Practice Manager

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Job summary

We are seeking a full time Practice Manager to lead and oversee the day-to-day operations of our practice.

Burnside Surgery is a 3 GP training practice in Bolton. We are committed to providing a high quality range of services to our 4800 patients within the local community.

You will lead a team of staff including our nurse and reception team. In addition, you will be the key liaison point for other supporting professionals which include pharmacists, MSK practitioners, mental health practitioners, social prescribers, paramedics, health improvement practitioners & nurse associates.

Main duties of the job

Demonstrate excellent organisational and effective communication skills

Ability to manage change through motivation and leadership

Strategic thinker and planner

Ability to deliver against key targets

Knowledge and skills of HR and the ability to act sensitively and effectively

Ensure compliance with CQC requirements and assessments

Lead and chair practice meetings as appropriate

Develop and co-ordinate systems to improve efficiency and effectiveness

Capable of handling complaints and diffusing conflict

Ability to self-motivate, prioritise organise and/or delegate workload

Good IT knowledge and experience

Ensure practice policy and standards compliance

Manage all aspects of practice finances including payroll and accounts

About us

We are a small, very friendly team with a list size of around 4800 with 2 GP partners, 1 salaried GP, ST1s, 2s, 3s, FY2s and 1 PN.Alongside this we are a member of our PCN and have a number of ARR's roles in post to support our team.

Job description

Job responsibilities

Main duties and responsibilities Human Resources

To lead on the recruitment and employment of administrative staff, both permanent and temporary

To ensure all staff training, development and induction is undertaken in line with practice policies and procedures

To support the planning and implementation of administrative/reception staff and GP rotas in a timely manner, considering adequate cover for absence

To implement and maintain an effective staff appraisal and monitoring system

To record and manage all practice staff annual leave and absence, according to practice policies

To maintain personnel files and the staff handbooks, ensuring compliance with current employment legislation and CQC requirements

To manage issues of staff, conduct or performance according to the relevant local HR policy

To ensure all staff are up to date with relevant vaccinations and DBS checks

To ensure trainee doctors are well supported and to assist with the practice accreditation for GP and foundation training

Demand and capacity management

To ensure that the daily practice clinic schedule is effectively organised, considering the absence of all clinical staff and ensuring that an adequate number of appointments are available to patients.

Liaise closely with the partners to ensure the weekly schedule is frequently reviewed and optimised, maintaining an effective patient appointment system which meet the needs of the practice population

To regularly horizon-scan for any periods of short staffing and arrange cover as required, ensuring appropriate pre-employment checks are carried out and filed appropriately

Performance

To work with teams to ensure that operational processes are effective and efficient, implementing improvements where required. This includes producing written work instructions and providing staff training where required.

To continuously monitor the performance of the administrative service against agreed internal standards, taking remedial action where necessary. This includes but is not limited to the turnaround times for patient requests, prescriptions, document management and caller waiting times.

To develop and review organisational templates and forms

To ensure that digital services and IT systems are optimised, to deliver a consistent level of excellent service to patients e.g., via the practice website and patient online services

To support the implementation of and maintain compliance with CQC requirements

To assist in the development, implementation and review of practice policies and procedures, ensuring they remain up to date and comply with appropriate regulations governing the practice operations

To investigate and respond to formal complaints in conjunction with other members of the practice team, adhering to the practice complaints procedure and developing remedial action plans to prevent recurring issues

To oversee and support the role of the administration/reception and general office staff to continually improve current processes and systems

To coordinate various meetings that occur in the practice, liaising with invitees, sending invites, reminders and supporting documentation

To create and coordinate agendas

To take meeting minutes and ensure timely distribution and follow-up of action points

To support the GP Partners to ensure that the practice complies with NHS contractual obligations in relation to patient care

To maintain registration policies and monitor patient turnover and capitation

To liaise with patient groups as required

Facilities Management and Health & Safety

To be the first point of contact for matters related to the management of the premises.

To act as a liaison with outside agencies, to ensure the premises are adequately maintained, arranging improvement works where required.

To ensure that Health and Safety, Fire Safety and Infection Control issues are managed, including compliance with legislation/guidance.

To carry out audits and risk assessments and be responsible for ensuring that any mitigating actions are followed up.

To ensure that staff are aware of Health and Safety/ Infection Control issues and are trained appropriately by carrying out an annual review and presenting a risk assessment to the practice team.

To coordinate the routine checking of fire alarms, emergency lighting, heating, water safety and any other aspects, to ensure the safe running of the surgery and CQC compliance.

To resolve any ad hoc issues that may arise

To be the first point of contact for matters related to the management of the premises.

To act as a liaison with outside agencies, to ensure the premises are adequately maintained, arranging improvement works where required.

To ensure that Health and Safety, Fire Safety and Infection Control issues are managed, including compliance with legislation/guidance and ensure staff are aware of it.

Financial

Financial administration & management such as petty cash, ad hoc banking, GP accounts.

To organise staff refreshments and ensure good stock is maintained.

To ensure that the procurement of supplies and equipment continues to provide good value for money

Monthly staff payroll process

Practice Communication

To ensure patient information is communicated effectively and appropriately

To effectively and positively communicate between and across teams within the practice, to ensure a high standard of information flow, including the sharing of relevant external information

To encourage staff to raise significant events, supporting them to fill in forms and schedule for discussion at appropriate meeting

General Management Support

To support the GP partners in all areas of the management of the practice

To manage varied projects which may involve the implementation of new systems or aspects of practice development

To assist with the achievement of the organisational elements within the QOF/BQC/PCN by taking responsibility for ensuring compliance with delegated indicators

To ensure effective and robust filing systems are in place throughout the practice and that appropriate retention periods are applied

Confidentiality

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues

Behaving in a manner which is welcoming to the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights

Personal/Professional Development

The post-holder will participate in training implemented by the practice as part of this employment

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

Taking responsibility for own training, development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Completion of all mandatory and recommended training

Quality

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services

The post-holder will:

Apply and adhere to practice policies, standards and guidance

Explain policies, standards and guidelines to team members, discussing why these are important and how they will affect staff members work

Participate in audits where appropriate

Job description
Job responsibilities