Patient Services Team

What does a Patient Services Administrator do?

In 2023 our Patient Services Team...

Our Patient Services team work hard to ensure you receive the most appropriate care for your medical problem by triaging the calls that come through to the surgery.

Along with handling high volumes of incoming calls, our Patient Services team have lots of administrative tasks to complete as well, such as processing requests for repeat prescriptions, actioning change of name, address and contact detail forms, processing application forms for Online Services, and contacting patients regarding administrative queries from the Clinical Team just to name a few!

Why do Patient Services Administrators ask for information about my problem?

Our team ask for information about your medical problem so you can be directed to the most appropriate clinician for your issue. Not all medical problems need to be dealt with by a GP. We have a fantastic team of Nurses and Allied Health Professionals including a Paramedic, Clinical Pharmacists, Mental Health Practitioners and a Physiotherapist who may be more better suited to handle your medical query.

Asking for more information from you also helps us to identify patients at risk of a medical emergency, for example if you are having a heart attack, you should be redirected to the emergency services, not waiting for a routine appointment with your GP. By signposting patients to the most appropriate option, patients receive more effective treatment and more appointments are available for patients with queries that do need to be seen by the GP.

All requests for appointments are triaged by our Patient Services team using a tool developed for them internally by our Partners and Operations Manager. This tool helps the team to direct patients to the most appropriate options for their query, and as it was created by Moatfield staff, it is tailored to local services available to Moatfield Surgery Patients, ensuring the most relevant signposting options.

But shouldn't my medical problems stay between me and the doctor?

Every member of staff at Moatfield Surgery is bound by confidentiality. That means whatever you tell our Patient Services Team will not leave the walls of the surgery. If you don’t want to discuss your problem with a patient services administrator, you don’t have to, but we would be unable to ensure your query is being sent to the best person to deal with your issue if we don’t know what it is.

Our Patient Services Team...

Last Updated 14/05/2024