Job description

Job responsibilities

To be a key member of the Practice reception team, working to ensure patients are greeted and navigated courteously and that all reception tasks and administration are completed within Practice policies in a timely manner.

Please see our comprehensive vacancy pack to the right (or at the very bottom if you are on a mobile), for the full job description and person specification, in order to complete your application.

Person Specification

Other

Essential

• This role is not eligible for visa sponsorship. Do you have an unrestricted, independent right to work in the UK?

Experience

Essential

• Previous experience of more than 6 months in a customer focused role
• Experience in a fast paced/busy working enviornment

Desirable

• Experience of working in Primary Care
• Experience of resolving high conflict situations

Qualifications

Essential

• Good standard of education

Desirable

• NVQ Level 3 in Customer Service or Business Administration

Skills

Essential

• Excellent communication skills with a friendly and approachable manner
• Confident and professional when dealing with challenging situations
• Reliable, supportive and committed to working positively as part of a team
• Able to remain positive and resilient when faced with difficult or stressful situations
• Well organised, with the ability to prioritise and manage competing demands
• Good attention to detail, particularly when handling information and maintaining confidentiality

Knowledge

Essential

• Understanding of customer service
• IT knowledge and confidence using computer systems

Desirable

• Clinical systems in healthcare

Other

Essential

• Are you able to work the hours in the vacancy pack? Mon OFF, Tues 1230 to 1830, Weds 1230 to 1830, Thurs OFF and Fri 1230 to 1830

Employer details

Employer name

Portsdown Group Practice

Address

Portsdown Group Practice

Kingston Crescent Surgery

92 Kingston Crescent

Portsmouth

PO2 8AL

United Kingdom

Employer's website

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

Job description

Job responsibilities

Job Purpose

To support patients in our local community to take control of their health and wellbeing by:

Promoting prevention & lifestyle changes

Engaging patients and connecting them with the wide range of groups and services

Working with the wider health, social care and voluntary network

Encouraging a holistic approach for patients with chronic diseases

Building a relationship in the journey of patients towards mental health services

Bereavement support supporting patient's familys and signposting them to an appropriate bereavement service where necessary

Supporting the practices in attaining their referral targets

Promoting and raising awareness of the social prescribing service within the practices and partner agencies

KEY RESPONSIBILITIES

To work with patients in a variety of settings, in their own homes or in GP surgeries, to signpost them to local services/organisations which the patient themselves feels would be of benefit to reach their goals. These services may include befriending, weight management, mental health support, smoking cessation, local social groups, leisure centres and volunteering.

To work with partner organisations to support the development and delivery of an integrated care plan for the client so all their needs are met in a holistic way.

To follow up with clients, update their records and support them on an ongoing basis.

To make and maintain contact with local health and wellbeing service providers and build a network and knowledge of referral routes to and from service providers.

To ensure information about providers and voluntary groups is shared locally across neighbouring networks

To undertake regular training to extend and update knowledge of health and wellbeing issues.

The post holder will comply with the organisations policies and procedures:

FURTHER AREAS OF RESPONSIBILITY

Health and Safety/Risk Management

The post-holder must comply at all times with the Network Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the organisations Incident Reporting System.

Information Governance

As an employee you will have access to information that is sensitive to either an individual or to the organisation and you are reminded that in accordance with the requirements of Information Governance, NHS Code of Confidentiality, Data Protection Act 1998 and also the terms and conditions in your contract of employment, you have a duty to process this information judiciously and lawfully; failure to do so may result in disciplinary action.

Performance Appraisal and Personal Development Planning

The network is committed to providing a high quality service through the effective management and development of its employees. Each employee receives an Annual Performance Appraisal and a Personal Development Plan.

Statutory and Mandatory Training

All required Statutory and Mandatory training must be completed within the first three months of staff start date and refresher training must also be undertaken on a regular basis and in accordance with agreed policy.

Safeguarding Children and Vulnerable Adults

The network is committed to safeguarding children, young people and vulnerable adults within its care. As an employee you are accountable to ensure that you know how to respond when you are concerned for the safety of a child, young person or vulnerable adult.

Infection Prevention and Control

All employees are expected to follow consistently high standards in the prevention and control of infection, especially with reference to hand hygiene, adherence to dress/uniform code and for clinical staff and all procedures involving aseptic technique.

Special Working Conditions

The post-holder is required to travel independently between practice sites and to attend meetings at other locations as required.

Job Description Agreement

This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the network. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the network.

