PRIMARY DUTIES & AREAS OF RESPONSIBILITY

• 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.

·         Comply with the Corporate Governance structure in keeping with the principles and standards set out by the Trust. The post holder would be trained on the job through a combination of instruction and practice and by attending Patient Case note, Information Governance and iPM training

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

·         To ensure that a firm understanding is obtained of all administration processes and APN’s and be able to work to this level

·         To compile and sort patient clinic attendance sheets and be responsible for checking that the clinic notes have been received into Reception

·         To receive and welcome patients and relatives to the department and direct to the waiting area

·         To ensure the In Touch system is kept up to date for when patients arrive using the Self Check In kiosks and encourage patients to use the Self Check In kiosk

·         To ensure the patient’s details are up to date on both the computer system and update front sheets and labels of the Health Record folder, as necessary

·         To admit and discharge patients who are attending for minor operations, adding the appropriate procedure code where necessary

·         To ensure that patients not eligible for free NHS treatment complete the appropriate process, e.g. overseas visitors

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

·         To add patients to the follow up waiting list if an e-outcome waiting list hasn’t been generated

·         In compliance with the Access Policy for Planned Care Services, ensure all follow up appointments and follow up waiting list entries have the relevant RTT code added to iPM

·         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, where appropriate

·         To make appointments within six weeks according to the clinician’s requirements and booking rules

·         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’

·         To chase up any DNA/Outcome forms during each session, to ensure that data is recorded on iPM correctly in accordance with the Access Policy for Planned Care Services

·         To deal with telephone and verbal enquiries from patients, relatives, clinicians, other departments and GP Practices in a courteous manner, seeking advice when required

·         To assist patients with any queries relating to patient hospital transport

·         To promote the Friends and Family survey to patients

·         To ensure that any loose documents are filed in the appropriate section of patient case notes, and to tidy and repair any damaged patient case notes if necessary

·         To trace patient case notes in and out of the department

·         To manage patients notes within the department, transferring notes from Boxes to trolleys for Clinics and back again.

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

·         To assist in informal training by showing other members of staff, NVQ’s and NHSP staff, the job as requested

·         Provide support to other Outpatient Reception areas within the Trauma, Orthopaedic & Rheumatology Service Line in the event of sickness, annual leave or vacancies, staffing levels permitting

·         To provide administrative support alongside the nursing team when the needs of the service requires this

·         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 who may be anxious, angry or upset

COMMUNICATIONS & WORKING RELATIONSHIPS

·         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, and prepping and appointments staff.

·         To work collaboratively within a team.

·         Reception hours are between 0800-1800, therefore there is a requirement that you are able to work between these times.  In addition to this there may be potential for your shifts to be spread over 7 working days in the future.

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:

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

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

• 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.

• Attend statutory, essential and mandatory training.  

• Respect the confidentiality of all matters relating

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

• 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. 

• 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.

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

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

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

• 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.

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.