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 new role in general practice. Its purpose it 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 and business band.
Main duties of the job
The role also has a focuson the use of digital tools used by our patient population, such as socialmedia apps and our patient facing website, ensuring information is accurate andup to date at the point of access by members of the public and our patientpopulation.
The role of the skilled Digital PrimaryCare Assistant is varied and involves excellent communication through a varietyof means including telephone and online. The successful applicant will need tobe able to efficiently switch between systems to efficiently navigate thepatient to the correct service for their needs. It is extremely important thatthe Digital Primary Care Assistant is committed to providing excellent customerservice. This post is central tosupporting practice staff to effectively use existing and new technologysystems and products to enable improvement.
The Digital Primary Care Assistant will have a strongdigital background and experience using graphical software. They will also have proven experience insocial media marketing. They will becaring, dedicated, reliable and person-focussed and enjoy working with a widerange of people. They will have good written communication skills and strongorganisational and time management skills.
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.
Our Commitment to our patients
We aim to offer an effective, efficient, and fair healthcare service to all our patients by:
Placing our patients at the centre of everything we do.
Employing a professional, integrated primary healthcare team that is suitably qualified and trained.
Providing our services in a safe, supportive, and well-equipped environment.
Job responsibilities
Key Responsibilities
* Support the development of andfacilitate the implementation of the Digital Transformation Plan includingidentifying interdependencies, managing risks, considering the potentialimpacts on the wider organisation, and determining resource requirements.
* Signpost patients appropriately toself-help resources as required, proving them with written and digital sourceswhere necessary.
* Work closely with the Primary CareImprovement Manager to identify challenges, contribute to the development of keypriorities for improvement and the support these to be delivered.
* Support the planning of and be responsiblefor the coordination of digital transformation within the practice.
* Coordinate the planning anddevelopment of Health & Wellbeing days by way of working closely with thePrimary Care Improvement Manager.
* Effectively present and communicatedata to practice staff at all levels to increase understanding of operationalchallenges
* Use data to track and assess impact ofchanges made to operational processes, and to track trends and developmentsover time.
* Help people to manage their needsthrough answering queries, making and managing appointments, and ensuring thatpeople have good quality written or verbal information to help them makechoices about their care.
* Ensuring Care Coordination Taskswithin the clinical system are actioned in a timely manner.
* Raising and coordinating Tasks withinthe clinical system where appropriate.
* Administration of patient letters viathe Anima Document Management system or Document Management System in SystmOne.
* Support practices to keep care recordsup to date by identifying and updating missing or out-of-date information aboutthe persons circumstances.
* Work with PCN andother community services as required, in an appropriate and polite manner tofacilitate patient.
* Updating patientrecords accurately and in a timely manner
* Answering patientphone calls ensuring patients queries are process in accordance the practicerequirements, signposting patients as appropriate
* Ensuring allvisitors are signed in and out of the building.
* Ensure thatpatients without appointments but who need 'urgent consultations are bookedinto appropriate slots and referred to a GP where necessary
Key Tasks
* Coordinating the patient journey and practice digitaltransformation
* Produce accurate data and reports to supportdigital transformation, operational improvement and patient Health &Wellbeing
* Ensure public facing information isaccurate and up to date at the point of access by patients
* Publishing digital information oversocial media platforms promoting the practice, supporting signposting ofpatient to community services and support agencies
* Supporting the Primary CareImprovement Manager with the development and implementation of transformationplans
* Supporting the Primary CareImprovement Manager by way of coordination of Health Promotions; managed SMSactivities to support QoF achievement.
* Work collaboratively with GPs andother primary care professionals within the practice to proactively identifyand manage a caseload, which may include patients with long-term healthconditions, and where appropriate, refer to other health professionals at ourPCN or within our community service.
* Support and coordinate the clinicalteam with digital triage as required to meet business need.
* Support the coordination of patientcare by working with colleagues or clinicians within the practice.
* Chaperone patients as required.
* Work with people,their families and carers to improve their understanding of the patientscondition and support them to develop and review personalised care and supportplans to manage their needs and achieve better healthcare outcomes.
* Help people to manage their needsthrough answering queries, making and managing appointments, and ensuring thatpeople have good quality written or verbal information to help them makechoices about their care.
