Job summary
Are you looking for an exciting opportunity to work
at a large, yet closely knit practice, that has been rated Good by CQC and has
a training / teaching culture? If so, then this
might be the role you are looking for. If you relish a challenge and have a
good laugh at the same time then we might be the right fit for each other
Main duties of the job
As the Patient Services Manager you will manage and develop patient facing services for the Practice
You will be responsible for:
- Reception, Patient Services Team (team of 18 staff)
- Care Team, Patient Services Team (team of 5 staff)
- Patient feedback, including complaints, surveys and the Patient Action Group
- Ensuring Reception and Care Team adheres to the Practice policies and procedures whilst adhering to CQC requirements.
- Work closely with the Senior Manager, Practice Manager and GP Partners.
About us
Abbey Medical Practice looks after 28,300 patients in Wellingborough and a branch practice in Earls Barton.
The Practice is led by 7 GP Partners and managed by our Practice Manager, along with the Operations Manager. The Practice has 6 additional GPs in salaried roles with Advanced Nurse Practitioners, Treatment Area Nurses, Health Care Assistants lead by the Nursing Manager. Healthy Minds Practitioner and Clinical Pharmacists in post. We have over 75 staff employed to deliver outstanding care to our patients.
The Practice is part of Wellingborough and District PCN hub offering access to multidisciplinary teams and additional clinicians ensuring patients are seen by the most appropriate professionals.
Abbey Medical Practice is registered and regulated by the Care Quality Commission (CQC) and works within National NHS guidelines and local commissioners to provide safe, effective and responsive services to our patient population.
The Practice is very sociable and have regular social events to have a good work-life balance. In summary, we work hard and we play harder!
Job description
Job responsibilities
Line Manager Team Leaders for the Reception
Team and Care Team, Patient Services
- To assist with
recruitment, in accordance with Practice Policy for new members of the team.
- In the absence of
Team Leaders, assist with undertaking staff exit interviews.
- To ensure the
Team Leaders provides and/or delegate training to all new members of staff to
ensure they are able to complete work to a high standard. Ensure regular monitoring sessions have been
completed to ensure training is being completed and update skills
analysis. Ensure 6 month probation
review are completed
- Assist with
undertaking annual staff appraisals and set objectives.
- Manage staff
issues that may arise including any concerns regarding attitude, behaviour,
attendance, performance or capability issues.
- Ensure staff
provide outstanding Customer Service to all patients who contact the Practice. Ensure
staff maintain a friendly, approachable and professional persona at all times. Provide
feedback and coaching where appropriate.
- Ensure Team
Leaders have identify skill gaps within the team to ensure that there is a full
trained team to enable service delivery.
- Ensure Team
Leader records all staff absence, including holiday requests, sickness and
toil.
- Ensure Team
Leader completes return to work interviews for all staff following sickness. Assist Team
Leaders with staff who have exceeded 100 Bradford Score.
- Sign off staff overtime prior to submission to the Finance Clerk
- Approval of annual
leave.
- Ensure Team Leader organise and chair team
meetings. Attend where appropriate.
Ensure meetings are minuted and ensure all actions are undertaken within agreed
timescales.
- Ensure Mandatory training for the team is up to
date
- Ensure meetings/training are planned for
Protected Learning Time.
- Review rotas and ensure sufficient staff and
skill mix to deliver the service.
- Attend meetings with Senior Manager to disseminate
information
- Championing a compassionate, supportive and
inclusive team culture. With Partners and Practice Manager to actively promote
mental health and wellbeing initiatives, fostering an environment that
prioritises the holistic health and happiness of all our employees
Operations
- Oversight of the use of online tools that are
used to communicate to patients.
- Oversight of the third party supplier of the
Practice phone system. Review reports relating
to service delivery, identifying pressures and proposing solutions.
- Assist with new Practice initiatives/contractual
changes requested by PCN, ICB and NHS
- Improvement and introduction of new services to
improve delivery of services to our patients.
Complaints and
Compliments- Action verbal complaints that require escalation. Ensure these are documented identifying
common themes. Escalate to Senior
Manager / Partner Complaints Lead where necessary.
