INFORMATION FOR CANDIDATES
POST OF:
BASE:
REF NO:
Appointment Operator/Receptionist
Ayr/ Crosshouse/ Irvine
C/212/14
Thank you for applying for the above post with NHS Ayrshire & Arran. This information sheet
summarises the terms and conditions related to the post.
Please note if you provide us with an email address on your application form any future
correspondence regarding this post will be emailed to you. If you do not wish to receive this
correspondence by email then please contact us as soon as possible.
A job description and person specification for the post are attached.
This post is Permanent.
The salary for the post is based on the Band 2 salary scale which is currently £15,058 to
£17,803 per annum (pro rata for part time posts).
The hours for the post are Hours of duties: flexible and vary from 3 to 11 per week. All hours
are working during the out of hour's period: evenings, overnights, weekends and public
holidays. All hours will be predominantly worked on Saturday and /or Sunday.
A full driving licence would be advantageous, you may be required to be redeployed to an
alternative ADOC Primary Care Treatment Centre at Ayr, Crosshouse, or Irvine.
GENERAL CONDITIONS:
Conditions of Service - The conditions of service are those laid down and amended from
time to time by the appropriate negotiating bodies e.g. NHS Staff Council/NHS Pay
Negotiating Council.
Annual Leave – The leave year runs from 1 April to 31 March. Annual leave entitlement for
full time staff on appointment is 202.5 hours (27 days), with 217.5 hours (29 days) upon
completion of 5 years NHS service and 247.50 hours (33 days) after 10 years NHS service.
Entitlements for part time will be pro rata.
Public Holidays – Public holiday entitlement for full time staff is 60 hours based on the 8
designated Public Holidays per annum, and on a 5 day week working 7.5 hours per day. The
60 hours entitlement is due to all whole time staff irrespective of work pattern. For part time
staff, this will be applied on a pro rata basis and also allocated in hours.
KSF - The NHS Knowledge and Skills Framework is essentially a development tool but will
also contribute to decisions about pay progression. It will promote equality for and diversity of
all staff, having the same opportunities for learning, development and review. It will promote
effectiveness at work – with managers and staff being clear about what is required within a
post. It will support effective learning and development of individuals – with all members of
staff being supported to learn throughout their careers.
Pensions - Employees are automatically opted into the NHS (Scotland) Superannuation
Scheme. Contributions are at the rate of 5% up until £15,431 then will rise up to 5.6%
thereafter.
Employees may opt out by obtaining and completing the relevant Opt Out form from the
Scottish Public Pensions Agency website.
Disabled Applicants - A disability or health problem does not preclude full consideration for
the job and applications from people with disabilities are welcome. All information will be
treated as confidential. NHS Ayrshire & Arran has been approved, by the Employment
Services Department, as an Equal Opportunities employer with a positive policy towards
employment of disabled people. NHS Ayrshire & Arran guarantees to interview all applicants
with disabilities who meet the minimum criteria for the post.
You will note on our application form we ask for relevant information with regards to your
disability. This is simply to ensure that we can assist you, if you are called for interview, to
have every opportunity to present your application in full. We may call you to discuss your
needs in more detail if you are selected for interview.
Asylum and Immigration Act 1996 and 2004 (Section 8) - The Asylum and Immigration Act
1996 and 2004 requires employment checks to ensure that all employees are legally
employed in the United Kingdom. Candidates will be asked to provide relevant original
documents prior to an offer of employment being made. Any offer of employment will only be
made when the organisation is satisfied that the candidate is the rightful holder of the
documents and is legally eligible for employment within the United Kingdom.
Relocation Expenses - Relocation expenses may be payable to the successful candidate, in
accordance with the Policy. This is available on request from the Department of O&HR
Development. Candidates who require to relocate to take up post, should discuss this with
the interview panel.
Medical Examination - Any offer of employment is conditional upon a satisfactory medical
report from our Occupational Health Services. You may be offered employment conditional
on confirmation that you are medically fit for employment. A commencement date for
employment will only be agreed following this confirmation.
