Patient Advisor

The Patient Advisor plays a crucial role in ensuring the smooth operation of the GP practice by being the first point of contact for patients, providing a high level of customer service, and supporting clinical and administrative teams. This role involves managing patient enquiries, appointments, signposting and records with efficiency and confidentiality. Patient Advisors must be compassionate, organised, and proactive individuals who can manage a dynamic workload and provide a welcoming environment for all patients. Key Responsibilities 1. Patient Interaction Greet and assist patients and other visitors upon arrival at the practice, ensuring a welcoming and professional environment. Answer phone calls, directing enquiries to the appropriate healthcare professional or staff member. Support patients by helping them to complete the online AccuRx Total Triage Form to help request an appointment. Help to reschedule and cancel appointments. Provide patients with information on services offered by the practice. Process new patient registrations. Provide basic information about health services, including screening programmes, flu vaccinations and general practice policies. Support the Practice AccuRx Total Triage system by fulfilling the role of AccuRx Administrator when allocated on the rotational rota. 2.

Administrative Duties

Maintain accurate and up-to-date patient records in accordance with practice protocols and GDPR regulations. Input patient information, test results, and other relevant data into the electronic health record system (SystmOne). Manage incoming and outgoing correspondence, including emails and letters, ensuring timely communication with patients and other healthcare providers. Monitor office supplies, including forms, stationery, and other necessary items. Keeping up to date with latest technologies used within the practice i.e., AccuRx, website, emails, NHS App and use as per practice protocols. Be assigned as a Personal Assistant (PA) to a specific doctor, providing administrative support including managing tasks, recalls, and other routine and urgent duties as directed by the doctor. Serve as a backup for another PA when necessary, ensuring continuity of care and support. Collaborate closely with the assigned doctor to ensure all tasks are completed efficiently and in a timely manner. 3.

Operational Support

Assist doctors, nurses, and other healthcare professionals with administrative tasks, such as preparing documents, organising patient lists, and managing clinic schedules. Ensure that all patient interactions and administrative processes comply with NHS policies, health and safety regulations, and practice protocols. Use and troubleshoot practice IT systems and software, ensuring smooth operation and minimal disruption to service delivery. Always maintain patient confidentiality, adhering to GDPR and Caldicott principles. 4.

Communication and Collaboration

Work collaboratively with other receptionists, administrative staff, and healthcare professionals to ensure the effective delivery of services. Handle patient feedback, complaints, and concerns with empathy and efficiency, escalating issues to the Practice Manager when necessary. Attend regular team meetings and training sessions to stay informed about practice developments, updates in policies, and ongoing professional development. 5. Premises To open and lock the premises and know the correct procedures for securing the building. Ensure consulting rooms are cleared and locked after each surgery, ready for the cleaners. Ensure reception waiting area and corridors are always clean and clear. To report any necessary Health and Safety issues. 6. Training Undertake training as directed by your supervisors or managers. Attending primary care health meetings, reception team meetings, and Protected Learning Time (PLT) meetings when required. The duties and responsibilities to be undertaken by members of the reception team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the practice, dependent on current and evolving practice workload and staffing levels.