Assistant Practice Manager
This job is now closed
Job summary
We are looking for an Assistant Practice Manager who will be responsible for supervising the day to day running of the practice with support from the Business Manager. The post would suit somebody with an interest in general practice and patient care who has management or supervisory experience or clear potential to develop in this area. Although previous experience in general practice would be an advantage, this is not essential as full training will be provided.
Main duties of the job
The role will involve overseeing the day to day running of the practice including training and managing reception staff, organising the reception rota and staff leave, supporting colleagues and patients with queries, ordering supplies, overseeing patient registrations and helping to plan practice meetings including our patient participation group. More detailed information is available in our job description.
About us
We are a training practice in Northolt with just over 7,000 patients. We have a team of approximately 20 staff including six GPs and three junior doctors. We have an excellent reputation within the local area and high levels of patient and staff satisfaction. Our waiting time for routine appointment with a doctor is usually 2-4 days. We are a very supportive practice with significant experience in staff training and development and are looking forward to supporting the new post holder in this role.
Details
Date posted
05 September 2023
Pay scheme
Other
Salary
£31,000 to £35,000 a year
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A1554-23-0002
Job locations
81 Danemead Grove
Northolt
Middlesex
UB5 4NY
Job description
Job responsibilities
MAIN RESPONSIBILITIES
Staff and reception management
To line manage and supervise reception staff, with support from the Business Manager as required.
To become familiar with all aspects of reception work and to undertake daily supervision of reception staff, ensuring key duties are completed on a daily basis.
To support reception staff on a day to day basis in dealing with patient queries.
To conduct annual staff appraisal (following appropriate training if necessary) and regular reviews with individual members of reception staff.
To agree annual written objectives with reception staff which will include an assessment of training needs and supporting the development and review of personal learning plans.
To organise and evaluate training (including mandatory training) for reception staff as required.
To provide in-house training as required for reception staff on SystmOne.
To organise and lead regular reception staff meetings.
To take responsibility for induction of new reception staff and participate in the induction of all other staff including junior doctors.
To participate in the recruitment of new members of reception staff including shortlisting and interviewing.
To produce a weekly rota for reception staff ensuring adequate staffing levels at all times.
To respond promptly to unplanned staff absence (eg sick leave), reviewing staffing requirements and working flexibly to ensure adequate reception cover at all times. The post holder may occasionally be required to work overtime at short notice during such times for which time back in lieu will be given.
To manage any issues of poor performance relating to reception staff and report and discuss problems with the Business Manager.
To manage and approve all reception annual leave ensuring leave is spread appropriately over the year and no more than one member of staff is on leave at any one time.
To provide support on reception when required at busy times or in response to queries from reception staff.
To be familiar with all practice policies and procedures and ensure these are communicated to and adhered to by reception staff.
To provide support and advice where required to the practice secretary in relation to patient queries, referrals, private forms, ordering etc
To be willing to take occasional telephone calls from the practice outside of contracted hours when convenient (but never during periods of annual leave)to respond to urgent matters. Such matters may include staff advising of sickness. Most calls would be very short but time back in lieu will be given where appropriate.
Administration
To ensure timely ordering of all clinical and non-clinical stock
To oversee the system for stocking reception and clinical rooms, ensuring adequate stock of all necessary items.
To provide administrative support to the practice nurses as required.
To liaise with outside organisations (hospitals, ICB, community services, social services) regarding patient or organisational issues as required.
Patient registrations
To oversee processes relating to registrations and deductions (undertaken by others at the practice), ensuring correct procedures are following and liaising with PCSE as required.
To notify external agencies as required of patient deaths and follow practice procedures for de-registering patients who have died.
To oversee summary care record uploads to the national spine, resolving any problems as required
Patient services and complaints
To oversee response to some complaints with support from the Business Manager, including investigation of the complaint, liaison with key staff involved and preparation of a formal response.
To discuss any informal patient concerns as required, endeavouring to address issues to the patients satisfaction and avoiding where possible and appropriate, escalation to formal complaint.
To prepare a review of complaints and feedback received from patients on an annual basis and discuss this with the practice team.
To participate in and support planning of patient group meetings including sending invitations, agreeing agenda items and arranging refreshments.
To discuss non-attendance with patients who repeatedly missed booked appointments to try to reduce DNA (did not attend) rates.
To manage information provided in the waiting area for patients, ensuring this is kept up to date.
To keep the practices website up to date.
Health & Safety
To ensure all Health & Safety procedures are followed within the practice and act as joint non-clinical Health & Safety lead for the practice with the Business Manager.
To ensure all staff are familiar with and understand the contents of the practices Health & Safety Policy and are provided with Health and Safety induction within the first two weeks of employment.
To oversee procedures for the removal of clinical waste from the practice ensuring H&S procedures are adhered to.
