Job Description: General Practice Assistant (GPA)

Location: Downton Surgery

Job Type: 24 hours

Salary: Dependent on experience and qualifications

Closing Date: 30th November 2026

About Downton Surgery

Nestled in the heart of our rural community, Downton Surgery is a dedicated practice serving a growing list of approximately 7,000 patients. We are committed to providing high-quality healthcare with a personal touch, focusing on patient care and supporting the well‑being of our community. As part of our ongoing efforts to improve service delivery and streamline operations, we are excited to introduce the role of General Practice Assistant (GPA) to further enhance the support we offer our clinical team and patients.

Job Overview

We are seeking a proactive, organised and compassionate General Practice Assistant (GPA) to join our friendly and dedicated team. This is a varied and essential role designed to support our GPs and wider practice team in the smooth running of day-to-day operations, allowing our clinicians to focus more time on direct patient care. The successful candidate will undertake a combination of clinical support, administrative and telephone duties. They will be a key point of contact for patients, helping to ensure that every interaction with Downton Surgery is professional, welcoming and efficient.

Key Responsibilities

- 1. Patient ServicesWelcome patients and visitors to the surgery in a friendly, qualified and compassionate manner. Act as a key point of contact for patients attending the practice, ensuring they feel welcomed and supported. Manage the reception area, ensuring it remains organised, professional and patient‑focused. Assist patients with general enquiries, directing them to the appropriate member of the practice team where necessary. Maintain patient confidentiality and ensure sensitive conversations are handled discreetly. Support the smooth flow of patients through the practice, including notifying clinical staff of patient arrivals. Assist patients who may require additional support, including elderly patients, those with disabilities or patients who have additional support requirements. Help maintain a safe, welcoming and efficient environment for patients, visitors and colleagues.
- 2. Patient request/query handlingAnswer incoming telephone calls promptly, professionally and courteously. Action patient e‑consult requests. Manage patient enquiries, providing appropriate information within the scope of the role. Assist patients with appointment enquiries, booking, cancelling and rearranging appointments as required. Direct clinical queries to the appropriate clinician or member of the healthcare team in accordance with practice protocols.



Identify urgent or potentially urgent patient concerns and ensure these are escalated promptly to the appropriate clinical team member. Take accurate messages and ensure these are passed on to the relevant person in a timely manner. Maintain a calm and compassionate approach when dealing with distressed, anxious or frustrated patients. Support the effective management of telephone demand and ensure calls are dealt with efficiently.
- 3. Appointment ManagementBook, amend and cancel patient appointments using the practice clinical system. Assist with the organisation and management of GP and other healthcare professional appointments. Support the management of appointment requests in line with practice policies and procedures. Ensure appointment information is recorded accurately and appropriately. Help coordinate follow‑up appointments, referrals, investigations and tests. Identify appointment‑related issues and elevate these to the appropriate member of the team. Support the effective use of appointment capacity and contribute to the smooth running of daily clinics.
- 4. Clinical SupportPrepare patients for their GP appointments, including taking a brief history, performing basic readings and assisting with routine clinical tasks such as: urine dipping, chaperoning. Complete basic non‑opinion forms, such as insurance forms, mortgage forms and advantages agency forms, for GP review and approval. Assist the GP in explaining treatment procedures and offering reassurance to patients. Help the GP liaise with outside agencies, including arranging on‑call doctor consultations or admissions while the GP continues with other consultations.
- 5. Administrative SupportSort and prioritise clinical post for the GP, ensuring urgent actions are dealt with promptly and appropriately. Direct relevant clinical post to appropriate professionals, such as the clinical pharmacist. Extract necessary information from clinical letters, ensuring accurate coding and updating of patient notes. Support the organisation of appointments, referrals, tests and follow‑up appointments for patients. Assist with general administrative tasks to support the smooth running of the practice. Maintain accurate patient records and ensure information is handled in accordance with practice policies and confidentiality requirements. Support the wider practice team with administrative tasks as required.

About You





We are looking for an individual who is passionate about providing excellent patient care and enjoys working in a busy, varied and patient‑facing environment. The ideal candidate will be enthusiastic, approachable and flexible, with the ability to balance front of house responsibilities, telephone enquiries, appointment management and clinical or administrative tasks. You will be confident communicating with patients and colleagues, able to remain calm under pressure and committed to delivering a high standard of service. Previous experience in a GP practice, healthcare, reception, customer service or administrative setting would be beneficial but is not essential. Full training and support will be provided to the successful candidate.

Skills and Qualities

Excellent communication and interpersonal skills, with the ability to interact with patients and colleagues in a professional, compassionate and friendly manner. Strong organisational skills and the ability to manage a variety of tasks effectively. A confident and professional telephone manner. Good IT skills and the ability to learn and use clinical and appointment management systems. Ability to work calmly and efficiently in a busy environment. A patient‑focused approach, with a commitment to delivering excellent customer service. Ability to handle sensitive patient information with discretion and professionalism. Good attention to detail and a commitment to maintaining accurate records. Ability to work independently and as part of a wider multidisciplinary team. Flexibility and adaptability to support the needs of the GP and the wider practice team. A willingness to undertake further training and develop new skills.

Why Join Downton Surgery?

At Downton Surgery, we pride ourselves on being a welcoming and inclusive practice that places our patients at the heart of everything we do. As part of our team, you will have the chance to make a real difference to the lives of our 7,000 patients, helping to ensure they receive the best possible care in a rural setting. We are committed to supporting our staff’s professional development and well‑being. With a strong emphasis on work‑life balance, flexible working options and a positive team culture, we provide a supportive environment where you can grow in your role. We offer opportunities for further training and development, including the opportunity to gain recognised qualifications and develop your clinical, administrative and patient‑facing skills. We actively encourage applications from individuals of all backgrounds, including those from underrepresented groups. Full training and support will be given to the successful candidate.

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