Patient Contact and Navigation
Serve as the first point of contact for patients and visitors, providing a professional and compassionate service. Manage phone and face‑to‑face enquiries, book appointments, and handle patient requests efficiently. Identify patient needs and direct individuals to appropriate clinical, wellbeing, or community services. Maintain accurate records and ensure confidentiality in all interactions.
Patient Liaison, Wellbeing and Safety Net Support
Work within the Safety Net scheme to support vulnerable patients who need additional help attending appointments and engaging with care. Build positive, trusting relationships to understand barriers to accessing healthcare. Provide tailored practical and emotional support to help individuals attend appointments and follow through with agreed care plans. Liaise with clinicians, reception, and the wellbeing team to ensure patients on the Safety Net register receive coordinated and compassionate support. Accompany or assist patients with arranging transport, appointment reminders, and communication where appropriate. Maintain accurate documentation of contact and outcomes in line with practice procedures. Escalate safeguarding or welfare concerns promptly to the appropriate staff member.
Special Allocation Scheme
Provide cover and support for the Special Allocation Scheme (SAS) as required. Manage a caseload of patients registered under the scheme, ensuring they receive consistent and appropriate care within agreed protocols. Act as a key liaison point, maintaining clear communication and ensuring their care needs are met in line with practice and NHS England guidance. Collaborate with the wider multidisciplinary team to support safe, respectful, and effective engagement with patients in the scheme.
Collaboration and Advocacy
Work as part of the multidisciplinary team including GPs, nurses, OTs, and wellbeing staff. Liaise with local agencies, charities, and support networks to enhance patient access to services. Advocate for patients experiencing barriers to healthcare, promoting equality and inclusion. Contribute to team meetings, supervision, and service development discussions.
Administrative and Practice Support
Contribute to the smooth running of reception and administrative systems within the practice. Ensure accurate data entry on SystmOne and other systems. Support the coordination of patient communications, referrals, and service information. Maintain knowledge of practice policies, including safeguarding, data protection, and health and safety. Assist with patient registration, record requests, and information updates where required.
Safeguarding and Compliance
Recognise and elevate safeguarding concerns in line with policy and training. Uphold data protection, confidentiality, and equality standards at all times. Participate in regular training and professional development to maintain competence in both administrative and wellbeing duties.
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