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 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.

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 recognizes the importance of people’s 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 that is welcoming to, of the individual, is non-judgmental, and respects their circumstances, feelings priorities and rights.
This job description is not definitive or exhaustive, and may be reviewed in the light of changing circumstances at a personal or organisational level. Any changes will be made in consultation with the post holder through the appraisal and review process.
Person Specification:

KNOWLEDGE, SKILLS AND QUALIFICATIONS

Computer literate
Good understanding of IT systems and data management systems
Knowledge of filing and data recording – manual and electronic
Good standard of numeracy and literacy
Experience of working within an office
Understanding of confidentiality
Understanding of accuracy of patient information and recording
Good customer service skills

APTITUDE AND ABILITIES

Good communication skills – written and oral
Good general administrative skills
Able to manage information systems and processes – manual and electronic and ability to develop and maintain appropriate systems

JOB PURPOSE:

· To provide a comprehensive service to the patients and the clinical team, as part of the whole primary care team. Responsibility for dealing compassionately and efficiently with all patient interactions.
· To provide support services across the Brunel Medical practice estate of which there are three sites, that operate between the hours of 07.15 – 18.15, Monday – Friday, with the possibility of week-end working in the future.

MAIN DUTIES ON RECEPTION:

· To follow practice protocols in relation to appointments, telephone contact, complete online requests, messages, requests for home visits, repeat prescriptions and all other patient contact.
· To ensure that all contact with patients is done in a sensitive way with a high level of customer service skills, taking into account that patients, their relatives and carers may be distressed at times.
· Telephones are to be answered promptly and politely and within the protocols of the practice.
· To make, change and delete appointments as appropriate, whilst taking into account the needs of the clinical team.
· To direct patients where appropriate to the correct part of the surgery in a timely manner and keep a watching brief on the situation around clinic delays etc. to inform patients attending appointments.
· Being aware of who is in the waiting area and how long patients have been waiting, making the appropriate enquiries if a patient has been waiting longer than would be usual.
· Support and assist the doctors during surgery times as required.
· Ensure doctors surgeries are stocked with the necessary paperwork and forms to enable their surgeries to proceed without interruption.
· Liaise with secondary care and other health care providers as appropriate.
· To inform patients of payments to be made for non NHS services and receive and record such payments.

OTHER RELATED DUTIES:

· To extract patient records and file them as appropriate.
· To proactively contact patients to pass on information from the clinical staff relating to appointments or information.
· To handle specimens for pathology labs as appropriate, taking care with accurate labeling and appropriate handling.
· To maintain adequate stationery and other stocks and ensure that the appropriate person is informed of replenishment requirements.
· Ensuring Temporary Resident forms are filled in correctly and entered onto computer for the GPs and the nursing team.
· Ensuring that New Patient forms are filled in correctly by the patient with necessary ID provided.
· Process new patient registrations as required.
· Process prescription requests as required.