Staff RolesWho owns what, on every shift

What you do Stand up and acknowledge patient within 30 seconds of arrival, establish reason for visit in one question, direct to seat and offer the patient a drink

What you do Confirm two identifiers (full name + date of birth or ID/phone); confirm against existing record before creating any new one

What you do Register the new patient with complete demographic set: name, DOB/age, sex, phone, residence/estate, next of kin

What you do Read the number back to the patient digit by digit; correct in record if wrong

What you do Establish payer category before service: Cash / SHA / Private insurance; record explicitly, never assume from last visit

What you do Complete SHA identification/verification process for the patient before consultation

What you do Confirm scheme, member validity, benefit applicability and obtain pre-authorization where the scheme requires it

What you do Explain consultation fee, take payment, issue receipt, record receipt number against the encounter

What you do Ask every new patient one question: "How did you hear about us?" Record against the fixed source list

What you do Physically or verbally hand the patient to the Nurse; do not leave a registered patient un-handed-over

What you do Ensure every test performed appears on the patient bill; reconcile lab register against billed tests

What you do Maintain the pending outsourced results list; chase the referral lab; notify CO on arrival; notify patient per consent

What you do Reconcile items dispensed against items billed against stock issued; report any variance

What you do Compile the consolidated order from the Nurse's stock position and the CO's clinical list; submit for approval; track delivery

What you do Check that every dispensing event has a ledger entry, a bill and a counselling initial

What you do Whoever performs the procedure writes the procedure note — never delegated to the other party

What you do Convert the encounter to an admission in the record, allocate the bed number, confirm payer cover for admission

What you do Post charges to the admission account daily so the bill never accumulates unseen

What you do Finalise the bill, complete payer documentation, close the admission record, book follow-up

What you do Register the pregnancy, issue/complete the ANC record, capture EDD and contact details, capture patient source

What you do Book the next visit before the mother leaves; send a reminder per consent

What you do Generate the defaulter list from the register and contact caregivers per consent; Nurse supplies the clinical message

What you do Book against the confirmed schedule only; capture the reason for referral and the payer

What you do Confirm the appointment with the patient per consent, including date, time, cost and preparation

What you do Pull files, prepare the clinic list, ensure prior results are attached before the clinic starts

What you do Obtain scheme pre-authorization before the appointment where required

What you do Collect and receipt the specialist consultation fee and any imaging fee in full before you contact the specialist or the imaging personnel to attend; never call a locum in against an unpaid appointment

What you do HRIO attaches the report to the file and notifies the CO; the CO interprets and acts

What you do Extract every follow-up action from the clinic (tests, reviews, referrals) and ensure each is booked or closed

What you do Contact every no-show within 24 hours per consent, record the reason, offer a rebooking

What you do Every consultation, test, procedure, consumable and medicine is passed to the HRIO at the time it is delivered

What you do Assemble the bill, verify each line against the clinical record, correct before presenting to the patient

What you do Listen, explain each line against the record, do not adjust any charge personally

What you do Book the review the CO specified, before the patient leaves the building

What you do Confirm registration, clinical note, charges, payment/claim and appointment are all complete, then close the encounter

What you do Confirm the patient has everything they came for; capture any complaint or compliment

What you do Reconcile patients registered vs consulted vs billed vs closed; list every gap

What you do Record every expense the hospital incurs on the day it happens in the expense register, with the supplier, amount, purpose and who authorised it

What you do Log every incoming invoice on arrival with the date received, and ensure it is presented for payment and settled within 48 hours of receipt

What you do Do not accept or process any incoming invoice that does not carry a valid eTIMS receipt; check the eTIMS details against the invoice before it is logged

What you do Submit the locum claim for every locum shift worked through the system, with the shift date, hours and the approver, and track it to payment

What you do Log every telephone, WhatsApp, walk-in and social enquiry as a lead with name, contact, what they need, and the outcome; no enquiry is only a phone call

What you do Offer every enquiry a specific date and time and record whether it was booked; follow up unconverted enquiries on day 1, day 3 and day 7

What you do Keep contact details and the consent and opt-out status current in the patient record; never contact a patient who has opted out

What you do Send the reminder for every next-day appointment, per the patient's recorded consent, and record whether it was delivered

What you do Run the recall lists on their named days: ANC, immunisation, well-baby, chronic care, postnatal and specialist review

What you do Contact every no-show within 24 hours, record the reason, and offer a rebooking

What you do Produce the inactive-patient list monthly by service and contact them per consent

