Non-Clinical Allocator

Please refer to attached job description for full details Main Duties and Responsibilities GP Triage and Care Navigation. Be the first point of contact for patients making clinical and non-clinical requests through the Middlewood PATCHS online consultation system. Review the GP triage inbox throughout each working day. Review clinically triaged patient requests received via the online consultation platform. Allocate requests to the appropriate clinician, team or service. Monitor worklists and ensure requests are made within agreed timescales. Support patient navigation to the MDT including GPs, ANPs, Practice Nurses, HCAs, Pharmacists, Physiotherapists, Mental Health Practitioners and Social Prescribers. Signpost patients to NHS, community and self-care services where appropriate Assess non-urgent patient requests using agreed practice protocols and care navigation pathways. Ensure patient safety by following agreed clinical triage and escalation processes. Redirect requests that do not require GP intervention to the most appropriate healthcare professional, practice team or external service. Allocate requests appropriately within PATCHS and the clinical system, ensuring they are directed to the correct inbox for action. Escalate urgent or clinically concerning requests immediately to the on call GP or appropriate clinician. Contribute to both episodic and long term continuity of patient care through effective care navigation. Ensure requests that do not require clinical intervention are redirected to the appropriate administrative or support service. Patient Communication Use effective questioning, active listening and professional judgement to establish patients' needs. Communicate with empathy, professionalism and sensitivity, including during difficult or emotive conversations. Use advanced communication, negotiation and de-escalation skills when managing distressed or challenging patients. Communicate effectively with patients, carers, clinicians and all members of the practice team. Recognise when patients require alternative methods of communication and respond appropriately. Clinical Systems and Record Keeping Record patient information accurately within EMIS Web and PATCHS. Redirect and allocate requests to internal PATCHS inboxes and clinical teams. Ensure all actions taken are fully documented and auditable. Understand and use all practice clinical systems in accordance with agreed protocols. Support implementation of improvements to clinical systems and workflows. Identify opportunities to improve efficiency within the GP triage process. Service Improvement Maintain an up-to-date knowledge of practice policies, local referral pathways and NHS services. Actively contribute ideas that improve patient access and operational efficiency. Participate in audits, quality improvement initiatives and service development. Monitor personal performance, productivity and adherence to agreed processes. Job description Job responsibilities Please refer to attached job description for full details Main Duties and Responsibilities GP Triage and Care Navigation. Be the first point of contact for patients making clinical and non-clinical requests through the Middlewood PATCHS online consultation system. Review the GP triage inbox throughout each working day. Review clinically triaged patient requests received via the online consultation platform. Allocate requests to the appropriate clinician, team or service. Monitor worklists and ensure requests are made within agreed timescales. Support patient navigation to the MDT including GPs, ANPs, Practice Nurses, HCAs, Pharmacists, Physiotherapists, Mental Health Practitioners and Social Prescribers. Signpost patients to NHS, community and self-care services where appropriate Assess non-urgent patient requests using agreed practice protocols and care navigation pathways. Ensure patient safety by following agreed clinical triage and escalation processes. Redirect requests that do not require GP intervention to the most appropriate healthcare professional, practice team or external service. Allocate requests appropriately within PATCHS and the clinical system, ensuring they are directed to the correct inbox for action. Escalate urgent or clinically concerning requests immediately to the on call GP or appropriate clinician. Contribute to both episodic and long term continuity of patient care through effective care navigation. Ensure requests that do not require clinical intervention are redirected to the appropriate administrative or support service. Patient Communication Use effective questioning, active listening and professional judgement to establish patients' needs. Communicate with empathy, professionalism and sensitivity, including during difficult or emotive conversations. Use advanced communication, negotiation and de-escalation skills when managing distressed or challenging patients. Communicate effectively with patients, carers, clinicians and all members of the practice team. Recognise when patients require alternative methods of communication and respond appropriately. Clinical Systems and Record Keeping Record patient information accurately within EMIS Web and PATCHS. Redirect and allocate requests to internal PATCHS inboxes and clinical teams. Ensure all actions taken are fully documented and auditable. Understand and use all practice clinical systems in accordance with agreed protocols. Support implementation of improvements to clinical systems and workflows. Identify opportunities to improve efficiency within the GP triage process. Service Improvement Maintain an up-to-date knowledge of practice policies, local referral pathways and NHS services. Actively contribute ideas that improve patient access and operational efficiency. Participate in audits, quality improvement initiatives and service development. Monitor personal performance, productivity and adherence to agreed processes.