Job Description
2 Winchester Mews
London NW3 3NP
Tel: 020 7722 2772
Web: www.swisscottagesurgery.net
Dr S Smith, Dr M Abbas, Dr F Entikabi, Dr P Smith, Dr D Beck, Mr R Gill
JOB DESCRIPTION
JOB DETAILS
Job Title: Patient Services Executive
Reporting to: Practice Managers
Location: Swiss Cottage Surgery
Hours: 37.5 hours/week
JOB PURPOSE
To support the Managers in the execution of their role in the daily operational duties of the Practices in line with GMS contract, CQC and statutory responsibilities, and to deputise in their absence
To assist in the day-to-day running of our reception, representing the Practices and its values centred on patient care. You will be the first point of contact, welcoming all who come in to use services at the Practices and sign-posting users of the service and visitors appropriately.
To manage all face to face and telephone contacts in a professional and courteous manner, and to assist patients to access the most appropriate healthcare professional, directing them and assisting them as appropriate
To provide general assistance and to help in the provision of administrative support to the clinical team and non-clinical team, to deal effectively with the general public, and to ensure that a high standard of patient care is maintained within the Practices as well as achieving targets set by the Practices.
MAIN DUTIES AND RESPONSIBILITIES
Practice Manager Support:
- To support the Practice Managers in the day-to-day operations of the Practices;
- To assist in undertaking all reporting activities and submissions to NHSE and the CCG as required;
- To assist with CQC compliance including but not limited to co-ordinating the routine checking of fire alarms, water safety and any other aspects to ensure the safe running of the Practices, maintaining the register of CQC policies and audits etc.;
- To co-ordinate the periodic review of all policies and protocols to ensure compliance with statutory regulations;
- To assist with the reporting of significant events;
- To assist in completing premises risk assessments including fire safety checks;
- To assist in the co-ordination of medical research studies;
- To assist in the co-ordination of health campaigns;
- To acknowledge complaints with two working days of their receipt, as per Practice policy, and assist in the investigation of and respond to each complaint in conjunction with the Practice Manager;
- To co-ordinate all medical reports and all other subject access requests (SAR) ensuring that they have been assigned to a clinical staff member and completed within 28-days as per Practice policy;
- To share responsibility in reviewing the AccuRx Patient Triage inbox and managing responses;
- To be first point of contact for the Patient Participation Group (PPG);
- To be first point of contact for third-party contract renewals such as but not limited to building insurance, fire and security etc. and any costing works for the premises, reporting to the Practice Manager;
- To conduct regular Reception team meetings (huddles);
- To support the Practice Managers in any other duties;
- To deputise for the Practice Managers in their absence.
Reception
Ensure that all Staff adhere to the following:
- To provide and maintain a high level of service to patients, visitors and colleagues;
- To ensure effective communication between reception staff and clinicians, in particular when patients are distressed or unwell;
- To manage all general enquiries including telephone, email and face-to-face, take messages and maintain good communication processes within the Practices;
- To manage eConsult and AccuRx queries and action accordingly;
- To take and relay messages and information correctly for all surgery staff;
- To provide patients with all appropriate information regarding services provided in the Practices;
- To promote a positive image to visitors and callers by maintaining a high standard of personal appearance and attitude and by dealing with enquiries in a professional and polite manner;
- To greet and direct patients appropriately to the correct service;
- To provide patients with all appropriate information regarding services provided in the Practices.
Appointments and Patient Registrations
Ensure that all Staff adhere to the following:
- To make appointments for patients for consultations, home visits or health promotion clinics;
- To process appointment requests for on the day and future appointments from patients by telephone and in person;
- To use own judgment and communication skills and ensure that patients with no prior appointment, but who need an urgent consultation, are seen or contacted in a logical and non-disruptive manner;
- To register patients either as a temporary resident or regular patient. To take full and accurate details, complete necessary forms and enter onto the computer;
- To deal appropriately with non-registered patients using services offered by the Practices;
- To explain Practice procedures and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
Administration
Ensure that all Staff adhere to the following:
- To operate the computerised clinical system;
- To maintain accurate records of medical information both computer and paper;
- To assist in the management of Docman and to file all patient emails and emailed correspondence onto their computer medical records;
- To action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually;
- To ensure photocopying and collation of and to file medical records;
- To undertake general clerical duties as required including filing and photocopying;
- To ensure that the reception area is well-stocked with stationery including but not limited to Practice leaflets, registration forms and patient information leaflets;
- To ensure that the patient noticeboards are up-to-date and tidy;
- To assist in the processing of e-referrals for patients and book appointment for them;
- To open, stamp and record incoming and outgoing mail, and distribute as appropriate in a timely manner;
- To receive, check and clear deliveries;
- To use the clinical computer system to action any information received by NHS England;
- To receive card and cash payments from patients and record appropriately;
- To advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- To ensure all service claims are made correctly and appropriately;
- To sort and distribute accordingly any correspondence and records received in the weekly delivery from Primary Care Support England (PCSE);
- To ensure medical records requested for return to PCSE are retrieved and dealt with in the appropriate manner;
- To contribute to administration work to support delivery of key performance targets.
Premises
Ensure that all Staff adhere to the following:
- To open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients;
- To ensure that the reception area, waiting rooms, admin office and kitchen are clean and tidy at the end of the day;
- When last to leave at the end of the day, to ensure that the building is totally secured, internal lights are off and the alarm activated.
General
- To adhere to Practice policies, local and national guidelines;
- To undertake any other duties allocated by the Practice Managers or the Partners including typing of correspondence and scanning, as required;
- To inform the Practice Managers of any complaints and feedback promptly;
- To attend relevant and complete training, when required;
- To liaise effectively with patients, general practitioners, hospital staff and other professional bodies to ensure the smooth running of the Practices;
- To ensure that general office duties are carried out in accordance with the Practice standards e.g. filing of patient records and chasing outstanding results/tests on a daily basis, and retrieval of notes;
- To communicate to the Practice Managers and Partners and concerns, issues and suggestions;
- Participate in practice audits and projects as required.
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 Practices 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 Practices 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 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;
- Demonstrating 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.
Personal/professional development:
The post-holder will participate in any training or development activity required by the Practice as part of this employment, 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 Practices, and will:
- Alert other team members to issues of quality and risk;
- Assess their own performance and take accountability for their 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 recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members;
- Communicate effectively with patients and carers;
- Recognise people’s 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 their own work;
- Participate in audit work where appropriate.
The above duties and responsibilities are intended to represent current priorities and are not meant to be an exhaustive list. The post holder may from time to time be asked to undertake other reasonable duties and responsibilities. Any changes will be made in discussion with the post holder according to service needs
Job Types: Full-time, Permanent
Salary: £12.00-£12.50 per hour
Benefits:
Experience:
- GP Receptionist: 2 years (required)
- EMIS Web: 2 years (required)
Work Location: In person
Application deadline: 28/04/2023
Reference ID: PSE-1
Expected start date: 02/05/2023