Patient Service Manager

Affinity Care

The closing date is 24 September 2021

Job summary

Focus for the postholder is on the patient experience, from their welcome at reception, the waiting room environment, access to appointments and services, to the overall care and consideration shown. The post holder will have wide ranging responsibilities and fundamental to this role is the requirement to continually develop and improve front of house systems and operations to provide an exemplar service to patients. The postholder will encourage effective communication between patients, members of the primary health care team, and other associated healthcare agencies.

Excellent leadership and support to the practice teams are crucial and the post holder will facilitate access and pathways for staff development and progress.

Main duties of the job

Responsible for the smooth running of the reception/front of house function and staff; improving systems and processes and leading the team to improve access and the patient experience

Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, room availability, general administration, patient care and services

Managing the rota systems for patient appointments

Ensuring all systems are patient focused and staff understand the customer service aspect of service delivery

Day to day support to receptionists when managing difficult patient interactions

Manage the transformation of the receptionist role to become skilled Care Navigators meeting a high standard of customer service standards

Develop and implement training packages, competencies frameworks and review processes to ensure continued improvement.

About us

We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.

We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.

Benefits include:

  • 5 weeks annual leave (pro rata for part time hours)
  • Birthday Holiday
  • Well-being day
  • NHS pension

Job description

Job responsibilities

Patient Access/Support

Work collaboratively and support Patient Champions and PPG activity, including organising and attending appropriate meetings

Continuous review and development of policy and protocols for patient access, e-consult, appointment bookings

Responding to patient enquires, complaints receiving face to face, telephone, footfall, social media

Respond to complaints, ensuring adherence to the Complaints Policy including timescales for responding and take actions to reduce future complaints

Adhere to incident reporting policy and procedures, ensuring incidents and complaints are recorded appropriately and processes for resolution are implemented

Ensure action plans are developed and actions met for any outcomes of investigation of incidents/ complaints

People Management

Line management that includes induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development

Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the practices successes.

Development and delivery of PLT sessions for the reception function

Monitor capacity versus activity to ensure staffing levels are managed efficiently

Work collaboratively with the HR department in the recruitment and selection and induction process of staff

Oversee and undertake annual appraisals, formulating development/training plans to progress and advance their competencies, ensuring they have the relevant skills, experience and knowledge as required

Monitor and evaluate performance of administrative/reception team members who may be struggling, including development of appropriate support and training programmes

Liaise with the HR Department advising of flexible working requests, changes to hours on a monthly basis and termination data


Operational responsibility for planning, directing and coordinating all services

Responsible for improving the performance, productivity and efficiency of the services

Responsible for keeping the NHS Choice web-site up to date with the relevant practice and patient information

Management of patient complaints in a timely and considerate manner, ensuring implementation of NHS complaints process at all times

Provision of support to the practice staff on all day to day activities of the practice

Undertake effective resolution of problems in all areas of the role, that involves following a process of evaluation, identifying cause, consultation and communication and determining the appropriate outcome and resolution

Ensuring awareness of and adherence to standing operating procedures enabling the patient and staff safety and in order to achieve business performance measures.

Performance Standards

Be aware of all performance measures as relevant to the access function and ensure this is cascaded within the team and systems and processes are such to help meet these measures, aiming for high performance on Affinity Care dashboard

Ensure the practice meets all access to appointment standards together with developing and implementing systems and practices to achieve higher than the standard access requirements and provide exemplar access for patients

Ensure efficient running of daily lists leading to the achievement of operational targets

Ensuring staff work to systems and processes that enable achievement of DES, LES and QoF as relevant

PSM Wider Team

Form part of a wider PSM network across Affinity Care enabling sharing of good practice with the two other Hub PSMs as well as close liaison with PSMs leading the Nursing function, the Data Quality Team and Pharmacy Team to ensure coordinated efforts and cohesion between all teams.


Manage effective use of our estate in terms of room usage and capacity management

Responsible for the general premises maintenance including managing the day to day health & safety aspects and undertaking risk assessments

Ensure action points that result from any Health & Safety and Fire risk assessments are attended to efficiently and expediently

Responsible for the general premises maintenance including responsibility for organising repairs to all facilities and managing the day to day health & safety aspects.

