Patient Services Lead

Reports to: Deputy Practice Manager

Contracted hours: 37 hours per week

Job Summary

Responsible for the day to day supervision and management of all reception staff and associated functions including the repeat prescribing and the clinical system, ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales.

Job responsibilities

  • Oversee reception staff and other resources with the support of the Deputy & Practice Manager ensuring adequate levels are maintained.
  • Arrange induction and training of all new staff to agreed standards.
  • Identifying training needs and liaising with Deputy Practice Manager
  • Prepare weekly staff duty rota and ensure adequate staffing levels
  • Advise the Deputy Practice Manager of staff absences, updating GP Team Net accordingly
  • Record and report patient complaints to the Practice Manager in a timely manner
  • Collate and distribute weekly call stats
  • Prepare, maintain and update clinical and reception rotas, ensuring changes are actioned promptly
  • Manage the appointment book ensuring appointments are correctly utilised
  • Deal with requests from patients and other organisations as appropriate
  • Deal with more complex enquiries from patients and deputise for Deputy & Practice Manager as required.
  • Continually assess and evaluate systems recommending changes and improvements to the Practice Manager as appropriate.
  • Have oversight of the stocks held in Reception, including information to patients.
  • Monitor incoming emails, dashboard and internal tasks
  • Maintain the tidiness of Reception at all times

The above list of duties is not exhaustive and may be subject to change as deemed necessary.


  • 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.
  • Wilful or negligent handling of personal or sensitive information is a disciplinary offence. The Practice takes these matters extremely seriously.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:

  • Using personal security systems within the workplace according to practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Reporting potential risks identified.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognises the importance of people’s 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
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

  • Participation in an annual appraisal, 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.


The post-holder will strive to maintain quality within the practice, and will:

  • Alert other team members to issues of quality and risk
  • 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 team’s performance
  • Work effectively with individuals in other agencies to meet patients’ needs
  • Effectively manage own time, workload and resources.


The post-holder should recognise the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise people’s needs for alternative methods of communication and respond accordingly.