Job description

Job responsibilities

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Support in navigating the health system by being the initial point of contact and connecting with the right teams within the Primary Care Network with aim of improving and supporting continuity of care
• Be the initial point of contact for patients accessing the practice ensuring all patients and visitors are greeted / responded to in a friendly, welcoming and empathic manner

• Maintain a clean, organised, welcoming, and accessible reception environment throughout the day for patients and visitors
• Manage patient sample drop-offs and collections, as well as the receipt of deliveries to the practice, ensuring they are handled appropriately
• Respond to all contact, queries, and requests from patients/visitors/third parties in a timely, courteous, and professional manner. Ensure confidentiality is always upheld and information provided to the patient is within the scope your responsibility and is as advised by the clinician
• Play a pivotal role in enablingpatient access and onwards referral to other healthcare services
• Support with access to appointments by assisting patients with the submission of digital triage assessment forms to obtain appointments or guidance on appropriate healthcare services to support patients needs
• Perform an initial assessment of patients needs over the telephone, face to face and online services in accordance with patients preferred method of communication
• When appropriate signpost patients to other services and self-help in accordance with the protocols and policies. Seeking guidance when required
• Support the smooth running of appointments, ensuring timely communication of patient arrivals, monitoring clinics not running to time and informing patients and facilitating the cancellation and rearrangement of appointments
• Communicate clearly, sensitively and effectively with patients, family members and other professionalsrecognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating
• Assist with the continuity of care for patients by maximising the appointment system and being familiar with all options available such as group consultation, Collaborative Practice and Enhanced Access appointments. Provide information on when and how the patient (and carer) can contact the relevant person/professional. Help to identify and invite patients that could benefit from workshops and group consultations to improve access to clinical advice for specific conditions
• Assist the wider clinical team as patient health champions and being aware of initiatives which could benefit patients. Actively seek to optimize the patients' experience and access to healthcare and understand the importance to health promotion
• Promote and assist patients to use the Surgery Pod in waiting rooms to accurately record patients health readings
• Assist in the identification and processing of identified patient cohorts and work within the principle of person-centred care
• Demonstrate awareness and basic understanding of safeguarding policy and how to report concerns
• Commit to the care navigation training and professional development and demonstrate willingness to learn and develop within the role
• Maintain hygiene and cleanliness standards in all reception areas in line with infection prevention and control guidance
• Accurately and efficiently process/record data on IT systems in line with practice protocols and policies
• Action daily checklists/procedures including ensuring the security of the building by following all opening and closing procedures
• Maintain knowledge of private services offered and take payments for these
• Complete Practice urgent/routine tasks, and own tasks delegated via IT Systems
• Read and action Outlook emails/MS Teams communications daily including weekly briefs and daily updates
• Be familiar with patient safety policy and reporting (e.g. LFPSE and/or other appropriate systems) and awareness of the process and key stakeholders for safeguarding referrals
• Maintain accurate patient records in conjunction with Practice policies and current legislation
• Adhere to the strict confidentiality rules, as agreed by the practice
• Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures

Person Specification

Experience

Essential

• Experience within a customer facing /contact role
• Experience of using IT systems within a work environment

Desirable

• Experience of working within Primary Care (or similar environment)

Knowledge & Skills

Essential

• Good IT skills with a working knowledge of Microsoft 365
• Excellent communication skills, able to effectively engage with a diverse range of people recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating
• Able to work well under pressure and remain calm when interacting with distressed patients or those presenting with challenging behaviours
• Ability to work as an effective part of team, with a focus on communication
• Understanding of confidentiality
• Able to assess problems and identify solutions
• High level of attention to detail and accuracy

