Job Description

Job Summary Norfolk Primary Care has an exciting opportunity working as a Medical Secretary. The post holder will be required to work from the GP practice main base at Norwich Health Centre, Rouen Road Office. The primary purpose of this role is to support GP Practice with general secretarial support. The post holder will work on behalf of their allocated neighbourhood supporting Clinicians and Managers with administrative duties including referrals, involving word processing and audio typing skills.



They will action information received via the Clinical System and liaise with any relevant staff members of any queries that may arise. The post holder will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone About us Norwich Health Centre is situated in the heart of the vibrant city of Norwich and is within easy reach of the boards and the beautiful Norfolk Coast. Norfolk Primary Care Norfolk Primary Care Ltd is a Community Interest Company.

It is established to:

Support and strengthen primary care and to promote and assist practices to improve quality by working with and on behalf of primary care in Norfolk. Help with challenges identified by practices workload, GP recruitment, sharing best practice. Recognise the changing nature of primary care and assist to ensure that the right level of service is provided to address the needs of the local population. Provide benefit to patients of primary care, the clinicians and administrators who work in it and practice organisations in Norfolk.



Work within health systems to provide patient care in innovative and solution-focused ways. We offer successful candidates a supportive working environment, competitive salary, excellent working conditions and the benefits of the NHS pension scheme. Other benefits include access to NHS discounts and discounted First Bus travel. If you are interested in working in an organisation committed to a culture of professionalism, growth, integrity, positivity and kindness then we would love to hear from you.



Main Responsibilities To provide an efficient audio, copy typing and word processing service for GPs and Health Professionals as required. This includes the typing of letters, reports, patient referrals and minutes in an accurate and quality manner. Processing ERS referrals, including 2WWs and all other hospital services. To use the Choose & Book system with regard to patient referral and keep accurate data for audit purposes.



Ensure that the referral information is processed and actioned with any problem areas being brought to the attention of the Practice Manager or Clinician Prepare and submit private requests and reports, liaising with patients and clinicians to ensure prompt completion. Review subject action requests, liaising with the Information Governance lead and the Data Protection Officer Coordinate meetings, prepare agendas, take minutes, and disseminate relevant information to the broader practice team. Ensure an effective and efficient service is provided to patients, dealing with any of their queries in relation to their referrals. Deal with general enquiries, explain procedures, make new and follow-up appointments where appropriate.



Chasing referrals and hospital wait times where required. Keeping an up-to-date spreadsheet of all work done which is used to record every referral/letter sent out and used for reporting purposes. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.



Accurately enter patient information and apply appropriate clinical coding within the patient record system. Ensure all correspondence, reports, test results, and other documentation are accurately filed and maintained within the appropriate patient records or systems. Enable practices to apply and improve clinical governance systems. Provide support and feedback to practices to ensure good working relationships, effective communication and promote excellent clinical practice.



Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults. To ensure compliance with the correct level of safeguarding training for your role This list is not exhaustive, and the post holder will be required to undertake any other additional duties appropriate to the post. Communication Utilise and demonstrate sensitive communication styles. Communicate effectively with stakeholders, patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating.



Anticipate barriers to communication and take action to improve communication. Maintain effective communication within the office environment and with external stakeholders. Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to service users, recognising any difficulties and referring for further support where appropriate. Prioritise, organise and manage own workload in a manner that maintains and promotes quality.



Participate in quality assurance and safety processes across the organisation and its activities. Participate in shared learning across the organisation and wider health and social care system. Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from complaints, clinical incidents and near-miss events.



Assess the impact of policy implementation on care delivery. Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance. Leadership personal and people development Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role mode. Support staff development in order to maximise potential.



Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice. Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services. Critically evaluate and review innovations and developments that are relevant to the area of work. Contribute to planning and implementing changes within the area of care and responsibility.



Contribute to the development of local guidelines, protocols and standards. Team working Understand own role and scope and identify how this may develop over time. Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working. Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.



Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team. Work effectively with others to clearly define values, direction and policies impacting upon care delivery. Discuss, highlight and work with the team to create opportunities to improve patient care and employee satisfaction. Agree plans and outcomes by which to measure success.



Management of risk Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and service users. Complete mandatory and statutory training requirements. Apply infection-control measures within the organisation according to local and national guidelines. Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of the organisation.



Managing information Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information. Review and process data in order to ensure easy and accurate information retrieval for monitoring and audit processes. Manage information searches using the internet and local library databases. Understand responsibility of self and others to the organisation regarding Data Protection (Data Protection Act 1998, General Data Protection Regulations, 2018 and Freedom and Information Act, 2000).Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity.



Enable others to promote equality and diversity in a non-discriminatory culture. Support people who need assistance in exercising their rights. Accept the rights of individuals to choose their care providers, participate in care and refuse care. Assist patients from marginalised groups to access quality care.



Infection Control NPC staff are responsible for protecting themselves and others against infection risks. All staff, regardless of whether or not they deliver a clinical role, are expected to comply with current infection control policies and procedures. Sustainability and Carbon Reduction All staff are expected to work in a sustainable manner, demonstrating consideration for environmental issues and the adoption of alternative working practices where possible to contribute to carbon reduction.