- Investigate and
respond to written complaints. Ensure adherence to Practice Complaints
procedure and liaising with the Senior Manager /Partner Complaints Lead.
- Undertake
annual Complaints return to NHS England - annually
- Record
compliments, share with the wider team and follow up with patients as
appropriate.
- Liaise with
Practice NHS Resolutions/Practice indemnity service provider as and when
required.
- Ensure Your
views and complaints communications are up to date
Patient Experience
- Ensure the
patients have a positive experience when contacting the Practice
- Complete
responses to online reviews.
- Contact
patients who have provided positive feedback regarding the patient experience
to obtain specific details
- Review Family
and Friends data
- Ensure the patient areas within the Practice
are informative with literature, clean/ tidy and compliant to CQC requirements.
- Ensure the Practice adheres to Accessible Information Standards.
- Meet with the Patient Action Group on a
quarterly basis to provide updates on the Practice. Minute and follow up on any actions
- Ensure Practice website is up to date with
practice information and news
- Ensure Patient Charter is up to date and
clearly documents our commitment to the patient
- Ensure all incoming patient communications, via
phone, digital, face to face are dealt with professionally, efficiently, safely
and to a high standard
- Ensure booking of appointments are in line with
practice policies and safe working guidance
- Undertake annual Patient Survey and identify
action plan.
- Work closely with the Care Team to ensure support
provided to our vulnerable patients and those with care needs
- Audit Practice demand and capacity
Compliance
- Assist the Operations Manager with updating the Practice Risk Register with Practice processes
to ensure controls are in place to mitigate risk.
- Review, update and
challenge the Practice policies and procedures for processes within the
Reception Team and Care Team. Liaise
with Operations Manager.
- Work with key
staff to ensure management controls and audits have been undertaken to evidence
that processes have been completed correctly.
- Working with
the Operations Manager to complete internal CQC testing schedule and identify
areas of improvement
- Undertake presentations to Practice Staff in
relation to changes in policies and procedures as appropriate.
- Work with key staff regarding significant
events to ensure follow up actions, learning and changes in procedures are
implemented.
Communication
- Communicate
effectively with team members
- Communicate
effectively with patients and carers
- Recognises
peoples needs for alternative methods of communication and respond
accordingly.
General
- Assist the Management
Team to implement any changes within the Practice as a result of contractual
changes and/or efficiencies identified.
- Audits as and
when required
- Additional
duties as delegated
Job description
Job responsibilities
Line Manager Team Leaders for the Reception
Team and Care Team, Patient Services
- To assist with
recruitment, in accordance with Practice Policy for new members of the team.
- In the absence of
Team Leaders, assist with undertaking staff exit interviews.
- To ensure the
Team Leaders provides and/or delegate training to all new members of staff to
ensure they are able to complete work to a high standard. Ensure regular monitoring sessions have been
completed to ensure training is being completed and update skills
analysis. Ensure 6 month probation
review are completed
- Assist with
undertaking annual staff appraisals and set objectives.
- Manage staff
issues that may arise including any concerns regarding attitude, behaviour,
attendance, performance or capability issues.
- Ensure staff
provide outstanding Customer Service to all patients who contact the Practice. Ensure
staff maintain a friendly, approachable and professional persona at all times. Provide
feedback and coaching where appropriate.
- Ensure Team
Leaders have identify skill gaps within the team to ensure that there is a full
trained team to enable service delivery.
- Ensure Team
Leader records all staff absence, including holiday requests, sickness and
toil.
- Ensure Team
Leader completes return to work interviews for all staff following sickness. Assist Team
Leaders with staff who have exceeded 100 Bradford Score.
- Sign off staff overtime prior to submission to the Finance Clerk
- Approval of annual
leave.
- Ensure Team Leader organise and chair team
meetings. Attend where appropriate.
Ensure meetings are minuted and ensure all actions are undertaken within agreed
timescales.
- Ensure Mandatory training for the team is up to
date
- Ensure meetings/training are planned for
Protected Learning Time.
