Job description

Job responsibilities

JOB DESCRIPTION FOR THE POST OF

Frontline Supervisors 2 posts 25 hours each per week

REPORTS TO: Service Lead

BASE: Parchmore Medical Centre

Job Summary:

To ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times, ensuring the seamless delivery of Front of House services.

Work together with other Frontline Supervisor to cover the opening hours of the practice and provide cover when colleague is on leave

To continually review the operational plans ahead to ensure adequate cover and monitor appointment screens to ensure processes and bookings are running efficiently

Greet locums and provide induction

Oversee PCN Advanced Access Hub requirements in terms of rooms and frontline staff

Job Responsibilities:

• To supervise the professional greeting of clients and visitors, to the highest standards.
• To manage appointments ensuring that the team are processing all enquiries accurately, whether in person or via the telephone

Ensure efficiency of appointment systems and monitor flow of patients into consulting

and treatment rooms.

Organise room allocations and changes.

Co-ordinate Clinician availability in conjunction with the Service Lead and Lead Nurse

Update appointments system for leave/duty changes, in accordance with the Service Lead/Lead Nurse

Patient services

To support the development and implementation of professional standards for the greeting and management of reception services to our customers, with the Senior Leadership Team.

Support and deal with complaints in accordance with the Practices Complaints

procedure, referring to the Service Lead and Quality & Finance Manager as appropriate.

Explain Practice arrangements and formal requirements to new patients, and ensure

their smooth and efficient registration.

Advise patients of relevant charges for private services, accept payment and

issue receipts.

Ensure that patients without appointments but who require urgent consultation

are seen in accordance with the Urgent Care protocol.

• Ensure that requests for home visits and urgent appointments are dealt with efficiently and in accordance with practice policy.
• Ensure that regular patient satisfaction surveys are undertaken and reported to improve the quality of service provided to our patients.
• Contribute to the regular production of the Practice newsletters and ensure that they are regularly accessible by the patients.
• Ensure that the other patient feedback is incorporated into Practices standards as far as possible to improve services in conjunction with Senior Leadership Team
• Attend staff meetings as the point of contact for reception as appropriate.
• Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace.

• Assist with recruitment, induction and training of frontline patient coordinators
• Organise duty rotas in relation to leave requests from the frontline patient coordinator team.
• Assist with appraisals and performance management of staff, including monthly meetings.
• Leading, monitoring, motivating and inspiring the team; providing guidance and support.
• Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services meeting telephone and access targets
• On-going development of skills and knowledge for the FOH team.

Work in conjunction with the Service Lead to ensure that all paperwork (incoming and outgoing) is processed efficiently and accurately.

Work with the Service Lead to ensure coordination and support as appropriate for practice recall programmes.

• Ensure that prescription requests are processed accurately and efficiently and in a timely manner in accordance with practice policy.

Information Technology

Have full understanding of patient appointment and registration system, including the telephony systems.

Have a working knowledge of all pertinent software and hardware, including Docman, Accurx, and EMIS web as required by the job role.

Deal with IT problems in the first instance relating to the frontline team or clinicians and liaise as appropriate with the Digital Lead and/or Service Lead.

Ensure consulting rooms are stocked with appropriate secured paperwork prior to consulting sessions.

Deal with opening and closing of the building, ensuring all security/alarms

systems are in place, including all windows and doors, and lighting and IT systems are adequately secured.

• Ensure that the Clinical and non-clinical staff as well as the senior leadership team are kept fully informed of changes in procedures, and issues arising from the front of house team in a timely way.

Act as a central source of information, for both patients and Practice staff with respect to

Front of house issues.

Confidentiality:

• While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Partnership as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Partnership may only be divulged to authorised persons in accordance with the policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Partnership as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the Partnership, 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 teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members

• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly.

This job description is designed to reflect duties currently incorporated in this post. These may change in light of a change in the service provided by the Partnership, but any such change will be fully discussed with the post holder. This job description is subject to an annual review.

Person Specification

Qualifications

Essential

• Numerate and IT literate including use of Microsoft Office
• O/GCSE/CSE level qualification in English and Maths or equivalent
• A demonstrable commitment to professional development

Desirable

• A recognised IT Qualification ie ECDL or experience in using Word and Excel at intermediate level

Experience

Essential

• Proven experience in reception/administration
• Experience of Microsoft Office software
• Previous supervisory experience
• Dealing with external organisation at management level.
• Experience of dealing with members of the public
• Customer Service experience

Desirable

• Previous work experience at a GP Practice
• Experience of clinical systems
• Rota management

Knowledge/Skills/Qualities/Attributes

Essential

• Ability to understand & learn new software
• Familiar with emailing and the internet
• Ability to work autonomously and initiate / self direct own workload
• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of an integrated multi-skilled team
• Pleasant and articulate
• Able to work under pressure and remain calm
• Able to work in a changing environment
• Able to use own initiative
• Flexible and adaptable

Desirable

• Knowledge of appointment system
• Knowledge of QoF

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

The Parchmore Group

Address

Parchmore Medical Centre

97 Parchmore Road

Thornton Heath

Surrey

CR2 7ND

United Kingdom

Employer's website

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

Job description

Job responsibilities

The Health Care Assistant or HCA will offer nursing, administrative and general assistance to the Primary Health Care Team based in General Practice. The HCA will liaise closely with and report directly to the Nurse Lead/ Nurse Practitioner and other Health Care Professionals.

