Quality and Assurance Manager

Job description

Job responsibilities

To work alongside colleagues in the managerial team of St Heliers Medical Practice contributing to the effective management, planning and leadership in optimizing quality patient care. The role will have a specific focus on development and implementation of processes to achieve improved patient satisfaction, robust governance and delivery against key performance indicators.

The quality and assurance manager will have responsibility for key areas of work, devising and implementing protocols, systems and procedures, seeking to improve on existing practices.

Primary responsibilities:

Ensure the practice is compliant with any NHS, information governance or CQC requirements overseeing the practices governance structure

Ensure the practice maximizes healthcare by reviewing current practice systems, adopting and implementing new ways of working to maximize improved patient satisfaction and care

Ensure that the practice maximizes patient healthcare to achieve maximum QOF and other enhanced services

Management lead for the development of the practice IT and supporting infrastructure, acting as a super user to support clinical and non-clinical staff to maximize their use to provide efficient and effective working

Management lead for the development and management of information and reporting systems - providing data and intelligence to support the practice in the delivery of their services

Lead for the practice communications including, management of the PPG and the practice website

Line management of the practices Care Coordinators and Secretaries

Working alongside and across the functions of the wider management team to provide seamless cover

Deputising for the Practice Manager when required.

People Management and HR:

Responsible for the management of identified staff, including induction, performance and staff appraisal and development.

Ensure the recruitment in line with with current legislation, induction and development of administration team employees in order to ensure that the practice has the right level of resource at the right time to meet the needs of the patients.

Monitor levels of staffing across teams and resolve conflicts quickly and sensitively.

Maintaining team performance even at times of absence or shortage, redeploying staff as necessary.

Delegating work activities to team members as appropriate.

Monitoring and highlighting workforce planning issues across all teams

Ensuring good skill mix so that tasks are undertaken by staff with appropriate competence/training and maximum value for money.

Monitoring individuals within each team in relation to performance, recording the information and supporting them in improving their performance.

Take action to remedy poor performance or poor conduct in compliance with current employment legislation and practice policies.

Ensuring that all team members are able to make the most effective use of the technology they are required to work with.

IT and information

Ensuring that data and information are received at the correct time, in the correct format, are processed accurately in an agreed format, are appropriately actioned, are stored securely and are transmitted in a way that ensures confidentiality.

Ensuring the practices compliance with the Data Protection Act and Freedom of Information Act, other relevant legislation and professional information management standards such as GMC guidance.

Implementing and monitoring systems which ensure that patient confidentiality is protected at all times by all staff, who are aware of their responsibilities and receive appropriate training.

Ensuring the practice has systems and processes for effective data processing and management.

Monitoring, evaluating and adjusting the ways in which technology is used in order to benefit patients and the practice.

Planning for future adoption of new applications of IT to develop and enhance service delivery.

Ensuring that patient records are summarized in a timely manner.

Confidentiality

In the course of their duties, the operations manager will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential. Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected

Equality and Diversity

The Manager will comply with the practices Equality and Diversity Policy, including:

Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity.

Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010 (or its amendments or later legislation).

Ensuring practices Equality and Diversity policy is reviewed and implemented, including taking action if discriminatory practice of any kind is identified and that regular training is in place.

Ensuring equity of access to services and equity of delivery of services to minority, marginalised or disadvantaged groups.

Supporting those who need advocacy to exercise their rights.

Respecting the rights of patients to accept or refuse treatment or a care provider.

Safeguarding

Whilst in post, Staff are expected to acquire and update their knowledge on safeguarding as per the Intercollegiate document requirements. Training must include knowledge of the Mental Capacity Act and Deprivation of Liberties.

Person Specification

Experience

Essential

• Experience of working in a senior, managerial position strategic thinking and negotiating skills - Knowledge of HR legislation and workforce development - Excellent communication skills (written, oral and presenting) - Customer service and complaints resolution experience - Experience of managing a team with demonstrable experience of supporting staff through change, maintaining a positive working environment - Experience of successfully developing and implementing projects.
• Experience of working in Primary Care and knowledge of submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc
• Maintain a working knowledge of ICB initiatives Maintain a working knowledge of CQC requirements Maintain a working knowledge of QOF requirements and enhanced services requirements.

Desirable

• Experience of working in a large practice

Qualifications

Essential

• - Previous management experience - GCSE/A level qualifications

Desirable

• - Educated to degree level

Skills and Attributes

Essential

• - Excellent interpersonal skills - Flexibility and adaptability in management style - Approachable with the ability to listen and empathise - Ability to support and empower staff - Ability to use initiative, work independently and under pressure when required - Forward thinker with a solutions focused approach - Strong IT skills - High levels of integrity and loyalty

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

St Heliers Medical Practice

Address

15 St Heliers Road

Northfield

Birmingham

West Midlands

B31 1QT

Employer's website

https://stheliers.co.uk/ (Opens in a new tab)