- Review rotas and ensure sufficient staff and
skill mix to deliver the service.
- Attend meetings with Senior Manager to disseminate
information
- Championing a compassionate, supportive and
inclusive team culture. With Partners and Practice Manager to actively promote
mental health and wellbeing initiatives, fostering an environment that
prioritises the holistic health and happiness of all our employees
Operations
- Oversight of the use of online tools that are
used to communicate to patients.
- Oversight of the third party supplier of the
Practice phone system. Review reports relating
to service delivery, identifying pressures and proposing solutions.
- Assist with new Practice initiatives/contractual
changes requested by PCN, ICB and NHS
- Improvement and introduction of new services to
improve delivery of services to our patients.
Complaints and
Compliments- Action verbal complaints that require escalation. Ensure these are documented identifying
common themes. Escalate to Senior
Manager / Partner Complaints Lead where necessary.
- Investigate and
respond to written complaints. Ensure adherence to Practice Complaints
procedure and liaising with the Senior Manager /Partner Complaints Lead.
- Undertake
annual Complaints return to NHS England - annually
- Record
compliments, share with the wider team and follow up with patients as
appropriate.
- Liaise with
Practice NHS Resolutions/Practice indemnity service provider as and when
required.
- Ensure Your
views and complaints communications are up to date
Patient Experience
- Ensure the
patients have a positive experience when contacting the Practice
- Complete
responses to online reviews.
- Contact
patients who have provided positive feedback regarding the patient experience
to obtain specific details
- Review Family
and Friends data
- Ensure the patient areas within the Practice
are informative with literature, clean/ tidy and compliant to CQC requirements.
- Ensure the Practice adheres to Accessible Information Standards.
- Meet with the Patient Action Group on a
quarterly basis to provide updates on the Practice. Minute and follow up on any actions
- Ensure Practice website is up to date with
practice information and news
- Ensure Patient Charter is up to date and
clearly documents our commitment to the patient
- Ensure all incoming patient communications, via
phone, digital, face to face are dealt with professionally, efficiently, safely
and to a high standard
- Ensure booking of appointments are in line with
practice policies and safe working guidance
- Undertake annual Patient Survey and identify
action plan.
- Work closely with the Care Team to ensure support
provided to our vulnerable patients and those with care needs
- Audit Practice demand and capacity
Compliance
- Assist the Operations Manager with updating the Practice Risk Register with Practice processes
to ensure controls are in place to mitigate risk.
- Review, update and
challenge the Practice policies and procedures for processes within the
Reception Team and Care Team. Liaise
with Operations Manager.
- Work with key
staff to ensure management controls and audits have been undertaken to evidence
that processes have been completed correctly.
- Working with
the Operations Manager to complete internal CQC testing schedule and identify
areas of improvement
- Undertake presentations to Practice Staff in
relation to changes in policies and procedures as appropriate.
- Work with key staff regarding significant
events to ensure follow up actions, learning and changes in procedures are
implemented.
Communication
- Communicate
effectively with team members
- Communicate
effectively with patients and carers
- Recognises
peoples needs for alternative methods of communication and respond
accordingly.
General
- Assist the Management
Team to implement any changes within the Practice as a result of contractual
changes and/or efficiencies identified.
- Audits as and
when required
- Additional
duties as delegated
Person Specification
Experience
Essential
- - Experience in supervising and managing staff in a customer facing environment (healthcare or similar)
- - Strong leadership, communication and interpersonal skills
- - Proven ability to work under pressure and prioritise work whilst managing competing demands with tight deadlines.
- - Experience in complaint handing
- - Good IT skills
Desirable
- - Previous experience within General Practice
- - Knowledge of CQC requirements for General Practice
Person Specification
Experience
Essential
- - Experience in supervising and managing staff in a customer facing environment (healthcare or similar)
- - Strong leadership, communication and interpersonal skills
- - Proven ability to work under pressure and prioritise work whilst managing competing demands with tight deadlines.
- - Experience in complaint handing
- - Good IT skills
Desirable
- - Previous experience within General Practice
- - Knowledge of CQC requirements for General Practice
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.