Practice Call Handler

The main role will be: Book appointments following practice guidelines Deal with patient enquiries Open and lock up the surgery when required Enter confidential data onto a bespoke system Liaise with external organisations Respond to all queries from or in relation to our patients or other visitors, where necessary consulting with the doctor Pass accurate and timely messages to the doctors and other members of the primary health care team Ensure that patients without appointments but who need urgent consultations are seen in a logical and non-disruptive manner Ensure that anyone requesting treatment in a medical emergency is provided with the appropriate care as quickly as possible Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed prior to consultation Advise patients of relevant charges for private services, arrange appointments. Health and Safety The post-holder will support the equality, diversity
and rights of patients, carers and colleagues, to include: 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. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified. Equality & Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: 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. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances,
feelings, priorities and rights. 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 In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as confidential Information relating to patients, carers, colleagues, healthcare workers or the business of the practice may only be divulged to authorised persons, in accordance with practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.