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Job Title: Medical Secretary / Administrator

Organisation: Castle Mead Medical Centre

Hours: 37.5 hours per week (or pro rata part-time)

Contract Type: Permanent

Responsible to: Practice Manager

Accountable to:Practice Manager & Partners

Base: Castle Mead Medical Centre, 33 Hill Street, Hinckley, Leicestershire, LE10-1DS on occasion at Pine Close Surgery, Pine Close, Stoke Golding, Leicestershire, CV13

Job summary:

To provide general all round secretarial and administrational support to the doctors, management and health professionals working over our two sites.

Job responsibilities:

• Providing effective communication support between patients, Practice clinical staff, Clerical Staff and other associated healthcare agencies. • Support GP team managing the patient care pathway. • Receive, assist and direct patients in accessing appropriate services in a courteous, efficient and effective way Project and positive and friendly image, either in person or via the telephone. • To provide an efficient Medical Secretarial service for GPs and health professionals as required. This includes the typing of letters, reports, patient referrals, minutes, memorandums, etc. in an accurate and quality manner. • To assist the partners and practice manager with all clerical and administrative duties. • To make appointments, bookings and admissions as required. • To liaise and arrange meetings (to include the booking of rooms) as required and to attend meetings and take minutes. • To establish and maintain filing and administrative systems so that written or computer information is easily accessible and secure. • To retrieve medical records and assist the completion of medical/insurance records. • To retrieve medical records and assist the completion of SARs requests. • To authorise patient requests for Access to Medical Records. • File patient records and correspondence in patient medical records. • To receive and dispatch mail and maintain a pending system. • To receive incoming and initiate outgoing telephone calls in order to facilitate timely and appropriate communications with others, taking messages and dealing with appropriate queries. • To provide cover for members of the secretarial team during periods of sickness and annual leave. • In liaison maintain adequate supplies of office stationery in order to perform your secretarial duties.

Clinical and Information Governance, Quality Assurance and Confidentiality:

• Ensure Patient and Practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols. • In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to 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 strictly confidential and should be managed in line with GDPR and Data Protection legislation and guidance. • Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data • To understand and enact the importance of confidentiality when dealing with patients and staff, particularly when giving or receiving information over the telephone in accordance with the Data Protection Act. • To maintain the high standards of the service by contributing towards individual, team and service objectives and acting at all times in the best interest of patients. • To accurately collect, collate and input data to Information Systems as required by procedures to ensure that patient database records are up to date and accurate. • To participate in Individual Performance Review and Personal Development plans on an annual basis and to undertake training and development as identified within these discussions and as indicated by the requirements of the post. • Post-holders will be required to comply with Information Governance related standards and policies at all times when dealing with confidential information, which includes any information relating to the business of the company and its service users and employees. • Post-holders are bound by a duty of confidentiality and must conduct their duties in line with the NHS Confidentiality Code of Practice, Data Protection Act and Freedom of information Act. • Post-holders must maintain high standards of quality in corporate and clinical record keeping ensuring information is always recorded accurately and kept up to date. The post-holder must only access information, whether paper, electronic or in other media, which is authorised to them as part of their duties. • Any breach of confidentiality or computer misuse could lead to disciplinary action, and in serious cases could result in dismissal. Breaches after the post-holder’s employment has ended could result in the PCN taking legal action against them.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to: • Communicate effectively with other team members • Communicate effectively with patients and carers • Recognise people’s needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

The post-holder will: • Apply practice and Federation policies, standards and guidance • Discuss with other members of the team how the policies, standards and guidelines will affect own work. • Participate in audits where appropriate • Plan appointments according to population needs in Enhanced Access appointments, including rota management/ arranging premises and consumables required, working alongside the administrative teams within all linked GP Practices. • Support the PCN in improving overall patient care through promotion of services available to them locally within the PCN and the wider health system. • To support the Head of PCN Development in administrative duties relating to other PCN activities and work streams, these will change and evolve each year. • To support the PCN Clinical Directors in collecting information from member practices, identifying anomalies, and summarising such findings, this could also include presentation fo such facts within internal and external meetings. • Gather information and undertake enquires for the PCN and the broader group as and when necessary. • Build a robust knowledge of the PCN and member practices. • Produce accurate, contemporaneous, and complete records of patient contact consistent with legislation, policies and procedures.

