Unplanned Patient Care Administrator

5 months ago

Lancaster, United Kingdom Lancaster Medical Practice Full time

Lancaster Medical Practice is a large, at-scale, GP provider delivering General Medical Services to around 68,000 patients in Lancaster and surrounding villages.

Formed in April 2017 from our successful, legacy practices, Lancaster Medical Practice has continued to evolve to become the strong, high performing Practice it is today, receiving a rating of ‘Outstanding’ by the Care Quality Commission in August 2018.

We deliver our services from eight locations throughout the city of Lancaster and its surrounding area and are continuing to develop ourselves to improve what we do for our patients, staff and the local community.

We are a progressive, modern organisation with patient-centred General Practice at our core. When joining #teamlmp you are joining an organisation with a wide variety of clinical and non-clinical roles but who all work together to provide the best care we can to our patients.

**Job Title**:Unplanned Patient Care Administrator (UPCA)

**Accountable to**:Urgent Care Controller, Patient Services Managers

**Key Relationships**:Patient Services Coordinators, Patient Care Navigators, Planned Patient Care Administrators (PPCA), Clinicians, Patient Services Trainer

**Job Summary**:
The Unplanned Patient Care Administrator (UPCA) will work with the Urgent Care Controller (UCC) to ensure the smooth and effective running of the urgent care provision across Lancaster Medical Practice (LMP) on a daily basis. The UPCA will work with all ‘within 72 hour’ requests, allocating urgent work to relevant clinicians on duty using agreed protocols and initiative where required. This will involve filtering workload and pushing back inappropriate requests.

Unplanned Patient Care Administrators will need to have the ability to resolve situations quickly and effectively, using relevant LMP systems and initiative.

Due to the nature of the role and the work, the post holder will be required to work to cover a rota that operates between 8am and 6.30pm each day.

**Key Duties/Responsibilities**:

- To prepare and circulate the LMP daily bulletin each day
- Ensure that all decisions made are in line with practice policies and procedures
- To assess and action as appropriate, all requests for urgent (within 72 hours) appointments
- To ensure that all requests are actioned in line with the practice protocol for urgent appointments
- Ensure that all associated administration from the above (such as tasks) are actioned promptly, in line with practice protocols
- To work closely with the Planned Patient Care Administrators (PPCA) to ensure that requests for routine/continuity care and appointments are passed to the relevant team appropriately
- To work alongside the on-call medicines team, including the on-call pharmacist to ensure appropriate action of urgent prescription requests
- To monitor the availability of appropriate resource and escalate to the Urgent Care Controller, when difficulties with this resource are perceived
- To support team members to ensure that appropriate workload is sent to the Urgent Care team
- To support the ongoing needs of an event by monitoring communications and act on information received to facilitate a successful conclusion to events
- Providing support and guidance to all members of the Patient Services team on all urgent requests from patients
- Actively promote public health campaigns to patients (e.g. flu vaccinations, smear programmes)
- Champion the use of digital and online communication platforms, for all stakeholders
- Ensure that patients receive continuity care, where appropriate
- Ensure ‘Every Contact Counts’ when flowing patients through the care system
- Once trained, to provide chaperone duties to clinicians, and ensure accurate recording on EMIS.

**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 carers, 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, to include:

- Using personal security systems within the workplace according to

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