Job summary The purpose of the role is: The supervision and efficiency of the reception team/function across both sites Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way Undertake a variety of administrative duties to assist in the smooth running of the Practice Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies Closing date: 16/04/2025 Interview date: 23/04/2025 The Care Quality Commission requires us to have a complete employment history from the age of 16, including explanations for any gaps in employment. Main duties of the job The duties and responsibilities to be undertaken by the Reception Supervisor may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Patient Services Manager, Deputy Practice Manager or Practice Director, dependent on current and evolving Practice workload and staffing levels: Management Duties Supervision of the reception team and function as a whole Training of new reception team members in line with departmental, Practice policies and procedures, ensuring staff are comfortable and signed off to the appropriate level. Monitoring the Practice appointments system and bookings with appropriate training feedback to staff. Monitoring Reception workload (including Tasks) and feeding back to senior management should the workload exceed safe levels. Providing support with planning and implementation of the departmental staff rota Attend Practice meetings where required Any other reasonable duties as necessary Reviewing 1:1s with all the Reception team Ensuring appraisals are completed in a time orderly manner About us You will be required to be immunised in compliance with Green Book (link attached) and NHS recommendations for your role (unless medically exempt). G DOC LTD is owned by all the GP Practices in Gloucestershire; the Practices are our shareholders. We operate on a not-for-profit basis: any profits are redistributed into primary care in Gloucestershire. We are a limited company run by a Board of Directors, most of whom are experienced local GPs. We run a number of GP practices, as well as some other services for the whole county. In Gloucester we run 9,500 patients at Gloucester Health Access Centre/Matson Lane (9,500 patients) and Partners in Health (12,400). In the Forest of Dean, we run two practices, both of which are dispensing: Lydney (7,500 patients), and Blakeney (3,200 patients). Our countywide services include: G DOC is running a Covid Medicines Service to help and support the high-risk patients in Gloucestershire. Over 17,000 primary care appointments each year at Gloucester Health Access Centre for patients who may need to be seen the same day when their own practice is already full, or who do not have a registered GP. GHAC is open 8am8pm, 365 days a year. For more details visit our website Date posted 07 April 2025 Pay scheme Other Salary £14.50 an hour Contract Permanent Working pattern Part-time Reference number A0782-25-0014 Job locations Quayside House Quay Street Gloucester GL1 2TZ Doctors Surgery Matson Lane Matson Gloucester GL4 6DX Job description Job responsibilities Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Taking messages and passing on information Filing and retrieving paperwork Support with the management of online complaints relating to reception Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers via telephone calls, emails, website and text messaging systems Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning Ambulance transport bookings Deal with general enquiries and complaints Ensure outstanding queries are explained and handed over to next shift, as necessary Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Working Conditions Frequent, prolonged VDU use. Other responsibilities Awareness of and compliance with all relevant G DOC policies/guidelines for your role, e.g. prescribing, confidentiality, data protection, health and safety; Contributing to evaluation/audit and clinical standard setting within the organisation as applicable to your role; Attending training, Practice meetings and other meetings and events organised by the Practice, PCN, or other agencies such as the ICB, where appropriate; Contributing to audits and written returns to ensure that the Practice meets quality standards and receives the designated funding, as appropriate to your role; Treating colleagues with courtesy and respect; Complying with G DOCs values, and the values of your practice/team. As part of the Practice team, contributing to the delivery of QOF and enhanced services. Contributing to the management and development of the Primary Care Network, including the performance of work undertaken by the Practice as part of the PCN. Helping to ensure that the Practice remains safe and effective, including by the use of clinical audit and learning from significant events and complaints. Helping to ensure that the Practice provides a supportive working environment for clinicians, trainees and other employees. Supporting colleagues learning and professional development, as well as your own. Helping to ensure that the Practice complies with CQC requirements for primary care, including all fundamental standards of care. You will be required to be immunised in compliance with Green Book and NHS recommendations for your role (unless medically exempt). Ensuring that you always work within your own competencies and training. Observing health and safety guidelines at all times. Confidentiality Comply with the Confidentiality Agreement Health & Safety Under the Health and Safety at Work Act 1974, you have a personal responsibility to have regard to your own and others safety. You should familiarise yourself with fire exits at all sites where you work, and the action that you should take in the event of a fire. Personal alarms are available from G DOC for all GPs, wherever you are working. Your site induction should cover local procedures for summoning external help. Please ensure you familiarise yourself with these local procedures. You must comply with site Health and Safety procedures, including those that concern clinical waste, use of hazardous substances, and