Equality and 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 people’s 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Health & safety:

To have responsibility for health, safety and welfare of self and others at work. This includes being conversant with Practice and PCN Health & Safety policies and procedures and ensuring incidents, accidents and near misses are reported; taking part in the risk management process and carrying out tasks/using equipment only when competent to do so. This will include (but will not be limited to): • Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. • To apprise themselves of how the prevention of the spread of infection relates to their role. You have a responsibility to ensure you are aware of Practice and PCN policies and procedures in relation to infection prevention and control and ensure that you comply with them in fulfilling your role. • Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines, and ensure implementation of these across the business • 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 across the business • Making effective use of training to update knowledge and skills, and initiate and manage the training of others • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed • Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised • Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers • Undertaking periodic infection control training (minimum annually) • Routine management of own team / team areas, and maintenance of work space standards • Demonstrate due regard for safeguarding and promoting the welfare of children.

Patient Focused Duties: • Help people to manage their needs through answering queries, making and managing appointments and ensuring that people have written or verbal information to help them make choices about their care • Liaise directly with care homes and other key providers, and compile and circulate relevant information across stakeholder groups • Communicate effectively and sensitively using language appropriate to the patient and their carer and their level of understanding, using a ‘Making Every Contact Count’ approach. • Provide accurate, impartial information, support and guidance to patients and their carers to enable them to make choices about their care. • Raise awareness of shared decision making and decision support tools and assist patients to be more prepared for shared decision-making conversations.

Relationships: The role will require you to maintain and to develop strong working relationships with practice individuals including but not limited to: • Partners • Practice and Assistant Practice Manager • Salaried GPs • Nurse Manager and Team • Reception Team • Administration Teams • Patients and their carers • ARRS roles including: • PCN Pharmacy Team including the PCN pharmacists and Pharmacy Technician. • Social Prescribing team including the Social Prescribers and other Care Coordinators. • PCN Care Coordinator will work for the PCN on behalf of the network practices and therefore, will be required to develop strong working relationships with practice individuals including but not limited to • Third Party Sector Organisations such as the local Councils and the Care Coordinator will need to establish a strong working relationship with individuals to promote an integrated approach to care. • The Care Coordinator will need to work alongside the PCN Management Team at times and help develop a joined-up approach across the network. • The development of new working relationships with Voluntary Sectors will be important for the development of both the role and the PCN. • Manage and nurture ongoing relationships with system partners, local GP Practices and Patient Participation Groups (PPG), this could involve attending meetings outside of core hours. • Be a proactive team player, manage their own time and workload and work under their own initiative.

Professional and Personal Development:

• All employees will be expected to complete all mandatory training as instructed by the organisation and complete additional training as and when required. The post-holder must have the ability to reflect on practice, identify learning needs and take responsibility for continued professional development (with line management support). • To participate in Individual Performance Review and Personal Development plans on an annual basis and to undertake training and development as identified within these discussions and as indicated by the requirements of the post. • To keep up to date with and attend training on revisions to information systems or changes in protocols for the inputting of data in the light of Local and national initiatives. To adhere to agreed protocols at all times. • To attend mandatory training and fire lectures regularly and assist with fire policy/evacuation procedure when necessary.

Quality:

The post-holder will strive to maintain quality within the practice, and will: • Alert other team members to issues of quality and risk • Assess own performance and take accountability for own actions, either directly or under supervision • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance • Work effectively with individuals in other agencies to meet patients’ needs • Effectively manage own time, workload and resources

The above is not an exhaustive list. The successful candidate may be asked to complete tasks in line with the overall objectives of Castle Mead and PCN agenda. These duties will be reviewed regularly with the job holder with an aim of developing the scope of the role.

Job Title: Clinical Systems Care Coordinator

Organisation: Castle Mead Medical Centre

Hours: 37.5 hours per week (or pro rata part-time)

Contract Type: Permanent

Responsible to: Practice Manager

Accountable to: Practice Manager, Nurse Manager & Partners

Base: Castle Mead Medical Centre, 33 Hill Street, Hinckley, Leicestershire, LE10-1DS on occasion at Pine Close Surgery, Pine Close, Stoke Golding, Leicestershire, CV13

Job Summary: Castle Mead Medical Centre and Pine Close Surgery are a GP surgery that represent 10700 patients in the Hinckley and Stoke Golding area. We are also part of the Hinckley Central PCN working with 3 other practices as well as the wider Hinckley & Bosworth Federation that supports 12 GP practices across locality.

