Job summary

Bromleyby Bow Health is looking to appoint a new member of the PatientAssistant Team. The post is for XXPlace Health Centre, in Stepney. The role is a fixed term cover for 6 months – 16 hours per week

Thursday 11.00 to 7.00

Friday 10.30 to 6.30

The mainrole of a Patient Assistant is to support patients on their journeys throughthe surgery, offering the right kind of support at the right time. You will beresponsible for a range of activities at the front desk, including navigatingpatients to a wide range of services to support the health and well-being ofpatients.

Main duties of the job

The successful candidate will be expected to signpost patients to a variety of services both inside and outside of the practice, be involved in health promotion days, and support patients to get the most out of their care at the surgery by focusing on wider determinants of health.

About us

Take a look at our website – https://www.bbbc.org.uk/ – and youll see that we are no ordinary GP practice and we have a long relationship with the Bromley by Bow Centre, an innovative and award winning charity.

Your application should address the person specification

Date posted

24 November 2022

Pay scheme

Other

Salary

£11.95 an hour

Contract

Fixed term

Duration

6 months

Working pattern

Part-time

Reference number

A3595-22-1652

Job locations

Alderney Building

Bancroft Road

London

E1 4DG

Job description

Job responsibilities

Job purpose

To support the Partners andPractice Director in delivering the Vision, Mission and Values of the Bromleyby Bow Health partnership.

Job Summary

To be the front face of theorganisation and provide outstanding service to patients.

In particular to haveresponsibility for

  • Contact withpatients in reception, through phones or via digital means

  • Care of patients

  • Engagement withpatients

  • Administration

  • Continuity ofcare

    The post holder occupies aparticular position of responsibility and trust, as they have access tosensitive patient, staff and business information. The post holder should haveexcellent organisational skills and have the ability to work as part of a teamand also on their own initiative.

  • Core Tasks and functions

    Contact with patients

  • Provide anexcellent first experience of the service by a professional and welcomingmanner whenever in contact with patients in person, on the phone or throughelectronic communication

  • Provide anexcellent experience of the surgery by maintaining the waiting area to a highstandard and ensuring that all information materials on display are relevant,accessible and up to date

    Care of patients

  • Process requestsfor repeat prescriptions according to practice guidelines

  • Bookinterpreter/advocates as requested

  • If possibleassist with interpreting as necessary

  • Process requestsfor patient transport

  • Deal with patientsamples in a clinically safe manner

  • Ensure thatmeasures to promote and maintain high levels of hygiene and control of clinicalinfection are in place

    Engagement withpatients

  • Encouragepatients to engage with the practice through making comments and suggestions

  • Actively promotethe patient questionnaire and other ways of getting patient feedback

    Administration

  • To be a firstpoint of contact for patients requiring general information relating to thepractice, procedures, registration finance etc

  • Post should beopened, stamped, and sorted to the appropriate persons and distributed to theappropriate site daily, in a timely manner.

  • Deliveries shouldbe received, signed for and stored appropriately

  • Notes should bemade up and stored appropriately

  • Fees for non-NHSservices should be received and appropriately recorded

  • Filing, scanningand retrieval of paperwork

  • Registrations anddeductions

  • Informationentered on the clinical system should be clear and accurate.

  • To providegeneral administrative support as required

    Continuity of care

  • Handle the appointment system actively to provide, as far as possible,continuity of care with the same clinician

  • While handling appointment requests with sensitivity promote selfmanagement as far as possible and maintain a balance between routine and sameday appointments

  • Signpost patients to appropriate alternative sources of advice andsupport

  • Take messages from patients with accuracy and pass on to appropriateperson as soon as possible;

  • Deal with patient correspondence accurately and in a timely manner

  • Schedulingpatient treatments or other procedures.

  • Ensure recordsare available and complete prior to patient visits

  • Ensure documentsforms and consents are completed prior to, and after treatments

  • Coordination ofreminder procedures

    Participate in meetings and learning

  • Play an activerole in team meetings and make every effort to build team working

  • Be responsiblefor your own learning and development

    Flexibility

    Provide cover for members ofthe team during episodes of sickness or annual leave. Be prepared to be flexible, and work at othersites. You should be able to respond flexibly and positively to changes in therequirements of this post. This job description is therefore a guide to thelevel and range of responsibilities the post holder will be expected toundertake initially, and the duties of the post may be altered from time totime to meet the changing demands.

    The post holder will beexpected to undertake additional duties as the requirements of the postchanges. Be prepared to undertake any additional duties as directed by yourline manager or senior managers.

