About this role
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: 15 Hours per week
Monday 1:30pm-6:30pm, Thursday 1:30pm-6:30pm, Friday 1:45pm-6:45pm
Salary: Dependant on experience
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. 6,900 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.
Confidentiality
In the course of your duties, you may have access to sensitive information relating to patients, their carers, and practice staff. This information is provided in confidence, and it is your responsibility to ensure that such data is protected and handled with the utmost discretion. You must not disclose any information to unauthorised persons unless it is necessary as part of your role and in accordance with practice policies.
Patient Information: All information relating to patients and their care is confidential and must not be disclosed to third parties without the patients consent, except in specific circumstances where there is a legal or professional obligation to do so.
Staff and Business Information: Information regarding practice staff and the business operations of the practice must also be treated as confidential.
GDPR Compliance: You must adhere to the General Data Protection Regulation (GDPR) and other relevant laws governing the use of personal data. Any breaches of confidentiality may lead to disciplinary action, up to and including dismissal.
Health and Safety
You have a personal responsibility to promote and maintain your own health and safety, as well as the health and safety of others within the practice. You are required to familiarise yourself with and follow the practices health and safety policies and procedures.
Risk Management: Identify and manage risks associated with your work activities, ensuring that these are undertaken in a safe manner.
Incident Reporting: Promptly report any accidents, incidents, or near misses to your line manager, and participate in any subsequent investigations or remedial actions.
Workplace Safety: Use all equipment, tools, and materials safely and appropriately, and ensure that work areas are kept tidy, clean, and free from hazards.
Infection Control: Adhere to infection control procedures to prevent the spread of illnesses and infections within the practice, ensuring a safe environment for both staff and patients.
Equality and Diversity
We are committed to creating an inclusive environment where all individuals are treated with respect and dignity. We value the diverse backgrounds, perspectives, and skills that each person brings to the practice and strive to foster a workplace that is free from discrimination.
Respect for All: Treat all patients, carers, and colleagues with respect, regardless of their age, gender, race, ethnicity, disability, sexual orientation, religion, or any other characteristic protected by law.
Non-Discrimination: Ensure that your actions and decisions are free from any form of discrimination and promote equality of opportunity for all.
Inclusive Practice: Actively support and contribute to the development of an inclusive culture within the practice by challenging discriminatory behaviour and promoting positive attitudes.
Legal Compliance: Adhere to all relevant equality and diversity legislation, including the Equality Act 2010, and follow practice policies designed to promote diversity and inclusion.
Premises
The company has a no smoking policy throughout its premises, including buildings and grounds.
Professional Conduct
Staff are expected to adhere to the following guidelines regarding uniform and professional behaviour:
Uniform Standards: All staff members must wear the designated uniform while working. Uniforms should be clean, neat, and presentable always. Any additional items, such as name badges, must be worn as required by the practice.
Footwear: Shoes should be practical, comfortable, and in line with health and safety requirements, providing both support and a professional appearance.
Jewellery and Accessories: For safety and hygiene reasons, the wearing of excessive jewellery or accessories is discouraged. Only minimal, non-dangling jewellery is permitted during working hours.
Behaviour and Conduct: All staff are expected to behave in a manner that upholds the dignity and respect of the practice. This includes being courteous and respectful to patients, visitors, and colleagues always, and maintaining a calm and professional demeanour, even in challenging situations.
Training and Supervision
Our practice prides itself on being a training practice and is dedicated to supporting the development of current and future health professionals. As such, staff are expected to actively participate in the guidance, training, and supervision of both junior members of staff and primary care placement students when necessary.
The above list of duties is not exhaustive and may include additional tasks and responsibilities as required by the needs of the practice.
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)