Our Clinical Systems Care Coordinator will be a vital part of our friendly team and will work closely with the Practice and Nurse Manager, Systems Administrator and appropriate Staff at Castle Mead Medical Centre as well as the wider PCN/Federation team to support the delivery of quality patient services for all our patients.

Main purpose of job:

Our Clinical Systems Care Coordinator will be responsible for supporting core staff to improves outcomes for all of our patients and help make their Healthcare understandable and achievable.

You will work closely with the Partners, Practice Manager, Nurse Manager, Systems Administrator and appropriate Staff at Castle Mead Medical Centre and the wider PCN/Federation team to support patients to make healthy choices and increase their participation in their own care, helping to coordinate care across different services and providers.

You will have excellent communication, interpersonal and IT skills and will have a flexible ‘can do’ approach to their work, using their initiative to manage multiple workloads and always looking for ways to help develop the patient experience through networking and collaboration.

You will be confident in supporting people to become more independent and to manage their health and care needs by:

• Providing information about services available • Signposting to those services and supporting the transition from GP led care to self-led care • Supporting clinical staff in monitoring long term health conditions, including mental health

Key individual responsibilities of Systems Administrator:

To work closely with the Partners, Practice Manager, Nurse Manager, Systems Administrator and appropriate Staff at Castle Mead Medical Centre to support the delivery of Practice IT systems, workstreams, initiatives and projects, acting as the link between GPs, Nursing, Admin and the wider integrated NHS team. • Contractual Responsibilities - To support the Partners, Practice Manager, Nurse Manager, Care Coordinator and appropriate Staff at Castle Mead Medical Centre to achieve all Contractual requirements. This will include maintaining appropriate IT Systems, building and running reports within System One to identify patients and to support the practice by working with the relevant teams to ensure the targets are met. Working with the Practice Manager, Nurse Manager and Care Coordinator you will provide data and reports for meetings to ensure we meet: o GMS Contractual Targets o QOF (Quality Outcomes Framework) o All Localised DES (Direct Enhanced Service) o PCN IIF indicators (Impact and Investment Fund) work o PCN DES (Direct Enhanced Service) o PCN CAIP Plan o NHS Digital Access and Transformation o Basket of Services o All Diagnostic Services o Working with Federation/PCN to improve Data and Systems. • Clinical and Data Quality Software and Tools – Support the practice team to utilise data from the GP Practice clinical systems (SystmOne) and other population health data systems (Eclipse/Aristotle/Ardens) to proactively identify relevant cohorts of patients, to deliver outstanding care and meet the outcomes. • Clinical System Knowledge – Working alongside the Systems Administrator you will develop a thorough knowledge of the GP clinical system (system one) deputising for the System Administrator when Absent: o Understanding how to develop and add Rotas, Clinics and physical appointments. o Understanding all Clinical and non-Clinical Templates for CMMC staff including ensuring up to date Ardens and LLR Templates are being used correctly. o Understanding all Clinical and non-Clinical Templates like Flu/Covid/Smears/Learning Disability o Ensuring new staff have NHS Log ins / Phone Log Ins / New Cards / RA Status o Development of Templates and Reports as needed. o Maintaining and Aligning National Slot Types. • Clinical Administration Responsibilities - Working with the Systems Administrator to take shared responsibility for parts for the clinical administration working with the Partners, Practice Manager, Nurse Manager, Care Coordinator and appropriate Staff at Castle Mead Medical Centre responsibility Split the clinical Service Specifications workload fairly. • Role within GP Team - Support the delivery of Practice initiatives and projects, acting as the link between GPs, Nursing, Admin and the wider integrated NHS team. • Role within Nursing team - To work closely with the Nurse Manager and act as the link between GPs and Nursing in an administrational capacity supporting the delivery of quality patient services for all our patients: o Recall Systems including supporting Nursing Team to managing booking clinics.  