Job description

Job responsibilities

Key Responsibilities:

You will be required to:

• Act upon most alerts e.g, QOF and reminders during a routine consultation i.e. 10 minutes.

• Provide all GP services required as part of the PMS contract held between the practices and the commissioning primary care agency, including all core services such as Child Health Surveillance

• Undertake Duty Doctor and Paperwork Doctor duties on a rota basis.

• Undertake surgeries during extended hours in accordance with the access needs of the practice population and the contractual obligation of the practice

• Provide cross cover, where necessary and practical, at the other practices

• Respond to medical problems presented by patients, including history taking, examination, investigation, diagnosis, treatment, and referral where appropriate.

• Provide appropriate preventative health care and advice.

• Provide medical support as required to patients referred by nursing staff

• Provide free certification in line with Schedule 9 of NHS GMS Regulations (1992).

• Adhere to any practice prescribing formulary, local and national guidelines.

• Make professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation;

• Record clear and contemporaneous I.T. based consultation notes to agreed standards;

• Collect data for audit purposes;

• Compile and issue computer-generated acute and repeat prescriptions (avoiding hand-written prescriptions whenever possible);

• In general, the post-holder will be expected to undertake all the normal duties and responsibilities associated with a GP working within primary care.

• Other responsibilities with the Practice:

• Engaging in appropriate lifelong educational and audit activity to maintain clinical competence and performance, including the completion of objectives agreed by you and the practice, in an annual Personal Development Plan. Your Personal Development Plan must be in line with the Practice Development Plan.

• Actively participating in the training and development of nurses, medical students, and GP trainees in the practice.

• Supporting the practice staff and responding to requests for advice and assistance from the practice reception, secretarial and nursing staff.

• Attend prescribing, palliative care, clinical and practice meetings.

• You will be expected to take part in clinical meetings, be prepared to chair these and present clinical topics as required for the maintenance of educational standards and high-quality care. You will receive feedback from the partners via peer review and to act upon recommendations and demonstrate change

• Provide additional enhanced services to the practices that meet the needs of the practices patient population and maximise the income streams to the practice

• Undertake additional training where necessary to provide these enhanced services

• You are required to actively participate in Practice Based Commissioning - this will include reducing first outpatient attendances, demand management, monitoring of activity including peer review and data validation

• Awareness of and compliance with all relevant practice policies/guidelines, e.g., prescribing, confidentiality, data protection, health and safety, annual QOF Assessment of the Practice.

• Meet all tight timescales/deadlines for audits and written returns to ensure that the Practice meets quality standards and receives the designated funding (e.g., Locally Commissioned Services returns, annual QOF audit etc.)

This list is not exhaustive, and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.

Key Relationships:

Internal:

• Members of the Senior Management team

• Members of the Partnership Board

• Colleagues within The Bourne Partnership

External:

• Suppliers of services

• Other GP practices and practice groups

• Other external organisations

The following statement forms part of all job descriptions:

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff, and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the organisations FOI procedure if they receive a written request for information.

Information Governance

All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed, and forwarded in a secure and appropriate manner

Equal Opportunities

Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors, and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager or stated to be mandatory.

Flexible Working

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Sustainability

It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers, monitors and equipment when not in use, minimising water usage and reporting faults promptly.

Smoking Policy

The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients, and visitors. Staff are therefore not permitted to smoke on organisational property.

Person Specification

Qualifications

Essential

• Polite and confident Flexible and co-operative Excellent people skills Motivated and proactive Ability to use initiative and judgement High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Confident, assertive, and resilient

Desirable

• GP trainer or trainer in training Extended access 07:30 start on some days Women's health, coils

Essential criteria

Essential

• Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintain confidentiality at all times Enjoy working within a large clinical team Interest in a chronic disease.

Experience

Essential

• Experience of using EMIS. Working on video/telephone consultations. Experience of working within a GP practice. Post graduate qualification in General Practice e.g. MRCGP/MRCP Completion of GP vocational training

Desirable

• Minimum 2 years of General Practice experience

Essential criteria

Essential

• Full registration with GMC Medical Degree GP registrar training

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Portland Medical

Address

Portland Medical Centre

184 Portland Road

South Norwood

London

SE25 4QB

United Kingdom

Employer's website

https://www.portlandmedicalcentre.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

The role will involve handling a high volume of incoming telephone enquiries, assisting patients with their queries and ensuring they are directed to the most appropriate service or member of the team. You will also be responsible for completing and processing online appointment requests, ensuring that information is recorded accurately and that patients receive the appropriate support.

You will work closely with colleagues within the hub and across all practices, using a range of computer systems and digital platforms to manage patient enquiries and support the smooth running of the service. The role requires a high level of confidentiality, professionalism and accuracy at all times.