  • General requirements

    Confidentiality:

  • In the course of seeking treatment patients entrust uswith or allow us to gather sensitive information in relation to their healthand other matters. They do so in confidence and have the right to expect thatstaff will respect their privacy and act appropriately.

  • In the performance of the duties outlined in this JobDescription the post-holder may have access to confidential informationrelating to patients and their carers, practice staff and other healthcareworkers. They may also have access to information relating to the practice as abusiness organisation. All such information from any source is to be regardedas STRICTLY CONFIDENTIAL.

  • Information relating to patients, carers colleaguesother healthcare workers or the business of the practice may only be divulgedto authorised persons in accordance with the practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data.

    Health & Safety:

    The post-holder will assistin promoting and maintaining their own and others health safety and securityas defined in the practice Health & Safety Policy, to include

  • Using personal security systems within the workplace according to practice guidelines.
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
  • Making effective use of training to update knowledge and skills.
  • Using appropriate infection control procedures maintaining work areas in a tidy and safe way and free from hazards.
  • Reporting potential risks identified
  • Equality and Diversity

    The post-holder will supportthe equality and diversity and rights of patients, carers and colleagues toinclude:

  • Acting in a way that recognizes the importance of peoples rights interpreting them in a way that is consistent with practice procedures and policies and current legislation.
  • Respecting the privacy dignity needs and beliefs of patients, carers and colleagues.
  • Behaving in a manner which is welcoming to and of the individual is non-judgmental and respects their circumstances feeling priorities and rights.
  • Personal /ProfessionalDevelopment:

    The post-holder willparticipate in any training programme implemented by the practice as part ofthis employment such training to include:

  • Participation in an annual individual performance review including taking responsibility for maintaining a record of own personal and or professional development.
  • Taking responsibility for own development learning and performance and demonstrating skills and activities to others who are undertaking similar work.
  • Quality:

    The post-holder will striveto maintain quality within the practice and will;

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions either directly or under supervision.
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
  • Work effectively with individuals in other agencies to meet patients needs.
  • Effectively manage own time, workload and resources.
  • Communication:

    The post-holder shouldrecognize the importance of effective communication within the team and willstrive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers.
  • Recognise peoples needs for alternative methods of communication and respond accordingly.
  • Contribution to theImplementation of Services:

    The post-holder will:

  • Apply practice policies standards and guidance
  • Discuss with other members of the team how the policies standards and guidelines will affect own work.
  • Participate in audit where appropriate.
  • Job description

    Job responsibilities

    Job purpose

    To support the Partners andPractice Director in delivering the Vision, Mission and Values of the Bromleyby Bow Health partnership.

    Job Summary

    To be the front face of theorganisation and provide outstanding service to patients.

    In particular to haveresponsibility for

  • Contact withpatients in reception, through phones or via digital means

  • Care of patients

  • Engagement withpatients

  • Administration

  • Continuity ofcare

    The post holder occupies aparticular position of responsibility and trust, as they have access tosensitive patient, staff and business information. The post holder should haveexcellent organisational skills and have the ability to work as part of a teamand also on their own initiative.

  • Core Tasks and functions

    Contact with patients

  • Provide anexcellent first experience of the service by a professional and welcomingmanner whenever in contact with patients in person, on the phone or throughelectronic communication

  • Provide anexcellent experience of the surgery by maintaining the waiting area to a highstandard and ensuring that all information materials on display are relevant,accessible and up to date

    Care of patients

  • Process requestsfor repeat prescriptions according to practice guidelines

  • Bookinterpreter/advocates as requested

  • If possibleassist with interpreting as necessary

  • Process requestsfor patient transport

  • Deal with patientsamples in a clinically safe manner

  • Ensure thatmeasures to promote and maintain high levels of hygiene and control of clinicalinfection are in place

    Engagement withpatients

  • Encouragepatients to engage with the practice through making comments and suggestions

  • Actively promotethe patient questionnaire and other ways of getting patient feedback

    Administration

  • To be a firstpoint of contact for patients requiring general information relating to thepractice, procedures, registration finance etc

  • Post should beopened, stamped, and sorted to the appropriate persons and distributed to theappropriate site daily, in a timely manner.

  • Deliveries shouldbe received, signed for and stored appropriately

  • Notes should bemade up and stored appropriately

  • Fees for non-NHSservices should be received and appropriately recorded

  • Filing, scanningand retrieval of paperwork

  • Registrations anddeductions

  • Informationentered on the clinical system should be clear and accurate.

