JOB DESCRIPTION

1.  JOB DETAILS
SERVICE / NHS Orkney
SERVICE DIRECTORATE/DEPARTMENT / Primary Care
JOB TITLE / Relief Isles Practice Administrator
BAND / 3
LOCATION / Orcades Practice, Stronsay Branch
MANAGER / INOC Practice Manager
ACOUNTABLE TO / INOC Practice Manager
2. JOB PURPOSE
To ensure the smooth and efficient operation of Stronsay Practice. Employees will be required to perform a wide range of administrative tasks with minimum supervision.
3. ORGANISATIONAL POSITION (Chart)s

4. SCOPE AND RANGE
To be an efficient and conscientious member of the primary care team.
To carry out the duties required in a responsible way without constant supervision.
To maintain a good liaison with patients and staff and ensure patient confidentiality at all times.
To organise the day to day operation of the practice on behalf of NHS Orkney in a safe and
cost effective manner
To display enthusiasm and willingness to undergo training as and when required.
To cover for all leave, sickness and other leave of the other Receptionist / Dispenser as required
5. MAIN DUTIES/RESPONSIBILITIES
RECEPTION DESK DUTIES
To act as the main point of contact for all NHS Orkney staff and patients. This contact can
be by various forms of communication i.e. in person, by telephone, fax or email etc.
Provide a friendly and supportive service
Arrange appointments by telephone and in person
Welcome patients and register their attendance on the computer
Operate telephone systems efficiently
Deal with emergency calls efficiently and calmly
Deal with requests for home visits and ensure important information is recorded to pass to
the GP in a timely manner
Pass on messages/information with a high degree of accuracy – both verbally and written
Record and process prescription requests accurately
Handle specimens according to protocol, e.g. urine, stool, bloods etc, ensuring correct
labelling and then forward samples containers on to Laboratory
Utilising the appointment system within Vision set up, record and monitor surgeries and appointments.
Arrange follow up appointments as necessary
Register new patients with the Practice and provide them necessary appointments/ leaflets/information
Constantly maintain and update the practice leaflet in accordance with the RCGP guidance
PRESCRIPTION + DISPENSING DUTIES:
Ensure prescription requests are passed to the GP in a timely and accurate manner
Deal with prescription requests, take note of these accurately and record on to the computer
Assist GP by checking emergency medicines dispensed by the GP or Nurse
Produce repeat prescriptions for signing by GPand forward to mainland Pharmacy for processing. Record and track prescriptions, inform patients and hand out prescriptions
Maintain stock control of drugs, ordering and disposing of in line with agreed procedures
Ensure all drug stock is stored in accordance with guidelines
Undertake a quarterly stock take of all drugs in the dispensary and return to Pharmacy department for costing.
OTHER OFFICE / GENERAL PRACTICE DUTIES:
Type up various correspondence ensuring high degree of accuracy is maintained, and
ensuring exact details are recorded, including referrals using SCI referral template/s, which
can be received dictated from the GP or Nurse Practitioner
Print out drug history/medical history for requesting departments
Print out and scan full patient summary for all patients leaving the practice – transfer original
via Docman
Deal with all mail/correspondence coming into the Practice and follow through appropriate action
When patients telephone for results – e.g. blood results, x-ray, scans etc – check these have been received and are in patient medical records. Also provide results when appropriate
Handle all information requests from various sources (such as Police, Solicitors, Insurance Companies, Procurator Fiscal’s Office) in line with the Data Protection Act
Following NHS Orkney finance dept procedures for raising invoices for work that can be charged for under the Data Protection Act and other private work (medicals, housing applications, travel vaccinations for e.g.). Collect and reconcile all monies due from patients. Ensure payments to NHS Orkney are timeous (do not allow large amounts of money to build
up in the Practice)
Where appropriate, follow up results/letters as required by contacting various departments in the Balfour and Aberdeen Royal Infirmary as well as other agencies (internal and external) as required.
Extract/retrieve medical records from various sources and re-file patient medical records
Update surgeries on Vision (or clinical software system) throughout the day
Keep record filing system in order i.e. all records are in correct place and in alphabetical order
Construct second or even third medical records using the required government issued stationary when current one gets too full
Make up records for temporary residents and new patients
Ensure legitimacy of all requests for patient travel
Accurately complete patient travel vouchers, ensuring urgent requests are handled promptly
Data enter all required test results onto the clinical computer system with a high degree of accuracy
Create electronic searches and produce reports using the software on the clinical system
Provide statistics from the clinical software as required
Act as chaperone when required for GP following the NHS Orkney Chaperone protocol.
Carry out Fire checks as routine in accordance with NHSO procedures
Take responsibility for the Health & Safety issues in the Practice ensuring all procedures are adhered to and potential hazards are identified
Maintain stock of oxygen cylinders