To undertake regular water temperature checks.
Practice equipment
To co-ordinate arrangements for the maintenance, repair, servicing and calibration of clinical equipment.
To co-ordinate arrangements for the maintenance, repair and servicing of non-clinical equipment, including computer hardware, printers, photocopier etc.
To assist in the resolution of IT problems including prompt reporting of problems to TPP and the NW London IT helpdesk where appropriate.
Premises
To co-ordinate maintenance of and repair to internal and external parts of the premises.
To co-ordinate annual inspection and maintenance of the practice alarm system and ensure any faults are reported immediately.
To supervise cleaning of premises, ensuring work is undertaken to an appropriate standard.
Practice events/meetings
To participate in, and lead when required, practice meetings providing input/presentation of issues as appropriate.
To attend regular management meetings.
To co-ordinate arrangements for ad hoc meetings/visits to the practice.
To organise seasonal staff parties including invitations and arrangements for catering.
To arrange small gifts for staff members on their birthdays and on leaving the practice.
Practice development
To contribute to all aspects of practice development, good-practice and implementation of the GMS contract.
IT security/confidentiality
To ensure all line-managed staff understand the importance of protecting patient confidentiality at all times and to report any possible breaches immediately to the Business Manager.
To keep up to date with issues relating to confidentiality and data security.
To ensure all reception staff undertake information governance training within two weeks of commencement at the practice and annually thereafter.
To ensure all visitors to the practice are escorted and asked to sign confidentiality statements if they have access or potential access to confidential patient information.
Job description
Job responsibilities
MAIN RESPONSIBILITIES
Staff and reception management
To line manage and supervise reception staff, with support from the Business Manager as required.
To become familiar with all aspects of reception work and to undertake daily supervision of reception staff, ensuring key duties are completed on a daily basis.
To support reception staff on a day to day basis in dealing with patient queries.
To conduct annual staff appraisal (following appropriate training if necessary) and regular reviews with individual members of reception staff.
To agree annual written objectives with reception staff which will include an assessment of training needs and supporting the development and review of personal learning plans.
To organise and evaluate training (including mandatory training) for reception staff as required.
To provide in-house training as required for reception staff on SystmOne.
To organise and lead regular reception staff meetings.
To take responsibility for induction of new reception staff and participate in the induction of all other staff including junior doctors.
To participate in the recruitment of new members of reception staff including shortlisting and interviewing.
To produce a weekly rota for reception staff ensuring adequate staffing levels at all times.
To respond promptly to unplanned staff absence (eg sick leave), reviewing staffing requirements and working flexibly to ensure adequate reception cover at all times. The post holder may occasionally be required to work overtime at short notice during such times for which time back in lieu will be given.
To manage any issues of poor performance relating to reception staff and report and discuss problems with the Business Manager.
To manage and approve all reception annual leave ensuring leave is spread appropriately over the year and no more than one member of staff is on leave at any one time.
To provide support on reception when required at busy times or in response to queries from reception staff.
To be familiar with all practice policies and procedures and ensure these are communicated to and adhered to by reception staff.
To provide support and advice where required to the practice secretary in relation to patient queries, referrals, private forms, ordering etc
To be willing to take occasional telephone calls from the practice outside of contracted hours when convenient (but never during periods of annual leave)to respond to urgent matters. Such matters may include staff advising of sickness. Most calls would be very short but time back in lieu will be given where appropriate.
Administration
To ensure timely ordering of all clinical and non-clinical stock
To oversee the system for stocking reception and clinical rooms, ensuring adequate stock of all necessary items.
To provide administrative support to the practice nurses as required.
To liaise with outside organisations (hospitals, ICB, community services, social services) regarding patient or organisational issues as required.
Patient registrations
To oversee processes relating to registrations and deductions (undertaken by others at the practice), ensuring correct procedures are following and liaising with PCSE as required.
To notify external agencies as required of patient deaths and follow practice procedures for de-registering patients who have died.
To oversee summary care record uploads to the national spine, resolving any problems as required
Patient services and complaints
To oversee response to some complaints with support from the Business Manager, including investigation of the complaint, liaison with key staff involved and preparation of a formal response.
To discuss any informal patient concerns as required, endeavouring to address issues to the patients satisfaction and avoiding where possible and appropriate, escalation to formal complaint.
To prepare a review of complaints and feedback received from patients on an annual basis and discuss this with the practice team.
To participate in and support planning of patient group meetings including sending invitations, agreeing agenda items and arranging refreshments.
To discuss non-attendance with patients who repeatedly missed booked appointments to try to reduce DNA (did not attend) rates.
To manage information provided in the waiting area for patients, ensuring this is kept up to date.
To keep the practices website up to date.