You will be speaking with a wide range of patients and will need to be confident communicating with people from different backgrounds and with varying needs. The ability to remain calm, professional and courteous when dealing with challenging, sensitive or sometimes difficult inquiries is particularly important.

We are looking for individuals who are patient-focused, approachable, organised and confident communicators, who enjoy working as part of a team and can work effectively in a busy hub environment while maintaining a high standard of service to our patients.

Person Specification

Skills

Essential

• Additional Criteria
• Essential
• Excellent verbal communication skills and a clear understanding of spoken English.
• Good command of written English, with the ability to accurately record information.
• Confident and professional telephone manner.
• Excellent listening skills and the ability to understand what a patient is asking for.
• Able to communicate clearly and appropriately with people from a wide range of backgrounds and with different needs.
• Able to remain calm, polite and professional when dealing with difficult or challenging conversations.
• Able to work accurately and efficiently when handling a high volume of inquiries.
• Good organisational skills and the ability to prioritise workload.
• Able to work effectively as part of a team within a busy hub environment.
• Reliable, punctual and committed to providing a high standard of patient service.
• Understands the importance of patient confidentiality and data protection.
• Flexible and willing to support the needs of both practices and the wider hub team.
• Desirable
• Knowledge and understanding of NHS services and primary care.
• Understanding of the role of reception and patient-facing staff within general practice.
• Knowledge of online consultation and appointment processes.
• Experience of dealing with vulnerable patients or patients with additional communication needs.
• Willingness to undertake further training and develop knowledge of practice systems and services.

Experience

Essential

• xperience
• Essential
• Experience of working in a customer-facing or patient-facing environment.
• Experience of dealing with telephone enquiries and communicating with members of the public.
• Experience of handling a range of enquiries and providing clear and appropriate information.
• Experience of using computerised systems to record and retrieve information.
• Experience of working in a busy environment and managing competing demands.
• Experience of maintaining confidentiality when dealing with personal or sensitive information.

Desirable

• Desirable
• Previous experience within general practice, the NHS or another healthcare environment.
• Experience of working within a hub, contact centre or centralised service.
• Experience of using GP practice systems and online appointment systems.
• Experience of dealing with sensitive, distressed or challenging patients/customers.

Qualifications

Essential

• Person Specification Patient Advisor
• Qualifications
• Essential
• Good standard of general education.
• Good standard of written and spoken English.
• Ability to use basic computer systems and digital applications.
• Desirable
• E

Desirable

• GCSE English and Maths or equivalent.
• Customer service, administration or healthcare-related qualification.
• Training in customer service or telephone communication.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keston and Moorings Medical Practice

Address

Purley War Memorial Hospital

856 Brighton Road

Purley

Surrey

CR8 2YL

United Kingdom

Employer's website

https://www.kestonmedicalpractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Key Responsibilities:

You will be required to:

• Act upon most alerts e.g, QOF and reminders during a routine consultation i.e. 10 minutes.

• Provide all GP services required as part of the PMS contract held between the practices and the commissioning primary care agency, including all core services such as Child Health Surveillance

• Undertake Duty Doctor and Paperwork Doctor duties on a rota basis.

• Undertake surgeries during extended hours in accordance with the access needs of the practice population and the contractual obligation of the practice

• Provide cross cover, where necessary and practical, at the other practices

• Respond to medical problems presented by patients, including history taking, examination, investigation, diagnosis, treatment, and referral where appropriate.

• Provide appropriate preventative health care and advice.

• Provide medical support as required to patients referred by nursing staff

• Provide free certification in line with Schedule 9 of NHS GMS Regulations (1992).

• Adhere to any practice prescribing formulary, local and national guidelines.

• Make professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation;

• Record clear and contemporaneous I.T. based consultation notes to agreed standards;

• Collect data for audit purposes;

• Compile and issue computer-generated acute and repeat prescriptions (avoiding hand-written prescriptions whenever possible);

• In general, the post-holder will be expected to undertake all the normal duties and responsibilities associated with a GP working within primary care.

• Other responsibilities with the Practice:

• Engaging in appropriate lifelong educational and audit activity to maintain clinical competence and performance, including the completion of objectives agreed by you and the practice, in an annual Personal Development Plan. Your Personal Development Plan must be in line with the Practice Development Plan.

• Actively participating in the training and development of nurses, medical students, and GP trainees in the practice.

• Supporting the practice staff and responding to requests for advice and assistance from the practice reception, secretarial and nursing staff.

• Attend prescribing, palliative care, clinical and practice meetings.

