👋 Welcome to our Reception Handbook! This handbook is for Receptionists (and anyone else that’s interested) to understand our key policies and procedures that relate to working as a Receptionist at Penrose Health. The contents of this handbook are our best practice recommendations - always use your judgement and escalate any concerns!
If you can't find what you're looking for try searching up in the top right corner ↗️
Update: If we update anything important we'll let you know here
Job-Specific SOPs
5 Minute Brief Intervention Slot
5 Minute Brief Intervention Slot
Answering Phone Calls
Answering Phone Calls
Baby & Birth Mother Postnatal Check
Baby & Birth Mother Postnatal Check
Baby Clinics
Baby Clinics
Blood Pressure Readings
Blood Pressure Readings
Booking Appointments
Booking Appointments
Booking Vaccination & Immunisation
Booking Vaccination & Immunisation
Common Appointment Requests
Common Appointment Requests
Contacting Emergency Services for Patients
Contacting Emergency Services for Patients
ECGs
ECGs
Electronic Records Transfer (GP2GP)
Electronic Records Transfer (GP2GP)
Exemption Certificates
Exemption Certificates
FP10s
FP10s
Gender Reassignment on Patient Records
Gender Reassignment on Patient Records
GP Enhanced Access (GPEA)
GP Enhanced Access (GPEA)
Handling Medical Reports Requests
Handling Medical Reports Requests
Home Visits
Home Visits
Housebound Outcome Alternatives
Housebound Outcome Alternatives
Incoming London Ambulance Service (LAS) Calls
Incoming London Ambulance Service (LAS) Calls
Lost Property
Lost Property
LTC Booking Cheat Sheet
LTC Booking Cheat Sheet
Making Phone Calls
Making Phone Calls
Managing Deliveries & The Cold Chain
Managing Deliveries & The Cold Chain
Managing Vaccines & Refrigerators
Managing Vaccines & Refrigerators
NHS Health Check
NHS Health Check
Non-Clinical Queries
Non-Clinical Queries
Non-Emergency Hospital Transport
Non-Emergency Hospital Transport
Opening & Closing
Opening & Closing
Patient Clinical Waste Bins
Patient Clinical Waste Bins
Patients Leaving & Deductions
Patients Leaving & Deductions
Petty Cash
Petty Cash
Pharmacy First
Pharmacy First
Processing Fit Note Requests
Processing Fit Note Requests
Registrations
Registrations
Repeat Prescribing
Repeat Prescribing
Reporting Patient Deaths
Reporting Patient Deaths
Samples
Samples
Saturday Appointment Cancellations at Knights Hill
Saturday Appointment Cancellations at Knights Hill
Surgery Inbox Processing
Surgery Inbox Processing
Triaging 111 Worklist
Triaging 111 Worklist
Triaging Mental Health Inbound Calls
Triaging Mental Health Inbound Calls
UTI Process & Urine Dips
UTI Process & Urine Dips
Welcome Checklist
Welcome Checklist
Universal SOPs
Accessibility, Communication & Adaptations
Accessibility, Communication & Adaptations
Actioning Booked Appointments
Actioning Booked Appointments
Adult Safeguarding
Adult Safeguarding
Carers
Carers
Chaperones
Chaperones
Child Safeguarding
Child Safeguarding
Consent Guidance
Consent Guidance
Duty Doctor Role
Duty Doctor Role
Emergency Medication and Equipment Trolley
Emergency Medication and Equipment Trolley
Emergency Quick Reference Handbook
Emergency Quick Reference Handbook
Feedback & Complaints
Feedback & Complaints
Infection Prevention & Control
Infection Prevention & Control
Late Arrivals, DNAs & WNB
Late Arrivals, DNAs & WNB
Managing Violence & Aggression
Managing Violence & Aggression
Medical Emergency Protocol
Medical Emergency Protocol
Mental Capacity Act
Mental Capacity Act
Observer Policy
Observer Policy
Patient Warnings & Removals
Patient Warnings & Removals
Prevention of Radicalisation
Prevention of Radicalisation
Significant Events (SEs)
Significant Events (SEs)
Tools & Clinical Systems
Accurx
Accurx
Best Practice for Naming Files & Folders
Best Practice for Naming Files & Folders
EMIS Protocols
EMIS Protocols
EMIS Tasks
EMIS Tasks
EMIS Web Basics
EMIS Web Basics
Generic Surgery Inbox
Generic Surgery Inbox
London Care Record (LCR Portal Cerner)
London Care Record (LCR Portal Cerner)
Penrose Academy
Penrose Academy
Penrose POST v2
Penrose POST v2
Penrose POST v2: POSTcards
Penrose POST v2: POSTcards
Phone Wallboard
Phone Wallboard
Pink Alert (QOF) Box
Pink Alert (QOF) Box
Surgery Connect Softphone
Surgery Connect Softphone
Tactic Desk Booking
Tactic Desk Booking
Using Our Conference Rooms
Using Our Conference Rooms
VPN & HSCN
VPN & HSCN
Medical Terminology
Medical Terminology - Abbreviations
Medical Terminology - Abbreviations
Medical Terminology - Basics & Roots
Medical Terminology - Basics & Roots
Medical Terminology - Long Term Conditions (LTCs)
Medical Terminology - Long Term Conditions (LTCs)
Medical Terminology - Medications
Medical Terminology - Medications
References & Resources
Booking a Care Coordinator Appointment
Booking a Care Coordinator Appointment
Cross-Organisational Slots
Cross-Organisational Slots
Ear Irrigation
Ear Irrigation
Email Distribution Lists
Email Distribution Lists
FAQs - How do I…?
FAQs - How do I…?
Interpreters & Translators
Interpreters & Translators
Mental Health Services Database
Mental Health Services Database
National Screening Programmes
National Screening Programmes
Our Sites
Our Sites
Our Staff
Our Staff
Primary Care Networks (PCNs)
Primary Care Networks (PCNs)
Protected Learning Time (PLT)
Protected Learning Time (PLT)
QOF & Fundamental Care
QOF & Fundamental Care
Services Database
Services Database
Units of Alcohol
Units of Alcohol
Infection Prevention & Control
Blood Borne Viruses (BBV)
Blood Borne Viruses (BBV)
Body Fluid Spillages
Body Fluid Spillages
Cleaning Equipment & Environment
Cleaning Equipment & Environment
Hand Hygiene
Hand Hygiene
Isolation of Infectious Disease
Isolation of Infectious Disease
Laboratory Specimens
Laboratory Specimens
Needlestick Injuries
Needlestick Injuries
Personal Protective Equipment (PPE)
Personal Protective Equipment (PPE)
Safe Use & Disposal of Sharps
Safe Use & Disposal of Sharps
Topical Eradication of MRSA
Topical Eradication of MRSA
Waste Management
Waste Management
Maintained by the Learning & Resources team | Content by the L&R team, Stacey James & Raif Kadioglu