Job responsibilities
PRINCIPAL DUTIES AND RESPONSIBILITIES
Oversee the patient navigation operations of
the practice, ensuring staff achieve their primary responsibilities.
Work closely with
clinical staff to ensure the smooth running of the practice, reporting any
problems encountered to the relevant person.
Deputise in the absence of the Practice Manager.
To provide leadership, support and training for current and new staff
ensuring that data quality guidelines are understood and adhered to.
Ensuring staff always adhere to policy and procedure.
The post holder will be aware of the various statutory requirements and
will assist in implementation as directed by the Practice Manager.
To provide support to the Practice Manager in
project work, and in the running of key systems and procedures such as payroll,
pensions, accounts and health and safety.
The post-holder will need to become familiar
with all functions of the clinical system and their applications, plus national
and local quality standards for primary care.
Oversee HR within the practice, including
recruitment, staff contracts and disciplinary and grievance procedures. Keep up
to date with employment law legislation.
To undertake annual appraisals with administrative
staff
Have overall responsibility for overseeing CQC
compliance (non clinical) within the practice.
Ensure CQC
registration is accurate and update changes via the CQC portal as necessary.
Assist with production and upkeep of practice procedures
manuals and toolkit.
Deal with more
complex enquiries and requests from patients.
To be the first
line of contact for patients with respect to the complaints procedure and to
take appropriate action as set out in the Practices complaints procedure, with
the support of the Practice Manager where appropriate.
Maintaining the
complaints database.
Maintaining the significant event database, providing
advice to staff and briefing the team at meetings as required.
Identifying trends and devising solutions to reduce risk
and repeated occurrences of significant events and complaints.
Act as the
primary point of contact for NHS(E), ICB, community services, suppliers and
other external stakeholders in the absence of the Practice Manager
Promote quality
and continuous improvement; confidentiality, collaborative working, service
delivery, learning and development, and carry out other duties as directed by
the practice manager.
Ensure Disaster
Recover Plan/Business Continuity Plan is reviewed annually and updated as the
business need dictates.
Act as the Data
Protection Lead. Work closely with the ICB appointed Data Protection Officer
ensuring the practice is compliant with Data Protection regulations.
Complete required
annual/monthly declarations and returns on behalf of the practice such as Information
Governance, Complaints and Workforce Data.
Play an active
part in supporting the Patient Participation Group and participate in quarterly
meetings.
Health & Safety:
The post-holder will implement and lead on the
full range of promotion and management of their own and others health, safety
and security as defined in the practice Health & Safety policy, the
practice Health & Safety manual, and published procedures. This will
include (but will not be limited to):
Ensuring job holders across the practice adhere to their individual
responsibilities for infection control and health and safety, using a system of
observation, audit and check, hazard identification, questioning, reporting and
risk management.
Monitoring compliance with health and safety
legislation, providing leadership and direction for staff. Liaising with the
practice appointed external Health & Safety provider.
Identifying the risks involved in work activities and undertaking such
activities in a way that manages those risks across the business
Making effective use of training to update knowledge and skills, and
initiate and manage the training of others
Actively identifying, reporting, and correction of health and safety
hazards and infection hazards immediately when recognised
Routine management of own team / team areas, and maintenance of work
space standards
Demonstrate due regard for safeguarding and promoting the welfare of
children.
Production of performance and quality information:
To ensure that
documentation (electronic and paper-based) exists to support performance
standards across the full range of performance-based activity QOF, Enhanced
Services etc.
To undertake
ad-hoc work related to the performance of the practice under the guidance of
the practice manager.
Equality and diversity
The post-holder will support the equality,
diversity and rights of patients, carers and colleagues, to include:
Acting in a way
that recognizes 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 that is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights.
Personal/Professional
development
The post-holder will participate in any training
programme implemented by the practice as part of this employment, such training
to include:
Participation in
an annual individual performance review,
Taking
responsibility for own development, learning, and performance and demonstrating
skills and activities to others.
This role is considered to be a developmental
position and the jobholder will be encouraged to develop personal and business
skills.
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 recognize the importance of effective communication
within the team and will:
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 practice
policies, standards and guidance.
Discuss with
other members of the team how the policies, standards and guidelines will
affect own work.
Participate in
audit where appropriate.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow
us to gather, sensitive information in relation to their health and other
matters. They do so in confidence and
have the right to expect that staff will respect their privacy and act
appropriately.
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.
Other Personal tasks
Become involved
with key aspects of the practice managers workload and be able to respond to
information requests and updates as necessary, being able to run key tasks such
as payroll in the event of absence.
Dealing with
patients, and contacts within the NHS and other practices, both in person and
on the telephone.
Administration cover
for absences and help with extra-ordinary workloads.
Be generally
involved in the administration of a small business.