A&E Receptionist

at  Tameside and Glossop Integrated Care NHS Foundation Trust

1.1 Clerical Duties: Receive patients, their relatives/carers and all visitors to the A&E department in a welcoming manner Register all patients onto the Lorenzo/EMIS system. Updating all personal details as necessary and access for patient hospital numbers & case notes. Where possible, obtain the information by liaising with the patient directly, clearly recording instances when information cannot be obtained. Liaise with personnel from North West Ambulance Service (NWAS) or appropriate external agencies to obtain patient information as and when required, ensuring confidentiality is maintained at all times.
Co-ordinate the arrangement of follow-up appointments for A&E Clinics and face to face and virtual Fracture clinics. Ensure that referrals are promptly processed/forwarded to the booking office for outpatient follow up appointments as instructed by clinical staff. Inform a senior member of staff about any serious injury or condition of any patient attending A&E e.g. cancer patient, potential cardiac patients or amputations Deal with telephone enquiries promptly and efficiently Retrieve all the missing A&E cards not scanned and search for them Ensure all A&E cards are obtained prior to attending follow up clinics and ensure any missing data is found Ensure the A&E printers/scanners are in working order and liaise with IT/Cannon should any problems arise Send GP Letters electronically.
Make any corrections to the patient episode on the Lorenzo system 1.2 Patient record duties Ensure that A&E cards are obtained prior to follow-up clinics, and ensure missing A&E cards and x-rays are located. Arrange follow up appointments and prepare notes for these appointments as needed. Undertake scanning/filing of the A&E notes and others documentation onto the system Complete & finalise the A&E Clinics finding any notes. Photocopy relevant A&E card and send to clinics as required Fax documentation to GP Surgeries, wards and departments and other members of the multi-disciplinary team as required by the medical/nursing team, ensuring adherence to the Caldicott Guidelines.
Be flexible where possible 24/7 if a Major Incident is declared or to cover sickness and Annual leave. Receive and escort relatives of the seriously ill or injured to the relatives room and provide refreshment as required Escort relatives/friends of deceased patients to the relatives room with compassion. Provide refreshments if needed 1.3 Base Clerk Duties: Act as Trust resource to admit/discharge/transfer Emergency (non A&E patients) to the wards in liaison with Senior Nursing Staff/Bed Management Team. Using Lorenzo admit A&E patients to the wards, in addition to admitting and discharging patients from Urgent Care as and when required.
Scan patient notes ready for admission to ward. Record and notify bereavement office of any deaths in the department and fax the relevant documentation to them Book 999 and urgent transfers to other hospitals and prepare relevant documentation Arrange Ambulance transport for patients being discharged Outcome the patient episode on the Lorenzo system. 1.4 Data entry duties Ensure data entry is of a high accuracy standard, ensuring the IM&T Department can produce quality data, in line with the requirements of the Emergency Care Targets. Make sure all data needed to achieve payment under PbR is recorded.
Support the Emergency Care Targets by ensuring data is collected and entered in real time. Validate information entered by others to ensure compliance withGovernment/Trust standards. Request missing data from patients or relevant nursing/medical staff to ensure all data fields can be completed. SECTION 2- KNOWLEDGE AND SKILLS Communications Good communication skills to deal with regular enquiries through a range of media (e.g.
email, referral, over the telephone) and to be able to manage all these in a sensitive and caring manner. To communicate verbally and non-verbally to deal with enquiries from service users/relatives, members of the public and other professionals both inside and outside of the organisation. To have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and to be able to communicate sensitively and effectively.
To have the ability to handle occasional aggressive callers. To communicate effectively and maintain good relationships with service users/patients, medical professionals and other departments across the health and social care setting and other outside agencie Responsibility for Service User/Patient Care To ensure patients are given appropriate information and direction in relation to the services provided. To ensure patients are greeted and dealt with in a courteous and professional manner. To identify and take action on any problems, bringing them to the attention of the Assistant Directorate Manager, where these issues cannot be dealt with at Supervisor level SECTION 3- EFFORT AND ENVIRONMENTPhysical Skills and Effort When filing the post holder will have to bend, stretch and lift boxes of stationery, files, working in a limited space.
The post holder is expected to move from their area of work to perform other duties related to the post in other parts of the building i.e. photocopying. The post holder is expected to switch from task to task throughout the day. Required to use VDU equipment for lengthy periods of time on a daily basis which involves periods of concentration when inputting patient information.
Keyboard skills including touch-typing. The post holder may hear about distressing/emotional situations when receiving enquiries and information from members of the public and other agencie

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