Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and.....
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Job Responsibilities: Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice Deal with all general enquiries, explain procedures and make new and follow-up appointments. Check telephone numbers, addresses, email addresses with patients Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Enter requests for home visits and telephone consultations onto the telephone consultation screen, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Action repeats prescription requests following the practice guidelines and ensure that they are ready for collection by the patient within 48 hours. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Patient notes and correspondence: o Ensure that scanning and read-coding is up to date on a daily basis. Scanning must be double checked before being read-coded. Once letters are summarised on patients computerised medical records, they must be cross shredded. o Ensure that all recent correspondence is available when patients are seen. o Enter patient information onto their electronic records as required. Update telephone numbers and email addresses; liaise with secretaries for update of addresses. Update medical records as required. Premises: o Open up premises at the start of the day. De-activate alarm and make all necessary preparations to receive patients. o When last to leave at the end of the day, ensure that the building is totally secured, radiators, fans and internal lights are turned off and the alarm activated. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager. Confidentiality: In the course of 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 and Infection Prevention and Control: 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 and Infection Prevention and Control Policy, to 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 Reporting potential risks identified 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 recognizes the importance of peoples 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-judgmental and respects their circumstances, feelings, priorities and rights. Personal/Professional Development: The post-holder 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 Quality: The post-holder 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 teams 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 and carers Recognize peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services: The post-holder will: Apply Practice 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 Acting in a way that recognises the importance of peoples 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.