• You will be expected to take part in clinical meetings, be prepared to chair these and present clinical topics as required for the maintenance of educational standards and high-quality care. You will receive feedback from the partners via peer review and to act upon recommendations and demonstrate change

• Provide additional enhanced services to the practices that meet the needs of the practices patient population and maximise the income streams to the practice

• Undertake additional training where necessary to provide these enhanced services

• You are required to actively participate in Practice Based Commissioning - this will include reducing first outpatient attendances, demand management, monitoring of activity including peer review and data validation

• Awareness of and compliance with all relevant practice policies/guidelines, e.g., prescribing, confidentiality, data protection, health and safety, annual QOF Assessment of the Practice.

• Meet all tight timescales/deadlines for audits and written returns to ensure that the Practice meets quality standards and receives the designated funding (e.g., Locally Commissioned Services returns, annual QOF audit etc.)

This list is not exhaustive, and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.

Key Relationships:

Internal:

• Members of the Senior Management team

• Members of the Partnership Board

• Colleagues within The Bourne Partnership

External:

• Suppliers of services

• Other GP practices and practice groups

• Other external organisations

The following statement forms part of all job descriptions:

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff, and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the organisations FOI procedure if they receive a written request for information.

Information Governance

All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed, and forwarded in a secure and appropriate manner

Equal Opportunities

Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors, and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager or stated to be mandatory.

Flexible Working

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Sustainability

It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers, monitors and equipment when not in use, minimising water usage and reporting faults promptly.

Smoking Policy

The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients, and visitors. Staff are therefore not permitted to smoke on organisational property.

Person Specification

Qualifications

Essential

• Polite and confident Flexible and co-operative Excellent people skills Motivated and proactive Ability to use initiative and judgement High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Confident, assertive, and resilient

Desirable

• GP trainer or trainer in training Extended access 07:30 start on some days Women's health, coils

Essential criteria

Essential

• Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintain confidentiality at all times Enjoy working within a large clinical team Interest in a chronic disease.

Experience

Essential

• Experience of using EMIS. Working on video/telephone consultations. Experience of working within a GP practice. Post graduate qualification in General Practice e.g. MRCGP/MRCP Completion of GP vocational training

Desirable

• Minimum 2 years of General Practice experience

Essential criteria

Essential

• Full registration with GMC Medical Degree GP registrar training

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Portland Medical

Address

Portland Medical Centre

184 Portland Road

South Norwood

London

SE25 4QB

United Kingdom

Employer's website

https://www.portlandmedicalcentre.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Key Responsibilities:

You will be required to:

• Act upon most alerts e.g, QOF and reminders during a routine consultation i.e. 10 minutes.

• Provide all GP services required as part of the PMS contract held between the practices and the commissioning primary care agency, including all core services such as Child Health Surveillance

• Undertake Duty Doctor and Paperwork Doctor duties on a rota basis.

• Undertake surgeries during extended hours in accordance with the access needs of the practice population and the contractual obligation of the practice

• Provide cross cover, where necessary and practical, at the other practices

• Respond to medical problems presented by patients, including history taking, examination, investigation, diagnosis, treatment, and referral where appropriate.

• Provide appropriate preventative health care and advice.

• Provide medical support as required to patients referred by nursing staff

• Provide free certification in line with Schedule 9 of NHS GMS Regulations (1992).

• Adhere to any practice prescribing formulary, local and national guidelines.

• Make professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation;

• Record clear and contemporaneous I.T. based consultation notes to agreed standards;

• Collect data for audit purposes;

• Compile and issue computer-generated acute and repeat prescriptions (avoiding hand-written prescriptions whenever possible);

• In general, the post-holder will be expected to undertake all the normal duties and responsibilities associated with a GP working within primary care.

• Other responsibilities with the Practice:

• Engaging in appropriate lifelong educational and audit activity to maintain clinical competence and performance, including the completion of objectives agreed by you and the practice, in an annual Personal Development Plan. Your Personal Development Plan must be in line with the Practice Development Plan.

• Actively participating in the training and development of nurses, medical students, and GP trainees in the practice.

• Supporting the practice staff and responding to requests for advice and assistance from the practice reception, secretarial and nursing staff.

• Attend prescribing, palliative care, clinical and practice meetings.

• You will be expected to take part in clinical meetings, be prepared to chair these and present clinical topics as required for the maintenance of educational standards and high-quality care. You will receive feedback from the partners via peer review and to act upon recommendations and demonstrate change

• Provide additional enhanced services to the practices that meet the needs of the practices patient population and maximise the income streams to the practice

• Undertake additional training where necessary to provide these enhanced services

• You are required to actively participate in Practice Based Commissioning - this will include reducing first outpatient attendances, demand management, monitoring of activity including peer review and data validation

• Awareness of and compliance with all relevant practice policies/guidelines, e.g., prescribing, confidentiality, data protection, health and safety, annual QOF Assessment of the Practice.

• Meet all tight timescales/deadlines for audits and written returns to ensure that the Practice meets quality standards and receives the designated funding (e.g., Locally Commissioned Services returns, annual QOF audit etc.)

