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Job description

Receptionist for GP Front Door Service based at Queen Elizabeth Hospital, Kings Lynn.

REPORTS TO: NNPC Service Manager

HOURS: Part time shift work including evenings, weekends and bank holidays.

Job summary:

As receptionist you will be part of a team of receptionists that work in the service. High levels of organisation, professionalism and the ability to work autonomously are required for this role. You will receive, register and direct patients who are accessing the GP Front Door Service in a courteous, efficient and effective way.

You will also be responsible for generating daily reports from the clinical system, inducting new clinicians into the service as well as new reception starters when required. More detailed responsibilities are expanded on below.

North Norfolk Primary Care

North Norfolk Primary Care Ltd (NNPC) is a GP Provider Organisation (GPPO) providing clinical services in North Norfolk. Our shareholders are an alliance of 19 GP Practices in North Norfolk. The organisation’s aim is to sustain the delivery of primary care at scale, while supporting workforce development and improving access to primary care for patients in North Norfolk.

We are an expanding team, working together to enable an environment that is supportive and interesting for all our staff, one in which people can grow their careers in line with the organisation’s aims and values.

Background

The GP Front Door Service launched at the Queen Elizabeth Hospital (QEH) in Kings Lynn in January 2022, in a response to heightened demand at the Emergency Departments (ED) there. We also have a service at the James Paget Hospital, which was launched in September 2021.

It was designed as a stand-alone Primary Care service, separate to other services, however it was located at the front door of the Emergency Department (ED).

GP Front Door would work to ‘stream’ clinically appropriate patients that walked into ED, into a Primary Care type appointment with either a GP or Nurse Practitioner rather than continuing on the Secondary Care pathway. Essentially, converting an unplanned attendance into a planned care approach.

The service operates much like a branch GP practice would with the ability to see patients from a wider number of practices. Since inception the service has expanded to operating 12 hours a day, 7 days a week and is currently operating with two clinicians and one receptionist per day. The service also now has the ability to see patients that are registered at GP practices across the UK.

Main duties and responsibilities:

Administration

• To have a good knowledge of the SystmOne clinical system
• To work in accordance with written protocols
• Registering patients onto the clinical system and booking them into appointment slots
• Generating reports from the clinical system when required
• Creating rota templates and filling the rota with required staff

Reception

• Registering patients on to the I.T clinical system and booking appointments.
• Represent the service in a professional manner at all times.
• Direct patients to their appointment where necessary.

I.T

• Maintain the I.T functionality for receptionists and clinicians alike. Liaise with the IT department should any issues arise. Escalation of issues to line manager if not resolved.
• Creation and maintenance of logins for new staff.

Other Tasks

• Ensure reception area is always clean and tidy
• Any other tasks allocated by managers
• Provide a GP chaperone service as required (chaperone training will be provided)

Confidentiality:

• While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

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, 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
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Quality:

The post-holder will strive to maintain quality within the service, 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

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

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

Contribution to the implementation of services:

The post-holder will:

• Apply policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Reference ID: GPFD Receptionist QE

Part-time hours: (9am-9pm)

Application deadline: 14th June 2023

Job Types: Part-time, Permanent

2 X 12-hour shifts (including 1 hour of unpaid breaks per shift)

Salary: £10.77 per hour

Person Specification

PERSON SPECIFICATION

Qualifications and Training

Essential

Evidence of continuing learning and a desire to learn

Desirable

Experience of GP clinical systems (ideally SystmOne) and has worked in a GP practice

GCSE standard qualifications Maths and English grade C or above

Knowledge of current healthcare policy

Experience of undertaking service improvement(s)

Knowledge and Experience

Essential

Experience of working with or in Primary Care

Experience of working independently and prioritising your own work

Desirable

Understanding of the current NHS agenda for primary care and integration of services and/or the pressures within General Practice

Experience of working with senior colleagues (for example doctors, lead nurses, managers, directors)

Skills

Essential

Excellent communication skills - verbal and written

Ability to work on own initiative

Attention to detail / accuracy

Ability to work under pressure and problem solve

Understand the importance of confidentiality

Adaptable and receptive to new ideas and procedures

Values and Behaviours

Essential

Personal and professional integrity and confidence

Ability to work in a diverse environment

Ability to present yourself professionally and clearly, to listen, and to be responsive to reasonable requests.

Job Types: Part-time, Permanent

Salary: £10.77 per hour

Ability to commute/relocate:

• King's Lynn, PE30 4ET: reliably commute or plan to relocate before starting work (preferred)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• Administrative experience: 1 year (preferred)

Language:

• English (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person

Application deadline: 14/06/2023
Reference ID: GPFD Receptionist QE