Key Responsibilities
Support the business in maintaining a safe environment for patients, staff, and visitors.
Conduct and document routine health & safety audits, including:
* Fire safety checks (alarms, extinguishers, emergency lighting, exits)
* Infection Prevention and Control (IPC) compliance in waiting and reception areas
* Clinical and non-clinical waste management
* Premises safety and environmental risk assessments
Maintain up to date health and safety and compliance logs.
Report incidents, significant events, near misses, and hazards via the business reporting system.
Escalate safeguarding concerns in line with the business Safeguarding Policy.
Ensure patient identification processes are followed for appointments and information sharing.
Maintain accurate records in accordance with Regulation 17 (Good Governance). EFFECTIVE (Regulations 12 & 17) Maintain accurate and contemporaneous patient records using the business clinical system (EMIS). Support the preparation and management of clinic lists and ensure clinicians are supported with required documentation where appropriate.
Monitor and support compliance with mandatory training requirements (e.g., safeguarding, IPC, fire safety). Support data quality initiatives, audits, and other administrative processes where required.
Assist with document control to ensure policies and Standard Operating Procedures (SOPs) remain current.
Contribute to quality improvement projects and internal audit cycles.
CARING (Regulation 10 Dignity and Respect) Provide a professional, compassionate, and respectful reception service.
Ensure patient privacy and confidentiality at reception and during telephone communications.
Support vulnerable patients with sensitivity and awareness of safeguarding responsibilities.
Promote equality, diversity, and inclusion in line with NHS values.
RESPONSIVE (Regulation 9 Person-Centred Care) Manage patient appointments in line with business access policies and NHS access standards.
Oversee front-of-house operations during face-to-face clinics to ensure smooth patient flow.
Answer and manage incoming telephone calls, triaging appropriately in accordance with Practice protocols.
Manage electronic consultation systems, online booking, and digital communications where applicable.
Support management of complaints and patient feedback in line with NHS Complaints Regulations.
Escalate capacity or access concerns to the Practice Manager.
WELL-LED (Regulation 17 Good Governance) Maintain accurate audit trails and documentation to support CQC inspection readiness.
Assist with preparation for CQC inspections and NHS contract reviews.
Support maintenance of governance dashboards and compliance trackers.
Participate in team meetings and contribute to continuous service improvement. Promote a culture of openness, learning, and Duty of Candour.
Adhere to NHS Data Security & Protection Toolkit requirements.
Health & Safety & Compliance
Maintain Health & Safety file and audit schedules.
Monitor IPC compliance in non-clinical areas.
Support risk assessments and action plans.
Ensure appropriate safety signage and patient information displays are up to date.
Other Administrative Responsibilities
Provide all aspects of administrative support to the Operations Manager and wider team, and keep them informed of progress.
Handle communication with internal and external stakeholders (including locum GPs, practice staff, patients etc) via email and other methods, ensuring timely responses to queries and requests. Support procurement processes, managing supplies and liaising with suppliers where necessary. Work collaboratively with other departments, such as HR and Finance, to ensure smooth coordination of operations.
Stay on top of your eLearning modules and raise opportunities for further training or CPD with your Line Manager when you feel they are relevant to your role.
Comply with UK GDPR, Data Protection Act 2018, and NHS Confidentiality Code of Practice.
Ensure secure handling of patient information at all times.
Complete annual Data Security & Protection training.
Adhere to NHS Constitution values and Practice policies.
Participate in appraisal and mandatory training.
Undertake additional duties commensurate with the role and banding.
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