Danum Medical Services Limited
Reports to Practice Manager
To provide an efficient service to all patients, maintaining confidentiality at all
To provide accurate computer records and information as requested.
To fully support the patients, GPs and colleagues and uphold the
No formal qualifications are required at this level .
Must have experience of windows based computer systems and basic
keyboard skills. Receptionists must have good organisational and
interpersonal skills, good verbal and written communication skills and be able
to work on their own initiative. Must be capable of demonstrating the ability to
work in a team and across multi-professional teams. Must remain calm and
resilient under pressure with a desire to learn and develop new skills. Must
be a flexible worker.
A minimum of one years experience working in a people orientated field.
This level is suitable for new employees wishing to gain experience in general
practice. This role comprises basic reception and administrative tasks.
Employees would be expected to achieve all basic competencies within 2
Decisions and Judgements:-
Under the supervision of the Practice Manager, will be required to use own
initiative to apply practice/company policies to ensure best care for patients
and follow practice/company guidelines.
Communications and relationships:-
Will need to communicate with patients, visitors, colleagues and others by
verbal and non verbal methods. Must be able to communicate on all levels
and recognise individuals needs. Will be required to communicate with
patients whose first language is not English and patients with learning
All employees must:
Ensure confidentiality is preserved at all times whether the information
is written/electronic or oral and whether the employee is at or away
Work under regulatory ruling of Health & Safety to ensure the control of
potential hazards including handling of pathology specimens, personal
hygiene, cross infection.
Follow Data Protection and practice protocols for Clinical Governance
Framework and Caldicott Principles.
Take all appropriate precautions to protect the security and safety of
oneself and others and the premises.
Adhere to the legal requirements with regards to supporting Equal
Deal with complaints promptly according to practice policy.
Perform duties to standards required by the practice.
Demonstrate commitment to Continued Professional Development.
Demonstrate computer literacy.
1. Data Input and Retrieval
Understand the different screens of a patients record.
Able to retrieve patients details by name, address, DOB or NHS
Know how to find family members at the same address.
Record all contacts with patients in accordance with practice
Record ambulance requests.
Able to print our patient records.
Correct usage of shredder for patient identifiable information.
2. Home Visit Requests
Be able to explain the practice policies for acceptance of home
Record visit requests in the visit book and on the computer.
Print out patient summary for GP to take on visit.
Correct allocation of visits to GPs’.
Give appropriate advice in cases of emergencies i.e. chest pain
ensuring emergency requests are bought to the attention of the
Understand the practice policy for appointments.
Aware of the different services available to patients.
Able to make appointments.
Able to move or cancel appointments.
Recognise patients who do not arrive for appointments and
Understand procedure for patients arriving after appointment
Keep patients informed of clinics which may be running late.
Alert doctors/nurses to patients whose may need immediate
Alert doctors/nurses to patients who may need assistance i.e.
hearing or vision impaired.
Able to use the search facility to locate a patients’ appointment
or find a Drs available slot.
4. Mail Distribution
Open and sort mail in accordance with practice procedures.
Understands procedure for distributing mail when Drs on
Demonstrates correct use of practice stamps.
Able to sort mail after marking by Drs accurately.
Prepare outgoing mail appropriately using franking machine.
Able to use fax machine.
Demonstrate ability to use photocopier.
Greets callers politely and identifies themselves and practice to
Able to use the telephone system to receive, transfer and make
Can pick up calls from other phones
Ensure confidentiality is maintained by putting callers on hold.
Ensure system is put through to out of hours service correctly at
the end of the day and able to return system to normal use in a
Able to divert to answer machine during practice closure times
and able to record messages.
6. Message Taking
Receive and respond to routine and non-routine requests for
information from patients, carers and other users of the surgery.
Identify appropriate member of the primary health care team to
receive messages and ensure information is passed on in a timely
Ensure messages requiring responses are followed up.
7. Visitors to the Practice
Ensure visitors to the practice sign in and out
Direct visitors as necessary.
8. Practice Information
Able to explain the practice policy for registrations including
temporary residents, immediate and necessary treatment and
visitors from overseas.
Ensure adequate stock of practice leaflet and any
newsletters/information sheets and distribute to patients
Able to direct patients requesting access to medical records.
Able to direct requests for information under the Freedom of
Understand role of PALS
Keep patient information file up to date.
9. Ambulance and Patient Transport
Understand practice policy on providing patient transport.
Demonstrate ability to record ambulance requests using
Ensure routine requests are faxed through to ambulance control
and follow up confirmation of booking.
Telephone emergency requests and with relevant information.
Understand different timescales of ambulance availability.
Enter details onto patient records including date/time booked and
10. Maintenance of Filing Systems
Able to retrieve and file patients records alphabetically when
Ensure any correspondence filed is in strict date order.
Know relevant person to inform of patient detail changes and
ensure information is passed on.
Understand the importance and legal requirements of accurate
medical records and implications of mis filed documentation.
Ensure reception area is kept clean and tidy with particular
attention to own work station.
Clean computer keyboards, monitors and telephone handsets
on a regular basis.
Ensure Drs computers are switched on before surgery and all
computers are closed down correctly at night.
Check consulting rooms at lunchtimes and evenings and
remove dirty pots and change couch roll where necessary.
Check waiting room at lunchtimes and tidy magazines.
12. Emergency Situations
Respond to patients in emergencies, assisting with CPR if
React to activated panic alarms in accordance with practice
Understand Evacuation procedure and responsibilities.
Take appropriate action if a patient is rude or aggressive as per
practice Zero Tolerance policy.
Required Knowledge and Skills:-
Good organisational skills
Well developed interpersonal skills
Ability to work on own initiative
Good verbal and written communication skills
Resilient and calm under pressure
Able to work within a team
Demonstrates ability to work across multi-professional teams.
Required Training :-
Health and Safety
Attendance at In House and Forum based TARGET.