{"id":2910,"date":"2019-03-01T09:33:05","date_gmt":"2019-03-01T09:33:05","guid":{"rendered":"https:\/\/www.themurraysurgery.scot.nhs.uk\/?page_id=2910"},"modified":"2024-03-15T13:33:38","modified_gmt":"2024-03-15T13:33:38","slug":"practice-administration-team","status":"publish","type":"page","link":"https:\/\/www.themurraysurgery.scot.nhs.uk\/about-us\/our-staff\/practice-administration-team\/","title":{"rendered":"Practice Administration Team"},"content":{"rendered":"\n

Marjorie Stewart MIHM- Business Development and Practice Manager<\/strong><\/p>\n\n\n\n

The Business Manager is involved in managing all of the business aspects of the Practice such as making sure that the right systems and people are in place, at the right time, in order to provide high quality patient care. She is also responsible for human resources, finance, patient safety, premises, and equipment and information technology. The Business Manager supports the GPs and other medical professionals in the delivery of patient services and also helps to develop extended services to enhance patient care.<\/p>\n\n\n\n

Karen Morrison – Deputy Practice Manager<\/strong> <\/p>\n\n\n\n

Deputy practice manager who supports the practice manager in all the above aspects. She is also the primary surgery contact for any complaints that have escalated beyond the administration team’s ability to resolve. <\/p>\n\n\n\n

Medical Administrators<\/h2>\n\n\n\n

Claire Healy – Office & Workflow Manager<\/p>\n\n\n\n

Karay Gibson – Office Supervisor<\/p>\n\n\n\n

Our staff attend to patients on the phone and in person. They co-ordinate and organise appointments and documentation to facilitate the smooth running of the Practice and support delivery of quality patient care. The staff have a very demanding role. They are here to assist you. We would ask you to be patient during peak times when the staff can handle a large volume of calls and enquiries. They will ask you a small amount of personal information about your medical condition – this information is used to ensure your call is dealt with by the correct clinician and assist fellow healthcare professionals who work within the Practice in managing your health care and well-being. <\/p>\n\n\n\n

The medical administrator plays a pivotal role in ensuring that the surgery\u2019s precious clinical resources are correctly allocated.  They are instrumental in ensuring that patients are seen by the right clinician in the right timescale.  The surgery currently employs a Doctor First model of appointing which requires staff to take a brief medical history and add to the triage list for today.  If the surgery has moved to \u201cemergencies only\u201d because all the routine slots have been filled then staff are required to obtain the on call GP\u2019s assessment prior to adding any further bookings to the triage list. <\/p>\n\n\n\n

Staff are the first point of contact that patients and visitors have with the surgery.  It is helpful for the staff member to appear neat and tidy, wearing uniform and a name badge, demonstrating good temper and compassion, be well spoken and kindly towards patients.  Being confident when speaking will reassure patients however staff should be wary of over-promising.  If a medical administrator doesn\u2019t know the answer to a patient\u2019s query it is entirely acceptable to say so but it is then very important to find the answer and respond to the patient appropriately. <\/p>\n\n\n\n

Staff are provided with resource packs at their desks for quick reference to outside agencies and allied health services as well as each having their own protocol \u2018bible\u2019 to access for guidance.  Most protocols are designed as a guide however the Emergency 999 Protocol must be followed at all times, without deviation. <\/p>\n\n\n\n

This post is a demanding, intense and high pressured job with many and frequent changes to processes.  It is important that staff keep themselves up to date with developments or new protocols.  This role requires high levels of concentration and accuracy and can be physically, emotionally and mentally very demanding. <\/p>\n\n\n\n

There is no margin for error in healthcare \u2013 staff are empowered to be responsible and accountable for their actions, using their judgment to escalate or fully resolve as appropriate.<\/p>\n\n\n\n

Everyone must comply with data protection laws, must follow breach reporting guidance and participate fully in any follow up significant event analysis (SEA) after any incident.  All staff adhere to the Practice’s Confidentiality Policy and Data Protection Act 2018. <\/p>\n\n\n\n

Here are some of the things that our medical administrators do:<\/p>\n\n\n\n