The HCA will work under the direct supervision of a first level registered nurse or GP and with guidelines and protocols at all times.

Personal Responsibilities

To behave in a professional manner at all times, being aware of how attitudes and personal behaviour can impact on patient/client care and the team as a whole.

To work within a multi-professional team and with patient/client valuing and respecting diversity, rights and beliefs when different from ones own.

Interacting with a professional manner and effectively with the team.

Reports immediately to a member of clinical staff or the Practice Manager any acts of omission or error to safeguard the interests of the patient/ client.

To present her/himself at all times in a manner that is open and honest and to work in partnership with patients, clients, colleagues and the general public to enhance confidence, competence and best practice.

To deal at all times, politely and respectfully using civilised language and behaviour, with all patients, clients and colleagues. Aggressive, abuse, threatening or violent behaviour is not acceptable.

To present a caring and efficient image and to present themselves in a reasonable way, with due regard to social acceptability, tidiness and personal hygiene.

To wear the agreed uniform in a clean and presentable condition with safe and suitable footwear. The uniform will comply with Health and Safety and Infection control guidelines. Jewellery will be kept to a minimum.

Clinical Duties

It is anticipated HCAs will develop skills in respecting patients/client rights, preferences, choices, culture, identity, communication, Healthand Safety and promoting health.

To be aware of maintaining patient/client confidentiality at all times, unless the HCA has concerns with regard to the personal safety/well-being of the patient/client or that of others. In these circumstances it is expected that the HCA will share the information with the registered nurse mentor or other appropriate health team member.

To be aware of his/her boundaries of work to prevent harm in the patient, understand the term Duty of Care and to always act in the best interests of the patient/client. Will not undertake any task or element of care unless he/she has been assessed as competent by an appropriately trained registered nurse.

To act in such a manner as to support the patient/client at all times and being mindful of the need to reduce anxiety for the patient/client.

To act as a chaperone as required to GPs, Nurse Practitioners and Practice Nurses.

To maintain standards of organisation in the treatment, practice and GP rooms.

To assist in general nursing duties on completion of a training programme and the successful assessment of a set standard competency level and under the supervision of the Practice Nursing team i.e. urine testing, weight/height, blood pressure measurements, phlebotomy.

To be responsible for the re-stocking of all clinical areas and maintaining a stock rotation system.

To maintain an adequate amount of clinical supplies as agreed with GPs /Nursing Team and to restock rooms as appropriate.

To ensure that drug/vaccine refrigerators are running at correct temperature on a daily basis and maintain the vaccine cold chain. Document readings according to Practice Guidelines, as directed by Nurse lead or in the event of out of range to ensure notifies Registered nurse to action accordingly.

To verbally communicate and record information received and given with relevant persons concerned. To receive documents, store and retrieve information electronically, hand written messages, where and when are recorded accurately, concisely and legibly and in a way that could be used as evidence in any legal proceeding.

Be aware and maintain standards of infection control.

Instruct patient in appropriate techniques and tasks.

To carry out NHS Health Checks on eligible patients

To assist with Minor Surgery procedures

To provide phlebotomy services to the patients

To carry out simple wound dressings

General Duties

To function as an integral part of the Primary Health care team.

To attend relevant meetings as required

To have knowledge of and act at all times within the boundaries of Health and Safety legislation and Data Protection Acts.

To report immediately to a member of the clinical staff or the Practice Manager any acts of omission or error to safeguard the interests of the patient/ client.

Person Specification

Experience

Essential

• Experience of working within a nursing team
• Experience of dealing with vulnerable patients

Desirable

• Experience of working in primary care
• Experience of working in a GP practice

Qualifications

Essential

• Qualified in Phlebotomy
• Qualified to NVQ level 3 /Care certificate

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

The Parchmore Group

Address

Parchmore Medical Centre

97 Parchmore Road

Thornton Heath

Surrey

CR2 7ND

United Kingdom

Employer's website

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

Job description

Job responsibilities

The Clinical Pharmacist is very much a patient facing role and there will be plenty of opportunity to use your clinical skills to improve the health of the local community; this will include managing long term conditions, supporting hospital discharge prescribing arrangements, providing specific advice for those on multiple medications, clinical audits to improve patient care and supporting the GP practices involved to develop the clinical pharmacist role. Clinical supervision and mentorship will be provided.

See attached document

Person Specification

Qualifications

Essential

• Completion of undergraduate degree in Pharmacy and registration with the General Pharmaceutical Council
• May hold or be working towards the independent prescribing qualification

Experience

Essential

• Minimum of 2 years' experience as a pharmacist, demonstrated within a practice portfolio
• Have an experience and an awareness of common acute and long-term conditions that are likely to be seen in general practice

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 Parchmore Group

Address

Parchmore Medical Centre

97 Parchmore Road

Thornton Heath

Surrey

CR2 7ND

United Kingdom

Employer's website

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