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Reception

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice Deal with all general enquiries and explain procedures Checking patients in for appointments and monitor patient waiting times Process appointment requests for future appointments from patients. Handing completed repeat prescriptions to patient and checking names and address. Advise patient of relevant charges for private services (non-General Medical Services), accept payment and issue invoices and receipts for these services Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed Action requests for fit notes Assist the team with responding to email queries or forwarding where appropriate to the relevant Practice personnel. Deal with any deliveries to front desk

Patient Advisor

This is a role that involves taking calls from patients and dealing with patient's at our reception desk, assigning them to the most appropriate service or appointment. Develop and maintain an in-depth knowledge and understanding of the services provided by the Practice and the wider health community Put patients at ease and give them the opportunity to explain their needs through active listening Provide clear and concise information to patients Employ a variety of questioning techniques to develop a full picture of the patients requirements Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression Quickly and accurately record patient details, symptoms and enquires where further contact is required Identify potentially serious problems and bring those to the immediate attention of the appropriate clinician.

Appointments

Ensure total familiarity with the appointment system including regular and incidental variations Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical records Assisting with the cancellation of clinics at short notice when required Assist with contacting and booking patients for specific clinics

Administration

To have a thorough knowledge of all Practice procedures, working in accordance with written protocols Action tasks sent through EMIS Web in a timely manner Check and complete Docman tasks including OOH Open post as required and distribute Scan and photocopy as requested. Process patients change of address computer data and medical records (have knowledge of Practice area). Process repeat prescription requests in accordance with Practice guidelines. To assist with GP queries as requested

Other Tasks

Check and restock clinical rooms with clinical stock on a regular basis Ensure building security have thorough knowledge of doors/windows/alarm. Chaperone, as requested. Any other tasks allocated by managers

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 role, the post-holder will 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

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 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: Assess own performance and take accountability for actions, either directly or under supervision. 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 Actively contribute to the development and service improvement within the Practice proactively offering ideas and suggestions for improvements. Participate fully in meetings with your Team Leader

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 their 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 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 Attend meetings when required

St Helens and Knowsley Teaching Hospitals NHS Trust

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