Secretary Team
The Role of the Secretary Team
The Medical Secretary Team provides essential administrative support to both clinical staff and patients, ensuring that referrals and related processes are handled efficiently and accurately. Acting as a key point of communication between the practice and external healthcare providers, the team plays a vital role in maintaining the smooth flow of information across the wider healthcare system.
Working closely with GPs, nurses, reception staff, hospital departments, and patients, the team helps to ensure that all actions are completed in a timely manner and in line with current NHS pathways and guidelines.
Core Responsibilities
The core responsibilities of the Medical Secretary Team include:
- Referral Management: Processing all referrals, both routine and urgent, across various specialties and services. Two-week wait (2WW) referrals are prioritised and actioned immediately to ensure timely patient care.
- RIP Notifications: Managing and processing Rest in Peace (RIP) notifications with sensitivity and accuracy, including necessary administrative updates and external communications.
- Patient Queries: Handling incoming patient queries through SystmConnect (online contact system) and coordinating scan bookings and requests as required.
- Follow-ups and Communication: Conducting regular chasing and follow-up with hospitals and other care providers to ensure outstanding requests are completed and patients do not experience unnecessary delays.
- Adapting to Change: Staying up to date with new referral pathways, changing procedures, and NHS guidance, and adapting internal processes as needed.
The Medical Secretary Team’s work is fundamental to patient care pathways, ensuring referrals are processed without delay and all communication is handled with professionalism and accuracy.
Meet the Team
- Emma
- Rebecca
- Richard
Page published: 19 September 2025
Last updated: 19 September 2025