Job summary
Contribute to the implementation of the long
term strategic direction of the organisation, role-modelling the Groups
culture, values and behaviours within the practice, supporting the local team
to deliver excellent care to patients
Share practice-level insights (e.g. issues,
staff training needs, lessons learned) across the Group in the appropriate
forum, e.g. Operations Team, Clinical Governance, Practice Meetings etc, and
vice versa.
Main duties of the job
Site Management, Haddenham Surgery (70-80%)
Operational performance of the practice
Staff
Clinical Safety & Quality
Facilities and Health & Safety
General Business support
Additional Support to Ops Team (20-30%)
About us
Mereside Medical is a
flourishing group of three East Cambridgeshire practices in Ely, Haddenham and
Soham. We believe in clinical excellence, and that general practice is the
cornerstone of well-being in our community. Our goal is to deliver on the
ambitions laid out in the GP forward view in a way that is locally relevant,
valued by patients, and satisfying for our staff.
As a group, weve grown
rapidly and now employ more than 140 people across the three practices. Our
Patient Services Advisors are often the first experience that patients have of
their practice, and so there is endless opportunity to have a positive
influence on patient outcome, safety, and satisfaction in this role. We are
people-centered in our approach to work and believe that every contact that a
patient has with our staff is as valuable as the next in the patient journey.
Our approach is innovative and forward-looking, and we embrace technology to
help us work together more efficiently and collaboratively.
Job description
Job responsibilities
Site Management, Haddenham Surgery (70-80%)
Alignment and integration with the Mereside
Medical Group
-
Contribute to the implementation of the long
term strategic direction of the organisation, role-modelling the Groups
culture, values and behaviours within the practice, supporting the local team
to deliver excellent care to patients
-
Share practice-level insights (e.g. issues,
staff training needs, lessons learned) across the Group in the appropriate
forum, e.g. Operations Team, Clinical Governance, Practice Meetings etc, and
vice versa.
Operational performance of the practice
-
Take overall responsibility for day to day
operational performance of the practice, working with the Operations Team and
local managers to ensure that both clinical and non-clinical work is conducted
effectively and efficiently
-
Ensure that all practice staff are fully aware
of and confident in following all processes and protocols (clinical,
operational, and administrative)
-
Work closely with relevant clinical and
non-clinical managers to regularly review practice operations and identify and
implement improvements to our ways of working, including use of technology, to
impact positively on both the patient experience and the staff experience
-
Support team managers to maintain an efficient
and cost-effective level of staffing to provide an effective service to
patients, including managing the overtime and staff training budgets
-
Contribute positively to a sense of cohesion,
and foster a culture of wider collaboration across the organisation, ensuring
staff engage actively with collaboration tools such as MS Teams to optimise
information sharing across sites and teams.
Staff
-
Ensure all new staff (including temporary or
visiting staff) who will be working at Haddenham Surgery have an excellent
first experience of the practice, and are inducted effectively in all
site-specific policies, procedures, and working practices
-
Be the first point of contact for all
Haddenham Surgery staff for to ensure they are aware of and follow all relevant
Group-wide policies or processes, advising staff and resolving queries locally
where possible, and signposting more complex queries to the relevant member of
the Operations Team as needed
-
Support local managers to ensure that their
team members are performing at their best and able to access the training and
support they need to deliver an excellent, safe service
-
Monitor trends in staff training or
development needs that may be relevant across the Group, and feed in to
relevant Learning & Development planning.
Clinical Safety & Quality
-
Ensure appropriate information is available to
patients in a timely manner, including, e.g. content on the practice website,
practice leaflet, posters and displays around the practice
-
Act as first point of contact for patient for
complaints, in line with the Complaints Policy, resolving issues informally or
escalating to the Group Head of Quality Assurance when necessary
-
Support the Group Head of Clinical Service
Delivery to ensure that all significant events occurring in the practice are
investigated, recorded, and responded to appropriately and on time
-
Work with the Mereside CQC lead to maximise
compliance with the required standards and prepare the practice for any
external inspection(s).
