Reception Duties Undertake the rota of reception duties as attached Greeting and directing patients and visitors to the surgery in a pleasant and helpful manner Register new patients and process paperwork accordingly Dealing with requests for appointments Accepting and handing out prescriptions, letters, forms and specimen bottles, etc. Receiving and processing visit requests Explain practice procedures and arrangements to new patients and those seeking temporary cover, ensuring any procedures are completed Advise patients of relevant charges for non-NHS services, accept payment and issue receipts Respond appropriately to queries and requests from patients and visitors Ensure the doctors rotas are known by all staff Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork where required Ensure actions requested by doctors are undertaken in a timely and accurate manner Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually Ensure mail is posted daily Ensure the specimens are ready for collection for the courier on a daily basis Telephone and Reception Duties Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately Process patient requests for appointments Receiving calls, taking messages and dealing with them in an appropriate and accurate manner Making telephone calls as requested, including ordering ambulances Follow the procedure to divert the telephone system as and when necessary Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor 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. Patient notes and correspondence Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to Ensure correspondence, reports, results etc. are filed electronically and promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen Ensure records are kept in good repair with all necessary information on the outside cover clearly visible Premises Open up premises at the start of the day when first to arrive and make all necessary preparations to receive patients When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
Extract medical records for appointments, visits, clinics or as requested To be available to the clinical staff during surgery hours to ensure the smooth running of surgery Filing of medical records, letters, reports Operation of computer for appointments system, etc. Maintaining tidiness and general maintenance of reception, consulting, waiting areas and immediate garden areas Computer Duties Ensure all prescriptions are processed accurately and available to doctors to check and sign prior to and on completion of surgery Ensure all tasks identified by Clinical staff and Practice Managers are processed accurately Ensure all referrals are entered onto the system in an accurate manner including the scanning of mail and other related paperwork To report IT and telephone faults and rectify as appropriate To use the choose and book process to book hospital appointments for patients 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 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 holders role Undertaking periodic infection control training (minimum annually) 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 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: 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 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 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