Job summary
The post-holder is a Deputy Practice Manager.
To support the Practice Manager in all aspects of practice functionality, motivating and
managing staff, optimising efficiency and overall performance, ensuring the practice
achieves its long-term strategic objectives in a safe and effective working environment.
Main duties of the job
To manage and coordinate all aspects of practice functionality, motivating and managing
staff, patient services, premises and health and safety management.
Through innovative ways of working, support the Practice Manager leading the team in
promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative
working, service delivery, and learning and development, and ensuring the practice
complies with CQC regulations.
The Deputy Practice Manager provides operational oversight across HR/Compliance and
Patient Services, integrating day-to-day delivery to meet practice objectives. The
postholder is the Complaints Lead.
The Deputy PM deputises fully for the Practice
Manager during absence and for agreed portfolios, while the Practice Manager retains
responsibility for strategy, finance, and ultimate accountability to the Partners.
About us
East Croydon Medical Centre is centrally located in the fast developing town of Croydon
with its many transport links.
The practice care for 26,000 patients from a diverse
population.
We are a large, hardworking General Practice with a
multi-disciplinary Team which includes Pharmacists, Practice Nurses, Healthcare
Assistants, Physician Associates, GPs, along with a supportive and experienced
administrative Team. We enjoy and feel positive about modern General Practice
but also strive to ensure a healthy home/work balance. We are active members of
our Primary Care Network and support the ethos behind this.
Job description
Job responsibilities
The following are the core responsibilities of the Deputy Practice Manager in delivering
health services. There may be, on occasion, a requirement to carry out other tasks. This
will be dependent upon factors such as workload and staffing levels:
- Support the Practice Manager in the day-to-day operations of the practice, ensuring
staff achieve their primary responsibilities
- Provide leadership and guidance to all staff, ensuring that they adhere to policy and
procedure at all times
- Oversee the administrative elements of QOF, liaising with GPs, nursing staff and
administrators
- Implement and support systems to ensure compliance with CQC regulations and
standards
- Review and regularly update job descriptions and person specifications, ensuring
all staff are legally and gainfully employed
- Oversees all HR processes including grievances and disciplinaries.
- Evaluate and oversee the staff induction programme
- Undertake appraisals for those that they line manage
- Implement and embed an effective practice and staff development plan for all staff
(clinical and administrative) whilst overseeing a robust training record system
- Support in the resolution of disciplinary and grievance issues, maintaining an
overview of staff welfare.
- Lead on the complaints process, ensuring complaints are dealt with in a timely
manner and, where necessary, escalated to the next level. The Deputy PM is the
Complaints Lead.
- Actively encourage and promote the use of patient online services
- Review and update clinical templates, ensuring they relate to current practice
- Market the practice appropriately to ensure patient population is stable or
increasing
- Support the team to reach QOF targets (supported by the nursing and
administrative leads)
- Ensure the staff implement the practice-wide approach to the management of all
patient services matters
- Manage DNAs, providing data and planning tools coupled with liaison with referred
repeat offenders
- Identify and deliver team training where required
- Support the management team in the compilation of practice reports and the
practice development plan
- Be an integral part of the general practice team
- Be aware of duties and responsibilities regarding current legislation and adhere to
practice policies and procedures on Safeguarding Adults and Safeguarding
Children
- Support in the delivery of enhanced services and other service requirements
- Undertake all mandatory training and induction programmes
- Act as a leader in support of the spectrum of clinical governance
- Attend a formal appraisal with their manager at least every 12 months. Once a
performance/training objective has been set, progress will be reviewed on a regular
basis so that new objectives can be agreed
In addition to the primary responsibilities, the Deputy Practice Manager has the following
wider responsibilities:
- Deputise for the Practice Manager
- Ensure all staff are aware of the management of the premises, including health and
safety aspects and undertake risk assessments and mandatory training as required
- Monitor and disseminate information on safety alerts and other pertinent
information
- Support the overall practice clinical governance framework, deputise for the PM in
submitting reports for OQF, enhanced services and other reporting requirements
- Brief clinicians on performance levels, advising actions to ensure high achievement
across all QOF areas
- Attend and actively participate in practice management meetings
- Attend any external meetings pertinent to this role
- Support and participate in shared learning
- Participate in any audits as directed
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.