Facilities and Health & Safety
-
Work with the Facilities & Estates
Coordinator to ensure that the Health & Safety statutory obligations and
legislation are adhered to and all relevant documentation is maintained
-
Ensure that practice facilities and space are
utilised optimally, comply with relevant legislation, and keep staff safe in
their work
-
Supported by the Facilities & Estates
Coordinator, oversee the planning and implementation of any facilities
improvements, including managing supplier relationships to ensure that they are
completed on time and on budget.
General Business support
-
Provide on-site support for basic IT support
requests relating to e.g. Smart Card, NHSMail, Windows, SystmOne, AskMyGP,
Teams, etc, escalating more complex IT queries to the relevant external support
service
-
Provide first point of contact support for
initial business support queries (e.g. HR, finance, facilities, etc),
signposting more complex queries to the relevant member of the Operations Team
-
Work with relevant members of the Operations
Team as appropriate with practice level business administration and compliance
matters, to ensure that the practice is managed effectively, all compliance
requirements are met, and all relevant documentation is well organised and
readily available
-
Organise, chair or participate in meetings
relevant to the role, ensuring decisions and actions are minuted and completed.
Additional Support to Ops Team (20-30%)
-
The Mereside Ops Team comprises a number of specialist
functions which work together to support the effective and efficient delivery
of clinical services. The Practice Operations Manager (HS) will provide
dedicated support to one of these functions based on their experience and area
of interest.
Additional support will be given in one of the
following areas:
o Clinical
Operations
o Communications
o Facilities
and IT
o Finance
and Governance
o People
and Culture
o Quality
Assurance.
Job description
Job responsibilities
Site Management, Haddenham Surgery (70-80%)
Alignment and integration with the Mereside
Medical Group
-
Contribute to the implementation of the long
term strategic direction of the organisation, role-modelling the Groups
culture, values and behaviours within the practice, supporting the local team
to deliver excellent care to patients
-
Share practice-level insights (e.g. issues,
staff training needs, lessons learned) across the Group in the appropriate
forum, e.g. Operations Team, Clinical Governance, Practice Meetings etc, and
vice versa.
Operational performance of the practice
-
Take overall responsibility for day to day
operational performance of the practice, working with the Operations Team and
local managers to ensure that both clinical and non-clinical work is conducted
effectively and efficiently
-
Ensure that all practice staff are fully aware
of and confident in following all processes and protocols (clinical,
operational, and administrative)
-
Work closely with relevant clinical and
non-clinical managers to regularly review practice operations and identify and
implement improvements to our ways of working, including use of technology, to
impact positively on both the patient experience and the staff experience
-
Support team managers to maintain an efficient
and cost-effective level of staffing to provide an effective service to
patients, including managing the overtime and staff training budgets
-
Contribute positively to a sense of cohesion,
and foster a culture of wider collaboration across the organisation, ensuring
staff engage actively with collaboration tools such as MS Teams to optimise
information sharing across sites and teams.
Staff
-
Ensure all new staff (including temporary or
visiting staff) who will be working at Haddenham Surgery have an excellent
first experience of the practice, and are inducted effectively in all
site-specific policies, procedures, and working practices
-
Be the first point of contact for all
Haddenham Surgery staff for to ensure they are aware of and follow all relevant
Group-wide policies or processes, advising staff and resolving queries locally
where possible, and signposting more complex queries to the relevant member of
the Operations Team as needed
-
Support local managers to ensure that their
team members are performing at their best and able to access the training and
support they need to deliver an excellent, safe service
-
Monitor trends in staff training or
development needs that may be relevant across the Group, and feed in to
relevant Learning & Development planning.
Clinical Safety & Quality
-
Ensure appropriate information is available to
patients in a timely manner, including, e.g. content on the practice website,
practice leaflet, posters and displays around the practice
-
Act as first point of contact for patient for
complaints, in line with the Complaints Policy, resolving issues informally or
escalating to the Group Head of Quality Assurance when necessary
-
Support the Group Head of Clinical Service
Delivery to ensure that all significant events occurring in the practice are
investigated, recorded, and responded to appropriately and on time
-
Work with the Mereside CQC lead to maximise
compliance with the required standards and prepare the practice for any
external inspection(s).
