Front Line Health Worker

To provide a welcoming and efficient front desk and telephone answering service to all patients and visitors to the practice and meet their needs. To provide efficient administrative support to the GPs, non medical and all Nursing staff. To deal with patient requests sensitively and maintaining confidentiality at all times.

Meet and greet patients, members of the pubic and visitors to the Practice in a friendly and courteous manner.

Direct patients to the appropriate professionals.

Provide care navigation using the in house care navigation tool.

To process on line appointment requests.

Deal with telephone calls promptly and appropriately.

Make appointment for patients, Doctors, Nurses and other members of the Primary Health Care Team using the Practices EMIS system

Record home visit requests on the EMIS system and bring to the attention of the on-call GP for triage

Re-arrange appointments for Doctors and Nurses when required

Register temporary patients details onto the computer

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and make the appropriate appointments.

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

Respect and maintain all aspects of patient confidentiality relating to patients, staff and the Practice.

Receive complaints and ensure that they are dealt with in line with Practice procedure.

Inform patients if the doctors are running late or if they are dealing with an emergency.

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

Print off list of appointments for following day

Ensure front desk, back office and waiting room is kept neat and tidy

Prepare reception for start of day and end of day

Communicate messages to relieving Front Line Healthworker at handover

To relay test results to patients when checked by GP and advise further action

Chaperone for GPs when asked

To liaise with hospital and ambulance staff and other outside members of the NHS

Photocopying of practice forms and as required

Comply with all inhouse and statutory health and safety procedures

Any other duties commensurate with the grade

Attend staff meetings as and when necessary

Attend training courses in house and externally to develop expertise and further knowledge

Be familiar with, and use, the guidance provided by all written Practice protocols, keeping up to date with changes by logging into email and intranet information on a regular basis.

CONFIDENTIALITY

In the course of 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 careers, practice staff and other healthcare workers. They may also have access to information relating to the practice 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 practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

HEALTH & SAFTEY

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 & 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 practice 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 practice, 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

We are a progressive, forward thinking, innovative and growing Practice, based in South Gloucestershire. Our practice is located equidistant between the vibrant, cultural and historic cities of Bristol and Bath. We are only 6 miles from the centres of these diverse cities, yet the beautiful countryside of South Gloucestershire is only minutes away. Our friendly, motivated and patient centred team is constantly expanding; the Practice currently has 4 GP Partners, a Managing Partner and 10 Associate GPs. Our list size of 13,000 patients is growing rapidly. We actively encourage personal development; we offer flexibility on working days and hours, with excellent terms and conditions.

Qualifications

Experience

Other