- 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.
This document has been created to support the organisations needs for recruiting. It should
be noted that the detail within this person specification may be too lengthy and therefore, the
organisation might wish to reduce the content to support its actual requirements.Furthermore, this person specification may be amended following consultation with the post
holder to facilitate the development of the role, the organisation and the individual. All
personnel should be prepared to accept additional, or surrender existing duties, to enable
the efficient running of the organisation.
Job description
Job responsibilities
The following are the core responsibilities of the Deputy Practice Manager in delivering
health services. There may be, on occasion, a requirement to carry out other tasks. This
will be dependent upon factors such as workload and staffing levels:
- Support the Practice Manager in the day-to-day operations of the practice, ensuring
staff achieve their primary responsibilities
- Provide leadership and guidance to all staff, ensuring that they adhere to policy and
procedure at all times
- Oversee the administrative elements of QOF, liaising with GPs, nursing staff and
administrators
- Implement and support systems to ensure compliance with CQC regulations and
standards
- Review and regularly update job descriptions and person specifications, ensuring
all staff are legally and gainfully employed
- Oversees all HR processes including grievances and disciplinaries.
- Evaluate and oversee the staff induction programme
- Undertake appraisals for those that they line manage
- Implement and embed an effective practice and staff development plan for all staff
(clinical and administrative) whilst overseeing a robust training record system
- Support in the resolution of disciplinary and grievance issues, maintaining an
overview of staff welfare.
- Lead on the complaints process, ensuring complaints are dealt with in a timely
manner and, where necessary, escalated to the next level. The Deputy PM is the
Complaints Lead.
- Actively encourage and promote the use of patient online services
- Review and update clinical templates, ensuring they relate to current practice
- Market the practice appropriately to ensure patient population is stable or
increasing
- Support the team to reach QOF targets (supported by the nursing and
administrative leads)
- Ensure the staff implement the practice-wide approach to the management of all
patient services matters
- Manage DNAs, providing data and planning tools coupled with liaison with referred
repeat offenders
- Identify and deliver team training where required
- Support the management team in the compilation of practice reports and the
practice development plan
- Be an integral part of the general practice team
- Be aware of duties and responsibilities regarding current legislation and adhere to
practice policies and procedures on Safeguarding Adults and Safeguarding
Children
- Support in the delivery of enhanced services and other service requirements
- Undertake all mandatory training and induction programmes
- Act as a leader in support of the spectrum of clinical governance
- Attend a formal appraisal with their manager at least every 12 months. Once a
performance/training objective has been set, progress will be reviewed on a regular
basis so that new objectives can be agreed
In addition to the primary responsibilities, the Deputy Practice Manager has the following
wider responsibilities:
- Deputise for the Practice Manager
- Ensure all staff are aware of the management of the premises, including health and
safety aspects and undertake risk assessments and mandatory training as required
- Monitor and disseminate information on safety alerts and other pertinent
information
- Support the overall practice clinical governance framework, deputise for the PM in
submitting reports for OQF, enhanced services and other reporting requirements
- Brief clinicians on performance levels, advising actions to ensure high achievement
across all QOF areas
- Attend and actively participate in practice management meetings
- Attend any external meetings pertinent to this role
- Support and participate in shared learning
- Participate in any audits as directed
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.
- 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.
This document has been created to support the organisations needs for recruiting. It should
be noted that the detail within this person specification may be too lengthy and therefore, the
organisation might wish to reduce the content to support its actual requirements.Furthermore, this person specification may be amended following consultation with the post
holder to facilitate the development of the role, the organisation and the individual. All
personnel should be prepared to accept additional, or surrender existing duties, to enable
the efficient running of the organisation.
Person Specification
Qualifications
Essential
- A good standard of education, with an expectation of
- having both GCSE Maths and English at Grade C or
- above, or Functional Skills Level 2 in Maths and English.