Oversee cleaning of premises, ensuring housekeeping staff carry out their duties efficiently and effectively

Oversee the day to day security of premises paying particular attention to both staff and patient safety

Ensure there is a designated Health and Safety Lead, First Aider and Fire Warden at all times

Responsibility for Information Processes

Understand and follow the requirements of the General Data Protection Regulations (GDPR) and to refer on any queries as appropriate.

Adhere to the Affinity Cares policies for data protection, maintaining confidentiality of information at all times

Ensure the management of personal files, both electronic and paper, are accurate, with information being updated in a timely manner and available for audit purposes

Take the necessary precautions when transmitting information

Follow organisational policy regarding the use of email and computer tasks as the main internal method of non-verbal communication and the use of the intranet and the internet as the main source of internal and external information

Equality, Diversity and Inclusivity

Act in ways that recognise the importance of peoples rights, interpreting them in a way that is consistent with Affinity Cares values and procedures.

Respect the privacy, dignity and beliefs of employees and stakeholders. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc.


Affinity Care is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Staff should ensure that they are aware of the organisations policy and procedures for safeguarding and discharge their responsibilities for safeguarding effectively. It is individual staff members responsibility to maintain competences with regards to levels of safeguarding training commensurate with individual roles. Staff should report any safeguarding concerns to appropriate agencies in line with the safeguarding policy.

Health, safety and security

Wear at all times the appropriate Personal Protection Equipment and clothing at all times in accordance with the Infection Prevention and Control Standard Operating Procedure.

Apply appropriate infection-control measures and maintain work areas that they are clean, safe and free from hazards reporting of any potential risks identified including:

Following of hand washing protocols

Universal hygiene procedures

Cleaning of work surfaces

Assist colleagues in adopting sound infection control measures

Use the personal security systems within the workplace according to Practice guidelines.

Assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients.

Follow Health and Safety Policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the incident reporting system.

Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.


You will be required to work at other premises owned or associated to the practice. This will be subject to reasonable request in terms of travel compared your routine site of work. You may also be asked from time to time to be flexible in your working hours as per the needs of the practice.

You will be required to:

Give good and regular attendance

Maintain a tidy and organised work area

Any other duty as requested commensurate with the role, including covering for absent colleagues.

This job description is subject to periodic review and amendment in consultation with the post-holder in the light of changing circumstances. As the organisation grows and develops it is highly likely that this role will develop too and the postholder may be required to undertake additional duties/responsibilities.

Person Specification



  • Strong leadership qualities, with the ability to lead, motivate and involve others
  • Willingness to develop new skills
  • Must be willing and able to travel between sites
  • Flexible with ability to multi-task and work in a fast-paced environment
  • Ability to remain calm under pressure, exhibiting resilience
  • Enthusiastic, pro-active and self-motivated
  • Adaptable to change and varying roles/responsibilities
  • Strong work ethic with a mature and professional approach to work

Skills and Knowledge


  • Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases
  • Able to facilitate and implement policy, guidelines and projects from initiation to completion
  • Excellent organising and prioritising skills
  • Ability to deal with people tactfully and empathetically
  • Knowledge, understanding and application of equal opportunities
  • Ability to prioritise and deliver agreed objectives within tight deadlines
  • Ability to understand complex issues, problem solve and to develop practical workable solutions
  • Ability to use own judgement, resourcefulness and common sense
  • Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised
  • Ability to work to scheduled timelines and prioritise own workload
  • Excellent team player and ability to work autonomously
  • Acceptance and adherence to the need for strict confidentiality


  • Demonstrable ability to analyse and interpret data



  • Proven experience of working in general practice
  • Experience of using SystmOne or similar clinical system
  • Experience of forward planning of service activity
  • Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels
  • Experience of managing, leading and supervising teams
  • Experience of management of health services, facilities and resources


  • Experience of working within the requirements of CQC
  • Good understanding of data analysis and information interpretation



  • GCSE Grade C and above in English Language and Mathematics


  • Educated to A Level standard or above
  • Leadership Qualification
  • Practice Managers Qualification

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

Affinity Care


Westcliffe Medical Practice

Westcliffe Rd


West Yorkshire

BD18 3EE

Employer's website

For help with your application, contact:

Affinity Care Human Resources

Date posted

09 September 2021

Pay scheme






Working pattern

Flexible working

Reference number


Job locations

Westcliffe Medical Practice

Westcliffe Rd


West Yorkshire

BD18 3EE

Alexandra Road


West Yorkshire

BD18 3EG

Supporting documents

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