pathways change.
• Resolving problems which relate to the Choose and Book system. This includes dealing with rejected referrals.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
• Work effectively with individuals in other agencies to meet patient needs.
• Effectively manage own time, workload and resources.
• Liaising with external agencies such as secondary care and community services
• Respond to complaints where appropriate, escalating to Operations Manager if unable to resolve
• Maintain Devon Doctors register, action GP requests for Special Messages, forward TEP information urgently when requested. Remove entries regarding deceased patients.
• Action all administration procedures relating to deceased patients, liaising with the relevant third parties where appropriate, e.g., pharmacy, Register Office, funeral director.
• Assist with new clinician’s induction in regard to Lexacom / referral processes
• Keep up to date with DRSS and referral services processes and update the clinical system with new referral templates.
• Action any tasks deemed appropriate by management when availability allows.

PERSON SPECIFICATION

Essential

• 2 years secretarial experience preferably in a medical environment
• Knowledge of medical terminology
• Computer literacy, including a working knowledge of relevant programs, such as

Word and Excel

• GCSE English or equivalent
• An understanding of patient care and the ability to work with sensitive and confidential information.
• Ability to work both independently and as part of a team
• Self-motivated with the ability to use your own initiative
• Ability to maintain strict confidentiality and deal with the public in a sensitive way
• Excellent attention to detail
• Exceptional organisational skills and ability to prioritise
• Willingness to embrace new ways of working/changes

Desirable

• Medical secretary experience
• Experience with electronic referral service (ERS), SystmOne
• Experience working in General Practice
• NVQ level 3 in administration or equivalent experience, or RSA level lll (proficient and accurate audio typing skills).
• AMPSPAR or BSMA Certificate in Medical Terminology or equivalent qualification

KEY RESULT AREAS

Typing

Audio

As part of the team to type all correspondence from GP’s and other clinical staff using the software Lexacom within 2 working days of receipt, including:

• hospital and other referral letters
• Non referral letters
• Reports
• Letters to patients
• Letters of support

Ensuring that all correspondence is accurately stored on the Practice computer system

Computer/Word Processor

• Recording referrals in the SystmOne referral system
• Using emails and Practice Notes to communicate with Doctors and other staff and patients emails and SMS
• Using emails to communicate with other companies and hospitals.
• Using the computer Insight link to Torbay Hospital to find out results of X-rays and lab results

General Office Tasks

• Competent use of office machines and training other members of staff to use them, e.g., scanning documents to be emailed securely.
• Handling and distributing of emails and other correspondence
• Franking and posting all outgoing mail

Organising & Liaising

• Communication with patients both by telephone and face to face, dealing with their problems and enquires sensitively and professionally, and acting as a liaison between doctors and patients
• Chasing up hospital appointments, results, investigations and clinic letters at the request of the either the doctor or patient
• Generally using own initiative and judgement with enquires and problems as they arise, ensuring that confidentiality is maintained at all times and accurate and relevant consent is received from patients before information is released
• Demonstrating duties to new colleagues
• Attending meetings as requested and taking minutes if required

Equality and Diversity
The postholder will support the equality, diversity and rights of patients, carers and colleagues to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non- judgemental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development
The postholder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Health and Safety
The postholder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice health & safety policy, the practice health & safety manual and the practice infection control policy and published procedures.

Communication
The postholder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize people’s needs for alternative methods of communication and respond accordingly.

Quality
The postholder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
• Work effectively with individuals in other agencies to meet patients’ needs.
• Effectively manage own time, workload and resources.

Contribution to the implementation of services:
The postholder will:

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.

The details contained in this Job Description are not exhaustive and may change as the post develops.

Candidates will be invited to the surgery for interview on Thursday 9th March.

Job Types: Part-time, Permanent
Part-time hours: 20-25 per week

Salary: £11.11 per hour

Benefits:

• Company pension

Schedule:

• Monday to Friday

COVID-19 considerations:
We ask anyone attenting the surgery to do an LFT test before if they have any covid symptoms and advise us if they are positive for COVID-19 before arriving at the surgery.

Ability to commute/relocate:

• Totnes, TQ9 5JA: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Application deadline: 03/03/2023
Reference ID: Medsec2023