Job Description

Raise awareness within the practice team of shared-decision making and decision support tools. Raise awareness of how to identify patients who may benefit from shared decision making and support staff and patients to be more prepared to have shared decision-making conversations. Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care. Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, mental health practitioners and other primary care professionals.



Support the coordination and delivery of multi-disciplinary team meetings within the practice. Assist people to access self-management education courses, peer support or interventions that support them in their health and wellbeing and increase their activation level Assist in clinics for LD reviews, cancer care reviews ,dementia reviews and mental health reviews. Processing telephone requests for appointments, visits and telephone consultations clearly and politely and ensuring callers are directed to the appropriate healthcare professional. Ensure all patients and visitors at reception and telephone callers to the Practice are greeted professionally and politely.



Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care. Support patients to utilise decision aids in preparation for a shared decision-making conversation. This will include e-consult. Holistically bring together all of a persons identified care and support needs, and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person; To take accurate, full and clear messages, both written and electronically, and ensure that they are dealt with in a timely manner, as appropriate.



Work closely and in partnership with our pharmacy team. Deal with all administrative telephone queries/requests from patients and act as liaison with the Doctors, as necessary. To understand the appointments system and administer it efficiently. To ensure that patients without appointments who need urgent treatment are seen in a logical and non-disruptive manner.



Ensure records are accurate Where possible, verify patient contact details and update computerised record. Support and assist the clinical staff during surgery times, as required. Enable patients to access the various health clinics. Arrange interpreters as necessary.



Help in recalling patients for all medical and non-medical reasons requested by Doctors, ANP/ACP's , Nurses, or admin team.