Care Navigator

To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant e.g., home visit protocol. To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time. To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately.

To give appropriate advice in cases of emergencies by following protocols e.g., chest pain protocol. To obtain all relevant information from service users, using the demographic protocol (name, date of birth, address) and input information into the patients healthcare records as necessary, in order to aid clinicians. To record relevant information on the appointment system e.g., the reason for the appointment, the reason for the home visit request, the reason why the patient needs more medication etc. To process any documentation and tasks in accordance with current protocols, ensuring any clinical tasks and messages are followed up as requested by other members of the team.

To discuss electronic services with patients and enroll them onto the appropriate systems. To print out patient reports e.g., home visit reports and ensure that all clinical/non-clinical correspondence has been distributed to Practice members. To issue repeat prescriptions once trained, via all platforms. To chaperone clinicians when required to do so, after appropriate training, and ensuring appropriate documentation.

To respond to patients in emergencies, including assisting with CPR if required, reacting to activated panic alarms in accordance with practice protocols. To liaise with the clinical/admin safeguarding leads for all safeguarding queries including looked after children, think family, reporting and actioning any tasks. To deal with informal complaints wherever possible. To share knowledge and have input in the development of office protocols and changes to processes.

To ensure any external visitors to the practice sign in and out. To undertake general administrative duties including photocopying, franking. To secure and lock up the premises, where trained, following Practice protocols.