Policy Relating to Staff with Bloodborne Virus Infection - Candidates for posts which
involve exposure prone procedures will not be allowed to commence employment until they
have been assessed as fit to perform EPPs by Occupational Health. The pre-employment
screening must be completed prior to any job offer being made. Where a candidate is not
able to perform EPPs, Occupational Health will notify the appropriate manager that the
candidate is ‘fit with restrictions’ and is unable to perform EPPs. The health status of the
individual will not normally be notified to management. Where the restrictions recommended
by Occupational Health are unable to be accommodated due to the clinical duties of any of
the posts within the staff groups specified in the policy, an offer of employment to the post will
not be made.
Candidates who are not offered employment due to being deemed unfit to undertake EPPs as
an essential requirement for a post, may be offered the opportunity to apply for another
advertised vacant post and be considered with other applicants. The pre-employment
screening for EPP posts above do not apply to staff undertaking non-EPP posts who could
have direct contact with blood, bloodstained body fluids or patients’ tissue in the course of
their work activities. These staff will be offered and strongly advised to be immunised against
Hepatitis B in line with the Immunisation Policy including recall for boosters and further
antibody checks.
References - Two satisfactory written references must be obtained prior to any offer of
employment being made. These should include current and previous employers as
requested in the job application form. This is in line with the Recruitment and Selection Policy.
YOUR APPLICATION:
Informal Enquiries - Informal enquiries are welcomed by Charlene McLaughlin,
Operational Supervisor Team Leader who can be contacted on 01563545511.
Closing Date - Your completed application form should be submitted by 04 July 2014 via the
online application form on the SHOW website. Alternatively your completed application form
can be returned to the address below or can be e-mailed to Leena.Alnaib@aapct.scot.nhs.uk
Department of O&HR Development
63A Lister Street
University Hospital Crosshouse
KILMARNOCK
Ayrshire
KA2 0BE
ADDITIONAL INFORMATION:
LOCATION - AYRSHIRE
Situated in attractive south-west Scotland on the Firth of Clyde coastline is the glorious
countryside of Ayrshire which you’ll soon discover is a very special corner of Scotland.
Ayrshire roads are quiet, the countryside peaceful but even so its easy to get here by road,
rail, or air.
Local attractions include country parks, museums - there’s Robert Burns and 1000’s of years
of history and heritage to enjoy, sports - sailing, watersports, swimming, riding, golf to mention
but a few.
Starting in the North at the family resort of Largs the coastal route runs south through the
seaports of Ardrossan and Saltcoats to Irvine - Scotland’s only New Town by the sea. From
Irvine you can take in the breathtaking beauty of the Ayrshire countryside - visit Kilmarnock
with its famous Dean Castle and Country Park then inland through the lace making towns of
Galston, Newmilns and Darvel. Further south and you are in Doon Valley - the heart of
Ayrshire’s industrial heritage. Back on the coastal route south of Irvine is Troon, another
popular resort and the start of Ayrshire’s famous Golf Coast. On this stretch of Ayrshire
Coast Ayr is the premier resort and is also the ideal base for exploring the Burns Heritage
Trail and visiting Burn’s birthplace in Alloway.
From Ayr the coastal route to Girvan includes the picturesque harbour village of Dunure and
the National Trust’s major attraction - Culzean Castle. Inland is the ancient capital of Carrick Maybole with its castle and tollbooth. Here in South Ayrshire the nearby Carrick forests and
hills offer superb walking country. The popular seaside town of Girvan would be your last port
of call or you could continue southwards to Ballantrae along a spectacular rugged coastline
notorious in the past as a haven for smugglers.
From North to South the countryside is very varied with something to suit everyone - we like
living and working here - and think you will too!
WITHIN EASY ACCESS TO GLASGOW
Most locations within Ayrshire are also within easy access of Glasgow by rail or road with all
the benefits and attractions found in a major city.
TOBACCO POLICY
Fresh Air Policy - Please note that, in line with the national Tobacco Control Strategy (20132018), NHS Ayrshire and Arran are working towards smoke free grounds by March 2015
(with the exception of mental health facilities).
