PRIMARY DUTIES & AREAS OF RESPONSIBILITY

1.      The post holder would be trained on the job through a combination of instruction and practice and by attending Patient Casenote, Information Governance, iPM and Medisoft training.

2.      To ensure that a clear understanding is obtained surrounding data quality and data protection and be able to work to this guidance.

3.      To ensure that a firm understanding is obtained of all administration processes in the Referral to Treatment Access policy and APN’s (Administration Procedure Notes) and be able to work to this level.  (In house manuals are available for reference).

4.      To compile and sort patient clinic attendance sheets and be responsible for checking that clinics have been received into Reception.

5.      To receive and welcome patients and relatives to the department and direct to appropriate waiting area.

6.      To ensure the In Touch system is kept up to date for when patients arrive using the Self Check In Kiosks in the reception areas.

7.      The post holder would have direct patient contact and therefore may come into contact with unpleasant working conditions, due to patients being ill or injured.  The post holder would also need empathy and tact to deal with patients that may be anxious, angry or upset.

8.      To ensure the patient’s details are up to date on both the computer system and update front sheet and labels of Health Record Folder notes as necessary.

9.      To admit and discharge patients who are attending for minor or day case operations adding the appropriate procedure code where necessary.

10.   To ensure that patients not eligible for treatment in the hospital complete the appropriate process e.g. overseas visitors.

11.   To endeavour to accommodate follow up patients that arrive without an appointment that request to be seen once agreed with nurses/clinician.  If patient has not been referred into the hospital advise patient to see their GP.

12.   To make follow up appointments within six weeks according to the consultant requirements and clinic booking rules.

13.   To add patients to the follow up waiting list when the appointment is needed over six weeks.

14.   In compliance with the Referral to Treatment Access Policy ensure all follow up appointments and follow up waiting list entries have the relevant RTT code added to iPM.

15.   To record the appointment outcome onto iPM system within 24 hours of appointment and input procedure code for the procedure that has taken place during the patient’s consultation.

16.   To refresh iPM ‘Day Clinic View’ regularly to identify any missing outcomes.  This needs to be completed several times a session to ensure each clinic is ‘Cashed up’.

17.   To chase any DNA/Outcome forms during each session to ensure that data is recorded on iPM correctly in accordance with the Referral to Treatment Access Policy.

18.   To deal with telephone and verbal enquiries from patients, relatives, consultants, other departments and GP practices in a courteous manner, seeking advice when required.

19.   Adding patients to Consultants Inpatient/Daycase waiting lists as identified on the completed outcome form, including procedure, theatre time, RTT code and length of stay as agreed.

20.   To assist patients with any queries relating to Hospital Transport.

21.   To request and prepare patient notes when required and ensure completed in appropriate timeliness.

22.   Tracing in and out all patient casenotes within the department.

23.   To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged patient casenotes.

24.   To ensure that an individual performance review is obtained from the supervising line manager on an annual basis. 

25.   To assist in informal training by showing other members of staff, locums or NVQ students the job as requested.

26.   Provide support to other admin areas within the Royal Eye Infirmary in the event of sickness, annual leave or vacancies.

27.   To provide administrative support alongside the nursing team when the needs of the service require this.

28.   To answer the Urgent Care phone obtaining the patient information & liaising with the Triage Nurse ensuring the appointment details are recorded/updated on IPM.

29.   To prepare patient packs for use in Urgent care.

30.   To upload Urgent Care information on Medisoft.

31.   To ‘Meet and Greet’ patients as and when required.

32.   Reception hours range between 07:00 to 18:00 Mon–Fri,  08:00 to 16:00 Sat,   08:00 to 13:00 Sun and Bank Holidays which are covered on a rota basis.

COMMUNICATIONS & WORKING RELATIONSHIPS

¨        To follow the Trust reception script and checklist when working in Reception areas.

¨        To be polite, understanding and courteous when dealing with patients.  To ensure patient is kept fully informed of any issues affecting their clinic appointment. 

¨        To ensure that a good relationship is maintained with all departments throughout the hospital, in particular that a close working relationship is maintained with clinicians, nursing, prepping and appointments staff. 

¨        To work collaboratively within a team.

OTHER

          Confidentiality

¨        Matters of a confidential nature with which your work brings you into contact, particularly information relating to the diagnosis and/or treatment of patients individual staff records, information regarding contracts, tenders etc. may not be divulged without the authority to do so, disciplinary action will be taken for any breach of confidentiality.

All Job Holders are required to…  

33.   Work to the Trust values - Put patients first, Take ownership, Respect others, Be positive, Listen, learn and improve.

34.   Adhere to Trust policies and procedures, e.g. Health and Safety at Work, Equal Opportunities etc.

35.   Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.

36.   Attend statutory, essential and mandatory training.  

37.   Respect the confidentiality of all matters relating to their employment and other members of staff. All members of staff are required to comply with the requirements of the Data Protection Act 1998.

38.   Comply with the Corporate Governance structure in keeping with the principles and standards set out by the Trust.

39.   Comply with the codes of professional conduct set out by the professional body of which registration is required for the post.

40.   Ensure they are familiar with the Risk Management Framework, follow policies, procedures and safe systems of work, make known any hazards or risks that they identify and take all necessary actions to reduce risk. 

41.   Ensure the welfare and safety of children within their care. This includes staff who come into contact with children and families in the course of their work as well as those staff who have a specific role with children and families.

42. Ensure they attend Child Protection training at the appropriate level within the specified time frame.

43. Staff must comply with Safeguarding Policies and Procedures in order to promote safeguarding and prevent abuse to vulnerable people using Trust services.

44.   Maintain the prevention and control of infection and fully comply with all current Trust Infection Control policies and procedures.

45.   Take responsibility for any records that they create or use in the course of their duties, in line with the Public Records Act and be aware that any records created by an employee of the NHS are public records and may be subject to both legal and professional obligations.

All Managers are responsible for…

46.   Assessing risks and implementing the necessary actions to minimise these risks within their sphere of responsibility.  They must also enable staff to attend the relevant statutory and essential training.

47.   Managing attendance in accordance with the Trusts Attendance Management Policy.

All Heads of Departments are responsible for…

48.   Ensuring all necessary risk assessments are carried out within their division, Service Line or department in liaison with relevant sources of specialist support and expertise within the Trust.  They must also ensure that the risk management process is completed appropriately.

Note

This job description is neither definitive nor exhaustive and is not intended to be totally comprehensive. It may be reviewed in the light of changing circumstances following consultation with the post holder. This job description is to be read in conjunction with all current Plymouth Hospitals NHS Trust policies, procedures & guidelines.