About this role
Job summary
As a Non-Clinical Allocator you will work as part of a multidisciplinary team to coordinate and facilitate effective communication with patients and carers, ensuring timely and appropriate responses to non-urgent healthcare needs.
Main duties of the job
Please see attached job description and person spec for full details
Be the first point of contact for patients making clinical and non-clinical requests through the Middlewood PATCHS online consultation system.
Review the GP triage inbox throughout each working day.
Review clinically triaged patient requests received via the online consultation platform.
Allocate requests to the appropriate clinician, team or service.
Monitor worklists and ensure requests are made within agreed timescales.
Support patient navigation to the MDT
Signpost patients to NHS, community and self-care services where appropriate
Assess non-urgent patient requests using agreed practice protocols and care navigation pathways.
Ensure patient safety by following agreed clinical triage and escalation processes.
Redirect requests that do not require GP intervention to the most appropriate healthcare professional, practice team or external service.
Allocate requests appropriately within PATCHS and the clinical system
Escalate urgent or clinically concerning requests immediately to the on call GP or appropriate clinician.
Contribute to both episodic and long term continuity of patient care through effective care navigation.
Ensure requests that do not require clinical intervention are redirected to the appropriate administrative or support service.
About us
The Middlewood Partnership is a GP Practice and Primary Care Network of 34,500 patients, established in April 2019. We operate from 4 sites across Bollington, Disley and Poynton and we are looking for an enthusiastic individual who shares our values and has the energy and skills contribute to shaping how we deliver care for the future, to join the Middlewood Partnership as aNon-Clinical Allocator
Job description Job responsibilities
Please refer to attached job description for full details
Main Duties and Responsibilities
GP Triage and Care Navigation.
Be the first point of contact for patients making clinical and non-clinical requests through the Middlewood PATCHS online consultation system.
Review the GP triage inbox throughout each working day.
Review clinically triaged patient requests received via the online consultation platform.
Allocate requests to the appropriate clinician, team or service.
Monitor worklists and ensure requests are made within agreed timescales.
Support patient navigation to the MDT including GPs, ANPs, Practice Nurses, HCAs, Pharmacists, Physiotherapists, Mental Health Practitioners and Social Prescribers.
Signpost patients to NHS, community and self-care services where appropriate
Assess non-urgent patient requests using agreed practice protocols and care navigation pathways.
Ensure patient safety by following agreed clinical triage and escalation processes.
Redirect requests that do not require GP intervention to the most appropriate healthcare professional, practice team or external service.
Allocate requests appropriately within PATCHS and the clinical system, ensuring they are directed to the correct inbox for action.
Escalate urgent or clinically concerning requests immediately to the on call GP or appropriate clinician.
Contribute to both episodic and long term continuity of patient care through effective care navigation.
Ensure requests that do not require clinical intervention are redirected to the appropriate administrative or support service.
Patient Communication
Use effective questioning, active listening and professional judgement to establish patients' needs.
Communicate with empathy, professionalism and sensitivity, including during difficult or emotive conversations.
Use advanced communication, negotiation and de-escalation skills when managing distressed or challenging patients.
Communicate effectively with patients, carers, clinicians and all members of the practice team.
Recognise when patients require alternative methods of communication and respond appropriately.
Clinical Systems and Record Keeping
Record patient information accurately within EMIS Web and PATCHS.
Redirect and allocate requests to internal PATCHS inboxes and clinical teams.
Ensure all actions taken are fully documented and auditable.
Understand and use all practice clinical systems in accordance with agreed protocols.
Support implementation of improvements to clinical systems and workflows.
Identify opportunities to improve efficiency within the GP triage process.
Service Improvement
Maintain an up-to-date knowledge of practice policies, local referral pathways and NHS services.
Actively contribute ideas that improve patient access and operational efficiency.
Participate in audits, quality improvement initiatives and service development.
Monitor personal performance, productivity and adherence to agreed processes.
Person Specification
Qualifications Essential
Good standard of education with excellent literacy and numeracy skills
Experience Essential
Experience working in General Practice clinical or non-clinical, Primary Care or another NHS setting. Experience using EMIS Web. Experience using PATCHS or similar online consultation systems.
Desirable
Previous Care Navigator or Care Coordinator experience. Knowledge of local NHS services and referral pathways. Experience of workflow optimisation or GP triage. NVQ level 3 in health and social care or equivalent.
Skills and Aptitude Essential
Excellent communication skills and customer service skills Ability to assess requests using agreed protocols. Good IT skills Excellent organisational skills and attention to detail. Ability to prioritise workload and work independently. Understanding of confidentiality, safeguarding and Information Governance
Aptitude Essential
Calm and professional. Patient-focused. Excellent judgement. Flexible and adaptable. Team player. Positive approach to change. Committed to continuous improvement.
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 The Middlewood Partnership
Address Priorslegh Medical Centre
Off Park Lane
Poynton
Cheshire
SK12 1GP
United Kingdom
Employer's website https://middlewoodpartnership.co.uk/ (Opens in a new tab)