What you do Keep a running log of recurring problems raised by patients, with the date, the theme and what was done

What you do Call by name, confirm identity before proceeding

What you do Record the presenting complaint in the patient's own words plus duration; do not diagnose

What you do Ask and record known drug allergies and medicines currently being taken; flag prominently on the front of the file

What you do Complete all triage fields before releasing the patient onward — no partially documented handovers

What you do Physically hand take the patient to the consultation; notify HRIO to update flow board status

What you do Take the order directly from the CO, confirm tests, confirm patient identity

What you do Explain the test, any preparation (fasting, urine collection technique), obtain verbal agreement

What you do Collect the sample using correct technique, correct container and correct order of draw; observe infection prevention standards

What you do Label at the patient's side with patient name, date, test

What you do Run only those tests the individual is authorized and competent to run, following the test SOP and manufacturer instruction

What you do Package per requirement, complete the referral lab request form, record dispatch time and courier

What you do Enter result in the lab register and transcribe/attach to the patient file; double-read numeric values before entry

What you do Record results in HMIS and inform the CO

What you do Run and record controls per test SOP before patient testing where the test requires it

What you do Physically count reagents and consumables against the system consumables; identify items below reorder level

What you do Inspect expiry dates, apply first-expiry-first-out, quarantine anything expired

What you do Confirm analyzers/centrifuge/microscope power on and function; report faults

What you do Decontaminate bench after each session; segregate sharps and infectious waste correctly

What you do Independently recalculate and confirm before dispensing for: paediatric weight-based doses, all injectables, controlled/restricted items, insulin, anticoagulants, and any patient with a documented allergy

What you do Physically inspect shelves for expiry dates, apply first-expiry-first-out, produce the short-expiry list

What you do Physically remove from dispensing stock, place in a marked quarantine area, record item, batch, quantity, reason

What you do Prepare items for authorized disposal per regulatory requirement; never dispose without written authorization and a witnessed record

What you do Explain the procedure, position the patient, prepare the trolley, confirm consent is in place

What you do Cannulate, confirm patency, set rate as prescribed, monitor site and infusion

What you do Whoever performs the procedure writes the procedure note — never delegated to the other party

What you do Record every consumable used at the point of use and pass to HRIO for charge capture

What you do Prepare the bed and bedside, confirm oxygen/suction availability where relevant

What you do Complete nursing assessment, identify nursing problems, write the care plan

What you do Document care given, patient response, intake/output and any incident, each shift

What you do Ensure the patient's nutrition, hygiene and comfort needs are met or arranged

What you do Give medication, wound care and warning-sign education; confirm the patient can state the follow-up plan

What you do Bedside handover of every admitted patient using the fixed handover set (Section 7)

What you do Conduct the visit within scope, record fundal height, fetal heart, BP, urinalysis and danger signs

What you do Discuss and record where the mother intends to deliver and any barrier to delivering here.

What you do CO confirms fitness; Nurse gives postnatal, feeding and danger-sign education; HRIO closes the account and books postnatal review

What you do Assess mother and baby, address feeding and wound/perineal care, screen for postnatal complications

What you do Weigh, plot, assess feeding and development, counsel the caregiver

What you do Give the specific preparation required (fasting, full bladder, medication timing) and confirm understanding

What you do Every consultation, test, procedure, consumable and medicine is passed to the HRIO at the time it is delivered

What you do Give and document medication, wound care, warning signs and return instructions; confirm the patient can repeat them

What you do Take and document presenting complaint, history of presenting illness, relevant past, family, social and drug history

What you do Perform and document systemic examination relevant to the complaint; use a chaperone for intimate examinations

What you do Record a working diagnosis or clearly stated differential

What you do Write specific tests required with clinical indication; state urgency (routine/urgent); hand the order to the Nurse, not the patient

What you do Prescribe legibly with drug, strength, dose, frequency, duration, route; weight-based calculation shown for children; check against allergy flag

What you do Specify the procedure, site, indication and any pre-procedure requirement; state whether CO or Nurse performs it

What you do Explain diagnosis, plan, expected course and warning signs to the patient in a language they understand; confirm understanding

What you do Decide admission, write admission orders including observations frequency, medications and review time

What you do State a specific review date or clear "return if" criteria — not "review when necessary"

What you do Ensure every ordered service, procedure and medicine reaches the HRIO for charge capture before the patient leaves the consultation area

What you do Take the prescription at the pharmacy point, confirm patient identity against the prescription