1. Enable access to personalised care andsupport and facilitate digital transformation
* Create data tools to support the implementationof improvement plan
* Proactively contribute to identifying areas of processimproveme
* Leading on staff training of new digital toolsand be a positive digital champion
* Coordination of Health & Wellbeing Event
* Take referrals for individuals or proactivelyidentify people who could benefit from support through care coordination.
* Have a positive, empathetic and responsiveconversation with the person and their family and carers about their needs.
* Work towards increasing patients understandingof how to manage and develop health and wellbeing through offering advice, guidanceand development of digital information.
* Develop an in-depth knowledge of the localhealth and care infrastructure and know how and when to enable people to accesssupport and services that are right for them.
* Ensure personalised care and support plans arecommunicated to the GP and any other professionals involved in the personscare and uploaded to the relevant online care records, with activity recordedusing the relevant SNOMED codes.
* Work with the Primary Care Improvement Manager todevelop training plans and assist in their implementation to a high standard.
* Undertake continual personal and professionaldevelopment, taking an active part in reviewing and developing the role andresponsibilities, and provide evidence of learning activity as required.
* Adhere to organisational policies andprocedures, including confidentiality, safeguarding, lone working, informationgovernance, equality, diversity and inclusion training and health and safety.
* Establish strong working relationships with GPsand practice teams and work collaboratively with other care coordinators,social prescribing link workers and health and wellbeing coaches, supportingeach other, respecting each others views and meeting regularly as a team.
* Act as a champion for personalised care andshared decision making within the practice.
* Demonstrate a flexible attitude and be preparedto carry out other duties as may be reasonably required from time to timewithin the general character of the post or the level of responsibility of therole, ensuring that work is delivered in a timely and effective manner.
* Identify opportunities and gaps in the serviceand provide feedback to continually improve the service and contribute tobusiness planning.
* Contribute to the development of policies andplans relating to equality, diversity and reduction of health inequalities.
* Work in accordance with the practices policiesand procedures.
* Contribute to the wider aims and objectives ofthe practice and our PCN to improve and support primary care.
Person Specification
Qualifications
* GCSE grade A to C in English and Maths
* GCSE grade A to C Media Studies
* Content Creation in Social Media Level 3 T-Level
* Art, Design & Media Level 1 BTEC Introductory Award
* Digital Technologies (Media Pathway) level 1 Diploma
* Management and Administration (Business Support) T Level
Experience
* Personal qualities and attributes -
* Ability to actively listen, empathise with people and provide personalised support in a non-judgemental way
* Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting
* lifestyles and diversity
* Commitment to reducing health inequalities and proactively working to reach people from diverse communities
* Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential
* Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
* Ability to identify risk and assess / manage risk when working with individuals
* Have a strong awareness and understanding of when it is appropriate or necessary to refer people to other health professionals/agencies, when what the person needs is beyond the scope of the care navigator role e.g. when there is a mental health need requiring a qualified practitioner
* Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
* Ability to demonstrate personal accountability, emotional resilience and work well under pressure
* Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
* High level of written and verbal communication skills
* Ability to work flexibly and enthusiastically within a team or on own initiative
* Knowledge of, and ability to work to policies and procedures, including
* confidentiality, safeguarding, lone working, information governance, and health and safety
* Qualifications and Training -
* GCSE Grade A to C Maths and English
* Proficient in MS Office and web-based based tools
* Experience -
* Experience of working within multi- professional team environments
* Experience of data collection and using tools to measure the impact of services
* Skills and Knowledge
* Knowledge of the personalised care approach
* Understanding of the wider determinants of health, including social, economic and environmental factors and their impact on communities, individuals, their families and carers
* Understanding of, and commitment to, equality, diversity and inclusion
* Strong organisational skills, including planning, prioritising, time management and record keeping
* Knowledge of how the NHS works, including primary care and PCNs
* Ability to recognise and work within limits of competence and seek advice when needed
* Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence
* Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence
* GCSE grade A to C Media Studies
* Personal qualities and attributes -
* Ability to provide motivational coaching to support peoples behaviour change
* Qualifications and Training -
* NVQ Level 3 in adult care - advanced level or equivalent qualifications or working towards
* Experience -
* Experience of working in a GP practice, adult health and social care, learning support or public health / health improvement
* Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a paid or voluntary capacity)
* Experience of supporting people, their families and carers in a related role
* Experience or training in personalised care and support planning
* Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
* Skills and Knowledge
* Knowledge of Safeguarding Children and Vulnerable Adults policies and processes
* Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional and social
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