ALCOHOL AND DRUG POLICY
NHS Ayrshire & Arran operates an Alcohol and Drug Policy to protect the safety of all
patients, visitors and staff with the aim of promoting well being and reducing harm.
STAFF BENEFITS:
STAFF LOTTERY
The Board has set up a staff lottery and the cost of a chance in each monthly draw is
deducted directly from your wage/salary if you decide to enter the scheme. Half the proceeds
of the lottery are paid out as prizes and the remaining half is used to provide amenities,
facilities and services for both patients and staff.
During the year bumper prizes can be won and in the past these have included large cash
prizes, luxury holidays and cars.
STAFF DISCOUNTS
Information on Discounts given to staff by several local businesses will be available on taking
up employment.
JOB DESCRIPTION
1. JOB IDENTIFICATION
Job Title:
Receptionist/Appointment Facilitator
Responsible to (insert job title): General Manager
Department(s): NHS - ADOC
Directorate: CLINICAL SERVICES & Partnerships
Operating Division:
Job Reference: C/212/14
No of Job Holders: 33
Last Update (8th January 2007 ):
2. JOB PURPOSE
To ensure that all patient PCTC contacts/appointments are arranged applying the NHS-ADOC
procedures also close liaison with NHS-24. Ensuring that all the necessary communication, e.g.
IT, Fax or written into the control room is maintained to the highest standard in order that
patients are routed efficiently and courteously. To be available to give support services to all
Health Professionals based at any of NHS ADOC Primary Care Treatment Centres
3. DIMENSIONS
Patients
374000
General Practices
57
General Practitioners
255
Staff
30 WTE
4. ORGANISATIONAL POSITION
Please see attached sheet
5. ROLE OF DEPARTMENT
To provide a high quality, safe and effective Doctor and Nurse led clinical Unscheduled Care
Service to the population of Ayrshire & Arran ensuring that there are robust corporate,
healthcare, clinical and staff governance frameworks in place. Working in partnership with
multi-disciplinary Teams, AHP, internal and external Agencies and Stakeholders to achieve this
purpose
6. KEY RESULT AREAS
1. The accurate completion of electronic or written records of all patient contacts into the
Service
2. Respond to patients in a friendly and informative manner, also ensuring their safety whilst on
premises.
3. Supporting the clinicians in the satisfactory completion of their workload
4. Regular contact to be maintained within the Control Room and NHS-24 Staff to ensure the
continuity of all PCTC appointments.
5. Create good liaisons/relationships generally with GPs and all other internal/external
agencies/persons in connection with the Service.
6. In line with my role, always ensuring that NHS-ADOC is compliant with all the Divisional
Procedures, e.g. Data Protection Act, Caldicott Guidelines, Complaints, Health and Safety,
IRAMS, as laid down by NHS Ayrshire and Arran Community Health Division
7. Multi-tasking when existing role is developing and undertaking all mandatory and other
relevant training towards own personal development
8. Working in a calm and rational manner at all times – individually or as part of the Team.
9. General routing of patients, also route to the appropriate internal/external agencies.
10. Prepare GP consulting room with all diagnostic equipment and pharmaceuticals required,
general cleaning and checking that all equipment is in good order, reporting any shortfalls as
per procedures.
11. Complete a handover or secure the PCTC at the end of the session, leaving it tidy and ready
for use at any time.
12. Responsible for ensuring a Professional handover and reporting any shortfalls within the
Service to senior member on duty.
13. Oversee junior staff in the performance of their duties and assist them in maintaining
standards.
14. Be available for staff meetings, and interviews with Management.
15. To take responsibility for your own training and development needs/attending
meetings/annual appraisals/ training courses deemed to form an integral part of your duties.
16. Take responsibility for the cleanliness of the environment under Health & Safety Spillages
Procedures
17. Chaperone GP as requested in the absence of nurse and complete biochemistry forms and
deliver safely to the labs.
