Patient Assistant in Street

We are looking for a Patient Assistant to join our GP surgery team. This role would suit someone who is friendly and empathetic, highly organised and accurate, calm when busy, confident using computers, experienced in customer service or office work and willing to learn and work as part of a team.

Working at our practice in Street, Somerset offers the opportunity to be part of a friendly, supportive team serving a welcoming and close-knit community. Street is a vibrant village with a strong community feel, well known for Clarks Village and its beautiful Somerset surroundings, while still within easy reach of Glastonbury, Wells and the Mendip Hills. As a practice, we pride ourselves on teamwork, mutual support and providing high quality care to our patients. We value staff who are approachable, organised and compassionate, and in return we offer a supportive working environment where people are encouraged to learn, develop and feel part of the team.

Main duties of the job

This is a varied and sometimes challenging role. A full description is available but you will be part of a supportive team and each day will be full and rewarding.

About us

Vine Surgery Partnership is a well-established GP practice serving the community of Street and the surrounding Somerset area. We are a friendly, supportive practice with a strong team ethos and a focus on providing high quality, patient-centred care. Patient feedback frequently highlights our caring clinicians, professional staff and the welcoming environment within the surgery. We work closely with other local practices as part of the wider health community to improve access and services for our patients. The practice has a strong focus on continuous learning, development and improving patient services. We are proud to serve our local community and aim to provide compassionate, efficient and professional care to all our patients while maintaining a supportive and positive working environment for our staff.

Job responsibilities

• Liaises with patients, doctors, staff, other support staff, nursing staff, both surgery and attached, community nursing teams, mental health groups, funeral directors, counsellors, pharmacy, social services, commissioning groups, secondary care (acute and community hospitals), care homes, complex care hub and social prescribers.

Job Purpose, Aims and Profile

The Patient Assistant post is a skilled position providing a high level of service to patients, internal and external clients and institutions. The post-holder:

• works in Reception working with the Rapid Health triage system; dealing with enquiries; advising on doctors and nurses availability; recording and passing messages on accurately and efficiently; carrying out a range of related reception duties as appropriate.

Working Hours and Work Schedule

Surgery working week: 08.00 - 18.45 Monday to Friday, 08.00 - 20.00 on selected dates. Shared rota with 4 other local practices. Working hours; normal working schedule between 08.00 and 18.45 or 20.00 Monday to Friday as required. Occasional Saturdays throughout the year on a rota basis. The post-holder will be required to cover for colleagues who are absent on annual leave or sickness.

Duties and Responsibilities

• Open up surgery, switch on PCs and set up systems ready for the working day.
• Receive and log-in patients and visitors when they enter the surgery.
• Manage & process all patient appointments using Rapid Health triage system and EMIS Web computer system.
• Deal with all patient enquiries relating to appointments, surgeries and clinics.
• Covering for sickness and annual leave for colleagues.
• Advise patients on availability of particular doctors/nurses.
• Hand repeat prescriptions to patients.
• Record requests for doctor visits and Patient Summaries for visits.
• Handle emergency requests for duty doctor.
• Relaying messages for doctors and administrative staff.
• Update, maintain, file & retrieve patient records as appropriate.
• Close surgery, ensure building security particularly doors/windows and set alarm after closing.
• Keep waiting room tidy after sessions or clinics keep prescription rack clear of old prescriptions and letters.
• Ensure order, safety and comfort of patients; report and deal with disturbances.
• Recall Support (including Child Imms, Minor Ops & QOF/Recall).
• SARS Requests.
• NHS App and Proxy Access Set up and management.
• Sort prescription requests, both electronic and manual; guided by the Pharmacy Team.
• Record any acute prescriptions and pass to the pharmacy team for consideration.
• Contact patients (when requested) to pass on doctors instructions and requests.
• Sort and place prescriptions ready for collection or according to their destination.
• Process new patient registrations and questionnaires.
• Managing the diary recall system.
• General Administrative and Clerical duties.
• Attend for staff training when necessary.
• Photocopying as requested.
• Assist in compilation of statistics.
• Filing of paper medical records.
• Attend any other training courses deemed necessary by the Practice Manager or Operations Manager.
• Carry out any other duties as requested by the Practice Manager or Operations Manager.

Other General Conditions

Holiday entitlement is five working weeks per year (pro rata) plus any Bank Holidays that fall on a normal working day. All employees are required to adhere to the Health and Safety at Work Act (1974). The job description will be subject to periodic reviews and may be changed in consultation with the post holder. On Appointment the post holder must agree to abide by the Statement of Terms and Conditions of Service and the Contract requirements; all published Surgery protocols; policies; procedures; guidelines and work-rules; and any other approved instruction & documentation that may be amended and issued from time to time.

Person Specification

Experience

• Experience of working accurately and calmly under pressure.
• Can demonstrate versatility, flexibility and enthusiasm.
• Experience of working in a GP practice.
• Previous NHS or other public service experience.

Qualifications

• Face to Face Customer Experience.
• Recent use of computer systems.
• Previous NHS or other public service experience.
• Medical terminology training.
• Familiarity with clinical records and appointment systems.

£12.71 to £13.22 an hour. Increases at 2 and 5 years.