About this role
Job summary
Act as the practice point of contact to coordinate patient care, manage queries, ensure timely follow-up on external communications, and organise appointments and actions to support high-quality, compassionate care.
Main duties of the job
To provide a practice point of contact for patients in coordinating their care
To ensure timely follow up and action for patients from communications from community or secondary care
To deal with incoming queries from patients and other healthcare providers
To organise in practice appointments, follow ups or other actions to help the PCN practices provide high quality, compassionate care to our patient population
About us
East Croydon Medical Centre is centrally located in the fast developing town of Croydon with its many transport links.
The practice care for 26,000 patients from a diverse population.
We are a large, hardworking General Practice with a multi-disciplinary Team which includes Pharmacists, Practice Nurses, Healthcare Assistants, Physician Associates, GPs, along with a supportive and experienced administrative Team. We enjoy and feel positive about modern General Practice but also strive to ensure a healthy home/work balance. We are active members of our Primary Care Network and support the ethos behind this.
Job description Job responsibilities
Key responsibilities:
Deal with incoming queries directly from patients
Assist with signposting patients to appropriate community or local services, alongside social prescribers
Act on communications from hospitals or community providers
Book follow up appointments, tests or other reviews
Pro-actively ensure patients are booked in for chronic disease management appointments
Assist with and ensure patients participate in local or national screening programmes
Promote health education to our patient population, such as through participation in self-care week
Pro-actively ensure patients take up vaccination opportunities such as flu, shingles or childhood immunisations
Refer patients to in the house social prescribers to assist with their care
Participate in practice MDT meetings and organise practice actions or follow ups
Demonstrate the ability to recognise and respond appropriately when faced with a sudden deterioration or emergency situation, alerting the team or enabling a rapid response.
Organise and prioritise own workload
Monitor tasks to ensure they are completed and care delivered through regular audit of the clinical system
Directly liaise with multi-agencies to coordinate care for patients
Support patients and carers and collect feedback on their experiences
Work collaboratively with other care coordinators across the PCN to share best practice
Support the PCN practices to deliver on, QOF, KPIs and locally commissioned enhanced services
To update and maintain accurate patient medication records on the practice clinical computer system, including advice given and action taken
Work collaboratively with the PCN team
Develop relationships and work closely with community, hospital and the wider health system
Participate in practice meetings, patient participation groups and other meetings to improve engagement with the role
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety
The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):
Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business
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 across the business
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed
Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues; acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. All employees must respect the privacy, dignity, needs and beliefs of patients, carers and colleagues and behave in a manner which is welcoming to and of the individual, is non judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this 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 strive to 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 should recognise the importance of effective communication within the team and will strive 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 the Implementation 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
Experience Essential
Demonstrable experience of working with patients Experience of partnership/ collaborative working and of building relationships across a variety of organisations Working in a multi disciplinary setting where influence and negotiation is required
Desirable
Experience of working with or in general practice Experience of working with healthcare professionals and or previous experience in the NHS or social care or relevant field (including unpaid work)
Knowledge Essential
Good knowledge of MS Office and Outlook Understanding of local health services
Desirable
Knowledge/familiarity with medical terminology Knowledge of EMIS Web clinical system
Qualifications Essential
GCSE level maths and English or equivalent Demonstrable commitment to professional and personal development
Desirable
NVQ Level 2 Business Administration (or relevant experience)
Skills Essential
Ability to work in team or on own Accurate and detail-oriented Ability to work under pressure Excellent communication skills, both written and oral Effective time management Ability to work as a team member or autonomously
Other requirements Essential
Able to observe code of confidentiality Self-motivated, able to work autonomously and independently with confidence when required Exercise initiative, flexibility and tact and self-awareness
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 East Croydon Medical Centre
Address 59 Addiscombe Road
Croydon
CR0 6SD
United Kingdom
Employer's website https://www.eastcroydonmc.co.uk/ (Opens in a new tab)