Monthly patient admin recalls  Monthly HBA1C recalls  Monthly diabetic recalls: sending letters/blood forms and adding clinics to S1  Monthly COPD recalls: As above  Monthly CKD recalls: As above  Monthly secondary prevention: As above  Add imm and vac patients into the clinics (weekly)  Continue to send out self booking texts for health check clinics/shingles  Input and action all Floreys: Currently pills/HRT and BPs  Input and action all 7 day home blood pressure readings  Work towards sending out floreys for asthma patients and inputting the data, book an appointment for any patient that needs following up. o Supporting clinical staff in monitoring long term health conditions, including mental health Clinical systems to build and run reports and managing waiting lists within System One to identify patients and to support the practice by working with the relevant teams to ensure the targets are met. • Data Quality - Support the Partners, Management team, Systems Administrator, Nursing Team, Federation team and Staff and CMMC to provide high quality data and reports that identify new cohorts of patients who may require additional support and data accuracy to support accurate QOF/BOS/IIF/Diagnostic achievement. • CQC Responsibilities – Our Clinical IT and Systems Care Coordinator will work with Partners, Practice Manager, Nurse Manager, Systems Administrator and appropriate Staff at Castle Mead Medical Centre to support the delivery of Practice systems, workstreams, initiatives and projects in line with all CQC requirements. • Non-Clinical Administration Responsibilities – Working with the Partners and Practice manager to develop a thorough understanding of Teamnet throughout the workforce as a tool for providing staff with up-to-date policy, protocol and surgery information. o Support the delivery of Practice initiatives and projects, Facebook and newsletters, on the practice website. • Practice Meetings - To attend Practice Meetings as administrative support to the Practice Nursing team relating to other activities and workstreams. o Work with the Systems Administrator to Support Partners, Practice Manager, Nurse Manager, and appropriate Staff at CMMC by developing the IT meeting and jointly leading on change in that area of the business. o Support the coordination and delivery of Care Home within the surgery and PCN. o Supporting the team with regards to Safeguarding. • Federation and PCN Responsibilities - Our Care Coordinator will build a robust knowledge of the PCN and member practices work closely with the other Federation and PCN clinical staff within them to support patients. • ARRS Staff Support - To support ARRS Staff including Pharmacists Social Prescribing team, Nurse Associate and Paramedics working proactively identify patients eligible for the PCN Projects. o Work proactively with other PCN Additional Roles staff to identify patient service needs or inequalities and work closely with the Federation team and PCN CD to work up any projects or initiatives to support the delivery of patient care. • Care Homes - Work with Care Home Lead, Practice Manager, other practices and federation Care Coordinators to re-design Enhanced Health in Care Homes. o Communicate with Care Home re-ward round and how we attempt to reduce the GP workload in that area. o Taking on routine comms between the surgery and the Care Homes. o Routine Admin to help clinical staff prepare for ward rounds etc. o Organising Flu and Covid Vaccination Clinics and Consent forms. o D2A/Searches for payments. o Develop Links with PCN/Federation Adding Appointments to the ward round if Systems Administrator is away. o Manage On-Line Patient Communication Systems including fully understanding AccuRx, On-Line Systems, NHS Applications and triaging On-Line Responses and Appointments. o Contacting patient when needed within a defined group, discussing their needs and concerns, and arranging appropriate follow up and signposting. • Access / Online – Have a thorough understanding of our On-Line Access provision in line with our core contractual and CQC responsibilities. • General Responsibilities – As well as an excellent understanding of IT and the use of IT within Castle Mead Medical Centre Clinical you will have: o Proficient Use of MS Office (Word, Excel, Outlook, PowerPoint). o Providing enhanced information about services available. o Be a proactive team player, be able to manage their own time and workload and work under own initiative. o Excellent understanding of IT and the use of IT to develop Castle Mead Medical Centre Clinical and patient communication systems. o Work with the Administration Team to Update and maintain a directory of services that patients can be referred or self-refer to across the network.

 A detailed List of core areas of responsibilities can be found in the CMMC Organisational Document.  A detailed List of other core areas of responsibilities can be found in the CMMC Surgery Administrational Job/Task List and Responsible Persons Document.  The below list details all individual administrational Jobs and tasks for the Systems Administrator and Clinical IT and Systems Care Coordinator.

