Job Description

Assist the practice manager to manage reception staff duties to ensure smooth running of practice and provision of service Manage and share reception cover ensuring continuous quality service provision during periods of annual, study or sick leave. Support the practice manager in the development of practice protocols and procedures Registering of new patients and temporary residents Manage production of posters and Information sheets for patients and users of the building, ensuring that all posters and information leaflets in patient areas are up to date and in adequate supply. Ensure the practice booklet is kept up to date and reviewed regularly for accuracy Maintain an adequate supply of new patient packs providing information for our patients Ensure health promotion noticeboards are updated in accordance with practice Health Promotion Programme Handle difficult patients professionally and manage the practice complaints procedure within Malling Healths guidelines, keeping appropriate records and passing onto the Practice Manager. Comply with Caldicott guidelines for confidentiality; to understand the importance of and implications to the patients and Practice if breached.



Project a positive and professional image of the Practice and report on any problems as necessary to the Practice Manager. Supervise receipt and signing for incoming deliveries for equipment, stationary and vaccines ensuring that the vaccine storage cold chain is not broken. Manage safe system for processing of specimens from patients in accordance with infectious control protocol and procedure. Comply with all protocols and procedures as directed from Malling Health and contribute to their further development locally within the Practice Personnel: - Ensure all new reception staff receive an appropriate level of induction Identify training needs and assist in the development of practice training programme for reception staff.

Information Technology:

- Generate repeat prescriptions, checking data and referring onto GP as necessary. To ensure compliance with Data Protection Act requirements for confidentiality of patient information. Human Resources: - To participate in performance review appraisal and mentoring processes as required To ensure compliance with all Care Quality Commission protocols and procedures To identify training needs and attend Practice or external training sessions and team building exercises as required Rotas, availability, allocations, changes Flexibility in working hours Organise duty rotas, co-ordinate leave request Co-ordinate Doctor availability Update appointments system for leave/duty changes Attend partners meetings Ensure we are on target to meet KPI Ability to carry out audits on staff and other statistics require Manage payments from patients and NHS fees Patient services Deal with complaints in accordance with Practice Complaints Procedure and evaluate suggestion Set up and maintain computerised appointment system for all service Ensure adequate staffing for patient services Organise flu and QOF clinics-co-ordinate staffing Co-ordinate volunteer services Ensure systems are in place for marrying up of notes and recording of data Employed staff Provide induction training and ongoing appraisals and reviews Ensure Practice policies are followed and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths Staff rotas daily Liaise with management team concerning staffing and organisation of work Liaise with other members of the primary health care team, outside agencies and Practice volunteers as requested Remain updated on HR issues and protocols Administration Attend staff meetings Oversee weekly scheduled list and extension of appointment books on computer is carried out accurately Record requests for repeat prescriptions Information Technology Have full understanding of EMIS appointment system Have a working knowledge of all software and hardware Maintain In Touch patient information system Deal with IT problems in the absence of the Practice Manager Train staff in use of system Building Have a clear understanding of telephone systems, daytime and out of hour Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures Assist with production and upkeep of Practice Procedures Manual Manage paperwork systems including post, internal and external Act as a central source of information