Patient Advisor
Torbay and South Devon NHS Foundation TrustJob overview
Channel View Medical Group in Teignmouth is seeking an enthusiastic, motivated person with great people skills to join our friendly Practice. We are looking for a dedicated, compassionate, and approachable individual who will complement our team.
The individual must be a team player, have excellent communication skills, good time management skills and the ability to work under pressure when dealing with patients face to face and on the phones.
IMPORTANT INFORMATION: This advert is placed on behalf on one of our health service providers. Your application form will be forwarded to the organisation and any future correspondence will be made by the employing organisation.
Advert
The patient advisor is the first point of contact for patients contacting our GP surgeries.
This can be via a variety of methods including via the telephone, face to face and via online consult service and email.
Dealing with patients both face to face and via the telephone are the main duties of this role.
Acting as the central point of contact for patients.
Dealing with all telephone queries/requests from patients and acting as liaison with the Clinical team, as necessary.
Booking appointments and distributing information, messages, and inquiries for the clinical team.
Working for our organisation
Channel View Medical Group provides high-quality, patient-centred care to 22,000 people across six sites in the beautiful coastal town of Teignmouth and on the edge of Dartmoor. We’re an innovative, hard-working, and friendly practice that takes pride in fostering a supportive environment for the whole team.
Our team includes 18 GPs, 3 Advanced Nurse Practitioners, and a total of 90 staff spanning both clinical and administrative roles. At Channel View, both GPs and ANPs follow the Doctor First model—starting with telephone triage and then managing their own face-to-face appointments.
Detailed job description and main responsibilities
· To greet patients arriving at the reception desk in a friendly and professional manner and assist with their queries and requests, including Appointments Repeat prescriptions and Test results.
· Logging arrival and directing patients to the appropriate part of the surgery.
· Ensure reception and waiting areas are kept neat and tidy.
· Action start and end of day procedures.
· Answering the telephone within agreed timescales with a professional and pleasant manner.
· Dealing with patient queries both personal and via telephone accurately, efficiently, and effectively. Accurately taking messages including patient details, contact details and specifics of the message and convey to the appropriate person using appropriate methods of communication dependant on urgency.
· Registering patients on the SystmOne whether they are a regular, immediately necessary, temporary resident or private patient accurately and completely.
· Booking appointments accurately with the appropriate clinician using SystmOne.
· Signposting and prioritising patients in line with appropriate training.
· Taking appropriate and accurate demographic / personal details of patients to include disabilities, carer status and other details relating to equality and diversity.
· Rescheduling patient appointments in the event of unplanned clinician absence.
· Processing change of address instructions.
· Managing patients who may be verbally or physically aggressive in a professional manner, using the appropriate alert systems and following policy and training.
· Dealing with any blood and urine specimens safely and in line with infection control policy ensuring they are safely stored and ready for collection.
· Lock up and secure the premises at night.
· This job description is not exhaustive and may be adjusted periodically after review and consultation.
You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.
If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.
IMPORTANT INFORMATION
- We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
- Please read the job description carefully and tailor your application to reflect the requirements of the role.
- Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
- Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
- Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
- If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
- It is your responsibility to ensure the timely receipt of appropriate references.
The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.