What you do Check drug, strength, dose, frequency, duration, route, and cross-check against the allergy flag and current medicines

What you do Confirm availability before telling the patient; where unavailable, decide a clinically appropriate alternative and document the change

What you do Select, count/measure, package and label with patient name, drug, strength, dose instruction, quantity and date

What you do Explain what each medicine is for, how and when to take it, duration, common side effects and what to do about them; ask the patient to repeat the dose instruction back

What you do Enter every item issued on the bin card/stock ledger at the time of dispensing — not in batches at end of shift

What you do CO identifies clinically essential items and prescribing-pattern changes; Nurse confirms physical levels against reorder points

What you do Receive returns, assess whether the item can re-enter stock per policy, document decision, adjust ledger

What you do Explain risks, benefits and alternatives; obtain and document written consent where required

What you do Perform within competence and available equipment; Nurse assists and manages the sterile field

What you do Whoever performs the procedure writes the procedure note — never delegated to the other party

What you do Write the admission note, diagnosis, observation frequency, medication orders, diet and review time

What you do Review every admitted patient, document findings, adjust the plan, state the next review time

What you do Decide fitness for discharge; write the discharge summary with diagnosis, treatment given, medicines, follow-up and warning signs

What you do Classify risk, document the plan, identify pregnancies requiring referral-level care early

What you do Decide and activate referral, communicate with the receiving facility, write the referral

What you do CO confirms fitness; Nurse gives postnatal, feeding and danger-sign education; HRIO closes the account and books postnatal review

What you do Every consultation, test, procedure, consumable and medicine is passed to the HRIO at the time it is delivered

What you do Clean floors, seats, counters and door handles before the first patient, then check hourly through the shift; keep drinking water available and bins emptied

What you do Check, clean and restock the patient washrooms at least every two hours and record each check on the washroom log

What you do Clean the couch, surfaces and floor before the shift and again after any soiling; restock hand-hygiene supplies and couch roll

What you do Clean and prepare the room before the shift, empty the waste, restock hand-hygiene supplies; never move, open or read a patient file and never touch clinical equipment

What you do Clean floors and non-bench surfaces only after the Nurse confirms the benches are decontaminated; never clean a bench, never touch a sample, never open the laboratory fridge

What you do Clean the bed frame, locker, floor and bathroom of every occupied bed space daily and whenever soiled, working around the patient and the Nurse

What you do Serve the meal the Nurse has confirmed for that patient, record that it was served, collect and wash up afterwards

What you do After every discharge, strip the bed, clean the whole bed space and locker, remake with clean linen and tell the HRIO the bed is ready

What you do After the Nurse has cleared all clinical waste and the placenta per protocol, clean and disinfect the delivery couch, surfaces, floor and equipment trolley, then reset the room

What you do Treat all maternity linen as infectious; bag at the point of use, transport in a closed bag, never carry against your body

What you do Serve and record the meal the Nurse has confirmed for the mother, collect afterwards

What you do Keep blood or body-fluid stained linen in the marked infectious bag and wash it separately at the correct temperature

What you do Run the correct cycle for each load, dry fully, and never return damp linen to the store

What you do Iron, fold and store clean linen in the closed linen store; keep clean and soiled linen apart at every step

What you do Count linen in circulation weekly against the linen register; set aside torn or stained items for condemning

What you do Record every item taken out of use with the reason, and hand the list to the HRIO

What you do Start every shift with clean uniform, tied hair, clean hands and a clean kitchen; no cooking while unwell

What you do Check the food store daily for expiry, damage and pests; apply first-expiry-first-out

What you do Prepare meals to the diet the Nurse has confirmed for each patient; keep raw and cooked food apart at every stage

What you do Serve on clean covered trays, record each meal served, and keep hot food hot

What you do Wash, sanitise and store all utensils after every meal; clean surfaces, cooker and sink

What you do Keep safe drinking water available in the waiting area and wards; clean and refill dispensers daily

What you do Remove kitchen waste after every meal service to the outside store; never store food waste overnight in the kitchen

What you do Keep the correct coloured liner in every bin, replace when three-quarters full, and never mix general with clinical waste

What you do Move only sealed, correctly segregated bags to the central waste store, in a closed trolley, by the agreed route

What you do Clean corridors and stairs daily, keep entrances and the ambulance approach clear, and cut back the grounds weekly

What you do Check weekly for rodents and insects in the kitchen, store, wards and waste area, and record what you find

What you do Report every broken fitting, leak, blocked drain, faulty light and broken lock the day you find it