Practice Support Team

6 months ago

London, United Kingdom GP Surgery Full time

**JOB DESCRIPTION**

**JOB TITLE: GP Practice Support Member**

**Job Summary**:
It is the responsibility of each practice support member to assist in the smooth running of the Practice in general, and the reception area in particular, and to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone.
- To facilitate patients accessing the clinical care provided by the practice.
- To support the GP’s and Nurses in providing that care.
- To act as first point of contact for anyone accessing the practice.

**Accountable to**: General Practitioners (for medical matters)

Practice Business Manager (for all other matters)

**KEY RESPONSIBILITIES**:

- To ensure that all visitors and telephone callers to the practice are greeted professionally.
- To ensure all telephone calls are managed appropriately.
- To manage the flow of patients arriving at the reception desk, for appointments, prescriptions or queries.
- To ensure that repeat prescriptions are generated accurately and efficiently, within 2 working days.

**KEY TASKS**:
**Reception duties**:

- Follow the unlocking procedure and AM checklist in preparation for opening up
- Greeting and checking-in of patients.
- Dealing with patient enquiries efficiently and courteously.
- The receiving and recording of telephone messages and taking the appropriate action
- Making appointments on EMIS from patients in person and on the telephone.
- Processing repeat prescriptions and assigning them to our in-house Pharmacist.
- Taking home visit requests
- Advising patients of relevant charges for private services
- Receiving specimens from patients ensuring all their details have been recorded whilst following Health & Safety policy.
- Tidying waiting room after surgery, ensuring premises are kept tidy between visits from the cleaning staff, tidy and sort magazines and leaflets, discarding old and damaged items as necessary.

**Administration duties**:

- To have a thorough knowledge of all practice policies and procedures and to work in accordance of written protocols
- Provide administrative support for clinical staff.
- Filing patient records and correspondence when necessary into the patient’s medical records
- Opening and distribution or practice post.
- Registering new patients following the New Patient Registration Protocol.
- Scanning documents onto the medical system. All scanning should be cleared daily.
- To send letters to patients as necessary.
- Photocopying of notes and other information (in reception this includes: ensuring enough forms are printed or photocopied: consent forms, CITA, appointment card, change of details etc.).
- Changing details on EMIS i.e. Change of address, telephone numbers etc.

**Other Information**:

- Cover for other Reception team members may be required for sickness and annual leave.
- Ensuring building security/premises at the end of the day and ensure the building is totally secured, internal lights off and alarm activated.
- To carry out any other duties agreed between employee and the practice to ensure the smooth running of the practice.

**Confidentiality**:

- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carer’s, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

**Health & Safety**:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, the Staff Handbook and the Practice Infection Control Policy, this will include:

- Using personal security systems with the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills
- Keeping own work areas and general/patient areas free from hazards.
- Reporting potential risks identified.

**Equality and diversity**:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

- Acting in a way that recognises the importance of people’s rights, interpreting

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