Facilities and Health & Safety
-
Work with the Facilities & Estates
Coordinator to ensure that the Health & Safety statutory obligations and
legislation are adhered to and all relevant documentation is maintained
-
Ensure that practice facilities and space are
utilised optimally, comply with relevant legislation, and keep staff safe in
their work
-
Supported by the Facilities & Estates
Coordinator, oversee the planning and implementation of any facilities
improvements, including managing supplier relationships to ensure that they are
completed on time and on budget.
General Business support
-
Provide on-site support for basic IT support
requests relating to e.g. Smart Card, NHSMail, Windows, SystmOne, AskMyGP,
Teams, etc, escalating more complex IT queries to the relevant external support
service
-
Provide first point of contact support for
initial business support queries (e.g. HR, finance, facilities, etc),
signposting more complex queries to the relevant member of the Operations Team
-
Work with relevant members of the Operations
Team as appropriate with practice level business administration and compliance
matters, to ensure that the practice is managed effectively, all compliance
requirements are met, and all relevant documentation is well organised and
readily available
-
Organise, chair or participate in meetings
relevant to the role, ensuring decisions and actions are minuted and completed.
Additional Support to Ops Team (20-30%)
-
The Mereside Ops Team comprises a number of specialist
functions which work together to support the effective and efficient delivery
of clinical services. The Practice Operations Manager (HS) will provide
dedicated support to one of these functions based on their experience and area
of interest.
Additional support will be given in one of the
following areas:
o Clinical
Operations
o Communications
o Facilities
and IT
o Finance
and Governance
o People
and Culture
o Quality
Assurance.
Person Specification
Experience
Essential
- You will have demonstrable experience of: Working in primary care, most likely in a non-patient-facing capacity, and ideally with deep understanding of the processes that non-patient-facing teams have to follow to ensure patients travel through the most appropriate pathway of care as efficiently as possible. Managing teams to work on shared goals, change ways of working, and learn new processes and technologies to deliver a better service.
- Working as a generalist, confident to deal with a broad range of matters in uncertain situations, while knowing your limits and when to bring in specialist support. Using data and analysis to develop insights and actionable recommendations. You will be: Passionate about the role that non-patient-facing teams can play in facilitating the patient journey through the healthcare system, to contribute meaningfully to better health and well-being outcomes.
- Adept in using systems and tools commonly used in primary care, including SystmOne plus add-ons, AskMyGP, Office (including Teams). Service-minded, solutions-focused, and constructive in your approach to people, both staff and patients alike. Pro-active, structured, and organised in your approach to work, quick to spot and solve problems quickly and effectively.
- Committed to empowering and enabling others. An adaptable and empathetic communicator, effective at reading your audience and adapting your style to bring people along with you.
Person Specification
Experience
Essential
- You will have demonstrable experience of: Working in primary care, most likely in a non-patient-facing capacity, and ideally with deep understanding of the processes that non-patient-facing teams have to follow to ensure patients travel through the most appropriate pathway of care as efficiently as possible. Managing teams to work on shared goals, change ways of working, and learn new processes and technologies to deliver a better service.
- Working as a generalist, confident to deal with a broad range of matters in uncertain situations, while knowing your limits and when to bring in specialist support. Using data and analysis to develop insights and actionable recommendations. You will be: Passionate about the role that non-patient-facing teams can play in facilitating the patient journey through the healthcare system, to contribute meaningfully to better health and well-being outcomes.
- Adept in using systems and tools commonly used in primary care, including SystmOne plus add-ons, AskMyGP, Office (including Teams). Service-minded, solutions-focused, and constructive in your approach to people, both staff and patients alike. Pro-active, structured, and organised in your approach to work, quick to spot and solve problems quickly and effectively.
- Committed to empowering and enabling others. An adaptable and empathetic communicator, effective at reading your audience and adapting your style to bring people along with you.
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.
