Practice Overview
Hope Farm Medical Centre is a GP practice based in Great Sutton, Ellesmere Port, serving over 15,000 patients. The practice vision is to be a trusted medical centre at the heart of our community, where continuity of care ensures every patient feels valued, heard and cared for. Our mission to achieve this is to provide accessible, high-quality primary care by building lasting patient relationships, combining continuity of care with traditional values and innovation.
The centre offers a wide range of services, including:
General medical care and chronic disease management
Childhood immunisations and family health services
Women's health and contraception services
Minor surgery procedures
Mental health support
Health screening and preventative care
Enhanced access appointments
A core member of One Ellesmere Port Primary Care Network (PCN)
Hope Farm Medical Centre has been rated "Good" by the Care Quality Commission (CQC), which highlighted the practice's quality of care, support for patients with long-term conditions, and collaborative approach to community healthcare with an outstanding rating for caring.
We are seeking a motivated Patient Services Assistant Apprentice to support our healthcare team in delivering exceptional patient care. This paid apprenticeship provides an excellent opportunity to gain practical experience within a clinical environment while developing essential skills in patient support, communication, and healthcare administration. The role involves assisting with patient interactions, supporting care plans, and ensuring smooth operational workflows under supervision.
Role Overview
To be responsible for undertaking a wide range of reception, administrative and care navigation duties, and the provision of general support to the multidisciplinary team at Hope Farm Medical Centre. The Patient Services Team forms an important part of the operational team and work under the direction of the Managing Associate Partner. Specific duties can include but are not limited to, greeting, and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages, and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
Responsibilities
a. Maintaining and monitoring the practice appointment system and process patient requests for appointments.
b. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
c. Through Care Navigation, process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.
d. Processing internal tasks as directed by the clinical team.
e. Process incoming and outgoing mail, email and online digital tools.
f. As required support Medicines Manager in the management of repeat prescriptions, ensuring they are processed accurately and efficiently.
g. Initiating contact with and responding to, requests from patients, team members and external agencies.
h. Read code data on EMIS.
i. Photocopy documentation as required.
j. File and store records as required.
k. Data entry of new and temporary registrations and relevant patient information as required.
l. Input data into the patient’s healthcare records as necessary.
m. Scanning of patient related documentation and attaching scanned documents to patient’s healthcare records.
n. Manage all queries (including administrative queries) as necessary in an efficient manner.
o. Carry out system searches as requested.
p. Maintain a clean, tidy, effective working area at all times.
q. Monitor and maintain the reception area and notice boards.
r. Support all clinical staff with general tasks as requested.
s. Ensure all mandatory training is completed & up to date.
Training
Training in line with the apprenticeship - Business Administration Level 3 with clinical Coding
Mandatory training for the job (infection control, safeguarding, information governance, health and safety, confidentiality)
Protected learning afternoons (8 afternoons per year) used for wider training and team building.
Pay: £10.00 per hour
Application question(s):
- What attracts you to working in general practice?
- Can you tell us about a time when you dealt with a difficult customer or situation.
- Working in general practice can be very busy, with competing priorities such as answering calls, booking appointments, and helping patients at reception. How would you manage your workload during a particularly busy period?
Work Location: In person
