Description
To receive, assist and direct the Patient when accessing Greyfriars Surgery to ensure they access the appropriate service and/or healthcare professional. This should be done in a courteous, efficient and effective way.
To 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
1. Reception Duties:
- Maintain the efficiency of the appointments system by making appointments and booking in patients correctly. This includes making a variety of appointments including Face to Face, Video Consultations and Telephone Triage appointments with Doctors, First Contact Practitioners and Nurses. Booking appointments for a range of health care services for example; minor surgery, ante natal, post-natal, well woman, family planning, smoking, asthma, diabetic, ECGs, 24 hour tapes, anti-coagulants, and visits. This includes face to face appointments, telephone appointments and video consultations.
- Welcome and direct patients to the appropriate waiting areas.
- Follow the practice policy when allocating ‘urgent’ appointments.
- Follow the practice protocol when dealing with new patients and temporary residents.
- Advise patients of relevant charges for private services, accept payments, issue a receipt and follow the practice guidelines for dealing with the payment.
- Respond to all queries and requests for assistance from patients and other visitors.
- Enter requests for home visits into the computer. Include relevant information and when necessary refer to the on-call doctor.
- Action requests for ambulance transportation and enter details in appropriate book
- Follow procedures for entering, printing and monitoring of acute and repeat prescriptions.
- Retrieve and return patient notes when requested and file correctly.
- Follow the practice guidelines for E-Mails and Intradoc.
- To provide ‘care navigation’ to patients to ensure they are seen by the right person, at the right time, in the right place.
- Ensure that start-up procedures and end of day procedures are done correctly.
- To have a working knowledge of the telephone system and for diverting to out of hours.
- Carry out other delegated duties considered appropriate to the post.
2. Administration Duties:
- Make refreshments as required
- Prepare rooms for meetings
- Process all incoming and outgoing mail
- Scanning all incoming documents
- Participate in appropriate stock control procedures which may include ordering of stationery and other products
- Carry out audit duties when required
- Ensure that the consulting rooms are prepared for Clinicians ensuing that they are equipped with a full set of forms and other essentials
- Maintain a check on patient notes to ensure that all patients are seen by Doctors or other Clinicians, if required
- Carry out photocopying, faxing and other clerical duties when required
- Participate in recall processes as required
- Deal with requests for insurance reports and other medical requests as required
- Participate in E-referral processes as required
- Input disease log information into the patient record for new and existing patients as required
- Management of the links and registrations process including GP2GP transfers
- Management of the NHS Health Checks process
3. 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, 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
4. 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 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-judgmental and respects their circumstances, feelings priorities and rights.
5. 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 appraisal/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 othe