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, professional 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 perks 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 prac

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