Job responsibilities
Roles and Responsibilities
The successful candidate will
Provide supervision and leadership to all Dill Hall Staff, including PCN ARRS roles staff, ensuring full coverage at all times.
Liaise with and ensure good communication with the Dill Hall Staff and the ELA.
Answer team members questions and help with problems to ensure the smooth day-to-day running of the Practice.
To manage staff welfare including holidays, monitor sickness and absence; and return to work interviews as necessary. Listen to team members feedback and resolve any issues or conflicts.
Staff Probations and appraisals
Support the utilisation of appointment books on EMIS, ensuring all clinics for both Practice and PCN clinicians are filled with appropriate appointments.
Undertake admin tasks including monitoring and ordering supplies, overseeing the call and recall system, referrals etc.
Support the induction process for new staff, including locum staff. Ensure the locum pack is up-to-date and all new staff are made to feel welcome.
Deal with informal complaints in a professional manner, seeking to resolve any issues prior to escalating to formal complaint.
Attend meetings with the ELA, acting as the main point of contact for the Dill Hall Staff. Support the Operations Support Officer in wider team meetings.
Implementing and maintaining systems to receive patient enquiries and suggestions, including oversight of the practice-based complaints procedure in conjunction with the relevant partner.
Manage all patient complaints both informal and formal whilst working to NHS guidelines related to on-site staff roles
Assist with reviewing and updating the practices information leaflet/website, practice publicity and health education material as required with local team/ site specific elements
Working with the Patient Forum on a bimonthly basis
Assist with the implementation of patient staff satisfaction survey
Have a good working knowledge of the requirements of GP Contract DES Les specifications and QOF, helping to ensure that the practice achieves maximum income where possible at all times.
Ensure compliance with practice Health & Safety policies and procedures, keeping track of training and documents for all practice staff.
Ensure compliance with GDPR/Data Protection in line with practice policies.
Troubleshoot any IT issues, logging incidents with the IT Support Desk if unable to resolve the issue.
Have a good working relationship with Hyndburn Rural PCN.
Attend meetings as determined by the Operations Manager.
Work closely with the Operations Manager and report on the progress of the Practice.
Ensure all targets & quality work is completed and achieved.
Any other duties considered appropriate to the role of as requested from time to time by the Alliance.
Accountability
The post holder will be aware of the various statutory requirements and will assist in implementation as directed. There is a need to work closely with the administrative team to ensure the smooth running of the Practice, reporting any problems encountered to the relevant person.
Training requirements will be monitored by yearly appraisal. Personal development will be encouraged and supported by the organisation. It is the individuals responsibility to remain up to date with recent developments.
Working Conditions
- Use of Visual Display Unit (VDU) and photocopier on a daily basis.
Physical Effort
Mental and Emotional Effort
- Working with sensitive, highly confidential and occasionally distressing information.
- Problem solving.
- Must manage multiple tasks within a work pattern that is demanding and unpredictable.
- Priorities can change throughout the day.
- Some tasks that require high levels of concentration (i.e. transcribing, setting up and working on databases and spreadsheets).
Responsible for managing own workload, autonomous working conditions with little or no direction and no direct supervision on the work being carried out
Health & Safety/Security
Compliance with the Health & Safety at Work Act 1974. The post holder will be required to support in the management of risks. This entails the risk management of all situations, taking appropriate actions and reporting all incidents, near misses and hazards as well as a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Confidentiality
In the course of every employee's duties, they may have access to confidential material about patients, members of staff or other health service business.
On no account must information relating to identifiable patients be divulged to anyone other than authorised persons, for example, medical, nursing or other professional staff, who are concerned directly with the care, diagnosis and/or treatment of the patient.
Similarly, information relating to staff records or information concerning contracts, and other commercially sensitive matters etc. are considered to be confidential and must not be divulged without prior authority.
Breaches of confidentiality will result in disciplinary action.
If in any doubt whatsoever as to the authority of a person or body asking for information of this nature, seek advice from your 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 recognises the importance of peoples rights, interpreting them in a way that is consistent with 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 and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Everyone has a personal responsibility to seek to improve their own and colleagues working lives to create a healthy and productive working environment.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the organisation as part of this employment, such training to include:
- 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 development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
All employees have a responsibility to participate in regular appraisal with their line manager and to identify performance standards for the post. As part of the appraisal process employees have a joint responsibility with their line manager to identify any learning development needs in order to meet the agreed performance standards.
Quality:
The post-holder will strive to maintain quality within the organisation, 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 service needs
- Effectively manage own time, workload and resources
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Recognise peoples needs for alternative methods of communication and respond accordingly
- Contribution to the Implementation of Services:
The post-holder will:
- Apply organisational 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
