Practice Support Team

To provide a high standard of patient service.
- To have thorough knowledge of practice procedures and to work in accordance of written protocols.
- Provide general assistance to the practice team to both clinical and non clinical.
- Project a positive and friendly image to patients and other visitors, either in person or via the telephone.
- Receive, assist and direct patients in accessing the appropriate service or healthcare they require.
- Resolve queries/problems from patients, clinicians and associated staff.
- Deal with external agencies such as other practices, secondary care and 3rd party organisations.
- To ensure the provision of a high quality patient service within a safe, efficient working environment by providing effective support to clinicians and staff.
- Undertake all clerical, reception and administration duties applicable to the medical practice.

**Duties and Responsibilities**

**Clinical Practice**

To ensure that all statutory requirements outlined in the IntraHealth personnel procedures and policies are personally adhered to.

To be familiar with and conform to responsibilities under the Data Protection Act as identified by IntraHealth.

To undertake duties as necessary, in line with the changing needs of the company. To participate in the annual appraisal and knowledge and skills framework profiling process. Any necessary training will be provided.

Acts in a way that acknowledge individuals rights to make their own decision and recognise their responsibilities.

Facilitates others to identify their current level of knowledge and skills, their learning needs and best practice.

Identify resource issues which affect learning, development and performance and alerts the appropriate managers.

**Communication**

**Delivering a quality service**

The post-holder will strive to maintain quality within the Practice, and will:

- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patient’s needs
- Effectively manage own time, workload and resources

**Overview**
- Opening/closing premises.
- Preparing /organising rooms i.e. stock replenishment and ensuring an adequate supply of stationery is at hand for clinicians.
- Ensuring the reception area is tidy, safe and welcoming.
- Making appointments for health care professionals using the surgery premises.
- Dealing with External agencies - e.g. District Nurses, Health Visitors, secondary care, 3rd sector organisation and Primary Care Bodies.
- Greeting and directing patients on arrival and checking patients them into their appointments.
- Dealing with patient’s general/routine enquiries and requests.
- Answering telephones - receiving and forwarding messages.
- Making patient appointments and giving appointment cards.
- Registering new patients, temporary residents, emergency patients and those requiring immediate necessary treatment.
- Arranging appointments for medicals and other non-routine appointments.
- Ordering emergency ambulances and distribution of correct telephone number for routine ambulance bookings.
- Dealing with requests for home visits, taking accurate information and entering the information onto the medical system.
- Making and dealing telephone calls as required.
- Dealing with requests and handing out repeat medication prescriptions.
- Open and distribute internal & external Mail.
- Posting of letters and parcels.
- Taking specimen samples to collection point.
- Receive and action messages for internal and external members of staff
- Ensure information regarding any urgent or unresolved matters are passed to the appropriate person/line manager at the end of your working hours.
- Emptying pathology lab results bag.
- Date stamping results and appropriate filing of information.
- Filing of medical records, letters and test results.
- Ordering and sorting of the medical records and their maintenance (replacing worn out covers etc.) where necessary.
- Keeping all data on the medical system up-to-date.
- Recording and checking answering machine throughout the day.
- Entering patient information onto the computer in a timely and accurate manner.
- Accepting requests for the completion of forms, e.g. hospital pre-admission drug check lists, private health insurance claim forms, passports, etc. (checking if there is a fee payable, informing the patient of the charge).
- Taking and receiving payments for services, e.g., insurance claims.
- Ensuring petty cash items are recorded on patient notes and entered correctly in the income or expenditure columns.
- Summarization of patient’s medical records on the medical system.
- Scanning documentation into the patients medical records.
- Utilising cleri