Key Tasks

Standards/Outcomes Expected

1

Reception Management

1.1

Receive and welcome

All visitors are received promptly and courteously.

1.2

Arrival

All patients are indicated as ‘arrived’ in the Practice Management System upon arrival.

1.3

Answering telephone

All calls are answered within 6 rings.

1.4

Message taking

Messages are recorded accurately in the Practice Management System and forwarded promptly to the appropriate recipient.

1.5

Appointments

Accurate patient appointments are made according to practice policy

1.6

Communication and liaison

Enquiries from patients, visitors and others are dealt with courteously and as quickly as possible.

1.7

Patient registration

New patients who wish to register with the practice are enrolled using the form provided.

Patient notes are requested from any previous provider.

Patient details are entered into the computer system accurately.

New patients are given a practice information leaflet.

Patients are not pressured into enrolment.

1.8

Patient details are updated

Patient details are maintained and checked on a regular basis.

Address and contact details are checked at each attendance, as appropriate and where this can be done without compromising confidentiality.

1.9

Patient transfers

Notes transfer out occurs in accordance with practice policy.

2

Waiting Room

2.1

Patients are informed

Patients are informed of any delays and rescheduled as appropriate.

2.2

Waiting room monitoring

The waiting room is monitored to ensure all patients have been arrived and that there are no problems.

Patients who seem very ill or upset are to be taken to a consultation room for privacy, and the nurse alerted. Where no nurse is available, the doctor is to be alerted. Where no doctor is available, call 111.

The receptionist shall never be criticised for bringing the needs of any patient to the attention of clinical staff.

2.3

General Environement

The waiting room and children’s play area is kept clean and tidy.

Tired and outdated magazines are to be removed and new ones obtained.

3

Accounting

3.1

Patients are charged

Patients are charged accurately in accordance with charging guidelines.

3.2

Payments are receipted

All payments are processed and receipted in accordance with guidelines.

3.3

Banking

Banking is reconciled at the end of every shift and any discrepancies accounted for in accordance with policy, including checking for new debtors.

3.4

Claiming Subsidies

Subsidies are claimed accurately and in accordance with guidelines.

3.5

ACC

ACC treatment codes are accurately recorded and claimed.

Where an ACC consultation appears to have taken place, the provider is asked if any treatment codes should be applied.

4

Office

4.1

Scanning

All incoming mail and faxes are scanned and forwarded to the appropriate recipient as they arrive.

4.2

Prioritisation

Mail and faxes that appear to be urgent are notified to the recipient as soon as possible.

4.3

Outgoing mail

All outgoing mail is correctly addressed, stamped and put inoutgoing mail for postage.

4.4

Email

Email is monitored and actioned on the day it is received. All patient email to be acknowledged as having been received.

4.5

Stationery & Kitchen supplies

Stock levels of stationery and kitchen supplies are kept at an adequate level.

5

Privacy and Security

5.1

Patient confidentiality

Patient confidentiality is maintained at all times. Any information or document with a patient name or readily identifiable information must be kept confidential and not be able to be seen by members of the public or other visitors.

Patient details are not to be discussed – the exception to this is where it is in relation to a particular request or task required.

5.2

End of Day

At the end of the day, the receptionist shall ensure that all windows and doors are secured.

Where appropriate, heaters are to be set on timer for the next day.

Communication is maintained with staff on duty the next working day.

6

Training and Development

6.1

Training needs

Training needs will be assessed on a regular basis, and staff will be required to attend internal and external training seminars and courses accordingly. This may include attending training outside your normal working hours.

6.2

Meetings

Attendance is expected at all staff meetings and team meetings. This may include meetings that take place outside usual hours of work.

7

Other

7.1

Other duties

The receptionist will be asked from time to time, to perform other tasks in order to maintain the smooth and effective service of the practice.

7.2

Responsible for staff wellbeing

The receptionist ensures that staff feel cared for and that their reasonable needs for refreshment are met.

7.3

Audit and Compliance

Provides assistance to ensure policy specified audits within the reception scope are completed appropriately.