Debbie Wilson

I have been a medical administrator for 12 years in a busy GP practice
As an administrator I was the first point of contact for people visiting the practice
These people can range from patients, families, district nursing staff, mental health nurses, ambulance service, wards and outside visitors arriving for meetings with managerial staff
I dealt with a high volume of calls daily from patients and I was responsible for booking appointment with the appropriate clinicians, which means I had to 'care navigate' to make sure the patients were seeing the correct clinician and appointments were being used appropriately
I also dealt with calls from hospital consultants, secretaries, and nursing staff with enquiries about patients or to give information about the patient to staff

Data protection is key whilst doing this and there were procedures in place to make sure I was not giving out any information without a doctor's consent
I had to multi task everyday between answering calls, dealing with people who came to the desk with enquiries, scanning and filing paperwork, checking blood test are on 'Order Comms' system for phlebotomist before patients arrived for their appointments
I summarised and coded all new patient medical records from their previous GP practice onto EMIS system, which means I have a wide knowledge of medical terminology and anatomy I also know about CHI numbers as this is how we match the patient to there medical records along with name, address and date of birth
I have knowledge of using NHS mail as I would print clinic letters that have been emailed to the practice which I then scanned and sent through DOCMAN to the appropriate clinician to view
I also used SCI Store to look for patient results that we may have not received We had a system where no results would be missed, everything had to be investigated as to why we had not received it in a timely manner
I have excellent communication skills and feel I can deal with most issues that arise in a GP practice I know you can have patients who can be aggressive on the phone or face to face but this can be due to illness, family issues, a feeling of not being listened too You have to have a great deal of patience and compassion and I feel these are attributes I possess