Reception Trainer

This new role has been created to support training for all new starters within the reception team. The Reception Team Trainer will be responsible for training in all aspects of the roles within reception and provide ongoing support with training if required.

**Key Responsibilities**

The following are the core responsibilities of the Reception Team Trainer. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

- Work with the Reception Manager and management team to ensure a clear, concise induction plan is in place for all new starters within the reception team
- Train all new starters to the service in the use of all relevant IT systems and other related needs, ensuring a thorough understanding of administration and booking tasks, adherence to trust and departmental policies and procedures
- Ensure all reception policies and procedures are up to date
- Evaluate trainee performance, take appropriate action based on results, resolve first stage concerns where possible prior to escalating to the reception manager
- Working alongside the Training & Education Lead to ensure relevant training documentation and training logs are kept up to date
- Provide refresher training to the reception team when required
- Identify any training needs for reception staff and arrange/provide necessary training when authorised by the Reception Manager / Practice Manager
- Continually assess and evaluate systems and quality, recommending changes and improvements to the management team as appropriate
- Work with the Reception Manager to regularly evaluate quality of individual and team performance
- Provide a focal point of contact for training queries
- Provide support with day-to-day reception duties
- Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives
- Monitor and promote the use of the Friends and Family Test
- Deputise for the Reception Manager during periods of absence

**Generic Responsibilities**

All staff at Parkbury House Surgery have a duty to conform to the following:
**Equality, Diversity & Inclusion (ED&I)**

A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

**Safety, Health, Environment and Fire (SHEF)**

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

**Confidentiality**

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

**Quality & Continuous Improvement (CI)**

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

**Induction Training**

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Deputy Practice Manager.

**Learning and Development**

**Collaborative Working**

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

**Service Delivery**

Staff at Parkbury House Surgery must adhere