Maintain accurate and auditable records of fridge temperatures
Order equipment and stores as necessary. Order consumables from stores to in a manner which ensures supplies are maintained with minimal waste of perishables
Prepare using the required packing methods all goods for transit out with the practice
(e.g. samples) and ensure required travel documentation accompanies the goods at all times
Make judgement on prioritising tasks
Maintain at all times a cheerful and helpful attitude to patients and users of the practice
Maintain a high degree of confidentiality at all times
6.  SYSTEMS AND EQUIPMENT
Computers and Vision system
Telephone system
Printers
Photocopier
Fax
SCI Gateway (for e-referrals)
Scottish Cervical Call Recall System (SCCRS)
Docman
NHS.net
Microsoft Word – i.e. typing letters/referrals
Microsoft Excel – i.e. clinics
Shredder
RT/Pager system – For contacting Nurses
Mobile Phones
Pagers – For contacting Nurses in an emergency
Medical Record Filing System
Guillotine
Monitoring Vaccine Fridge/s
7. DECISIONS AND JUDGEMENTS
For the most part, employees are expected to work with a minimum degree of supervision,
although there is always a line manager available to discuss any queries.
Discretion needs to be used on an almost daily basis depending on what situations
arise. e.g.
1. Prioritising prescription requests which may be urgent or routine
2. Judging whether to request the GP to attend a home visit and delay
the current surgery
3. Deciding on what information is appropriate to be given to various health care
professionals etc.
4. Parents / Partners requesting to know if their Child/Partner etc has an appointment
8. COMMUNICATIONS AND RELATIONSHIPS
Line Manager
Responsibility to and key working relationships with:
GP’s
Branch / Neighbouring Practices
Primary Care Co-ordinator
Various hospital departments at Balfour Hospital, ARI & Raigmore
Various NHSO admin departments – i.e. OHAC Admin,Travel Admin & Finance
Other Working Relationships:
Mainland Chemists, Pharmacy Departments, Drug Suppliers
Will need to be able to communicate with a broad spectrum of NHS employees and members of the public.
Bereaved relatives, upset and unwell patients, or challenging behaviour are very emotionally demanding aspects of this job - These can occur on a daily/weekly basis.
9. PHYSICAL DEMANDS OF THE JOB
Frequent use of Computer
Keyboard – IT
Repetitive actions e.g. filing and refilling of medical records from filing system
Moving on and off chair at reception, climbing up and down off kick
stool, carrying bundles of medical records
Working in relatively small office space
Doing several tasks at once and always having to re-prioritise tasks.
10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Dealing with emergency calls calmly and quickly, obtaining crucial information to be conveyed accurately, ensuring speedy appropriate action is taken.
Ensuring workload is processed efficiently and effectively.
Handling needs of patients sensitively with the ability to handle difficult situations calmly and effectively, especially with people who may not be happy with the service or procedures.
Dealing with worried, upset, demanding, aggressive or impatient patients, relatives and members of the public.
Maintaining confidentiality in a small island setting
11. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
Essential
High Level of Customer Services Skills with ability to handle confrontation
Typing Experience
Good keyboard skills
Experience of Microsoft packages
Flexible working practices to meet the needs of the service
Understanding of the need for discretion and complete confidentiality
Precise and reliable attention to detail
Able to manage time and workload
Desirable
SVQ II or HNC level Administration Qualification
Previous NHS experience
Experience of bespoke / mainframe systems
Stocktaking experience
Previous experience in Medical Receptionist or reception type role
13. JOB DESCRIPTION AGREEMENT
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Head of Department Signature: / Date:
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PERSON SPECIFICATION

Job Title: / Stronsay Relief Practice Administrator
Department: / Primary Care
Location: / Stronsay Surgery
FACTOR / ESSENTIAL / DESIRABLE
Qualifications,
Training, / Good general education / ECDL or equivalent
First Aid at work certificate
SVQ2 in Administration
Experience / Previous administrative experience
Confidence in dealing with members of the public by telephone and in person
Experience of creating documents using Microsoft packages to improve working practices / NHS Primary Care/General Practice administrative experience
Previous experience with excel spreadsheets and Stock keeping
Previous experience in busy office or reception
Previous experience of working with non Microsoft systems ie Mainframe, bespoke etc
Knowledge and skills / High Level of Customer Services Skills with ability to handle confrontation
Ability to work independently and as part of a team
Excellent communication, organisational and interpersonal skills
Ability to communicate and relate to the public with empathy and understanding
Ability to work flexibly and to manage time and workload
Appreciation of patient centred care
Precise and reliable attention to detail / Primary Care or NHS experience
Disposition / Ability to present a positive and professional image for the Practice
Self-motivated
Shows enthusiasm to develop the service and oneself
Understanding of need for discretion and complete confidentiality
Flexible working practices to meet the needs of the service / Willingness to learn and adapt