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Practice Management

John Bridgwood

Practice Manager

Wendy Sims

Deputy Practice Manager

The practice manager is involved in managing all of the business aspects of the practice, making sure the right systems are in place to provide a high quality of patient care. Specific areas include human resources, finance, patient safety, premises, equipment and information technology. The practice manager supports the GPs and other medical professionals with delivering patient services, and also helps to develop extended services to enhance patient care.

Administration

There are several administrative and secretarial staff who work mainly behind the scenes to ensure the smooth running of the practice. Task include the processing of:

  • 200-300 prescription requests each day
  • 250 referrals per week
  • 30-40 patient registrations per week
  • 150-200 tasks per week from the GPs (booking appointments regarding test results, chasing missing results, making district nurse referrals, etc.)
  • Incoming correspondence via internal and external post, plus electronic communications
  • Deductions from practice list
  • Scanning all incoming and outgoing correspondence onto patient record

Reception

The receptionists are your link with the rest of the practice. Please be aware that they do need to ask you questions, as the more information you are able to give them the better they will be able to assist you. Please do not abuse reception staff when they ask for necessary information.

A common misconception is that the receptionists' only job is to 'pick up the phone'; calls are often fairly involved, and need to be seen through.

In addition to taking requests for emergency appointments and booking routine ones, our receptionists do any number of the following (sometimes simultaneously):

  • Giving out prescriptions
  • Booking patient transport to routine hospital appointments
  • Booking emergency ambulances
  • Chasing missing results from hospitals
  • Fielding prescription queries from pharmacies (often acting as their go-between with the GPs)
  • Setting up SystemOnline access
  • Helping new patients complete their registrations/checking registrations
  • Faxing requested information to consultants
  • Speaking to the GP about a prescription query
  • Assisting admin with 150-200 tasks per week
  • Taking payments for non-NHS services

Receptionists cannot answer any questions about your medical care, nor can they deal with everything at once. It can be very busy at times, so please be patient.

Our receptionists have the right to work in a non-hostile environment, and abuse will not be tolerated. Repeated abusive conduct may lead to your removal from our practice list.

Anything you tell our receptionists will be treated in absolute confidence (the rules of confidentiality apply equally to all practice staff).

 
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