Job Summary
The post-holder will be an integral part of the general practice team.
They will ensure all administrative and reception duties are performed effectively and to the required standard, meeting the objectives of the practice.
Mission Statement
Town Gate Practice aims to provide professional, accessible high quality and trusted health care services while inspiring future health care professionals by supplying comprehensive education and training.
Generic Responsibilities
All staff at this organisation have a duty to conform to the following:
Equality, Diversity and Inclusion - A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons – it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF) -This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
The post-holder is to manage and assess risk within their areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.
All personnel are to comply with the:
* Health and Safety at Work Act 1974
* Environmental Protection Act 1990
* Environment Act 1995
* Fire Precautions (workplace) Regulations 1999
* Other statutory legislation which may be brought to the post holder's attention
Confidentiality -The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Quality and Continuous Improvement (CI) - To preserve and improve the quality of the organisation's outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.
The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice and to discuss, highlight and collaborate with the team to create opportunities to improve patient care.
This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice. All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Induction - We will provide an induction programme, and management will support you throughout the process.
Learning and development - The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed.
Collaborative working -All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments, and the post-holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working, and to work effectively with others in the delivery of the values, direction and policies impacting upon care delivery.
Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence. Plans and outcomes by which to measure success should be agreed.
Managing information - All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.
Data should be reviewed and processed using accurate SNOMED codes to ensure easy and accurate information retrieval for monitoring and audit processes.
Service delivery - Staff will be given detailed information during the induction process regarding policy and procedure.
The post-holder must adhere to the information contained within the organisation's policies and regional directives, ensuring protocols are adhered to at all times.
Security - The security of the organisation is the responsibility of all personnel. The post-holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.
Professional conduct, uniforms and appearance - All staff are required to dress appropriately for their role and in accordance with the organisation's Uniforms, Dress and Appearance Policy. All staff members are to ensure that their conduct is commensurate with line management expectations and practice protocol.
Leave - All personnel are entitled to take leave. Public holidays will be calculated on a pro-rated basis dependent on the number of hours worked.
Primary Responsibilities
The following are the core responsibilities of the Administration/Reception in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
* Provide the administration and support operations of the practice, to achieve your primary responsibilities
* Support and maintain clinical rotas for all types of appointments
* Support in the coordination of the home visits rota
* Support administration staff rotas
* Work according to all administrative and reception policies and procedures as required
* Support the compilation of practice reports and the practice development plan where appropriate
* Participate in continuous review and development of efficient office processes and procedures to adhere to extant legislation
* Act as a focal front of house for the practice, managing and signposting requests from the public and agencies such as the local police, solicitors, DVLA and other agencies
* Provide initial guidance and advice to patients who wish to verbally complain
* Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
* Ensure evacuation lists are current and that the visitors' log is used appropriately
* Be an integral part of the general practice team
* Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children
* Support in the delivery of enhanced services and other service requirements
* Undertake all mandatory training and induction programmes
* Contribute to and embrace the spectrum of clinical governance where applicable
* Maintain a clean, tidy, effective working area at all times
* Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed
Wider Responsibilities
In addition to the primary responsibilities, the Administration/Reception has the following wider responsibilities:
* Attend and actively participate in practice meetings
* Attend any external meetings pertinent to this role
* Support and participate in shared learning
Job Types: Full-time, Part-time, Permanent
Pay: £12.21 per hour
Expected hours: 16 – 37.5 per week
Benefits:
* Free flu jabs
* Free parking
* On-site parking
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer service: 1 year (preferred)
* Administrative: 1 year (preferred)
Language:
* Welsh (preferred)
Work Location: In person