Job description

Job responsibilities

JOB TITLE: RECEPTIONIST

REPORTS TO: PARTNERS AND PRACTICE MANAGER

HOURS: TBC 24 to 30- per week

The surgery needs reception cover from Monday to Friday from 7.45 am to 6.45 pm and you will be expected to take a share of these hours should the need arise.

Place of work- The hours of this post may be split over 2 sites

Cantilupe Surgery, 51 St Owen Street, Hereford HR1 2JB (main surgery)

AND Hampton Dene Surgery, Gorsty Lane, Hereford HR1 1UN (branch)

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Job Responsibilities:

• Ensure an effective, efficient, polite and courteous reception service is provided to patients and any other visitors to the Practice
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

• Day to day work :

  Deal with emails and reply accordingly.

  You must be able to use email and attachments via Microsoft outlook.

  Enter requests for home visits on computer, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.

  Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours or sooner if needed.

  Enter patient information on to the patients computer records as required.

  Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.

  Action on line forms submitted for patients, with training.

  Help patients to navigate the NHS app access systems and provide relevant information and forms.

  When taking paperwork from patients such as reports to complete, you will ensure patients are given the correct information regarding charges and time scales.

  Change patients addresses or contact details on both computer and paper records

  Premises (both sites) :

  Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

  When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

  Ensure all clinical rooms are stocked and ready for use the following day.

  ensure the kitchen is kept clean and tidy and tidy the waiting room in turn with other staff

  Other work:

  Testing urine samples as requested by clinicians

  Photocopying as requested

  Emptying bins and leaving surgery clean and tidy after evening surgeries plus any other cleaning duties as required

Person Specification

Qualifications

Essential

• Good standard of education grades A-C English and maths
• Flexible around working hours and providing cover, often at short notice
• Good basic IT skills ideally keyboard experience to a reasonable level and email and internet knowledge
• Including Microsoft word.
• Caring manner
• Motivated
• Able to take instruction, learn new tasks quickly but know own limits with knowledge
• Ability to communicate with other staff, patients and GPs plus outside agencies in a pleasant manner
• Able to work on own and as part of the team
• Able to use initiative
• Self motivated
• Able to work under pressure
• Good sense of humor

Desirable

• Previous GP surgery work or health care as receptionist, including knowledge of EMIS clinical system
• AMSPAR Medical Receptionist training
• Health background with some knowledge of medical terminology
• Customer service experience/training
• IT qualification eg UCDL
• Understanding of confidentiality
• Driving license

Employer details

Employer name

Cantilupe Surgery

Address

51 St Owen Street

Hereford

Herefordshire

HR1 2JB

United Kingdom

Employer's website

https://www.cantilupe.com/ (Opens in a new tab)

Job description

Job responsibilities

Job responsibilities

The Business Manager provides overall business leadership: setting direction, developing The Practice's systems and processes, leading its people functions, and building a financially sustainable practice for the long term. The role leads a management team and works closely with the GP Partners to translate strategic priorities into practical delivery.

Leadership, Business Planning and Systems Development

Provide overall leadership of business planning, including monitoring practice performance against QOF, enhanced services, and other contractual and national requirements.

Lead the ongoing development of practice systems and processes, ensuring they are modern, efficient, and fit for purpose.

Lead and support The Practice's management team, delegating operational and specialist delivery while retaining oversight of standards and outcomes.

Ensure all practice systems are used effectively to support safe patient care and good information management.

People and HR Management

Provide overall HR leadership across The Practice, working closely with the team on day-to-day matters.

Develop modern, fit-for-purpose HR policies and processes, reflecting current legislation and good practice.

Apply practice HR policies consistently and fairly.

Lead recruitment and induction across The Practice.

Maintain a compassionate approach to staff issues, addressing concerns early, directly, and positively.

Payroll and pension administration.

Finance and Business Sustainability

Work with the administrative team to modernise financial systems and processes and to develop robust annual budgets. Liaising with The Practice accountant.

Provide regular financial reporting and analysis to The Partners to support decision-making.

Lead on business development, identifying funding streams, enhanced services, and efficiencies that build The Practice's financial sustainability for the long term.

Estates management across two sites.

Compliance, Quality and CQC Readiness

The role carries particular responsibility for continuing The Practice's CQC inspection readiness work.

Ensure The Practice meets its obligations under health and safety, safeguarding, information governance, and employment law.

Lead on incident reporting, significant event analysis, and complaints handling.

Keep practice policies under regular review and ensure staff are aware of and trained on them.

Strategic and Partnership Support

Work closely with The Partners to implement The Practice's action plan and priorities.

Provide accurate, timely information and recommendations to support partner decision-making.

Represent The Practice in dealings with the PCN, ICB, and other external stakeholders.

