Clinical Support Assistant - London, United Kingdom - Thurleigh Road Practice

Description

Job Title
Clinical support assistant/care coordinator


Hours per week

37.5 hours per week (Monday - Friday)
Thurleigh Road Practice is a large GP surgery operating from a purpose-built premises in SW12. We provide primary medical services to our 14,500 patients between 08.00 to 19.30 Monday to Friday.

We are offering an exciting opportunity for the right applicant to join our practice reception/admin team working 37.5 hours per week Monday to Friday.

We are looking for an enthusiastic, positive and self-motivated individual who can work both independently and as part of our growing team.

The role offers a broad range of development and career opportunities as your skills and knowledge of our practice grows.

The role is a crucial part of the surgery and for many patients and external services, they are a key contact within the practice, delivering high-quality patient care.

Duties will include supporting our most complex and vulnerable patients, working closely with clinicians, the PCN Social Prescriber, link workers, council and voluntary services and community organisations to ensure health care planning is timely, efficient and patient-centered.

This will involve coordinating appointments and looking at patient's non-medical needs to prevent avoidable hospital admissions and support their personalised care requirements.

The Role plays an important part in quality improvement for the overall practice population by supporting the practice with a clinical safety net, health promotion and call/recall systems.

Job Summary

To provide high quality customer care to all our patients, comprehensive and safe patient services including all relevant duties and responsibilities, together with administrative and communications support to all members of the practice team.

Responsibilities:

The main responsibility of all staff is to provide an efficient and always courteous service to our patients and visitors and to assist the partners and other staff of the surgery to provide high quality medical care.

Details of these duties are detailed below.

These should not be seen as exhaustive as all reception staff are required to have a flexible approach and willing to adapt their duties and times of work in line with the workload, staff numbers and other demands on the practice that will vary from time to time.

Duties
Be the first point of contact for our most vulnerable and complex patients.

Liaise with vulnerable patients and their families and carers to organise reviews of patients with particular conditions including learning disabilities, ECP, mental illness and dementia.

Liaise with secondary care, community services, social care and other services to coordinate the care of complex patients e.g. those who are care managed/frequent attenders/housebound/disabled.

Help to coordinate community care agents, secondary care and hospital transport (as above) as well as identifying patients who frequently do not attend appointments.

To support management in ensuring the practice QOF, PACT and enhanced service checks are completed by undertaking proactive "call and recall" processes in line with practice procedure.

Dealing with daily intake of patient queries regarding Prescription requests, test results, other non-clinical queries.

Monitor the arrival of patients, supervise the waiting areas and ensure patients and visitors are safe and moving through the practice at the correct speed.

Ensure the reception and waiting areas are tidy and presentable at all times.

Arrange appointments for patients based on the information they provide, using the practice computer system and following practice protocols.

Deal safely and appropriately with messages received to and from doctors, other staff members and patients and ensure everything is either noted, handed on and/or completed accurately, competently and professionally without exception.

Provide a level of customer service and communication - both verbal and written - to resolve issues for patients and avoid confrontation.

Recognise when to escalate a situation - or when one might be developing - where intervention by a relevant colleague is necessary to defuse/resolve customer service/patient issues.

Personal qualities required
The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with all team members.
• Communicate effectively with patients and carers.
• Recognise people's needs for alternative methods of communication and respond accordingly.
• Communicate on a proactive basis, as well as a responsive basis.

Be resourceful and resilient. Work flexibly in recognising, understanding and dealing with conflicting demands and stressful situations.

Work as a member of a team - be able to both give and receive help and support.

Punctuality - being completely ready to commence work at the agreed start time.

Attention to detail throughout for eve