Organisational Manager / Assistant Practice Manager

Job description

Job responsibilities

MAIN PURPOSE OF JOB • To assist in the smooth and efficient running of the practice. • To be responsible for the provision of patient care throughout the practice to a high standard, ensuring that the partners are provided with competent support at all times to deliver the services required by our GMS contract. • To assist with strategic personnel development within the practice, by identifying recruitment needs, setting up and supporting the interview process, along with continuous assessment, monitoring and development of the overall practice team. • To lead on “Health and Safety” within the practice, providing direction and support to the Practice Manager and the Dispensary Manager, ensuring compliance with all legal requirements within the practice • To lead on education, training and development, advising on mandatory training requirements and providing guidance and support to the Practice Manager, the Dispensary Manager and the Clinical Manager. • To directly manage the reception team, conducting performance appraisals and providing support and guidance for the senior receptionist with issues that arise. • To co-manage the dispensing team, conducting performance appraisals and working with the Dispensary Manager on all aspects of team planning, development and deployment. • To evaluate practice performance from the patients’ perspective, promoting and prioritising changes and development that will directly address patients’ requirements. • To be directly involved with all aspects of Patient Participation; to organise, attend and record the outcomes of group meetings; to provide open communication and to be readily available to patients with concerns or issues that need addressing. Close Working Relationships: • Work effectively within the practice leadership and management team to provide an efficient service for the practice’s patients. • Meet with the partners, practice manager and key personnel on a regular basis to discuss practice development; on occasions this may involve evening or weekend meetings. • Maintain and promote good and productive relationships with external agencies such as NHS England (NHSE), Public Health, Gloucestershire Clinical Commissioning Group (CCG), the Forest Primary Care Network, the Forest of Dean Practice Managers Group and other relevant bodies. SPECIFIC DUTIES AND RESPONSIBILITIES: HUMAN RESOURCES MANAGEMENT Employment legislation & regulations: • Produce, review, update & maintain up-to-date all practice policies, protocols, guidelines and flowcharts, including the Employment Handbook Recruitment & induction: • Identify recruitment needs, produce plans & set time-scales • Review job descriptions, person specifications & employment contracts • Undertake all recruitment administration, including internal and external communication, preparation, the interview process and appointment to post. • Oversee the process for the Disclosure & Barring Service (DBS) guidelines, practice policy, risk assessments, U-check clearance and 3-yearly declarations • Follow, review and update occupational health guidelines and immunity risk assessments, respond to individual identified occupation health requirements within the workplace • Plan and deliver induction, plan initial training sessions, design & produce induction packs and undertake progress reviews at recommended intervals • Undertake pro-rata annual leave and bank holiday leave entitlement calculations and update the leave summary master • Produce and update individual & team records for hours worked Staffing hours: • Undertake strategic planning • Respond to formal change requests • Produce and update worked hours sheets for the team and for individuals • Help to develop master staff rotas for senior team members to use • Produce additional hours work sheets, master updates & monthly sign off Leave: • Review and update practice procedures and policies • Undertake annual calculations and pro-rata adjustments for annual leave and bank holiday entitlement • Monitor records for sickness absence, return to work forms & interview Training: • Identify, communicate, monitor and evaluate mandatory & non-mandatory training needs • Plan development activity for protected learning time within the practice • Plan additional training sessions on a regular and an ad-hoc basis • Allocate Teamnet e-learning modules and update partners on mandatory training achievement • Produce, review & update training documents, protocols, flowcharts, work books and handouts • Review & record external course requests, approval, bookings & costings • Update individual and team training records Performance reviews & appraisals: • Plan, schedule and deliver appraisals for the reception and dispensary teams • Assist with the planning, scheduling and delivery of appraisals for the nursing and administrative teams • Review pre-appraisal, appraisal & interim review form design • Monitor performance Working relationship & team-working standards: • Review and update practice guidance and information • Monitor effective and positive working relationships across all teams, assisting other managers if problems arise • Implement and manage wellbeing strategies • Help with ideas and organisation of practice social events Discipline & grievance: • Support the staff partner and/or practice manager, by: - Updating practice procedures, guidance & guidelines - Attending and documenting disciplinary meetings - Recording verbal improvement notes - Issuing first written warnings - Responding to formal written grievances - Attending and documenting grievance meetings Development: • Look at new roles and opportunities to develop apprenticeship program or similar to recruit new talent or develop existing staff Resources • Consider and review technological or process investment that may assist with identifying and managing demand and increasing capacity HEALTH & SAFETY Lead on the application of legislation & regulations by: • Producing, reviewing, updating & maintaining up-to-date: • Practice policies, procedures, protocols and guidelines • Displaying posters, notices, guidance and information • Making recommendations & undertaking consultation Oversee the use of risk assessments by: • Producing and completing hazard forms • Producing risk assessment templates and completing risk assessments • Maintaining and reviewing action plans, record keeping and follow-up. Training: • Site layout maps & emergency evacuation procedures • Fire drill planning, delivery, monitoring, feed-back, record keeping • Planning training events with external trainers i.e. fire safety Maintenance: • Monitor standards for housekeeping & infection control • Report issues • Oversee the provision of first aid training • Provide well-being support across all teams. PATIENT EXPERIENCE Patient groups: • Undertake the lead role for the Patient Participation Group (PPG), membership records, roles, terms of reference, forward planning, communication, consultation, meetings, site visits, voluntary work & record keeping • Undertake the lead role for the Patient Reference Group (PRG), to include membership records, communication and consultation Feedback: • Update and monitor use of the 4C’s information leaflet • Undertake first line response to concerns & grumbles • Assist with complaint investigations, letters, reports, defence union involvement & record keeping • Respond to patient suggestions and compliments • Manage the process for patient surveys Customer service: • Monitor expectations and service standards • Oversee and direct the practice response to conflict, aggression & violence guidance, updating practice procedures & undertaking risk assessments Communication: • Assist with information leaflets and posters design, review & updates • Monitor the new patient registration process, checking forms & information packs • Assist with website content and planning SERVICE QUALITY & STANDARDS Care Quality Commission (CQC): • Understand the CQC expectation for service delivery and assist in achieving practice compliance • Identify and plan work to achieve and maintain practice standards • Meet requirements, secure evidence, monitor & maintain practice performance • Prepare for and assist with practice inspections • Review business continuity plan and update as needed • Assist with property maintenance issues in PMs absence Data Security and Protection (DSP): • Understand the roles and requirements for information governance • Assist with achieving and maintaining the IG standards across the practice at all levels • Conduct annual risk assessments • Assist with inspections General Medical Services (GMS) contract and Enhanced Services: • Update and review the changing requirements for service delivery • Assist in identifying workflows to satisfy contract and enhanced service requirements Workforce Data: • Review and complete annual declaration • Assist with requests for SITREPs when required by CCG

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Desirable

• Higher level qualifications such as A levels or vocational training that demonstrate a commitment to lifelong learning

Employer details

Employer name

Forest Health Care

Address

Cinderford Medical Centre

Valley Road

Cinderford

Gloucestershire

GL14 2NX

Employer's website

https://www.foresthealthcentre.nhs.uk/ (Opens in a new tab)