Support a positive, open working culture across The Practice, in keeping with The Practice's approach to people management.

Working Relationships

The Practice Business Manager reports to the GP Partners and leads The Practice's management team.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent.
• Evidence of continuing professional development.
• A recognised management, leadership, business administration, finance or HR qualification or equivalent senior management experience.
• Significant experience in a senior management or leadership role.
• Experience of financial management, budget setting and financial reporting.
• Experience of leading and managing staff.
• Experience of organisational development and service improvement.
• Experience of developing and implementing policies, procedures and governance arrangements.
• Experience of managing multiple priorities within a complex environment.
• Experience of working with confidential and sensitive information.

Desirable

• ILM Level 5 or above in Leadership and Management.
• Diploma or Degree in Business Management, Healthcare Management, Public Sector Management or similar discipline.
• Chartered Management Institute (CMI) qualification.
• Finance qualification (e.g. AAT, ACCA, CIMA part-qualified or equivalent).
• HR qualification (e.g. CIPD).
• NHS Leadership Academy programme or equivalent leadership development programme.
• Experience within General Practice, Primary Care or the NHS.
• Experience of CQC compliance and quality assurance frameworks.
• Knowledge of General Medical Services (GMS) contracts and primary care funding streams.
• Experience of working with GP Partners, Boards, Committees or senior stakeholders.
• Experience of business planning and strategic development.
• Experience of managing change programmes.

skills and attributes

Essential

• Strong leadership and people management skills.
• Excellent financial and analytical skills.
• Ability to think strategically and operationally.
• Strong organisational and project management abilities.
• Excellent written and verbal communication skills.
• Ability to build effective relationships with a wide range of stakeholders.
• Ability to work independently and use initiative.
• High level of integrity, professionalism and discretion.
• Proficient IT skills, including Microsoft Office applications.

Desirable

• Experience of clinical systems such as EMIS Web.
• Experience of financial systems such as Xero.
• Experience of presenting reports and business cases.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Cantilupe Surgery

Address

51 St Owen Street

Hereford

Herefordshire

HR1 2JB

United Kingdom

Employer's website

https://www.cantilupe.com/ (Opens in a new tab)

Job description

Job responsibilities

Job responsibilities

Deliver high-quality, evidence-based medical care to registered patients during face-to-face, telephone, and online consultations.

Manage a variety of acute, chronic, and complex health conditions.

Conduct patient consultations, examinations, diagnoses, and treatment planning.

Provide appropriate referrals to secondary care and community services as needed.

Contribute to clinical governance, audit, and quality improvement initiatives.

Participate in the practices duty doctor rota and on-call schedule (if applicable).

Accurately complete patient records using the practices clinical system (EMIS)

Support health promotion, disease prevention, and patient education activities.

Engage in regular clinical meetings, CPD, and annual appraisals.

Collaborate with the multi-disciplinary team (including nurses, pharmacists, ANPs, and social prescribers).

Support GP colleagues by having a flexible work approach to provide that support within work plan.t

Person Specification

Experience

Essential

• GMC registered
• Fully qualified GP

Desirable

• Previous GP experience

Qualifications

Essential

• GMC registration and inclusion on the GP register.
• Inclusion on a performers list without restrictions.
• MRCGP (or equivalent qualification).
• Eligibility to work in the UK.
• Excellent communication, clinical, and interpersonal skills.
• Commitment to providing patient-centred, high-quality care.

Desirable

• Experience or interest in teaching, training, or research.
• Special interest in areas such as womens health, mental health, or chronic disease management.
• Familiarity with QOF, Enhanced Services, and the NHS Long-Term Plan.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Cantilupe Surgery

Address

51 St Owen Street

Hereford

Herefordshire

HR1 2JB

United Kingdom

Employer's website

https://www.cantilupe.com/ (Opens in a new tab)

Job description

Job responsibilities

Job Summary

A Salaried GP works as an autonomous practitioner, responsible for the provision of medical services to the practice population, delivering an excellent standard of clinical care while complying with the contract.

Furthermore, the post-holder will adhere to the GMC standards for good medical practice, contributing to the effective management of the practice, leading by example, maintaining a positive, collaborative working relationship with the multidisciplinary team.

The role is to support, mentor, and supervise other healthcare professionals within the organisation and be an integral part of the general practice team.

Generic Responsibilities

All staff at this organisation have a duty to conform to the following:

Equality, Diversity and Inclusion

A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can 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.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

The organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety. The post-holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

Confidentiality

The organisation 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, all staff must protect patient information and provide a confidential service.

Induction

We will provide a full induction programme, and management will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed. It is an expectation for this post-holder to assess their own learning needs and undertake learning as appropriate.

