Patient Advisor inWarrington inWarrington PUBLISHED 7 NOV 2024

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Be able to recognise that most of the people that attend the practice are unwell and as such must be handled both sympathetically and sensitively understanding the need to be receptive to a patients situation and the need to adapt and respond accordingly

As a patient advisor you will answer telephones promptly, including any ringing unmanned telephone and direct the patient in accessing the appropriate service or healthcare professional. This is to be done in a courteous, efficient and affective way.

You will act as a focal point of communication between patients, Doctors and other members of the Primary care team. Provide support to the entire practice team. Deal with all general enquiries, politely explaining procedures.

Action prescription queries and repeat prescription requests, ensuring that they are ready for collection by the patient within 48 hours.

Ensure practice confidentiality, data protection, security, information governance policies as well as practice protocol and training are strictly adhered to at all times.

About us

• Act as a focal point of communication between patients, Doctors and other members of the Primary care team. Provide support to the entire practice team.
• It is expected that you conduct yourself with tact, compassion and efficiency and remain pleasant and professional at all times. Behave in a manner which is welcoming to and of the individual.
• Deal with all general enquiries, politely explain procedures and make new and follow up appointments
• Using your own judgement and communication skills ensure that patients with no prior appointment, but who need urgent consultations are seen in a logical and non disruptive manner
• Enter requests for home visits onto the visit triage list, ensuring careful recording of all relevant details and where necessary refer to duty doctor
• Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours
• Advise patients of relevant charges for private work accept and record payment and issue receipts for same. Ensure patient has provided signed consent
• Enter patient information on to the computer record as required, ensuring all reports, results and correspondence is scanned / filed correctly
• Ensure cover is maintained due to staff holidays, sickness, absence
• Ensure Practice confidentiality, data protection, security and information governance policies are strictly adhered to at all times
• Answer telephones promptly, including any ringing unmanned telephone. Answer the telephone in a caring, professional manner, directing the call to the most appropriate person. Ensure telephones are diverted as appropriate at the relevant times
• Use the computer system ensuring data is protected at all times. Use smart card as appropriate. Ensure passwords are not shared and smart cards are kept safe and secure at all times.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and affective way.