Practice Manager
Burnside Surgery
This job is now closed
Job summary
We are seeking either a full time Practice Manager or a part time Practice Manager (with the support of an assistant) to lead and oversee the day-to-day operations of our practice.
We are a small, very friendly team with a list size of around 4800 with two GP partners, one salaried GP, ST1s, 2s, 3s, FY2s and one Practice Nurse. Alongside this we are a member of our PCN and have a number of ARR's roles in post to support our team.
Main duties of the job
Job summary
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 basic payroll and accounts
To assist with the achievement of the organisational elements within the QOF/BQC/PCN by taking responsibility for ensuring compliance with delegated indicators
Experience in Primary Care Management preferred.
About us
We are a small, very friendly team with a list size of around 4800 with two GP partners, one salaried GP, ST1s, 2s, 3s, FY2s and one Practice Nurse.Alongside this we are a member of our PCN and have a number of ARR's roles in post to support our team.
Date posted
14 August 2024
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time, Part-time, Job share
Reference number
A2748-24-0007
Job locations
Waters Meeting Health Centre
Waters Meeting Road
Bolton
Greater Manchester
BL1 8TT
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
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
Person Specification
Experience
Essential
- Have excellent leadership and communication and management skills
- Confident in communication methods and able to communicate effectively with a wide variety of people with different skill sets, verbally and in writing
- Diplomatic when dealing with sensitive information or managing potential conflict
- Ability to lead, support and motivate a team successfully
- Ability to use initiative and develop new ideas to improve services
- Self-motivated and able to work independently, resourcefully and under pressure without direct supervision
- Proven ability to provide excellent customer service
- Ability to work efficiently and calm under pressure and in emergency situations
- Ability to work as part of a team but also unsupervised as required
- Ability to multi task and be adaptable and comfortable dealing with changing priorities
- Experience of handling confidential information
- Excellent communication skills including ability to listen, discuss and inform clearly
- Able to work in a challenging and changing environment, responding quickly and flexibly to new developments
- Highly organised, able to plan, prioritise and monitor progress
- To be able to collate and disseminate voluminous and complex information
- Proficient in use of IT
- Excellent Numeracy/Literacy skills, Good standard of Education
Desirable
- Experience of managing a GP Practice
- Experience of managing a team
- Experience of working in health sector
- Experience of implementing Quality Improvement
- Experience of providing staff appraisal/staff development
- Experience of employment law/Human resources management
- Experience of Financial management/book keeping
Person Specification
Experience
Essential
- Have excellent leadership and communication and management skills
- Confident in communication methods and able to communicate effectively with a wide variety of people with different skill sets, verbally and in writing
- Diplomatic when dealing with sensitive information or managing potential conflict
- Ability to lead, support and motivate a team successfully
- Ability to use initiative and develop new ideas to improve services
- Self-motivated and able to work independently, resourcefully and under pressure without direct supervision
- Proven ability to provide excellent customer service
- Ability to work efficiently and calm under pressure and in emergency situations
- Ability to work as part of a team but also unsupervised as required
- Ability to multi task and be adaptable and comfortable dealing with changing priorities
- Experience of handling confidential information
- Excellent communication skills including ability to listen, discuss and inform clearly
- Able to work in a challenging and changing environment, responding quickly and flexibly to new developments
- Highly organised, able to plan, prioritise and monitor progress
- To be able to collate and disseminate voluminous and complex information
- Proficient in use of IT
- Excellent Numeracy/Literacy skills, Good standard of Education
Desirable
- Experience of managing a GP Practice
- Experience of managing a team
- Experience of working in health sector
- Experience of implementing Quality Improvement
- Experience of providing staff appraisal/staff development
- Experience of employment law/Human resources management
- Experience of Financial management/book keeping
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
Burnside Surgery
Address
Waters Meeting Health Centre
Waters Meeting Road
Bolton
Greater Manchester
BL1 8TT
Employer's website
Employer details
Employer name
Burnside Surgery
Address
Waters Meeting Health Centre
Waters Meeting Road
Bolton
Greater Manchester
BL1 8TT
Employer's website
For questions about the job, contact:
Date posted
14 August 2024
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time, Part-time, Job share
Reference number
A2748-24-0007
Job locations
Waters Meeting Health Centre
Waters Meeting Road
Bolton
Greater Manchester
BL1 8TT