7a. EQUIPMENT AND MACHINERY
Telephone
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Liaising with NHS-24 by allocating appropriate PCTC appointments by location and triage
timing
Liaising with NHS-24 to make enquiries
Contacting Standby GPs when authorised
Contacting District Nurse as per patient needs
Contacting Drivers in the event of radio failure or as assistant Dispatcher
Mobile telephones in the event of failure of landline telephones
Computer
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Adastra package – used for despatching patients details for appointments to appropriate
PCTC and time of appointment
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Printing off patients details for GP on duty seeing patients at PCTC
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Patient arriving at PCTC without first making an appointment via NHS 24, making a screen
with patient details
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Modifying call details
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Message handling
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Database search – GP details, Surgery, Chemists, District Nurses,
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Call editing
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Entering outcomes for GP using medical terminology
Photocopier
Fax Machine
 Used in failure of computer screens coming from NHS-24
 Faxing clinical details to PCTC – ensuring compliance of Data Protection and Caldicott
Guidelines
7b. SYSTEMS
Patient Database
Computer system with comprehensive/confidential patient details
Appointment System
Security System
8. ASSIGNMENT AND REVIEW OF WORK
Routine work will be mainly undertaken by using own initiative, working as part of a Team, or
under the direction from the Team Leader/Dispatcher on duty.
Performance will be reviewed by the Line Manager in accordance with the Divisions appraisal
system.
9. DECISIONS AND JUDGEMENTS
Setting up of clinical area used by GP, i.e. ensuring that appropriate equipment is checked e.g.
Oxygen and defibrillator. Ensuring that prescription pads and all relevant paper work is laid out as
Required and all equipment and paper work securely stored at the shift end.
Being aware of clinical appointment times, knowledge of patient arrival for appointment.
Informing the patient if appointment times over run and being aware of relevant Standing
Operational Procedures
10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Face to face contact with the public – who may be upset or distressed
Ensuring good communication channels throughout the Service between internal and external
agencies
Making contact with DNA’s ensuring their safety. On occasion being in a loan working
environment.
Take responsibility for cleaning up bodily fluids in the absence of the nurse in keeping with the
H&S spillage protocol
Trained to assist the GP during basic life support procedures and resuscitation of patients using
defibrillator
11. COMMUNICATIONS AND RELATIONSHIPS
Internal
Team leaders
Dispatchers
Drivers
CPN
Nursing Staff
External
NHS-24
A&E Departments
General/District Nurses
Social Workers
Dentistry
Patients
Admin Staff
Doctors
NHS 24
Police
Community Psychiatric Nursing
Ambulance Service
Chemist
12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB
Physical
Extensive VDU usage and keyboard
Telephony
Mobile as contingency
Mental
Ensuring patients PCTC appointments are completed within agreed time scales
Aware of special Patient Folder details, i.e. CPN, Social Work, etc
Ensuring correct medical terminology/medication and dosage when inputting Doctors
outcomes onto the Adastra computer system in order to close the calls.
Emotional
As the first face to face contact post holder may be presented with irrational or distressed
patients
Ensuring that patients in the waiting room do not become distressed or deteriorate due to
illness
Multi-tasking
13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
Essential
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Excellent communication and interpersonal skills
IT skills
Flexible and adaptable to changing environments
Ability to work under pressure
Work on own initiative
Work as a Team player
Desirable

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Experience in an out of hours service
Experience within Health Board setting an advantage
Adastra Software package
NHS Ayrshire and Arran
Person Specification
Post Title: Appointment Operator/Receptionist
Post Reference Number: C/212/14
Selection Factors
(Person Specification)
QUALIFICATIONS &
TRAINING
Criteria
Essential
Desirable
EXPERIENCE
Adastra Software Package
Essential
Desirable
KNOWLEDGE
An understanding of all MS Office Packages & Keyboard skills
Working in an out of hours setting
Working within a Health Board setting
Essential
Desirable
COMPETENCIES &
SKILLS
Essential
Excellent communication and interpersonal skills
Demonstrate initiative and sound judgment
Flexible and adaptable to changing environments
Desirable
PERSONAL
CHARACTERISTICS AND
OTHER
Essential
Ability to work individually and in a team setting
Ability to keep to deadlines
Flexibility in working hours, when required over public holidays especially Christmas and New Year etc.
Desirable
Confident Outgoing & Friendly