JOB DESCRIPTION Job Title: Medicines Management Support Assistant Pay Band: Band 3 Hours of Work: Responsible to: Accountable to: Base Point: Contract Type 37.5 hours per week Prescription Order Line Manager Chief Technician 722 Prince of Wales Road Permanent Organisational Values You will uphold, role model and share a commitment to our values: Empowering: Actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people. Progressive: A learning organization, encouraging innovation and continuous improvement. Fair, Honest, Responsive and Accountable: In how we make and implement decisions. Compassionate and Caring: Focusing on the needs of our population; creating a positive working environment with colleagues. Job Summary To work as part of the Medicines Management Team (MMT) providing a centralised telephone based repeat prescription ordering service for patients registered with Sheffield GP practices. Work with GP member practices within NHS Sheffield Clinical Commissioning Group (SCCG) supporting the delivery of an efficient repeat prescribing process; reducing prescribing waste and supporting delivery of a quality service for patients and practices Main Duties and Responsibilities Use a call centre based telephone system to manage requests for repeat prescriptions from GP practices Produce repeat prescriptions using GP practice software, SystmOne and Emis Web Promote patient use of Electronic Prescription Service (EPS) Ensure GPs access to relevant electronic or paper prescriptions within an appropriate timescale Support patients to avoid over ordering of prescription items Highlight areas of over and under ordering of repeat medicines to the prescriber Work within the terms of the Memorandum of Understanding agreed between GP practices and the service Communicate relevant concerns to appropriate person to ensure that patient safety is paramount
Maintain clear and concise records To be involved in other waste / volume reduction projects as required by the Medicines Management Team Work in partnership with other professionals and staff within other organisations to optimise the use of medicines and improve patient outcomes Develop the role of the Medicines Management Support Assistant for the benefit of the service, patients and Sheffield CCG Assist practices in reviewing and improving their repeat prescribing systems Work flexibly and is adaptable to the needs of the CCG and Medicines Management Team and be able to respond effectively to ad hoc issues and changes in priority Reducing Medicines Waste Working within Medicines Management Guidelines and Memorandum of Understanding agreed with participating practices: o Synchronising prescription medicine quantities. o Remove from a patients repeat list any unnecessary repeat prescriptions that have not been ordered for an agreed length of time. Promotion of waste campaigns, highlighting areas of prescribing waste and methods to avoid them Support patient education regarding the issues of prescribing waste Improve patient and staff satisfaction Support patients to take responsibility for their repeat prescription ordering and highlight waste issues Liaise with practice staff and community pharmacies to ensure a streamlined process between the prescription ordering service, GP practice and pharmacy. To book patients in for reviews or appointments where appropriate after discussion with the patient. Ensure a system is in place for highlighting when medication reviews are due for patients, with a safety net system in place for those that are missed. Ensure clear dosing instructions appear on all repeat prescriptions (with certain exclusions as advised by the MMT) Communication Communicates effectively and efficiently via the telephone with a wide range of stakeholders in respect of sensitive and confidential information. Maintains a professional manner at all times Participate in relevant meetings and contribute to the development of the service. Liaise with GP practices and patients to confirm patient details and prescription requirements. Use of electronic communication via the GP computer systems or e-mail. Respond to queries in an appropriate manner taking appropriate action as required and with reference to Data Protection and in accordance with CCG procedures. Be aware of and take appropriate action to ensure that all patients are treated equally. Where appropriate effectively communicate any changes made to all involved in the patients care e.g. the patient, GP practice staff, community pharmacy staff. Effectively signpost patients to other services when necessary. Communicate any Medicines Management initiatives when necessary. Refer any possible safeguarding concerns to the GP or relevant individual(s) as appropriate. Promote positive working between GP s, community pharmacists and other health professionals. Participate in regular 1:1 s and personal development reviews and objectives identifying personal and professional development needs. Liaise with secondary care colleagues and agencies outside the NHS as appropriate Work in a safe and responsible manner in compliance with the Health and Safety at Work regulations and to report any hazardous situations immediately. Maintain confidentiality of information, including epact data at all times in accordance with the Data Protection Act and Caldecott guidance. Responsibility for Information Ensure the accurate and timely production of prescriptions. Be responsible for the email account if applicable, checking any new mail on a regular basis.