Person Specification

Qualifications

Essential

• Educated to A level/BTEC or equivalent experience in relevant field

Desirable

• Health/Social Care Degree

Other

Essential

• Willingness to travel within network of practices and to visit patients in their own homes

Experience

Essential

• Experience working in health and wellbeing, public or voluntary sector or leisure and fitness environment
• Experience in a customer facing role
• Experience delivering lifestyle change / brief interventions
• Excellent people skills, interacting with all types of people and able to change communication style to fit the person
• Ability to work independently and as part of a team
• Comfortable working with people from public, private and voluntary organisations
• Highly organised, managing time, resources and competing priorities in a structured and efficient way
• Highly motivated and willing to go out of your way to help clients
• Creative problem solver and willing to search for hard-to-find information
• Good IT and administrative skills
• Good understanding of health issues and the wider determinants of health and wellbeing
• Knowledge of social prescribing
• Understanding of health and social wellbeing and community/local/national services
• Using own initiative

Desirable

• Experience of working on SystmOne (clinical system)
• Experience working in a health trainer / advisor role
• Experience working in partnership with community organisations
• Experience promoting and / or marketing services to other organisations / the public

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

South Durham Health CIC

Address

Jubilee Medical Group

Carers Way

Newton Aycliffe

County Durham

DL5 4SE

United Kingdom

Employer's website

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

Job description

Job responsibilities

1. Reception Duties

a) To welcome patients in a friendly manner and monitor the flow of patients into consulting and treatment rooms.

b) Answer incoming phone calls.

c) Signpost patients to the most appropriate service for their needs.

d) Make appointments for patients in accordance with the practice protocol.

e) Ensure that patients with an urgent need are seen in a logical and non-disruptive manner in accordance with the practice protocol.

f) Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed.

g) Advise patients in advance (where possible) of relevant charges for private services, accept payment and issue receipts for same.

h) Respond appropriately to all queries and requests for assistance from patients and other visitors.

i) Enter requests for home visits in the appropriate recording system, stating time received and including all relevant information and where necessary refer to the Duty Doctor.

j) Assist with queries regarding prescriptions and refer complex queries to the prescribing team..

k) Ensure reception and waiting areas are kept neat and tidy.

l) To conduct oneself in a professional manner maintaining courtesy, discretion and patience at all times.

m) Attend staff meetings and carry out any other delegated duties considered appropriate to the post by the Operations Manager

n) To be flexible and work with colleagues to cover for absence due to holiday and sickness.

2. Management of Appointment Systems

a) Ensure total familiarity with all appointment systems in effect, including regular and incidental variations.

b) Book appointments ensuring sufficient information regarding the reason for the appointment (where appropriate) is recorded in accordance with the practice protocol.

3. Management of Medical Records

a) Where records are computerised, data input should be accurate and identifiable by always using personal ID login. ID login should be maintained by changing login ID when prompted by the system.

4. Start and end of day Procedures

a) May complete opening and closing procedures in accordance with the duty rota.

5. Training

a) Undertake training where relevant to the tasks and responsibilities associated with the role and under the direction of your manager.

Perform any duty specifically delegated by your manager as being properly the responsibility of the role.

The tasks and responsibilities in this job description may change in the light of developments within the practice or practice and are subject to review.

Person Specification

Knowledge and skills

Essential

• Excellent communication skills (face to face, on the phone and written)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow policy and procedure

Desirable

• Systmone user skills
• Problem solving & analytical skills

Qualifications

Essential

• Good standard of secondary education

Desirable

• GCSE Mathematics & English (C or above)
• AMSPAR Receptionists Qualification

Experience

Essential

• Experience of working with the general public

Desirable

• Dealing with people on the phone, often high call volumes
• Signposting people to different services based on their need
• Running a reception desk; managing numerous and varied requests
• Experience of working in a health care setting
• Experience of administrative duties

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

Weymouth Bay Medical Practice

Address

Royal Crescent Surgery

25 Crescent Street

Weymouth

Dorset

DT4 7BY

United Kingdom

Employer's website

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

Job description

Job responsibilities

BEWICK CRESCENT SURGERY

Job Description

Role: Health Care Assistant

Name:

Location: Bewick Crescent Surgery

Responsible to: Nurse Manager

Job summary.

Provide patient care and services such as blood sampling, ECG monitoring, blood pressures etc.

