Patient Advisor @ Downing Drive Surgery

Job summary

Patient Advisor @ Downing Drive Surgery

Downing Drive Surgery is looking for a Patient Advisor to join their workforce on a part-time basis! We are looking for someone who is highly motivated, organised and has a positive can-do attitude. Please see attached the Job Descriptionfor more information on the position

Hours: Approx. 18

Main duties of the job

• Provide a professional and welcoming first point of contact for patients and visitors, managing appointments, registrations, enquiries, and supporting the AccuRx Total Triage system.
• Maintain accurate patient records and manage correspondence in line with practice procedures, GDPR, and NHS requirements.
• Provide administrative support to clinicians, including managing tasks, recalls, schedules, and acting as a Personal Assistant (PA) to designated doctors when required.
• Use and support practice IT systems, ensuring efficient service delivery and accurate data management.
• Work collaboratively with the wider practice team, handling patient feedback professionally and participating in meetings and training.
• Ensure the premises are secure, clean, and compliant with health and safety requirements.
• Undertake ongoing training and professional development to maintain knowledge of practice systems, procedures, and healthcare services.

About us

Downing Drive Surgery is a well-established GP practice, based in the heart of Evington, Leicester (LE5 6LP), serving approx. 7,100 patients. We use SystmOne as our clinical system and allocate a named GP to every patient to ensure continuity of care for patients. We pride ourselves on delivering compassionate, holistic healthcare that meets the need of every individual. In addition to our clinical expertise, Downing Drive Surgery is a GP Training Practice, hosting GP Registrars, and medical students. We are always looking for ways to improve the way we work and the care we provide. We encourage staff to be proactive, share ideas, and get involved in making positive changes at the practice.

Job description

Job responsibilities

The Patient Advisor plays a crucial role in ensuring the smooth operation of the GP practice by being the first point of contact for patients, providing a high level of customer service, and supporting clinical and administrative teams. This role involves managing patient enquiries, appointments, signposting and records with efficiency and confidentiality. Patient Advisors must be compassionate, organised, and proactive individuals who can manage a dynamic workload and provide a welcoming environment for all patients.

Key Responsibilities

1. Patient Interaction

• Greet and assist patients and other visitors upon arrival at the practice, ensuring a welcoming and professional environment.
• Answer phone calls, directing enquiries to the appropriate healthcare professional or staff member.
• Support patients by helping them to complete the online AccuRx Total Triage Form to help request an appointment.
• Help to reschedule and cancel appointments.
• Provide patients with information on services offered by the practice.
• Process new patient registrations.
• Provide basic information about health services, including screening programmes, flu vaccinations and general practice policies.
• Support the Practice AccuRx Total Triage system by fulfilling the role of AccuRx Administrator when allocated on the rotational rota.

2. Administrative Duties

• Maintain accurate and up-to-date patient records in accordance with practice protocols and GDPR regulations.
• Input patient information, test results, and other relevant data into the electronic health record system (SystmOne).
• Manage incoming and outgoing correspondence, including emails and letters, ensuring timely communication with patients and other healthcare providers.
• Monitor office supplies, including forms, stationery, and other necessary items.
• Keeping up to date with latest technologies used within the practice i.e., AccuRx, website, emails, NHS App and use as per practice protocols.
• Be assigned as a Personal Assistant (PA) to a specific doctor, providing administrative support including managing tasks, recalls, and other routine and urgent duties as directed by the doctor. Serve as a backup for another PA when necessary, ensuring continuity of care and support. Collaborate closely with the assigned doctor to ensure all tasks are completed efficiently and in a timely manner.

3. Operational Support

• Assist doctors, nurses, and other healthcare professionals with administrative tasks, such as preparing documents, organising patient lists, and managing clinic schedules.
• Ensure that all patient interactions and administrative processes comply with NHS policies, health and safety regulations, and practice protocols.
• Use and troubleshoot practice IT systems and software, ensuring smooth operation and minimal disruption to service delivery.
• Always maintain patient confidentiality, adhering to GDPR and Caldicott principles.

4. Communication and Collaboration

• Work collaboratively with other receptionists, administrative staff, and healthcare professionals to ensure the effective delivery of services.
• Handle patient feedback, complaints, and concerns with empathy and efficiency, escalating issues to the Practice Manager when necessary.
• Attend regular team meetings and training sessions to stay informed about practice developments, updates in policies, and ongoing professional development.

5. Premises

• To open and lock the premises and know the correct procedures for securing the building.
• Ensure consulting rooms are cleared and locked after each surgery, ready for the cleaners.
• Ensure reception waiting area and corridors are always clean and clear.
• To report any necessary Health and Safety issues.

6. Training

• Undertake training as directed by your supervisors or managers.
• Attending primary care health meetings, reception team meetings, and Protected Learning Time (PLT) meetings when required.

The duties and responsibilities to be undertaken by members of the reception team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the practice, dependent on current and evolving practice workload and staffing levels.

Person Specification

Qualifications

Essential

• GCSEs or equivalent qualifications, including English and Maths

Desirable

• Previous experience working in a GP surgery or other healthcare environment.
• Familiarity with IT systems, including Microsoft Office and patient management systems (e.g., SystmOne)

Experience

Essential

• Excellent written and verbal communication skills
• Effective organisational skills, with ability to manage a dynamic workload and prioritise tasks.

Desirable

• Strong IT skills

Other

Essential

• Ability to work as a team member and autonomously
• Ability to work under pressure / in stressful situations

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

Downing Drive Surgery

Address

155 Downing Drive

Evington

Leicester

LE5 6LP

United Kingdom

Employer's website

https://www.downingdrivesurgery.nhs.uk/ (Opens in a new tab)