Desirable
- Associate Member of IGPM in view of becoming a full member (MIGPM);
- AMSPAR qualification (L5 in Primary Care and Health Management);
- Completion of CIPD course;
- Leadership and/or management qualification
Other requirements
Essential
- Disclosure Barring Service (DBS) check;
- Occupational Health clearance;
- References
Desirable
- Flexibility to work outside core office hours
Experience
Essential
- Experience of managing multidisciplinary teams;
- Experience of working with the general public;
- Experience of working in a healthcare setting;
- Experience of performance management, including
- appraisal writing, staff development and disciplinary
- procedures;
- Experience of successfully developing and implementing
- projects;
- Understanding of Health and Safety requirements;
- HR understanding and experience;
- Experience of health and safety requirements and needs
- within a small business;
Desirable
- NHS or general practice experience;
- Experience of chairing meetings, producing agendas and
- minutes
Knowledge and skills
Essential
- Excellent communication skills (written, oral and presenting);
- Proven leadership skills;
- Competent in the use of MS Office and Outlook;
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment;
- Problem solver with the ability to process information accurately and effectively, interpreting data as required;
- Ability to use own initiative, discretion, and sensitivity;
- Clinical system IT user skills;
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity;
- Ability to work as a team member and autonomously;
- Sensitive and empathetic in distressing situations;
- Ability to exploit and negotiate opportunities to enhance service delivery;
- Strategic thinker and negotiator with a solutions-focused approach;
- Effective time management (planning and organising);
- Good organisational skills;
- Ability to effectively utilise resources;
- Punctual and committed to supporting the team effort;
- High levels of integrity and loyalty;
- Ability to network and build relationships;
- Flexible, cooperative and motivated;
- Confident, assertive and resilient;
- Ability to drive and deliver change effectively;
- Ability to use initiative and judgement;
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions;
- Understanding of safeguarding adults and children;
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure;
- Ability to implement and embed policies and procedures
Person Specification
Qualifications
Essential
- A good standard of education, with an expectation of
- having both GCSE Maths and English at Grade C or
- above, or Functional Skills Level 2 in Maths and English.
Desirable
- Associate Member of IGPM in view of becoming a full member (MIGPM);
- AMSPAR qualification (L5 in Primary Care and Health Management);
- Completion of CIPD course;
- Leadership and/or management qualification
Other requirements
Essential
- Disclosure Barring Service (DBS) check;
- Occupational Health clearance;
- References
Desirable
- Flexibility to work outside core office hours
Experience
Essential
- Experience of managing multidisciplinary teams;
- Experience of working with the general public;
- Experience of working in a healthcare setting;
- Experience of performance management, including
- appraisal writing, staff development and disciplinary
- procedures;
- Experience of successfully developing and implementing
- projects;
- Understanding of Health and Safety requirements;
- HR understanding and experience;
- Experience of health and safety requirements and needs
- within a small business;
Desirable
- NHS or general practice experience;
- Experience of chairing meetings, producing agendas and
- minutes
Knowledge and skills
Essential
- Excellent communication skills (written, oral and presenting);
- Proven leadership skills;
- Competent in the use of MS Office and Outlook;
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment;
- Problem solver with the ability to process information accurately and effectively, interpreting data as required;
- Ability to use own initiative, discretion, and sensitivity;
- Clinical system IT user skills;
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity;
- Ability to work as a team member and autonomously;
- Sensitive and empathetic in distressing situations;
- Ability to exploit and negotiate opportunities to enhance service delivery;
- Strategic thinker and negotiator with a solutions-focused approach;
- Effective time management (planning and organising);
- Good organisational skills;
- Ability to effectively utilise resources;
- Punctual and committed to supporting the team effort;
- High levels of integrity and loyalty;
- Ability to network and build relationships;
- Flexible, cooperative and motivated;
- Confident, assertive and resilient;
- Ability to drive and deliver change effectively;
- Ability to use initiative and judgement;
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions;
- Understanding of safeguarding adults and children;
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure;
- Ability to implement and embed policies and procedures
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.