Medical Receptionist

GENERALThe Receptionist will adhere at all times to the practices agreed protocols and procedures, will contribute to updating them as required and will protect patient confidentiality at all times. TELEPHONES Reception staff will answer the various incoming outside lines into reception and also the internal lines. Handle patients telephoning with an emergency in accordance with the practices protocol. Provide future/on-the-day appointments/telephone advice slots with team members in accordance with practices Access Protocol.

Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies. Forward calls to team members. Answer patient enquiries. Record and pass on messages.

Assist patients checking the availability of their prescription or with a query. RECEPTION DESK Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately. This will include the following list, which is not exhaustive: Handle patients presenting at reception as an emergency in accordance with the practices protocol. Provide future/on-the-day appointments in accordance with the practices Access Protocol.

Assist patients to check in for their appointments. Process requests for repeat and acute prescriptions. Pass out prescriptions for collection and answer associated queries. Advise walk-in patients about how to access the service according to patient need.

Take requests for repeat prescriptions. Welcome and provide practice information/registration protocol details for patients wishing to register with the practice. Process changes of address/patient details. Record and pass on messages.

Assist with unlocking and locking the surgery and ensure adherence to security procedures. RECORDS Receptionists will contribute to the updating and maintenance of all patient records. This will include the following. The list is not exhaustive: Update registration and clinical details.

Input new patient registration data. Transmit new registration and de-registration data updates to Practitioner Services (registration details and records transfers). Highlight incoming mail for coding. Provide data for house calls (printed visit summary sheets).

Scan incoming correspondence and workflow to correct clinician. Workflow Out of Hours contact details to correct clinician. Workflow incoming results to correct clinician. Process incoming new patient records including arranging summarisation.

Provide printed appointments list for each surgery as a backup in the event that the system is unavailable. Accurately re-file any paper records accessed by clinicians. Repair damaged Lloyd George/A4 records. File/scan ECGs.

MESSAGES Receptionists will accurately record and pass on patient details and the content of the message in accordance with the practices message protocol. PRESCRIPTION REQUESTS Receptionists will take and action requests for repeat prescriptions over the telephone and in person in accordance with the practices Repeat Prescription Protocol. Process GPs requests to amend patients repeat prescribing records in accordance with the practices Repeat Prescription Protocol. Print repeat and acute prescriptions requested by patients and pass on for signature in accordance with protocol and within agreed timescales.

Direct signed prescriptions in the appropriate direction (pharmacy/post/for collection). CONTACTING PATIENTS Receptionists will contact patients by phone or using standard letters in accordance with doctors instructions and to agreed timescales. PATIENT TRANSPORTReceptionists will book patient transport in accordance with local arrangements and within agreed timescales.Recording Deceased Patients Receptionists will ensure that they record any deaths according to the practices protocol and inform the appropriate professionals in the practice. Processing paymentsReceptionists will accept and process payments for non-NHS services provided by the practice.CommunicationReceptionists will: Communicate effectively, promptly and courteously with patients, carers and relatives.

Use the most expedient and appropriate means to communicate information to other team members. Communicate appropriately and accurately with colleagues outside the practice and with due reference to the common law of confidentiality and the Data Protection Act. Immediately inform a member of staff if a patient appears ill or if their behaviour causes concern (including correct use of Emergency/Collapse/Security protocols). Be aware of Child Protection issues and communicate concerns in accordance with practice protocol.

**QUALITY AND PERSONAL DEVELOPMENT Receptionists will**: Participate in the practice appraisal system. Perform tasks to the best of their ability and contribute to the performance of the team. Take action to report/tackle identified issues which affect quality or present risk to patients, team members or the practice. CONFIDENTIALITYIn the course