Trac proudly powers the recruitment for
Mersey and West Lancashire Teaching Hospitals NHS Trust
About
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.
Our Vision is to deliver 5 Star Patient Care:
- CARE that is evidence based, high quality and compassionate
- SAFETY that is of the highest standards
- COMMUNICATION that is open, inclusive and respectful
- SYSTEMS that are efficient, patient centred and reliable
- PATHWAYS that are best practice and embedded, but also respect the individual needs of patients
As a Trust, our aim is to provide a high quality service to all our patients. We strive to meet the best standards for professional care whilst being sensitive and responsive to the needs of individual patients.
As a teaching hospital trust, we have well established educational and research relationships with the University of Liverpool and Liverpool John Moores University. As Lead Employer, on behalf of the Mersey Deanery, we are responsible for over 5,000 trainee speciality doctors based in hospitals and GP practice placements throughout Merseyside and Cheshire.
Patient Care Advisor
Accepting applications until: 17-Jul-2024 23:59
Vacancy status: Open
Accepting applications until: 17-Jul-2024 23:59
Key details
Location
- Gwefan
- Marshalls Cross Medical Centre
- Cyfeiriad
- Marshalls Cross Road
- Tref
- St Helens
- Cod post
- WA9 3DA
- Major / Minor Region
- Merseyside
Contract type & working pattern
- Contract
- Permanent
- Oriau
- Part time - 21 hours per week
Salary
- Cyflog
- £22,816 - £24,336 pro rata per annum
- Cyfnod cyflog
- Yearly
- Gradd
- (NHS AfC: Band 3)
Specialty
- Prif leoliad
- Admin & Clerical
Trosolwg o'r swydd
Part Time 21 hours per week
We are currently seeking an experienced GP patient care advisor who has experience of working within a GP setting. The working pattern involves shift.
Being an experienced GP Patient Care Advisor or GP Receptionist with an impressive track record, you can afford to be choosy about your next career move. There are plenty of good reasons to choose us. A high performing Trust, where clinicians actively shape services.
Here, you will work in purpose built, state of the art facilities. You will help us build on our excellent reputation and you will be instrumental in enhancing our capacity to deliver world-class service. You will be glad you chose to join our team.
Marshalls Cross Medical Practice is located within St Helens Hospital and currently looks after 5100 patients, many of which are elderly with complex health requirements.
This post requires a Standard DBS check.
Advert
- Acknowledging a patients attendance at the desk within 2/3 minutes of arrival and advise any patient’s queueing for appointments of the self-check-in service.
- Advising patients waiting for information that you will be with them as soon as possible and to call for assistance where necessary.
- Observing appointments and clinics that are running late and advise patients waiting and offer apologies.
- Dealing with all general enquiries, explaining procedures and making new and follow-up appointments using the EMIS system.
- Using sound judgment and communication skills to ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in line with the Practices guidelines.
- Ensuring that all new patients are registered on the electronic system promptly and accurately, this should be on the same day that they attend the practice to register.
- Being aware of your surroundings and of the patients in the waiting room and responding to the needs appropriately.
- Being aware of which Clinicians are currently working in the building and whether they have arrived for their clinics.
- Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover, whilst ensuring the Practice procedures are completed.
Gweithio i'n sefydliad
The Secretary of State has approved the partnership between St Helens & Knowsley and Southport & Ormskirk Hospitals.
We have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.
Our Vision is to deliver 5 Star Patient Care:
- CARE that is evidence based, high quality and compassionate
- SAFETY that is of the highest standards
- COMMUNICATION that is open, inclusive and respectful
- SYSTEMS that are efficient, patient centred and reliable
- PATHWAYS that are best practice and embedded, but also respect the individual needs of patients
Our achievements include:
- Trust rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
KEY DUTIES
- Acknowledging a patients attendance at the desk within 2/3 minutes of arrival and advise any patient’s queueing for appointments of the self-check-in service.
- Advising patients waiting for information that you will be with them as soon as possible and to call for assistance where necessary.
- Observing appointments and clinics that are running late and advise patients waiting and offer apologies.
- Dealing with all general enquiries, explaining procedures and making new and follow-up appointments using the EMIS system.
- Using sound judgment and communication skills to ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in line with the Practices guidelines.
- Ensuring that all new patients are registered on the electronic system promptly and accurately, this should be on the same day that they attend the practice to register.
- Being aware of your surroundings and of the patients in the waiting room and responding to the needs appropriately.
- Being aware of which Clinicians are currently working in the building and whether they have arrived for their clinics.
- Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover, whilst ensuring the Practice procedures are completed.
- Receiving and making telephone calls as required on behalf of the practice and registered patients.
- Diverting calls and taking messages, ensuring accuracy of detail and prompt and appropriate delivery.
- Entering requests for home visits onto the home visiting sessions within EMIS ensuring careful recording of all relevant details and where necessary; referring to the visiting Advanced Nurse Practitioner or GP for advice.
- Action repeat prescription requests and ensuring they are ready for collection by the patient/chemist within 48 hours, either electronically or manually.
- Receiving urine and blood samples, conducting Dip testing and send samples off for analysis in line with Practice procedures.
- Ensuring that all medical samples are correctly labelled.
- Completing identified admin tasks on a daily basis and reporting any areas of concern in a timely manner.
- Completing scanning, EDT’s and clinical coding as necessary.
- Ensuring Practice emails are checked and responded to daily or are appropriately filed.
- Advising patients of relevant charges for private (Non General Medical Services) services, accepting payments and issuing receipts.
- Entering patient information on the appropriate Practice systems in line with correct procedures and timeframes.
- Managing difficult/confrontational situations in a calm and reassuring manner and if a patient’s/visitors behaviour becomes unacceptably abusive or aggressive referring to your line manager for support.
