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Join a dynamic NHS primary care organisation as a Patient Adviser at Portland Medical Centre. You will be the first point of contact for patients, providing essential administrative support while ensuring a high-quality experience. This role is integral to maintaining efficient operations in a fast-paced environment, ideal for someone with strong customer service skills and a passion for patient care.
We are seeking a reliable and enthusiastic Patient Adviser to join our friendly and supportive team at Portland Medical Centre, part of the Bourne Health Partnership. ThePatient Adviser team is the first point of contact for patients and allvisitors at Portland Medical Centre. The Patient Advisers provide a receptionservice and handle all queries from patients on reception. The team also dealwith all day-to-day enquires that come to the practice via our online portal.
We appreciate the interest of all applicants. Please note that we may close this vacancy early if we identify a suitable candidate before the advertised closing date, so we encourage interested applicants to apply as soon as possible.
The Bourne Health Partnership is a dynamic and growing NHS primary care organisation comprising four GP practices: Portland Medical Centre in South Norwood, Keston Medical Practice and The Moorings Medical Practice in Purley and Kenley, and Esher Green Surgery in Surrey Downs. Together, we care for a diverse population of over 55,000 patients.
We are a collaborative, forward-thinking organisation led by GP Partners and supported by a broad multi-professional team. Our focus is on delivering sustainable, high-quality care through digital innovation, integrated services, and a strong commitment to patient experience.
We offer:
Key Responsibilities:
This list is not exhaustive, and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.
Your individual job plan will be agreed with your line manager. This will be subject to change in accordance with the needs of the organisation.
Key Relationships:
Internal:
External:
The Patient Adviser is an integral part of the Practice Administration Team. The team provides the reception service for the practice and actions all general administration functions
Key Performance Indicators (KPIs)
KPIS will be agreed annually with your Line Manager. These will be agreed according to business need.
Key functions that are the minimum indicators to ensure that the role is being fulfilled:
This list is not exhaustive but a guide. KPIs will be set annually and reviewed regularly with your Line Manager depending on business need and person specific requirements.
The following statement forms part of all job descriptions:
Confidentiality / Data Protection / Freedom of Information
Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the organisations FOI procedure if they receive a written request for information.
Information Governance
All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner
Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.
Health and Safety
All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
Infection Control
All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager or stated to be mandatory.
Flexible Working
As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.
Safeguarding children and vulnerable adults
Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
Sustainability
It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers monitors and equipment when not in use, minimising water usage and reporting faults promptly.
The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients and visitors. Staff are therefore not permitted to smoke on organisational property.
We appreciate the interest of all applicants in this opportunity. Please note that we may close this vacancy early if we identify a suitable candidate before the advertised closing date. We encourage interested applicants to submit their applications as soon as possible.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
£12.21 an hourBased on 20 hours per week the annual salary will be £12,698.40