Job Description

Swadlincote Surgery

Darklands Road, Swadlincote, Derbyshire DE11
0PP

Tel: 01283 216091 / 551717
Website: www.swadlincotesurgery.co.uk

Swadlincote Surgery

Patient Coordinator job description & person specification

Job Title

Patient Coordinator

Line Manager

Senior Patient Coordinator

Accountable to

Patient Experience Manager

Hours per week: 22

Job Summary

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.

Mission Statement

Our aim is to provide the patients of Swadlincote, and the surrounding areas registered at the practice with the highest quality health care with a well-trained and motivated primary health care team. We aim to make it easy and convenient for our patients to access a GP or a nurse when they need them. We are committed to doing all that we can to give the best possible service at all times

Generic Responsibilities

All staff at Swadlincote Surgery have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

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Swadlincote Surgery

Darklands Road, Swadlincote, Derbyshire DE11
0PP

Tel: 01283 216091 / 551717
Website: www.swadlincotesurgery.co.uk

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being, and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990,
Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Management Team.

Learning and Development

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Swadlincote Surgery

Darklands Road, Swadlincote, Derbyshire DE11
0PP

Tel: 01283 216091 / 551717
Website: www.swadlincotesurgery.co.uk

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude, and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme.
Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Swadlincote Surgery must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At Swadlincote Surgery staff are required to dress appropriately for their role.
Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure all their staff are afforded the opportunity to take their annual leave entitlement each year and should be encouraged to take all their leave entitlement.

Primary Responsibilities

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Swadlincote Surgery

Darklands Road, Swadlincote, Derbyshire DE11
0PP

Tel: 01283 216091 / 551717
Website: www.swadlincotesurgery.co.uk

The following are the core responsibilities of the Patient Coordinator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Administration

? To have a thorough knowledge of all Practice procedures
? To work in accordance with written protocols
? Filing patient data into medical records
? Photocopy as requested
? Receive and make phone calls as required, ensuring accuracy of detail and prompt delivery of messages
? To process POLAR, registration, emails and tasks on a regular basis
? To deal with patients complaints within their competency
? To liaise with other members of the primary health care team
? To attend staff meetings and QUEST training and complete on-line training
? Contact patient via telephone call or SMS to cancel appointments
? Ensure all relevant scanning is completed daily for all prescription queries

To provide cover as and when required in reception

Reception

? Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice

? Handing completed repeat prescriptions and other patient information to the patient and checking

D-O-B,

names and addresses

? Explain practice arrangements to new patients and temporary residents, completing necessary paperwork

? Be able to cover all reception positions

Appointments

? Process requests for on the day and future appointments from patients by telephone and in person

? Deal with all general enquiries, explain procedures to patients and make new and follow up appointments

? Ensure that patients needing urgent appointments are seen or added to triage
? Enter requests for home visits onto the visit screen, ensuring careful recording of all relevant details and where necessary refer to the Duty Doctor.

Computer

? Update patient contact number on the patient record
? Action repeat prescription requests and ensure that they are ready for collection within 48 hours or send EPS

Secondary Responsibilities

In addition to the primary responsibilities, the Patient Coordinator may be requested to: a. Assist with queries regarding safeguarding matters and refer appropriately

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Swadlincote Surgery

Darklands Road, Swadlincote, Derbyshire DE11
0PP

Tel: 01283 216091 / 551717
Website: www.swadlincotesurgery.co.uk b. Provide support/cover to other teams within the practice as part of Swadlincote
Surgery's Business Continuity c. Flexibility to cover Mon- Friday during periods of holiday and staff absence

The person specification for this role is detailed overleaf.

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Swadlincote Surgery

Darklands Road, Swadlincote, Derbyshire DE11
0PP

Tel: 01283 216091 / 551717
Website: www.swadlincotesurgery.co.uk

Person Specification - Patient Coordinator

Qualifications Essential Desirable

Educated to GCSE level or equivalent ?

GCSE Mathematics & English (C or above) ?

NVQ Level 2 in Health and Social Care ?

Experience Essential Desirable

Experience of working with the general public ?

Experience of establishing effective office administrative ? systems

Experience of working in a health care setting ?

Skills Essential Desirable

Excellent communication skills (written and oral) ?

Excellent IT skills ?

Clear, polite telephone manner ?

Competent in the use of Office and Outlook ?

SystmOne ?

Ability to work as a team member and autonomously ?

Good interpersonal skills ?

Problem solving & analytical skills ?

Ability to follow policy and procedure ?

Personal Qualities Essential Desirable

Polite and confident ?

Flexible and cooperative ?

Motivated ?

Forward thinker ?

High levels of integrity and loyalty ?

Sensitive and empathetic in distressing situations ?

Ability to work under pressure ?

Other requirements Essential Desirable

Flexibility to work outside of core office hours ?

Disclosure Barring Service (DBS) check ?

This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice, and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.

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Job Types: Part-time, Permanent

Pay: 12.21 per hour

Benefits:

Company pension Employee discount Free parking On-site parking
Work Location: In person