Key contact for patients when visiting the surgery with efficient communication with the clinical nursing and GP teams essential. Support clinics where required e.g. Diabetic and Rheumatology, Diabetic foot checks, Complete NHS health checks

Venepuncture taking blood samples from patients using vaccutainer system. Specialised techniques e.g. butterfly using alternate areas on body, supporting clinics including diabetes, NHS Checks and GPs requests.

Blood Pressures taking blood pressures on patients using electronic equipment.Following practice protocols, taking appropriate action with either follow up monitoring, or GP referrals. Set up home blood pressure monitoring and process results.

ECGs performing heart tracings on patients, down loading information onto computer system and extracting an A4 printout for GPs attention, taking appropriate action according to results i.e.; urgent attention, GP appointment, routine monitoring. Liaise with manufacturer for reporting equipment faults and system issues. Action when necessary.

Including setting up and fitting of 24 hour ECGs and process results.

Diabetic foot care checks Screen diabetic patients for vascular and neuropathy assessments providing foot care advice when necessary. Refer onwards as required.

Urine testing urine specimens for anomalies, i.e. protein, glucose, blood, nitrites etc taking correct action. Labelling and sending samples to laboratory for appropriate testing requirements using the ICE system.

Chaperoning - at GPs request, attending patient examinations, consoling and reassuring patients when necessary.

Smoking cessatior first point of contact for patients wishing to quit smoking. Refer to the appropriate smoking cessation service.

Update patient records using the correct read codes after every consultation. Always check demographic data as per protocols. Use templates wherever available for data entry.

Vaccinations: Administer B12, pneumococcal and flu vaccinations as required.

NHS checks: first point of contact for patient. Collate family history, take required measurements, monitor BP and take relevant bloods. Refer to GP when required.

Minor Operations Clinic: support the clinician in performing the minor operations clinic by setting up room, equipment and ensuring relevant injections are there for the patients attending.

Ear Irrigation: checking patients ear, and irrigating with water to remove wax, ensuring ear drums are intact and informing the patient of risks and aftercare.

General Duties

E-mail: Read them daily and take necessary action on any message received.

Tasks and notifications: Read daily and take necessary action on any tasks or briefings.

GP Team Net: check daily. Acknowledge items when required. Update training record & upload certificates.

Standard worksheets/station logs: check your workstation log daily for updates; update/create worksheets as appropriate. Maintain the current standard of work sheets.

Receive and make calls as required. Divert calls and take messages as appropriate, create a task for all messages to nurses, GPs and Practice/Assistant Practice Manager. Do not use paper. Log all dialogue with patients in Systmone.

Deal with all telephone calls including appointments, divert as necessary.

Ensure your training records are kept up to date transition to GPTN.

Ensure all surgery policy documents are the most recent version and remove old versions from all work stations.

Attend meetings and training events as required.

Remove room name plate from door when not in use. Ensure the name plate follows you to avoid patient confusion.

Other Duties

• Be able to analyse patient information and take appropriate action in order to accommodate patients needs and requirements.
• Recognise when follow up appointments may be necessary. Using set protocols as a guide to patient care. Have the ability to refer patients to the correct clinicians where appropriate.
• Perform administration procedures by updating patient records and information data.
• Liaise with GPs/Nurses/ internal clinicians and staff as needed and appropriate to do so.
• Adhere to Health and Safety requirements e.g. COSHH, reporting of accidents and incidents.
• Maintain confidentiality and data protection throughout.
• Maintain a high standard of training in order to meet practice requirements and deliver a gold standard care package to patients. Ensure all competency assessments are undertaken prior to delivery of service.

Skills Required

• Phlebotomy
• Clinical Skills
• Excellent communication and rapport with patients
• Excellent IT skills

