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Communication

·         Provides and receives information giving explanations and instructions clearly and concisely using tact or persuasive skills where there may be barriers to understanding, including language, cultural and vulnerabilities.

·         Manages patient expectation through sensitive explanation such as when unable to meet needs due to request for non-commissioned care and signposting to other services, waiting times and time to results.  

·         Provide and receive sensitive information, sharing information with patients and staff on a variety of Sexual Health issues and when patients are often highly anxious.

·         Uses patient administration system to send out text reminders to service users for appointments.

·         Supports the management of the Sexual Health Enquiries inbox used by both

patients and Health Care Professionals. Manages cancellations, ensures responses are timely and suitably qualified staff are asked to respond to complex clinical concerns and any referrals are passed on to secretarial staff for action.   

Service Delivery and Improvement

• Exercises judgement when dealing with enquiries.
• Uses triage guidelines to guide decision making when advising patients on whether and when they can be seen and the appropriate appointment type
• Follows policies and protocols suggesting changes for those impacting on own area
• Maintains stock control and when designated undertakes ordering using Oracle iProcurement ordering software (or replacement) to order departmental stock within agreed levels including stationery stock

·         Ensures correct data entry, text processing and the safe storage of data, ensuring accurate data entry by self to enable reports to be pulled that will support audit requirements and production of dashboards.

·         Scans referrals, letters and hand written patients notes into electronic patient records as required.

• Completes staff surveys or audits relevant to role as required
• Highlight areas that need improvement in relation to patient flow or delays and potential solutions whilst also responding to patient and staff feedback.

·         Responsibility for opening and closing of the clinic premises when necessary.

·         Ensures the working area and patient waiting area is kept tidy at all times with up-to-date information.

·         Report any potential areas of concern to line manager and by using Datix reporting system.

·         Demonstrates a personal duty of care in relation to equipment and resources.

·         Maintain health and safety in the department and report all incidents and accidents tot the Service Manager as soon as possible, in accordance with departmental and Trust policy.

People Management and Development

·         Demonstrates administrative duties to new starters and less experienced staff both locally and from other hubs.

·         Contributes to the continued training of new colleagues within the department on procedures and policies.

·         Attends meetings and training events as appropriate for role.

Patient Care Delivery

·         Provides non clinical advice to patients and carers

·         Hands out pre dispensed, pre packed and sealed prescribed medicines to patents, completes monitoring documentation and updates records for those patients who DNA medicine pick up.

• Enters data accurately into the computer including demographic, personal and clinical details of patient attendances to provide the department with an up-to-date record of patient activity and information.

• Receives verbal complaints from patients/staff in a professional manner, taking the initiative to resolve and if unable to resolve/diffuse, refer to shift co-ordinator, senior member of staff or PALS.
• Has an awareness of the patient’s journey in terms of steps followed and that any delays to the pathway are reported and where appropriate, initiative used to resolve them.