  • To providegeneral administrative support as required

    Continuity of care

  • Handle the appointment system actively to provide, as far as possible,continuity of care with the same clinician

  • While handling appointment requests with sensitivity promote selfmanagement as far as possible and maintain a balance between routine and sameday appointments

  • Signpost patients to appropriate alternative sources of advice andsupport

  • Take messages from patients with accuracy and pass on to appropriateperson as soon as possible;

  • Deal with patient correspondence accurately and in a timely manner

  • Schedulingpatient treatments or other procedures.

  • Ensure recordsare available and complete prior to patient visits

  • Ensure documentsforms and consents are completed prior to, and after treatments

  • Coordination ofreminder procedures

    Participate in meetings and learning

  • Play an activerole in team meetings and make every effort to build team working

  • Be responsiblefor your own learning and development

    Flexibility

    Provide cover for members ofthe team during episodes of sickness or annual leave. Be prepared to be flexible, and work at othersites. You should be able to respond flexibly and positively to changes in therequirements of this post. This job description is therefore a guide to thelevel and range of responsibilities the post holder will be expected toundertake initially, and the duties of the post may be altered from time totime to meet the changing demands.

    The post holder will beexpected to undertake additional duties as the requirements of the postchanges. Be prepared to undertake any additional duties as directed by yourline manager or senior managers.

  • General requirements

    Confidentiality:

  • In the course of seeking treatment patients entrust uswith or allow us to gather sensitive information in relation to their healthand other matters. They do so in confidence and have the right to expect thatstaff will respect their privacy and act appropriately.

  • In the performance of the duties outlined in this JobDescription the post-holder may have access to confidential informationrelating to patients and their carers, practice staff and other healthcareworkers. They may also have access to information relating to the practice as abusiness organisation. All such information from any source is to be regardedas STRICTLY CONFIDENTIAL.

  • Information relating to patients, carers colleaguesother healthcare workers or the business of the practice may only be divulgedto authorised persons in accordance with the practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data.

    Health & Safety:

    The post-holder will assistin promoting and maintaining their own and others health safety and securityas defined in the practice Health & Safety Policy, to include

  • Using personal security systems within the workplace according to practice guidelines.
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
  • Making effective use of training to update knowledge and skills.
  • Using appropriate infection control procedures maintaining work areas in a tidy and safe way and free from hazards.
  • Reporting potential risks identified
  • Equality and Diversity

    The post-holder will supportthe equality and diversity and rights of patients, carers and colleagues toinclude:

  • Acting in a way that recognizes the importance of peoples rights interpreting them in a way that is consistent with practice procedures and policies and current legislation.
  • Respecting the privacy dignity needs and beliefs of patients, carers and colleagues.
  • Behaving in a manner which is welcoming to and of the individual is non-judgmental and respects their circumstances feeling priorities and rights.
  • Personal /ProfessionalDevelopment:

    The post-holder willparticipate in any training programme implemented by the practice as part ofthis employment such training to include:

  • Participation in an annual individual performance review including taking responsibility for maintaining a record of own personal and or professional development.
  • Taking responsibility for own development learning and performance and demonstrating skills and activities to others who are undertaking similar work.
  • Quality:

    The post-holder will striveto maintain quality within the practice and will;

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions either directly or under supervision.
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
  • Work effectively with individuals in other agencies to meet patients needs.
  • Effectively manage own time, workload and resources.
  • Communication:

    The post-holder shouldrecognize the importance of effective communication within the team and willstrive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers.
  • Recognise peoples needs for alternative methods of communication and respond accordingly.
  • Contribution to theImplementation of Services:

    The post-holder will:

  • Apply practice policies standards and guidance
  • Discuss with other members of the team how the policies standards and guidelines will affect own work.
  • Participate in audit where appropriate.
  • Person Specification

    Qualifications

    Essential

  • GCSE level A to C in English and Maths
  • Desirable

  • Customer Care training
  • Experience

    Essential

  • Minimum of 6 months working directly with members of the public in a busy customer care environment.
  • Experience of answering telephone calls in a high call volume environment
  • Experience of working as part of a team
  • Desirable

  • Experience of working in a GP Practice
  • Person Specification

    Qualifications

    Essential

  • GCSE level A to C in English and Maths
  • Desirable

  • Customer Care training
  • Experience

    Essential

  • Minimum of 6 months working directly with members of the public in a busy customer care environment.
  • Experience of answering telephone calls in a high call volume environment
  • Experience of working as part of a team
  • Desirable

  • Experience of working in a GP Practice
  • 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.

    Additional information

    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.