- Screening enquiries for the doctors and medical staff.
- Ensuring you provide a professional, timely and detailed handover to the receiving member of staff in your team.
PATIENT NOTES & CORRESPONDENCE
- Retrieving and re-filing records as required, ensuring strict alphabetical order and chronology is adhered to.
- Ensuring correspondence, reports, results/scanned documents are filed promptly and in the correct records
- Accurately collecting, storing and retrieving personal patient details and information in line with data protection and Caldecott requirements.
- Ensuring all recent correspondence is available when patients are seen by clinicians.
- Ensuring all paper records are kept in good repair with all necessary information on the outside cover clearly visible.
- Opening and date stamping post and then forwarding it onto the relevant parties in line with Practice procedures.
- Writing letters and correspondence on behalf of the surgery and medical staff.
- Liaising with couriers and delivery companies.
PREMISES
- Opening up premises at the start of the day when first to arrive, making all necessary preparations to receive patients - following the opening up protocol.
- When last to leave at the end of the day, ensuring that the building is totally secured and all internal lights/equipment is off - following the closing up protocol.
- Keeping all working environment clean, tidy and free from clutter at all times.
- Ensuring that the medical consulting rooms and waiting areas are fully stocked with essential information / supplies and are maintained to a good standard.
- Conducting daily checks to ensure Health and Safety and Legal requirements are adhered to including checking and recording room and fridge temperatures.
- Reporting all faults/repairs in a timely manner using the Trusts electronic reporting system.
- Undertaking all additional duties and tasks requested by the Practice Manager that are commensurate to the post
CONFIDENTIALITY
- Working within the trust you may gain knowledge of confidential matters which may include personal and medical information about patients and staff. Such information must be considered strictly confidential and must not be discussed or disclosed. Failure to observe this confidentiality could lead to disciplinary action being taken against you.
CODES OF CONDUCT & ACCOUNTABILITY
- You are expected to comply with relevant CCG/NHS Merseyside codes of conduct and accountability.
HEALTH & SAFETY
- In accordance with the Health and Safety at Work Act 1974 and other supplementary legislation, you are required to take reasonable care to avoid injury during the course of work and co-operate with CCG/NHS Merseyside and others in meeting statutory regulations. You are also required to attend statutory training as required to fulfil your duties.
- To comply with safety instructions and CCG / NHS Merseyside policies and procedures.
- To use in a proper safe manner the equipment and facilities provided.
- To refrain from wilful misuse of, or interference with, anything provided in the interest of health and safety and any action, which might endanger yourself and others.
- To report as soon as practical any hazards and defects to your senior manager.
- To report as soon as practical accidents and untoward incidents and to ensure that accident forms are completed.
SAFEGUARDING CHILDREN & ADULTS
- The organisation has a zero tolerance approach to the abuse of children, young people and vulnerable adults. All employees are required to promote and safeguard the welfare of children and young people and comply with the Local Safeguarding Children Board Procedures and the Children Act (1989, 2004). In accordance with the CCG and Local Safeguarding Adult Board policy all staff must ensure the health and wellbeing of vulnerable adults is appropriately safeguarded.
- All staff are required to attend training appropriate to their role in safeguarding children and adults, which includes understanding and recognising the signs of abuse and knowing how to raise concerns when those signs of abuse are noticed in a person.
- The post holder may be required to undertake other related duties not specifically mentioned above. Any changes to this role specification will be made in consultation with the post holder.
Transitional arrangements are in place for EU,EEA and Swiss Citizens following the UK's withdrawal from the EU. Should you this apply to you, you are advised to familiarise yourself with these arrangements to ensure you continue to have right to work in the UK and how to evidence that right in the future. Please see the document attached to this vacancy. This requirement does not apply to Irish citizens, who can continue to freely enter, live and work in the UK.
The Trust is a non-smoking site. Failure to follow this rule could lead to disciplinary action.
Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received from which a shortlist can be confirmed therefore you are advised to apply at your earliest convenience. The Trust may contact you during the recruitment process for your feedback on your experience.
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact [email protected]
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision making process.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
Changes have been made to the NHS Terms and Conditions of Service Handbook which mean that:
- All employees have the right to request flexible working from day one of employment.
- There is no limit on the number of requests they can make.
- Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working.
Please be advised that the use of Artificial Intelligence on applications is monitored and if you choose to use this, you must declare this on your application form.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Person specification
Qualifications
Meini prawf hanfodol
- Educated to GCSE Level and/or equivalent qualification and/or equivalent experience
- Word processing/IT Qualifications or equivalent experience/knowledge
Meini prawf dymunol
- European Computer Driving Licence (ECDL)
Other
Meini prawf hanfodol
- Ability to use own initiative
- Ability to work as part of a team working
Skills
Meini prawf hanfodol
- Excellent communication skills
- Good IT skills
- Time management and ability to work to deadlines
- Problem solving skills
- Willingness to develop and learn new skills
Knowledge & Experience
Meini prawf hanfodol
- Experience of telephone call handling
- Experience of GP reception duties
- Experience of managing repeat prescriptions
- Experience of using EMIS
- Experience of using Docman scanning
- Experience of working in a GP surgery environment
Meini prawf dymunol
- Experience of triaging phone calls
- Experience of EDT filing
- Experience of using System One
- Experience of Open Exeter
- Experience of sorting mail including NHS mail
- Experience of carrying out daily room checks including fridge temp monitoring
- Knowledge and experience of Clinical coding
- Experience of urine testing and labelling of samples
- Experience of summarising
- Knowledge of QOF framework
Further details / informal visits contact
- Enw
- Charlotte Aldis
- Teitl y swydd
- Senior PCA
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01744-624-806
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