Desirable

• Working knowledge of EMIS / medical systems
• Knowledge of medical terminology

Qualifications

Essential

• GCSE in English and Maths or equivalent

Desirable

• NVQ or equivalent in Customer Service or similar

Employer details

Employer name

Vine Medical Group

Address

Forest End Site

Forest End Road

Waterlooville

Hampshire

PO7 7AH

United Kingdom

Employer's website

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

Job description

Job responsibilities

• Provide a full range of medical services as defined in the core GMS contract, additional and enhanced services where appropriate
• To see patients in accordance with the practice timetable, including consultations (in whatever format) and queries, visiting patients at home (including care and nursing homes), as well as an equitable share of same day care and extended access appointments. Checking and signing repeat prescriptions and dealing with queries, paperwork and correspondence in a timely fashion
• Making professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation
• Assessing the health care needs of patients with undifferentiated and undiagnosed problems
• Screening patients for disease risk factors and early signs of illness
• Developing care plans for health in consultation with patients and in line with current practice disease management protocols
• Providing counselling and health education
• Recording clear and contemporaneous consultation notes in a timely manner to agreed standards
• Accurate recording of care provision onto patient records ensuring correct coding of all procedures and information using approved methods and templates
• Collecting data for audit purposes and supporting QOF requirements and data completion
• Compiling and issuing computer-generated acute and repeat prescriptions utilising EPS
• Prescribing in accordance with the practice prescribing formulary (or generically) whenever this is clinically appropriate
• Awareness of and compliance with all relevant practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety
• A commitment to life-long learning and audit to ensure evidence-based best practice
• Supporting evaluation/audit and clinical standard setting within the organisation
• Supporting the development of computer-based patient records
• Supporting the summarising of patient records and read-coding patient data
• Attending training and events organised by the practice or other agencies, where appropriate
• Actively participating in all aspects of infection prevention and control and championing this within the practice

• Be familiar with patient safety policy and reporting (e.g. LFPSE and/or other appropriate systems) and awareness of the process and key stakeholders for safeguarding referrals

• Maintain accurate clinical records in conjunction with Practice policies and current legislation
• Adhere to the strict confidentiality rules, as agreed by the practice
• Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures

Person Specification

Knowledge & Skills

Essential

• A good understanding of GMS contracting requirements and the operation of the Quality Outcomes Framework (QOF) process
• Ability to work as part of a multi-disciplinary team
• Good organisational and time management skills with the ability to adapt to changing priorities and tasks
• An understanding acceptance and adherence to the need for strict confidentiality
• Excellent communication skills, able to effectively engage with a diverse range of people recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating
• Confident IT user with accurate data entry skills
• An understanding acceptance and adherence to the need for strict confidentiality
• Ability to work and travel between any of our sites and visit patients out in the community

Desirable

• Proven ability to handle a primary care case load

Personal Attributes

Essential

• Caring, empathic and professional manner
• Self-motivated
• Willingness to work with the extended primary care team
• Flexible
• Appetite for continued personal and professional development
• Cognisant of scope of practice and willingness to seek support when queries fall outside
• Commitment to supporting self-resilience

Qualifications

Essential

• MRCGP qualification or similar and appropriate
• Currently registered GP with the GMC Registered on a medical performers list
• Representation with a recognised medical defence organisation

Experience

Essential

• Experience of working within a busy GP Practice
• Experience of working to standards / guidelines applicable to Primary Care e.g. NICE, prescribing, QOF

Desirable

• Experience of working with online triage system (such as Anima)
• Experience of using EMIS Web and Docman medical systems