This list is not exhaustive, and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.

Key Relationships:

Internal:

• Members of the Senior Management team

• Members of the Partnership Board

• Colleagues within The Bourne Partnership

External:

• Suppliers of services

• Other GP practices and practice groups

• Other external organisations

The following statement forms part of all job descriptions:

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff, and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the organisations FOI procedure if they receive a written request for information.

Information Governance

All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed, and forwarded in a secure and appropriate manner

Equal Opportunities

Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors, and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager or stated to be mandatory.

Flexible Working

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Sustainability

It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers, monitors and equipment when not in use, minimising water usage and reporting faults promptly.

Smoking Policy

The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients, and visitors. Staff are therefore not permitted to smoke on organisational property.

Person Specification

Qualifications

Essential

• Polite and confident Flexible and co-operative Excellent people skills Motivated and proactive Ability to use initiative and judgement High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Confident, assertive, and resilient

Desirable

• GP trainer or trainer in training Extended access 07:30 start on some days Women's health, coils

Essential criteria

Essential

• Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintain confidentiality at all times Enjoy working within a large clinical team Interest in a chronic disease.

Experience

Essential

• Experience of using EMIS. Working on video/telephone consultations. Experience of working within a GP practice. Post graduate qualification in General Practice e.g. MRCGP/MRCP Completion of GP vocational training

Desirable

• Minimum 2 years of General Practice experience

Essential criteria

Essential

• Full registration with GMC Medical Degree GP registrar training

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Portland Medical

Address

Portland Medical Centre

184 Portland Road

South Norwood

London

SE25 4QB

United Kingdom

Employer's website

https://www.portlandmedicalcentre.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Key Responsibilities:

• Reception & Patient Support
• Provide a friendly and professional front-desk service to all patients and visitors.
• Handle patient enquiries in person, over the phone, and via the online portal.
• Process appointment bookings, cancellations, and rescheduling requests.
• Assist patients with general enquiries about practice services and signpost them to appropriate healthcare professionals or external services.
• Administration & Online Portal Management
• Manage and respond to patient queries submitted via the online portal.
• Process prescription requests, referrals, and other administrative forms.
• Maintain accurate and up-to-date records using the practices clinical system.
• Support with scanning, filing, and managing correspondence, ensuring data protection compliance.
• Assist in monitoring and actioning emails and tasks within the practices communication systems.
• QOF Recalls & Data Management
• Assist with the organisation and administration of QOF recalls, ensuring patients attend necessary reviews and screenings.
• Contact patients via phone, SMS, or letter to remind them of due appointments or health checks.
• Ensure accurate recording of QOF-related data to support practice targets and patient care quality.
• General Support & Additional Duties
• Provide administrative assistance to clinicians and practice staff as required.
• Support the practice in implementing new initiatives to improve patient care and service efficiency.
• Comply with NHS confidentiality and data protection policies.
• Adhere to all health and safety regulations within the practice.

This list is not exhaustive, and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.

Your individual job plan will be agreed with your line manager. This will be subject to change in accordance with the needs of the organisation.

Key Relationships:

Internal:

• Members of the Senior Management team
• Colleagues within The Bourne Partnership

External:

• Other GP practices and practice groups
• Other external organisations

The Patient Adviser is an integral part of the Practice Administration Team. The team provides the reception service for the practice and actions all general administration functions

Key Performance Indicators (KPIs)

KPIS will be agreed annually with your Line Manager. These will be agreed according to business need.

Key functions that are the minimum indicators to ensure that the role is being fulfilled:

• Administrative actions from the Portal actioned within an agreed timeframe

This list is not exhaustive but a guide. KPIs will be set annually and reviewed regularly with your Line Manager depending on business need and person specific requirements.

The following statement forms part of all job descriptions:

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the organisations FOI procedure if they receive a written request for information.

Information Governance

All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner

Equal Opportunities

Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager or stated to be mandatory.

Flexible Working

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Sustainability

It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers monitors and equipment when not in use, minimising water usage and reporting faults promptly.

Smoking Policy

The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients and visitors. Staff are therefore not permitted to smoke on organisational property.

We appreciate the interest of all applicants in this opportunity. Please note that we may close this vacancy early if we identify a suitable candidate before the advertised closing date. We encourage interested applicants to submit their applications as soon as possible.

Person Specification

Experience

Essential

• Customer Service Experience of working in primary care

Desirable

• Experience of working in a GP practice

Qualifications

Essential

• GCSE or equivalent

Desirable

• A Levels

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Portland Medical

Address

Portland Medical Centre

184 Portland Road

South Norwood

London

SE25 4QB

United Kingdom

Employer's website

https://www.portlandmedicalcentre.co.uk/ (Opens in a new tab)