Health & Safety
To ensure all Health & Safety procedures are followed within the practice and act as joint non-clinical Health & Safety lead for the practice with the Business Manager.
To ensure all staff are familiar with and understand the contents of the practices Health & Safety Policy and are provided with Health and Safety induction within the first two weeks of employment.
To oversee procedures for the removal of clinical waste from the practice ensuring H&S procedures are adhered to.
To undertake regular water temperature checks.
Practice equipment
To co-ordinate arrangements for the maintenance, repair, servicing and calibration of clinical equipment.
To co-ordinate arrangements for the maintenance, repair and servicing of non-clinical equipment, including computer hardware, printers, photocopier etc.
To assist in the resolution of IT problems including prompt reporting of problems to TPP and the NW London IT helpdesk where appropriate.
Premises
To co-ordinate maintenance of and repair to internal and external parts of the premises.
To co-ordinate annual inspection and maintenance of the practice alarm system and ensure any faults are reported immediately.
To supervise cleaning of premises, ensuring work is undertaken to an appropriate standard.
Practice events/meetings
To participate in, and lead when required, practice meetings providing input/presentation of issues as appropriate.
To attend regular management meetings.
To co-ordinate arrangements for ad hoc meetings/visits to the practice.
To organise seasonal staff parties including invitations and arrangements for catering.
To arrange small gifts for staff members on their birthdays and on leaving the practice.
Practice development
To contribute to all aspects of practice development, good-practice and implementation of the GMS contract.
IT security/confidentiality
To ensure all line-managed staff understand the importance of protecting patient confidentiality at all times and to report any possible breaches immediately to the Business Manager.
To keep up to date with issues relating to confidentiality and data security.
To ensure all reception staff undertake information governance training within two weeks of commencement at the practice and annually thereafter.
To ensure all visitors to the practice are escorted and asked to sign confidentiality statements if they have access or potential access to confidential patient information.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Experience
Essential
- Experience in a management role or clear demonstration of potential in this area
Desirable
- Experience in general practice (applicants with no direct general practice experience but with relevant management/customer care or NHS experience will be considered where potential for management development is clear)
Knowledge and skills
Essential
- Strong supervisory skills
- Strong organisational and team-building skills
- Skills in undertaking appraisals, performance management and staff development or clear potential to develop these skills
- Excellent interpersonal skills and friendly and efficient manner
- Good written communication skills
- Able to respond calmly and professionally to patient complaints or concerns
- Computer literacy with knowledge of Microsoft Office including Word and Outlook
- Supportive of patient-focussed care
- Punctual and reliable
- Able to work flexibly including covering for staff at short notice
- Calm under pressure with ability to multi-task when required
- Quick to learn and adapt to change
- Team player with demonstrable leadership skills and commitment to professional development
- Interest in health care
Desirable
- Knowledge of primary care and the wider NHS
- Knowledge of the SystmOne clinical system (full training can be provided where required)
Reasons for applying for the post
Essential
- Please let us know your reasons for applying and what you can bring to the post
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Experience
Essential
- Experience in a management role or clear demonstration of potential in this area
Desirable
- Experience in general practice (applicants with no direct general practice experience but with relevant management/customer care or NHS experience will be considered where potential for management development is clear)
Knowledge and skills
Essential
- Strong supervisory skills
- Strong organisational and team-building skills
- Skills in undertaking appraisals, performance management and staff development or clear potential to develop these skills
- Excellent interpersonal skills and friendly and efficient manner
- Good written communication skills
- Able to respond calmly and professionally to patient complaints or concerns
- Computer literacy with knowledge of Microsoft Office including Word and Outlook
- Supportive of patient-focussed care
- Punctual and reliable
- Able to work flexibly including covering for staff at short notice
- Calm under pressure with ability to multi-task when required
- Quick to learn and adapt to change
- Team player with demonstrable leadership skills and commitment to professional development
- Interest in health care
Desirable
- Knowledge of primary care and the wider NHS
- Knowledge of the SystmOne clinical system (full training can be provided where required)
Reasons for applying for the post
Essential
- Please let us know your reasons for applying and what you can bring to the post
Employer details
Employer name
The Grove Medical Practice
Address
81 Danemead Grove
Northolt
Middlesex
UB5 4NY
Employer's website
https://www.thegrovemedicalpractice.nhs.uk/ (Opens in a new tab)
Employer details
Employer name
The Grove Medical Practice
Address
81 Danemead Grove
Northolt
Middlesex
UB5 4NY
Employer's website
https://www.thegrovemedicalpractice.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Details
Date posted
05 September 2023
Pay scheme
Other
Salary
£31,000 to £35,000 a year
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A1554-23-0002
Job locations
81 Danemead Grove
Northolt
Middlesex
UB5 4NY
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