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

Vine Medical Group

Address

Forest End Site

Forest End Road

Waterlooville

Hampshire

PO7 7AH

United Kingdom

Employer's website

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

Job description

Job responsibilities

• Support the Clinical team to deliver enhanced care services to the key service area of Care Homes and other differing patient cohorts as required. Maintaining an awareness of other cohorts supported by the Enhanced Care Team to enable effective team work and sharing of good practice.
• Identify and manage a caseload of identified patients, making sure that appropriate support is made available to them, and ensuring that their changing needs are addressed
• Bring together all the information about a persons identified care and support needs and explore options to meet these within a single personalised care and support plan
• Help create single personalised care and support plans, in line with best practice
• Assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
• Support a formalised process of delivering healthcare reviews to patients
• Support the Clinical Directors and team to deliver the Directed Enhanced Services specifications for individual services
• Co-ordinate the work of healthcare professional and non-clinical staff including volunteers and keep an up-to-date database of contacts
• Build and develop relationships with partner organisations, such as community services, volunteer groups, community learning disability teams, care homes and keep a comprehensive and up to date database of contacts
• Provide a link between Vine Medical Group and Homewell Practice
• Provide advice and information ensuring health and care planning is timely, efficient and patient-centred
• Ensure that all relevant and useful information is available to patients/clinicians and is up to date
• Support teams with quality improvement projects and achieving KPIs (QOF and IIF)
• Monitor and cleanse existing data. Ensure data is recorded and coded accurately and aligned with the PCN
• Understand and provide support for digital initiatives
• Attend regular / monthly meetings to discuss good practice and share information
• Keep records of your work and adhere to confidentiality, information sharing protocols and provide monitoring information as required
• Undertake regular training to extend and update own knowledge of health and wellbeing issues
• Alert Team Lead or Senior Management of any issues that may impact patient safety or service quality
• Be familiar with patient safety policy and reporting (e.g. LFPSE and/or other appropriate systems) and awareness of the process and key stakeholders for safeguarding referrals
• Maintain accurate patient / clinical records in conjunction with Practice policies and current legislation
• Ensure adherence to confidentiality, data protection, and information governance requirements
• Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures

Care Home Support:

• Undertake weekly calls and scheduled visits to local care homes to support GP-led ward rounds to ensure support and access and coordinate clinical unput where required. Regular travel across the locality is an essential requirement of the role
• Register new care home patients and manage proxy access, liaising with the Admin team and care home managers as required
• Co-ordinate regular Multi-disciplinary Team meetings. Take notes and record actions at these meetings
• Manage the Practices care home email inboxes and ensure that all emails and documents are dealt with or distributed to the appropriate clinician
• Keep up to date contact information and processes for all care homes
• Ensure that all relevant and useful information is available to the care homes and is up to date
• Develop relationships with external third parties that help support care homes and their residents
• Ensure that all relevant information or changes from external stakeholders, such as Care Home Managers, CCG, NHS England is shared with the Care Home Team
• Maintain patient appointment lists for ward rounds

Person Specification

Qualifications

Essential

• GCSE in English and Maths at Grade C/4 or equivalent

Desirable

• NVQ in Health & Social Care or Community Health and Wellbeing Worker
• PCI Accredited Care Co-ordinator Course
• PCI Personalised Care and Support Planning / Shared Decision Making Training

Knowledge & Skills

Essential

• Excellent communication skills (written and verbal), able to effectively engage with a diverse range of people recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating
• Good IT skills with a working knowledge of Microsoft 365
• Excellent organisational and time management skills, able to manage and prioritise workload
• High level of attention to detail and accuracy
• Understanding of confidentiality
• Able to assess problems and identify solutions
• Ability to work as an effective part of team

Desirable

• Working knowledge of EMIS / medical systems
• Knowledge of local health services and providers
• Knowledge of and ability to work to policies and procedures, including confidentiality, safeguarding, information governance, and health and safety

Experience

Essential

• Previous experience within an administrative role
• Experience of working in health, social care and other support roles in direct contact with people, families or carers

Desirable

• Experience of working in a GP Practice or NHS setting
• Experience of working as a Care Co-ordinator within Primary Care
• Experience working with people with complex needs, including those living with learning disabilities, dementia, severe mental illness, frailty, and multiple long-term conditions

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

Vine Medical Group

Address

1 Aintree Drive

Waterlooville

Hampshire

PO7 8NE

United Kingdom

Employer's website

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