Task Breakdown:

All System upgrades / faults and fixes / Maintenance of Templates System One Will need to understand Slots and Rotas for purposes of GMS Contracts as a Back-up. Adding all / Maintenance General GP Rotas Back Up Adding all / Maintenance General Nursing Rotas Back Up Adding all / Maintenance General Flu/Covid Rotas All Flu / Covid Searches through Ardens Regular planned audits and Maintenance against National Slot Types Auditing Rotas/Slots Back Up • QOF lead and provide accurate monthly data at meetings. • Work jointly to gather accurate data and make up reports for assigned areas. QOF / IIF Data (Please see Organisational Document for list) Work jointly to gather accurate data and make up reports for assigned areas. Work jointly to gather accurate data CQC Data Work jointly to gather accurate data Back Up Friends & Family Will be the lead and provide accurate monthly data at meetings. Back Up Patient Comms Will be the lead and provide accurate monthly data at meetings. Will need to fully understand AccuRx for purposes of GMS Contracts and Back-up. Online Access / NHS App / AccuRx Patient Comms On-Lines Access system Lead / Bulk Texting / Updating Templates / Accessing Training for updates Will need to fully understand On-Line Access for purposes of GMS Contracts and Back-up. Ardens/LLR Searches and Reporting Ardens and LLR System Lead / Bulk Texting / Updating Templates / Accessing Training for updates Work jointly to gather accurate data Bespoke Searches Work jointly to gather accurate data Lead as well as liaise with Nick Booking Locums N/A Will need to gain thorough understanding due to high future admin usage – Primary User Teamnet Maintenance Will need to gain thorough understanding due to high future admin usage Booking Monday Appointments Care Homes Lead on Care Homes Comms/Work with JP/Liaise with Care Home re Flu/Covid/ organise clinics and bookings Lead Organise and Minutes Meetings Attendance needed for Clinical Understanding Maintain register of SEAs for Meetings and ensure Actions are monitored and added to Teamnet Significant Events N/A Correct Codes attached for Accurate reporting Safeguarding Creating Lists for Admin Book Staff Training / Maintaining Competency and Certificates through Teamnet Staff Training Admin N/A Lead Systems and Software ensuring issues are sorted IT – Systems Issues Back Up Back Up IT – Hardware Issues Lead Hardware works and ensuring issues are sorted effectively. Adding New users and Organizing calendar for PLT as per rotas Phones Maintenance Lead Hardware and Software works ensuring issues are sorted Shingles / LD Recalls Recalls Full Responsibility for all other Recalls for Admin / Nursing inc Smears etc Back Up Nursing Team Admin Care-Coordinator Full Responsibility and work with AT – Full Role TBC Back Up GP Admin Care-Coordinator Full Responsibility and work with AT – Full Role TBC

Clinical and Information Governance, Quality Assurance and Confidentiality: • Ensure Patient and Practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols. • In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to 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 strictly confidential and should be managed in line with GDPR and Data Protection legislation and guidance. • Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data • To understand and enact the importance of confidentiality when dealing with patients and staff, particularly when giving or receiving information over the telephone in accordance with the Data Protection Act. • To maintain the high standards of the service by contributing towards individual, team and service objectives and acting at all times in the best interest of patients. • To accurately collect, collate and input data to Information Systems as required by procedures to ensure that patient database records are up to date and accurate. • To participate in Individual Performance Review and Personal Development plans on an annual basis and to undertake training and development as identified within these discussions and as indicated by the requirements of the post. • Post-holders will be required to comply with Information Governance related standards and policies at all times when dealing with confidential information, which includes any information relating to the business of the company and its service users and employees. • Post-holders are bound by a duty of confidentiality and must conduct their duties in line with the NHS Confidentiality Code of Practice, Data Protection Act and Freedom of information Act. • Post-holders must maintain high standards of quality in corporate and clinical record keeping ensuring information is always recorded accurately and kept up to date. The post-holder must only access information, whether paper, electronic or in other media, which is authorised to them as part of their duties. • Any breach of confidentiality or computer misuse could lead to disciplinary action, and in serious cases could result in dismissal. Breaches after the post-holder’s employment has ended could result in the PCN taking legal action against them.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to: • Communicate effectively with other team members • Communicate effectively with patients and carers • Recognise people’s needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services: The post-holder will:

• Apply practice and Federation policies, standards and guidance • Discuss with other members of the team how the policies, standards and guidelines will affect own work. • Participate in audits where appropriate • Plan appointments according to population needs in Enhanced Access appointments, including rota management/ arranging premises and consumables required, working alongside the administrative teams within all linked GP Practices. • Support the PCN in improving overall patient care through promotion of services available to them locally within the PCN and the wider health system. • To support the Head of PCN Development in administrative duties relating to other PCN activities and work streams, these will change and evolve each year. • To support the PCN Clinical Directors in collecting information from member practices, identifying anomalies, and summarising such findings, this could also include presentation fo such facts within internal and external meetings. • Gather information and undertake enquires for the PCN and the broader group as and when necessary. • Build a robust knowledge of the PCN and member practices. • Produce accurate, contemporaneous, and complete records of patient contact consistent with legislation, policies and procedures.

