Job Description

Key Responsibilities1. Patient Support and Clinical Assistance Support qualified clinical staff in the delivery of safe, effective, and person-centred care within scope of practice. Assist patients in navigating the urgent care system, including providing reassurance and non-clinical advice where appropriate. Act as a chaperone for intimate examinations or procedures, ensuring patient comfort and upholding dignity and confidentiality at all times.



Promote equality and non-discriminatory practice, respecting patients cultural beliefs, identity, and individual needs. Provide empathetic support to patients and relatives, particularly during times of distress, illness, or emotional vulnerability. Escalate concerns about a patients condition or behaviour to a clinical colleague or site supervisor promptly and appropriately. 2.



Reception and Front-of-House Responsibilities Deliver a professional, welcoming, and efficient reception service for all patients, carers, and visitors entering the UTC. Greet patients in a calm, courteous manner and manage initial enquiries both face-to-face and via telephone. Register patient demographics and presenting complaints accurately and confidentially using systems such as Medway, Symphony, and Adastra. Monitor and oversee the waiting area, ensuring patients are seen in line with clinical urgency and maintaining awareness of wait times.



Direct patients and visitors to appropriate areas within the Emergency and Urgent Care Centre, including Majors, Minors, Resuscitation, and Paediatrics. Escalate any delays, risks, or capacity issues to the UTC supervisor to maintain safe and effective flow. 3. Information Management and Administration Ensure accurate entry of patient data and timely updates to the clinical systems, maintaining confidentiality in line with GDPR and Caldicott principles.



Handle incoming and outgoing communications via phone, email, and fax in a professional and timely manner. Prepare clinical documentation including forms, duplicate records, and patient notes as required by clinicians or operational supervisors. Check and respond to daily emails and system messages relevant to the service. Assist in the collation of daily streaming and attendance data and input relevant activity logs for reporting and audit purposes.



Maintain stock of patient leaflets, feedback forms, and general information materials in waiting and consultation areas. 4. Medicines and Consumables Management Work collaboratively with the medicines management team to support the safe storage, use, and disposal of medicines and medical consumables. Monitor and record medication room temperatures and fridge readings, escalating any anomalies to the duty supervisor promptly.



Ensure prescriptions (FP10s) are handled in line with PELCs Prescription Management Guidelines, including loading into printers, maintaining logs, and secure storage. Track medication dispensing and support clinicians in completing medication documentation accurately. Alert the site supervisor or Clinical Lead to any concerns regarding stock shortages, expiry dates, or broken medical equipment. 5.



Infection Control and Housekeeping Adhere strictly to infection prevention and control procedures in both clinical and non-clinical areas. Ensure all consultation rooms are clean, adequately stocked, and signed off in accordance with CQC standards. Respond promptly and appropriately to any bodily fluid spills or cleaning requirements, following prescribed procedures and using the appropriate PPE. Maintain a clean, safe, and welcoming environment in reception and waiting areas.



Support cleaning audits or inspections by ensuring readiness and documentation is up to date. 6. Safeguarding and Risk Management Be alert to signs of abuse, neglect, or other safeguarding risks and raise concerns promptly in accordance with PELCs safeguarding protocols. Ensure the Child Protection Information Sharing (CP-IS) system is checked when registering children, and escalate alerts to the appropriate clinician.



Report incidents, accidents, or near misses via the DATIX incident reporting system and escalate to the duty supervisor or on-call manager as required. Promote a culture of openness and accountability in reporting safety concerns or breaches of policy. 7. Teamworking and Communication Maintain effective working relationships with colleagues across clinical, administrative, and managerial teams.



Participate in team briefings, handovers, and huddles to ensure clear and accurate communication of patient and operational updates. Offer mutual support to colleagues during busy periods, adapting to the dynamic needs of the UTC environment. Communicate clearly, compassionately, and professionally with patients, carers, and the wider multidisciplinary team. 8.



Compliance and Flexibility Adhere to all PELC and NHS Trust policies, including those related to confidentiality, data protection, equality, and health and safety. Complete all mandatory training in a timely manner, including safeguarding, infection control, and chaperoning. Maintain awareness of organisational performance targets such as waiting times and contribute proactively to their achievement. Be flexible in approach to working hours and location, participating in shift rotations including nights, weekends, and public holidays to ensure 24/7 service coverage.



Support business continuity by following manual procedures during system downtimes or emergencies.