Person Specification

Experience

Essential

• Bewick Crescent Surgery
• Person Specification Health Care Assistant
• Essential (Standard Performance)
• Communication
• Able to demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment.
• Maintain patient confidentiality at all times
• Communicate with and support patients who are receiving bad news
• Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating.
• Anticipate barriers to communication and take action to improve communication.
• Maintain effective communication within the practice environment and with external stakeholders.
• Act as an advocate for patients and colleagues.
• Ensure awareness of sources of support and guidance (e.g. Carer support leaflets, NHS checks leaflets) and provide information in an acceptable format to all patients
• Good Clinical Practice
• Recognise and work within own competence and refer onwards as required
• Produce accurate, contemporaneous and complete records of patient consultation, consistent with legislation, policies and procedures.
• Conduct infection control audits
• Support and participate in shared learning across the practice , students and wider organisation.
• Assess the impact of policy implementation on care delivery in the HCA rooms
• Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance.
• Ensure accurate completion of all necessary documentation associated with patient health care and registration with the practice.
• Assist in the updating of Practice protocols, standard operating procedures and policy.
• In participation with the Bewick Protocols, ensure the maintenance of equipment and stock levels meet patient requirements and clinics
• Always use templates and read code entries ensuring patient data is accurate and timely.
• General
• Good IT skills: Outlook, GPTeamNet, SystmOne, scan and e-mail.
• Able to embrace change and adapt to it.
• Able to follow agreed protocols/standard work consistently.
• Take responsibility for keeping up to date with SOPs, Policies etc.
• Good attention to detail and pride in the standard of work produced, eg updated standard work sheets when change occurs
• Team worker.
• Able to use and maintain standard worksheets and policies/SOPs.
• Continued Professional Development (CPD) identified and booked in/maintained e.g. vaccination updates, safeguarding. GPTN updated whenever training has been completed.
• Desirable (Above Standard/Outstanding Performance)
• Able to recognise areas for improvement and make relevant suggestions.
• Able to recognise potential issues/problems and offer solutions.
• Able to feedback honestly and openly to colleagues, Managers and clinicians.
• Able to train/coach others, eg in differing skills, new techniques
• Takes responsibility for own learning and development, eg identifying areas for improvement, training required, using allocated PLT time for personal development, mandatory training etc.
• Outstanding patient skills, eg going the extra mile, consistently good feedback from patients and colleagues, working for the team

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

Bewick Crescent Surgery

Address

27 Bewick Crescent

Newton Aycliffe

County Durham

DL5 5LH

United Kingdom

Employer's website

https://www.bewickcrescentsurgery.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Further information about the job roles can be found on the Job Description and Person Specification documents attached.

Person Specification

Knowledge and skills

Essential

• Infection control awareness
• Standard IT/ keyboard skills
• Excellent customer care skills
• Communication skills, both written and verbal
• Organisation/ prioritisation skills
• Time management
• Verbal reasoning skills
• Confidentiality
• Demonstrates an understanding of the role of the phlebotomist/ health care assistant
• Clinical skills and competency relevant to the role e.g. Phlebotomy experience
• Understand issues regarding accountability and delegation

Experience

Essential

• Experience of working with the public or in a customer care environment.
• Experience of working in a busy environment.
• Phlebotomy experience
• Experience working under indirect supervision

Desirable

• NHS experience
• Experience of a changing work environment
• Experience working in a general practice or other healthcare environment

Personal qualities

Essential

• Demonstrates motivation, reliability and commitment to team working and the development of others
• Flexible, reliable and responsive to change
• Demonstrates an ability to value the opinions of others
• Demonstrates high level of self awareness, i.e. strengths and weaknesses, personal qualities and skills
• Willingness to undergo education/ training for both practice and service needs
• Willingness to work towards professional and performance objectives (appraisal)
• Highly motivated
• Flexibility
• Enthusiasm
• Team player
• Calm approach
• Positive attitude

Qualifications

Essential

• Good general secondary education including Maths and English

Desirable

• Further clinical qualifications
• IT experience
• HCA course specific to general practice
• NVQ level 3 or working towards this or equivalent qualification

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

Weymouth Bay Medical Practice

Address

25 Crescent Street

Weymouth

Dorset

DT4 7BY

United Kingdom

Employer's website

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

Job description

Job responsibilities

As per Job Summary on main page and main duties

Rota Management

Room rota management

Leave and sickness tracking

Administrative support

Problem solving

Person Specification

Qualifications

Essential

• Good standard of education including GCSEs (or equivalent) in English and Mathematics
• Previous experience in rota coordination or workforce scheduling
• Experience working in healthcare environment
• Excellent organisational and planning skills
• Strong attention to detail
• Excellent communication and interpersonal skills
• Knowledge of appointment scheduling and capacity planning
• Ability to work under pressure strong IT skills

Desirable

• Experience of working in General Practice
• Knowledge of sessional working arrangements
• Experience of workforce planning and service capacity management
• Understanding of NHS General practice operations and workforce requirements.