Equality and 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 people’s 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Health & safety:

To have responsibility for health, safety and welfare of self and others at work. This includes being conversant with Practice and PCN Health & Safety policies and procedures and ensuring incidents, accidents and near misses are reported; taking part in the risk management process and carrying out tasks/using equipment only when competent to do so. This will include (but will not be limited to): • Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. • To apprise themselves of how the prevention of the spread of infection relates to their role. You have a responsibility to ensure you are aware of Practice and PCN policies and procedures in relation to infection prevention and control and ensure that you comply with them in fulfilling your role. • Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines, and ensure implementation of these across the business • 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 across the business • Making effective use of training to update knowledge and skills, and initiate and manage the training of others • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed • Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised • Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers • Undertaking periodic infection control training (minimum annually) • Routine management of own team / team areas, and maintenance of work space standards • Demonstrate due regard for safeguarding and promoting the welfare of children.

Patient Focused Duties:

• Help people to manage their needs through answering queries, making and managing appointments and ensuring that people have written or verbal information to help them make choices about their care • Liaise directly with care homes and other key providers, and compile and circulate relevant information across stakeholder groups • Communicate effectively and sensitively using language appropriate to the patient and their carer and their level of understanding, using a ‘Making Every Contact Count’ approach. • Provide accurate, impartial information, support and guidance to patients and their carers to enable them to make choices about their care. • Raise awareness of shared decision making and decision support tools and assist patients to be more prepared for shared decision-making conversations.

Relationships:

The role will require you to maintain and to develop strong working relationships with practice individuals including but not limited to: • Partners • Practice and Assistant Practice Manager • Salaries GPs • Nurse Manager and Team • Reception Team • Administration Teams • ARRS roles including: o PCN Pharmacy Team including the PCN pharmacists and Pharmacy Technician. o Social Prescribing team including the Social Prescribers and other Care Coordinators. o PCN Care Coordinator will work for the PCN on behalf of the network practices and therefore, will be required to develop strong working relationships with practice individuals including but not limited to • Third Party Sector Organisations such as the local Councils and the Care Coordinator will need to establish a strong working relationship with individuals to promote an integrated approach to care. • The Care Coordinator will need to work alongside the PCN Management Team at times and help develop a joined-up approach across the network. • The development of new working relationships with Voluntary Sectors will be important for the development of both the role and the PCN. • Manage and nurture ongoing relationships with system partners, local GP Practices and Patient Participation Groups (PPG), this could involve attending meetings outside of core hours. • Be a proactive team player, manage their own time and workload and work under their own initiative.

Professional and Personal Development

• All employees will be expected to complete all mandatory training as instructed by the organisation and complete additional training as and when required. The post-holder must have the ability to reflect on practice, identify learning needs and take responsibility for continued professional development (with line management support). • To participate in Individual Performance Review and Personal Development plans on an annual basis and to undertake training and development as identified within these discussions and as indicated by the requirements of the post. • To keep up to date with and attend training on revisions to information systems or changes in protocols for the inputting of data in the light of Local and national initiatives. To adhere to agreed protocols at all times. • To attend mandatory training and fire lectures regularly and assist with fire policy/evacuation procedure when necessary.

Quality:

The post-holder will strive to maintain quality within the practice, and will: • Alert other team members to issues of quality and risk • Assess own performance and take accountability for own actions, either directly or under supervision • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance • Work effectively with individuals in other agencies to meet patients’ needs • Effectively manage own time, workload and resources

The above is not an exhaustive list. The successful candidate may be asked to complete tasks in line with the overall objectives of Castle Mead and PCN agenda. These duties will be reviewed regularly with the job holder with an aim of developing the scope of the role