the use and disposal of sharps. Health and safety hazards should be reported to the Practice Manager. You should dress appropriately and professionally. To reduce the risk of sharps injuries, shoes should be closed (not open sandals). You must ensure that your car is insured for commuting and for any business use, if applicable (e.g. home visits if part of your role). GP staff in Gloucestershire have been the victims of serious & sustained stalking and violence. You should not give anyone outside the Practice information about when and where colleagues will be working. Refer any queries about rotas etc to the Practice Manager or G DOC. Be aware that stalkers may have knowledge of the local healthcare system and sound very plausible. Infection Control Undertaking training, and following policies and processes, as appropriate to your role. Any other reasonable duties that may be required from time-to-time. Safeguarding Safeguarding is everyones responsibility. Even staff who do not routinely have contact with patients may become aware of a safeguarding concern. You will Ensure you are familiar with G DOCs safeguarding procedures Report all concerns promptly, following the safeguarding procedures Ensure that you maintain an appropriate level of safeguarding training for your role Contribute to meetings and other safeguarding processes, as appropriate to your role. Equality and Diversity You will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation; Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues. Quality and Patient Safety You will strive to maintain quality within the Practice, and will: Alert other team members to any concerns about clinical governance or quality and risk; participate in Significant Event Analysis reviews Assess own performance and take accountability for own actions, either directly or under supervision; Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance; Work effectively other agencies to meet patients needs; Effectively manage own time, workload and resources. Avoid working if you are impaired from doing so safely or effectively, for example due to illness. If relevant to your role, ensure that any necessary handover and follow up arrangements for patients have been made. Inform your line manager if you have concerns about a colleague that might affect patient safety Inform your line manager of any complaints or significant events that have arisen from your work for G DOC. Participate in investigations of any complaints or significant events, if asked to do so. Inform your line manager immediately if you have been charged with any criminal offence. If you are in a regulated profession (e.g. nurse, doctor, pharmacist, accountant). Comply with your regulators guidance. Inform your line manager immediately, if you are under investigation by your regulator. Inform your line manager immediately, if you have any restrictions or conditions imposed on your practice by your regulator. Personal/Professional Development: You will ensure that your mandatory training remains up to date. You will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Communication You should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members, including through use of email, TeamNet and other agreed communication channels; Checking your email and TeamNet every working day; Communicate effectively with patients and carers; Recognise peoples needs for alternative methods of communication and respond accordingly i.e. signing and use of telephone and face-to-face translators. Job description Job responsibilities Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Taking messages and passing on information Filing and retrieving paperwork Support with the management of online complaints relating to reception Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers via telephone calls, emails, website and text messaging systems Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning Ambulance transport bookings Deal with general enquiries and complaints Ensure outstanding queries are explained and handed over to next shift, as necessary Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Working Conditions Frequent, prolonged VDU use. Other responsibilities Awareness of and compliance with all relevant G DOC policies/guidelines for your role, e.g. prescribing, confidentiality, data protection, health and safety; Contributing to evaluation/audit and clinical standard setting within the organisation as applicable to your role; Attending training, Practice meetings and other meetings and events organised by the Practice, PCN, or other agencies such as the ICB, where appropriate; Contributing to audits and written returns to ensure that the Practice meets quality standards and receives the designated funding, as appropriate to your role; Treating colleagues with courtesy and respect; Complying with G DOCs values, and the values of your practice/team. As part of the Practice team, contributing to the delivery of QOF and enhanced services. Contributing to the management and development of the Primary Care Network, including the performance of work undertaken by the Practice as part of the PCN. Helping to ensure that the Practice remains safe and effective, including by the use of clinical audit and learning from significant events and complaints. Helping to ensure that the Practice provides a supportive working environment for clinicians, trainees and other employees. Supporting colleagues learning and professional development, as well as your own. Helping to ensure that the Practice complies with CQC requirements for primary care, including all fundamental standards of care. You will be required to be immunised in compliance with Green Book and NHS recommendations for your role (unless medically exempt). Ensuring that you always work within your own competencies and training. Observing health and safety guidelines at all times. Confidentiality Comply with the Confidentiality Agreement Health & Safety Under the Health and Safety at Work Act 1974, you have a personal responsibility to have regard to your own and others