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

Bewick Crescent Surgery

Address

27 Bewick Crescent

Newton Aycliffe

County Durham

DL5 5LH

United Kingdom

Employer's website

https://www.bewickcrescentsurgery.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Job Responsibilities:

• Supporting the assessment and development of a personal care plan developed jointly with the patient, carers, relatives and GPs based on assessment of care needs.
• Facilitate and support the GPs in case managing patients discharge from hospital by supporting the community team and as appropriate coordinating care and services to be delivered within community to support independence.
• Using an auditing system to monitor the impact of the service quality of care and cost effectiveness.
• To be the primary contact for patients in coordinating their care across primary, secondary and community health care as well as social and mental health care.
• To facilitate the reduction and/or prevention of inappropriate hospital admissions by joint working with all stakeholders.
• To identify and ensure timely onward referral of patients, as necessary to appropriate Health and Social Care Services identified from assessment.
• Coordinate services with hospital, rapid response, OT, Physical therapy, Speech and Language, stroke team, heart failure nurse, COPD, CPN, diabetes and nursing homes
• Monitor daily admissions and discharges particularly those in the target population
• Identification of patients by using Risk Stratification tool and other appropriate data
• Ensure all new patients have care plans within the 21 day target and update and/or amend care plans due to death or relocation
• Organise and coordinate regular meetings at practice level such as the monthly Palliative Care meeting
• Investigate patterns of need, admissions and potential new patients
• To support the wider practice team in delivering services for our Housebound patients such as Vaccinations and Annual Reviews.

Key working relationships:

• Patients and Carers
• GPs and other practitioners with a special interest
• Local General District hospitals and community hospitals
• Community Geriatrician
• Community Matron and District nurses
• Social workers and Social Care
• Voluntary services
• Networking managers and administrators
• Care/residential nursing homes
• Housing services
• Pharmacys

Skills

• High degree of organisation and an effective time management

Effective and professional communication skills

• Patient service experience required in a medical environment
• Ability to work effectively within a multi-disciplinary teams
• IT competencies including database use, Word and excel, with some project management skills and a knowledge of clinical software packages
• In depth knowledge of medical practices, treatments, procedures and plans.
• Committed to patient care and able to empathise with a wide variety of patients

Special requirements for the post

An ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to patients enquiries and requests while adhering to practice limitations

• An understanding and acceptance of ones capabilities and awareness of own limitations
• Ability to work without direct supervision and determine own workload priorities
• Basic keyboard and computer skills
• Ability to deal with complex and difficult emotional situations
• Attend and deliver Palliative Care meetings
• Flexibility of working hours
• Excellent communication skills

Physical Skills

To be able to cope with frequent interruptions during work, being able to multi-task. To cope with interruptions form phone calls and queries for impromptu advice, prioritising appropriately

To be able to cope physically and mentally with a daily patient caseload

To comply with practice infection control procedure

To comply with lone working policy

To be able to cope with the emotional stress of supporting patients and at times their distressed relatives

Mental Effort

To work in an environment where there are frequent disruptions to work patterns due to demands from GPs, patients, carers and other staff including responding to phone calls

Emotional Effort

To be involved with difficult discussions with patients and their carers regarding care

To frequently be involved in challenging discussions about patients behaviours and health beliefs that may impact on their own outcomes now or in the future

Working conditions

Based within the Practice but will be required to visit patients in their own homes

Occasional exposure to verbal and/or physical aggression

Person Specification

Qualifications

Essential

• Registered General Nurse

Desirable

• Evidence of continued professional development

Experience

Essential

• 3 years post registration experience in NHS
• Minimum I.T skills
• Effective and professional communications skills
• Experience of working in Primary Care
• Clinical
• Experience of working in palliative care
• Understanding of GSF in Palliative Care
• Good understanding of EPaCCs
• Knowledge of chronic disease management
• ECGs
• Immunisations & vaccinations
• Venepuncture
• Blood pressure monitoring
• Knowledge of medical practices, treatments procedures and plans

Desirable

• IT skills in clinical programmes

Other

Essential

• Excellent attention to detail
• Flexibility
• Good organisational skills
• Able to work under pressure & manage conflicting demands
• Appearance smart and tidy
• Courteous and pleasant manner
• Good attendance and time keeping
• Good sense of humour

Specialist Knowledge

Essential

• General
• Good standard of spoken and written English
• Good understanding of Data Protection, Caldicott, Gillick Competency and Fraser guidelines
• Clinical
• Knowledge & awareness of own professional limits

Desirable

• Emis Web clinical software
• Microsoft Teams

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

The Crescent Surgery

Address

Cleveleys Health Centre

Kelso Avenue

Thornton-cleveleys

Lancashire

FY5 3LF

United Kingdom

Employer's website

https://www.crescent-surgery.org.uk (Opens in a new tab)