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Job description

JOB PURPOSE:
To ensure that’s patients are able to access health services including contact/make an appointment to see a doctor in the appropriate manner depending on need and that all patient records are up-to-date and available for all users when required.

The purpose of the job is also to contribute to maintaining practice administrative systems such as data input, new patient registrations, correspondence, results and repeat prescribing systems.

This role will include an aspect of Care-Co-ordination - working closely with our multi-disciplinary clinical team to organise and support the delivery of agreed care plans for patients.

Romanian, Portuguese and Polish language skills would be an advantage.

MAIN DUTIES AND RESPONSIBILITIES

Telephones
The Reception team will answer the various incoming outside lines into reception and also the internal lines:

• Handle patients telephoning with an emergency in accordance with the practice’s protocol
• Provide future/on-the-day appointments/telephone advice slots with team members in accordance with practice’s Access Protocol
• Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies
• Forward calls to team members
• Answer patient enquiries.
• Record and pass on messages.
• Assist patients checking the availability of their prescription or with a query.

RECEPTION DESK
Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately with exceptional care and customer service. This will include the following tasks, which is not exhaustive:

• Handle patients presenting at reception as an emergency in accordance with the practice’s protocol
• Provide future/on-the-day appointments in accordance with the practice’s Access Protocol
• Assist patients to check in for their appointments
• Process requests for repeat and acute prescriptions
• Pass out prescriptions for collection and answer associated queries
• Advise walk-in patients about how to access the service according to patient need
• Take requests for repeat prescriptions
• Welcome and provide practice information/registration protocol details for patients wishing to register with the practice
• Process changes of address/patient details
• Record and pass on messages
• Assist with General Administrative duties where required
• Assist with unlocking and locking the surgery and ensure adherence to security procedures

RECORDS
Receptionists will contribute to the updating and maintenance of all patient records. This will include the following. The list is not exhaustive:

• Update registration and clinical details
• Input new patient registration data
• Transmit new registration and de-registration data updates to Practitioner Services/Primary Care Support England (registration details and records transfers)
• Highlight incoming mail for coding
• Provide data for house calls (printed visit summary sheets)
• Scan incoming correspondence and workflow to correct clinician
• Workflow Out of Hours contact details to correct clinician
• Workflow incoming results to correct clinician
• Process incoming new patient records including arranging summarisation
• Provide printed appointments list for each surgery as a backup in the event that the system is unavailable
• Accurately re-file any paper records accessed by clinicians
• Repair damaged Lloyd George/A4 records
• File/scan ECGs

PRESCRIPTION REQUESTS
Receptionists will take and action requests for repeat prescriptions in accordance with the practice’s Repeat Prescription Protocol.

• Process GPs’ requests to amend patients’ repeat prescribing records in accordance with the practice’s Repeat Prescription Protocol.
• Print repeat and acute prescriptions requested by patients and pass on for signature in accordance with protocol and within agreed timescales.
• Direct signed prescriptions in the appropriate direction to the Pharmacy.

CARE CO-ORDINATION
A Care Co-ordinator will work with the GP to implement agreed care plans for patients:

• Co-ordinate and administrate care plans to implement agreed actions for patients as identified by the GP across health, social care and mental health, providing a single-point of access for staff & service users
• Advocate on behalf of the patient when accessing services outside of the practice, to ensure care plans are achieved
• Facilitate inter-agency communication to to ensure smooth and planned discharge and handover between care settings across the health and social care system, including GP, acute, community
• Identify and work with a list of named patients with the aim of encouraging independence, enabling people to remain at home and supporting early discharge from hospital

Communication
Receptionists will:

• Communicate effectively, promptly and courteously with patients, carers and relatives
• Use the most expedient and appropriate means to communicate information to other team members
• Communicate appropriately and accurately with colleagues outside the practice and with due reference to the common law of confidentiality and the GDPR/data protection regulations
• Immediately inform a member of staff if a patient appears ill or if their behaviour causes concern (including correct use of Emergency/Collapse/Security protocols)
• Be aware of Child Protection issues and communicate concerns in accordance with practice protocol

Other Responsibilities

Health and 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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:

• Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified

Equality and Diversity
To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure

Risk Management and Clinical Governance

To work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives and all aspects of CQC implementation.

Confidentiality

To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the General Data Protection

Regulations 2018 including outside of the work environment. Any breach of confidentiality may render an individual liable for dismissal and/or prosecution

Safeguarding

Whilst in post, staff are expected to acquire and update their knowledge on safeguarding as per the intercollegiate document requirements and Central Medical Centre policies.

Professional development

The post holder will participate in any training programme implemented by the practice as part of this employment and will participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties which may be requested from time-to-time.

The deadline for applications is Friday 12 May.

Job Type: Full-time

Salary: £10.50 per hour

Benefits:

• Free parking
• On-site parking

Schedule:

• Day shift

Ability to commute/relocate:

• Peterborough, PE1 3BF: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 12/05/2023
Reference ID: CAL1410