Job Summary
The role is accountable to the Primary Care Improvement Manager. You will be required to work across the Southend Coastal Surgeries Group sites. The Digital Primary Care Assistant is a new role in general practice. Its purpose is to improve patient experience of access and allocation, improve staff working environment and facilitate the better alignment of existing capacity with the needs of the patients and business. This role is central to supporting the practices digital transformation and adoption of digital platforms and tools to support patient access and facilitate efficient and effective patient care and wellbeing. The role is central to building a strong social media presence for the practice.
About Us
Southend Coastal Surgeries is dedicated to delivering excellence in healthcare through its two branches, strategically located across Thorpe Bay and North Shoebury Surgery. We also manage Westcliff Medical Centre. We provide a wide range of NHS primary care services, striving to deliver the highest standards of medical and personal care. Your treatment is always delivered in a clinically effective manner by the most appropriate healthcare professional.
Key Responsibilities
* Support the development of and facilitate the implementation of the Digital Transformation Plan including identifying interdependencies, managing risks, considering the potential impacts on the wider organisation, and determining resource requirements.
* Signpost patients appropriately to self-help resources as required, providing them with written and digital sources where necessary.
* Work closely with the Primary Care Improvement Manager to identify challenges, contribute to the development of key priorities for improvement and support these to be delivered.
* Support the planning of and be responsible for the coordination of digital transformation within the practice.
* Coordinate the planning and development of Health & Wellbeing days by working closely with the Primary Care Improvement Manager.
* Effectively present and communicate data to practice staff at all levels to increase understanding of operational challenges.
* Use data to track and assess impact of changes made to operational processes, and to track trends and developments over time.
* Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care.
* Ensuring Care Coordination Tasks within the clinical system are actioned in a timely manner.
* Raising and coordinating Tasks within the clinical system where appropriate.
* Administration of patient letters via the Anima Document Management system or Document Management System in SystmOne.
* Support practices to keep care records up to date by identifying and updating missing or out-of-date information about the persons circumstances.
* Work with PCN and other community services as required, in an appropriate and polite manner to facilitate patient care.
* Updating patient records accurately and in a timely manner.
* Answering patient phone calls ensuring patients queries are processed in accordance with the practice requirements, signposting patients as appropriate.
* Ensuring all visitors are signed in and out of the building.
* Ensure that patients without appointments but who need urgent consultations are booked into appropriate slots and referred to a GP where necessary.
Key Tasks
* Coordinating the patient journey and practice digital transformation.
* Produce accurate data and reports to support digital transformation, operational improvement and patient Health & Wellbeing.
* Ensure public facing information is accurate and up to date at the point of access by patients.
* Publishing digital information over social media platforms promoting the practice, supporting signposting of patients to community services and support agencies.
* Supporting the Primary Care Improvement Manager with the development and implementation of transformation plans.
* Supporting the Primary Care Improvement Manager by coordinating Health Promotions; managed SMS activities to support QoF achievement.
* Work collaboratively with GPs and other primary care professionals to proactively identify and manage a caseload, including patients with long-term health conditions, and refer to other health professionals at our PCN or in the community as appropriate.
* Support and coordinate the clinical team with digital triage as required to meet business needs.
* Support the coordination of patient care by working with colleagues or clinicians within the practice.
* Chaperone patients as required.
* Work with people, their families and carers to improve understanding of conditions and support them to develop and review personalised care and support plans.
* Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care.
* Enable access to personalised care and support and facilitate digital transformation.
* Create data tools to support the implementation of improvement plans.
* Proactively contribute to identifying areas of process improvement.
* Lead on staff training of new digital tools and act as a positive digital champion.
* Coordinate Health & Wellbeing events.
* Take referrals for individuals or proactively identify people who could benefit from support through care coordination.
* Have a positive, empathetic and responsive conversation with the person and their family and carers about their needs.
* Work towards increasing patients’ understanding of how to manage and develop health and wellbeing through offering advice, guidance and development of digital information.
* Develop an in-depth knowledge of the local health and care infrastructure and know how and when to enable people to access support and services that are right for them.
* Ensure personalised care and support plans are communicated to the GP and any other professionals involved in the person’s care and uploaded to the relevant online care records, with activity recorded using SNOMED codes.
* Professional development and adherence to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, equality, diversity and inclusion, and health and safety.
* Establish strong working relationships with GPs and practice teams; collaborate with other care coordinators and health and wellbeing staff; meet regularly as a team.
* Act as a champion for personalised care and shared decision making; remain flexible and willing to take on other duties as reasonably required.
* Identify opportunities and gaps in the service and provide feedback to continually improve the service and contribute to business planning.
* Contribute to policies and plans relating to equality, diversity and reduction of health inequalities.
* Work in accordance with the practice’s policies and procedures and contribute to the wider aims and objectives of the practice and PCN.
Person Specification
Qualifications Essential: GCSE grade A to C in English and Maths; GCSE grade A to C in Media Studies. Desirable: Media Studies A Level; Content Creation in Social Media Level 3; other listed qualifications.
* Essential experience and attributes include active listening, empathy, culturally sensitive service delivery, commitment to reducing health inequalities, effective communication, risk assessment, and ability to work with diverse communities.
* Experience of working within a multi-professional team; data collection and measuring impact; knowledge of personalised care; understanding of NHS and PCNs; strong organisation and written/verbal communication skills.
Desirable
* Additional qualifications and experience related to media, care roles, and safeguarding knowledge as listed in the original text.
Employer details
Employer: Southend Coastal Surgeries
Address: 99 Tyrone Road, Thorpe Bay, Southend-on-Sea, Essex, SS1 3HD
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