Prescription Ordering Direct

2 weeks ago

Telford, United Kingdom NHS Shropshire, Telford and Wrekin Integrated Care Board Full time

NHS Prescription Ordering Direct (POD) Call Handler

The post holder must have GCSE grade C or above in English and Maths (or equivalent experience) and previous customer service experience.

The post holder must have excellent communication skills and the ability to work independently as well as within a team. Good IT skills and competency in typing/word processing are necessary, a working knowledge of GP computer systems and call centre experience would be an advantage.

**Base location**: Ptarmigan House, Sitka Drive, Shrewsbury Business Park, SY2 6LG / From February 2024: Wellington House, Wellington, Telford, TF1 1LR.

Agile working to be reviewed, following successful probationary period.

**The Prescription Ordering Direct Call Handler will**:
- Work with various member practices and pharmacies within Shropshire, Telford and Wrekin ICB to deliver efficient repeat prescribing processes thus reducing prescribing waste.
- Deliver an effective and competent level of receptionist, telephone and clerical support and consistently deliver a “patient centred” service which promotes good customer service and effective working relationship
- The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
- The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and the organisation.

Shropshire, Telford and Wrekin Integrated Care Board (ICB) commission high quality, equitable and integrated healthcare for the population of Shropshire, Telford and Wrekin.

The safe and cost effective use of medicines across Shropshire, Telford and Wrekin is of key importance within these services. The ICB is looking for a motivated and enthusiastic Prescription Ordering Direct prescription clerk to join the Medicines Management Team, who is driven by a passion for high quality services for our patients.

The call handler will be working with member practices within Shropshire, Telford and Wrekin ICB to deliver efficient prescribing processes, thus reducing prescribing waste and delivering better quality outcomes for patients and GP practices.
- Main Duties/ Responsibility:

- Act as first point of contact for POD when dealing with routine and specialist enquiries in a pleasant and helpful manner, maintain excellent customer service standard
- Communicate and record relevant information to patients, pharmacies, GP practices, and supervisors, referring to others as appropriate.
- Answering telephone calls, taking messages and requests for repeat prescriptions from patients, and passing on information accurately to the relevant department/person.
- Follow POD Standard Operating Procedure (SOP) and protocols for processing repeat prescription requests, under the supervision of others including a pharmacist.
- To be able to respond efficiently to a demanding role with constant pressure from telephone calls whilst maintaining accuracy and ability to follow up all queries in a timely manner.
- Strictly maintain patient confidentiality, accessing only those medical records and areas within the record that are necessary in the performance of the duties outlined in this job description.
- Able to work on own initiative and unsupervised, within defined policies and procedures to set timescale
- Have a flexible/adaptable approach to their work in order to meet various deadline
- To ensure that patients are not over ordering prescription items, are only ordering items that they require at that time and informing of any items that they are no longer taking to ensure that patient safety is paramount.
- To carry out any other delegate duties as required.

Reducing Medicine Wastage
- Highlight over and under ordering of repeat medicines to the POD Facilitator or pharmacist/technician according to agreed protocol
- Synchronising prescription medicine quantity
- Working within the Standard Operating Procedures (SOP’s) where a patient no longer requires certain medications (as they have not been ordered for a period of time) can be removed.
- Promotion of Shropshire, Telford and Wrekin ICB waste campaigns
- Patient education regarding the issues of prescribing waste
- To be aware of organisational guidelines and refer to them as necessary
- To be aware of individual practice SOP’s and refers to them as necessary

Improve patient and staff satisfaction
- Encourage ways to promote patients to take responsibility for their repeat prescription ordering and to highlight waste issue
- Provide guidance to practice staff, and promote communication throughout the practice team.
- Ensure a system is in place for highlighting when medication reviews are due for patients, with a ‘safety net’ system in place for those that are missed.
- Ensure the correct dosing instructions appear in all repeat prescriptions (

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