safety. You should familiarise yourself with fire exits at all sites where you work, and the action that you should take in the event of a fire. Personal alarms are available from G DOC for all GPs, wherever you are working. Your site induction should cover local procedures for summoning external help. Please ensure you familiarise yourself with these local procedures. You must comply with site Health and Safety procedures, including those that concern clinical waste, use of hazardous substances, and the use and disposal of sharps. Health and safety hazards should be reported to the Practice Manager. You should dress appropriately and professionally. To reduce the risk of sharps injuries, shoes should be closed (not open sandals). You must ensure that your car is insured for commuting and for any business use, if applicable (e.g. home visits if part of your role). GP staff in Gloucestershire have been the victims of serious & sustained stalking and violence. You should not give anyone outside the Practice information about when and where colleagues will be working. Refer any queries about rotas etc to the Practice Manager or G DOC. Be aware that stalkers may have knowledge of the local healthcare system and sound very plausible. Infection Control Undertaking training, and following policies and processes, as appropriate to your role. Any other reasonable duties that may be required from time-to-time. Safeguarding Safeguarding is everyones responsibility. Even staff who do not routinely have contact with patients may become aware of a safeguarding concern. You will Ensure you are familiar with G DOCs safeguarding procedures Report all concerns promptly, following the safeguarding procedures Ensure that you maintain an appropriate level of safeguarding training for your role Contribute to meetings and other safeguarding processes, as appropriate to your role. Equality and Diversity You will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation; Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues. Quality and Patient Safety You will strive to maintain quality within the Practice, and will: Alert other team members to any concerns about clinical governance or quality and risk; participate in Significant Event Analysis reviews Assess own performance and take accountability for own actions, either directly or under supervision; Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance; Work effectively other agencies to meet patients needs; Effectively manage own time, workload and resources. Avoid working if you are impaired from doing so safely or effectively, for example due to illness. If relevant to your role, ensure that any necessary handover and follow up arrangements for patients have been made. Inform your line manager if you have concerns about a colleague that might affect patient safety Inform your line manager of any complaints or significant events that have arisen from your work for G DOC. Participate in investigations of any complaints or significant events, if asked to do so. Inform your line manager immediately if you have been charged with any criminal offence. If you are in a regulated profession (e.g. nurse, doctor, pharmacist, accountant). Comply with your regulators guidance. Inform your line manager immediately, if you are under investigation by your regulator. Inform your line manager immediately, if you have any restrictions or conditions imposed on your practice by your regulator. Personal/Professional Development: You will ensure that your mandatory training remains up to date. You will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Communication You should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members, including through use of email, TeamNet and other agreed communication channels; Checking your email and TeamNet every working day; Communicate effectively with patients and carers; Recognise peoples needs for alternative methods of communication and respond accordingly i.e. signing and use of telephone and face-to-face translators. Person Specification Personal Qualities Essential Clear, polite telephone manner Polite and confident Flexible and cooperative Motivated High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Experience Essential Broad knowledge of General Practice Qualifications Essential GCSE grade 4/C or above in maths & English, or equivalent (if candidate does not hold these qualifications or a recognised equivalent, competency testing may be required) Other Essential Disclosure Barring Service (DBS) check Evidence of continuing professional development Skills Essential Excellent communication skills (written and oral) Strong IT skills Competent in use of SystmOne Competent in the use of Office and Outlook If not already competent in SystmOne, Office & Outlook, willing and able to undertake training and develop competency. Ability to follow policy and procedure Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Person Specification Personal Qualities Essential Clear, polite telephone manner Polite and confident Flexible and cooperative Motivated High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Experience Essential Broad knowledge of General Practice Qualifications Essential GCSE grade 4/C or above in maths & English, or equivalent (if candidate does not hold these qualifications or a recognised equivalent, competency testing may be required) Other Essential Disclosure Barring Service (DBS) check Evidence of continuing professional development Skills Essential Excellent communication skills (written and oral) Strong IT skills Competent in use of SystmOne Competent in the use of Office and Outlook If not already competent in SystmOne, Office & Outlook, willing and able to undertake training and develop competency. Ability to follow policy and procedure Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Disclosure and Barring Service Check 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. Employer details Employer name G DOC Ltd Address Quayside House Quay Street Gloucester GL1 2TZ Employer's website https://ghac.co.uk/ (Opens in a new tab)