Major duties and responsibilities of the post: Responsibilities for patient services Assist the Management Team in the coordinati.....
Major duties and responsibilities of the post: Responsibilities for patient services Assist the Management Team in the coordination, management and recording of patient complaints and significant events, either informal or formal with a view to customer service improvement. Share complaints and significant events with the practice team at practice meetings. Assist in the collation of statements/responses from staff and the Senior Management Team with regards to the management of complaints and significant events, ensuring adherence to St Peters Surgery policies and procedures at all times Assist the Management Team in ensuring patient information is up to date and available, e.g. practice newsletter, patient leaflets, waiting room screens , social media and practice websites Responsibilities for premises and equipment Assist the Management Team in ensuring health and safety risk assessments are regularly carried out, identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Reporting potential health and safety risks when identified. Responsibilities for financial resources Ensure policies and procedures are adhered to, to protect the organisation against fraud and financial mismanagement Inform Management Team/Administration Team Leader of any orders placed to allow goods and invoices received to be matched appropriately. Issuing cheques on behalf of the practice and tracking payments. Responsibilities for staff management (including recruitment, induction and training) Assist the Management team with inductions, ensuring they are carried out in line with organisational requirements Assist in the coordination of annual staff appraisals, ensuring accurate records are kept on staff personal files and on organisational spreadsheets Assist the Management Team in the issuing of new/updated policies to staff and ensuring we have acknowledgements updated on Agilio Teamnet to confirm they have been read and understood Responsibilities for information resources Ensure confidentiality of data and conformity to the Data Protection Act and Medical Records and Reports Acts, the Freedom of Information Act and the Caldicott Report. Support the Management Team in ensuring the training of all users on the organisations IT systems To utilise medical software systems to enable the effective handling of patients and practice information and information supplied by other agencies. To assist the Management Team in the running of searches/reports within the clinical systems to monitor the organisations performance in line with locally commissioned services, enhanced services etc Understand all policies relating to information governance, data protection and confidentiality and ensure adherence to them. General Responsibilities To arrange and attend Practice, Education, staff meetings and any other meetings relevant to service delivery, arranging visiting speakers and sponsorship of meetings and training. This will also involve the preparation of agendas, taking minutes and distributing minutes as necessary. Support the Management Team in preparation for any Contract Monitoring/Quality Visits from the CCG or CQC inspections Implement and support any follow up actions or improvements required by CQC in order to maintain registration and meet the requirements of our contract Supporting management team and practice in QOF recall, Primary Care Offer and LCS reports. The information supplied above is intended to summarise the key responsibilities and duties of the role. The post holder may be required from time to time to carry out other reasonable requests and duties as required by the Management Team, consistent with the responsibilities of the grade. 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 the Job Description, the post-holder will 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 St Peters Surgery as an 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 St Peters Surgery may only be divulged to authorised persons in accordance with St Peters Surgery 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 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 St Peters Surgery as part of this employment, such training to include: Participation in an annual individual performance review. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Participate in regular 1-2-1 supervision with the Practice Operations Manager Quality The post-holder will strive to maintain quality within St Peters Surgery, 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 patients and carers Communicate effectively with external bodies such CCG, PCSE and NHS England Recognise peoples needs for alternative methods of communication and respond accordingly Document all patient contact as administration notes within EMIS. Child Protection The post-holder will: Alert practitioners of child protection issues that arise while dealing with patients Contribution to the Implementation of Services The post-holder will: Apply St Peters Surgery policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect their own work Contribute to the development of new clinical and non-clinical policies and procedures.