To amend all necessary data e.g. synchronisation of prescription quantities in line with MMT guidelines. To accurately record any information that is pertinent to the patient s medical record. Ensure that patient/staff confidentiality is maintained at all times. The post holder may review highly confidential and often contentious information during the course of their day to day work. To maintain confidentiality, security and integrity of information relating to patients, staff and CCG business. To undertake other routine departmental tasks as appropriate. Be aware of responsibility for provision of information with respect to the Data Protection Act and the Freedom of Information Act. To record accurate data within appropriate means e.g. Microsoft Excel / Medicines Management Team data base etc. enabling production of monthly relevant reports. To manage and prioritise work effectively raising issues as they develop. Research and Personal Development Participate in / undertake staff surveys and routine audits as and when required. Works within team competencies to ensure quality of service. Professional/Clinical Responsibilities Maintain the highest standards of professionalism at all times having due regard for the impact of the work on patients and staff Refer queries to the relevant individual in accordance with service protocols Undertake direction from relevant MMT members Managerial Responsibilities Manage own work schedule efficiently and effectively. Cover for team colleagues in their absence. Planning and freedom to act Works within relevant MMT Code of Practice and Standard Operating Procedures Plans, manages and prioritises own workload Responsibility for Human Resources Assist in training new starters Physical and Mental Skills and effort There is frequent requirement for working for long periods sitting using a VDU and computer workstations in an office with frequent requirement for long periods of concentration undertaking accurate manipulation of practice system information Responsibilities for Service Development & Implementation Attend appropriate courses to ensure personal and service development Propose, test and evaluate service improvements within the job role Responsibilities for patient/client care. Provides advice within levels of competence, referring to relevant individual (GP, MMT member) where necessary Has an appropriate level of understanding of Safeguarding Vulnerable Adults & Children Training and development Commit to continuing professional development and peer review Develop IT skills appropriate for needs
Financial Responsibilities Ensure the appropriate use of NHS funds and to report to the line manager instances of potentially inappropriate resource utilisation General The post holder will: Develop a culture that promotes equality and values diversity. The post holder must be aware of and committed to the Equality and Diversity policies of NHS Sheffield CCG, comply with all the requirements of these policies and also actively promote Equality and Diversity issues relevant to the post. Ensure the principles of openness, transparency and candour are observed and upheld in all working practices. Have or acquire through training provided by the organisation, the appropriate level of safeguarding knowledge, skills and practice required for the post. Be aware of and comply with the organisation s safeguarding protection policies and procedures. Ensure that any infection prevention and control issues are reported to the line manager/infection Prevention and Control Working Relationships Effective and positive communication is essential to this role. For example; Internal: Head of Medicines Management Deputy Head of Medicines Management Chief Technician Prescription Order Line Manager Other MMT members Other CCG employees External: GPs Community pharmacies NHS Trusts Care homes Patient and public representatives Voluntary agencies and organisations ORGANISATIONAL POSITION Head of Medicines Management l Deputy Head of Medicines Management l Chief Technician I POL Manager I Senior Medicines Management Support Assistant I Medicines Management Support Assistant April 17
ASSESSMENT CRITERIA Qualifications and Experience PERSON SPECIFICATION Experience of managing the repeat prescribing process Experience of working in a multidisciplinary team Experience of working in primary care or community pharmacy (desirable) Experience of working with SystmOne and Emis (desirable) Experience of dealing with the public/patients NVQ 2 in customer care or prescription/dispensing services (desirable) Knowledge and Understanding Understanding of repeat prescribing processes ; ETP, Repeat Dispensing Knowledge of the NHS and working in a multi-agency context Good computer skills and knowledge of Microsoft Word and Excel Knowledge of medicines management services and systems (desirable) Skills and Competencies Effective and positive communication is essential to this role Ability to respond efficiently to a demanding role with constant pressure from telephone calls whilst maintaining accuracy Excellent interpersonal skills and ability to communicate effectively with patients/public and colleagues at all levels. Ability to follow up all queries in a timely manner Attributes An understanding, acceptance and adherence to the need for strict confidentiality Ability to use own judgement, resourcefulness and common sense Assertiveness Able to work under pressure Able to work in a changing environment Values and Behaviours - you will uphold, role model and share a commitment to our values and supporting behaviours: Empowering Ensure communications and engagement with our stakeholders is accessible, meaningful and facilitates their involvement Consult with and include others in decisions that affect them and demonstrate we have listened Speak up if we think something is not right, support and encourage others to do the same Appreciate and recognise others qualities and contributions and work collaboratively to achieve the best outcomes Progressive Strive for continuous improvement in services, outcomes and patient experience Work collaboratively with all our partners and stakeholders Welcome and learn from constructive challenges and feedback User evidence to drive innovation and improvement Fair, Honest, Responsive and Accountable Act in a way that is consistent with values and principles of the CCG and the NHS Do what we say we are going to do Evaluate, share and learn from the outcomes of our decisions Clearly communicate and record how decisions are made Compassionate and Caring Actively listen to understand different points of view Respect and promote diversity, inclusivity and address health inequalities Be sensitive to the needs, priorities, abilities and aspirations of others, valuing every person as an individual Be polite, courteous and respectful of difference.