The post-holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences). The post-holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Collaborative working

All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.

Teamwork is essential in multidisciplinary environments, and the post-holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and to work effectively with others to clearly define values, direction and policies impacting upon care delivery

Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner. All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.

Plans and outcomes by which to measure success should be agreed.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information. Data should be reviewed and processed using accurate SNOMED codes to ensure easy and accurate information retrieval for monitoring and audit processes.

Security

The security of the organisation is the responsibility of all personnel. The post-holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.

Professional conduct, uniforms and appearance

All staff are required to dress appropriately for their role and in accordance with the organisations Uniforms, Dress and Appearance Policy. All staff members are to ensure that their conduct is commensurate with line management expectations and practice protocol.

Primary key responsibilities

The following are the core responsibilities of the Salaried GP in delivering health services.

The delivery of highly effective medical care to the entitled population

The provision of services commensurate with the primary care contract

To clinically examine and assess patient needs from a physiological and psychological perspective and plan clinical care accordingly referring patients to other services/agencies in a timely manner, utilising Practice and any other local guidelines

Generic prescribing adhering to local and national guidance

Prioritise health problems and intervene appropriately to assist the patient in complex, urgent or emergency situations, including initiation of effective emergency care

Effective management of long-term conditions

To support patients to adopt health promotion strategies that promote healthy lifestyles and apply principles of self-care

Processing of administration in a timely manner, including referrals, repeat prescription requests and other associated administrative tasks

Review of medications following the appropriate policies, NICE/local clinical guidelines and local care pathways

Maintain accurate clinical records in conjunction with good practice, policy and guidance

Work collaboratively, accepting an equal share of the practice workload

Adhere to best practice recommended through clinical guidelines and the audit process

Support the delivery of anticipatory care plans

Contribute to the successful implementation of continuous improvement and quality initiatives within the practice

Accept delegated responsibility for a specific area (or areas) or the QOF

Attend and contribute effectively to practice meetings as required

Contribute effectively to the development and maintenance of the practice including clinical governance and training

Be aware of your duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children

Ensure compliance with the appraisal process

Prepare and complete the revalidation process to remain fit to practice

Commit to self-learning and instil an ethos of continuing professional development across the practice team

Review and always adhere to practice protocols and policies

Encourage collaborative working, liaising with all staff regularly, always promoting a culture of continuous improvement

To be an integral part of the general practice team as well as supporting the wider network and multi-disciplinary team

There may be, on occasion, a requirement to carry out other tasks, this will be

dependent upon factors such as workload and staffing levels

In addition to the primary responsibilities, the Salaried GP has the following wider responsibilities:

Participate in the spectrum of clinical governance processes

Participate in formal training events promoting best practice in area of expertise Provide leadership and education for members of the multi-disciplinary team, providing guidance and support when necessary

Participate in local initiatives to enhance service delivery and patient care

Person Specification

Qualifications

Essential

• Qualified GP
• MRCGP
• Vocational Training Certificate or equivalent JCPTGP
• Certificate of Completion of Training (CCT)
• Full GMC registration
• Performers List registration noting that confirmation on this list is adequate for DBS confirmation
• Appropriate defence indemnity
• Evidence of current validation
• Evidence of last appraisal
• Eligibility to practice in the UK independently

Personal Qualities

Essential

• Effective time management (planning, organising and prioritising) with excellent problem solving and analytical skills
• Demonstrate personal accountability, emotional resilience and work well under pressure
• High levels of integrity and loyalty
• Ability to follow legal, ethical and professional standards, including policies and procedures
• Ability to use own initiative, discretion, and sensitivity
• Ability to work under pressure and in stressful situations
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Ability to identify risk and assess/manage
• Ability to work as a team member and autonomously
• Good interpersonal and organisational skills
• Effectively able to communicate in a clear manner and understand the needs of the patient
• Commitment to ongoing professional development

Experience

Essential

• Minimum of two years as a salaried GP
• Ability to work within own scope of practice and understand when to refer to GP colleagues
• Experience of triage and the ability to effectively assess and diagnose
• Understanding of the local pathology tests processes and the ability to process the results and advising patients accordingly
• Ability to assess and manage acute deteriorations /exacerbations of long-term conditions
• Understanding of safeguarding adults and children
• Experience of medicines management

Desirable

• Knowledge of public health issues in the local area
• Understanding and knowledge of QOF and enhanced service
• Knowledge of health promotion strategies

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Belmont Medical Centre

Address

Belmont Medical Centre

Eastholme Avenue

Belmont

Hereford

Herefordshire

HR2 7XT

United Kingdom

Employer's website

https://www.belmontmedicalcentre.co.uk/ (Opens in a new tab)