Job responsibilities
Job Summary:
Support the Practice Manager in leading the smooth, efficient, and profitable running of the practice.
Ensure compliance for CQC purposes, working with the management team to implement policies, procedures, and maintain required standards.
Support the Practice Manager and Quality Service Supervisor in the effective handling of complaints.
Support the Practice Manager in delivering HR requirements for employees and those representing or working in collaboration with Oakwood Surgery.
Support the Quality Service Supervisor in reporting and recording of significant events.
In co-ordination with the technical support manager, steps up to take a lead in providing support for the surgery in the absence of the practice manager, including holiday and sickness absence.
Undertake any other reasonable duties to support the Practice Manager to ensure the smooth running of the practice.
Job Responsibilities:
Personnel and Training
Work with the Practice Manager and wider leadership team to deliver the below HR tasks for Oakwood employees and those working in collaboration with Oakwood Surgery where appropriate:
Recruitment: Including interviewing and administration for the recruitment procedure; as well as ensuring contracts of employment are available to all staff and that all relevant employment legislation is followed.
Induction: Including health and safety induction; organising relevant training; introductions to team members and work environment; and probation period sign off or extension.
Training: Including on the job coaching, annual staff appraisals, and organisation of PLT events.
Performance management: Including monitoring productivity, assessing staff capabilities, setting targets, agreeing Personal Improvement Plans, and conducting investigations and hearings where appropriate.
Absence management: Including completing return to work meetings, agreeing reasonable adjustments, investigation meetings, and hearings where appropriate.
Annual Leave and Staff Rotas: Including ensuring that adequate cover is provided for services delivery; setting and adhering to holiday ceilings; considering holiday requests; and other time off.
Offer support and motivation to staff members.
Premises and Equipment
Completions of risk assessments.
Prepare Room Plans for availability of space.
Patient Services
Maintaining and updating systems to receive patient enquiries and suggestions including support of the practice-based complaints procedure in conjunction with the Quality Service Supervisor, Practice Manager and relevant GP Partner. Be the first point of contact for verbal patient complaints, proactively working towards resolving issues and preventing escalation in the absence of the Quality Service Supervisor.
Review and update the appointments system in line with the Practice development Plan.
Organise and Administrate the Patient Participation Group in the absence of the Quality Service Supervisor.
Future Planning Assist the Practice Manager in preparing a Practice Business Development Plan, and practice aims, and objectives as required by the partners.
Support the Quality Service Supervisor in updating HR related policies and protocols informing changes to all relevant stakeholders.
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.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Completion of risk assessments and reporting potential risks identified.
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 which 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, 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.
- Completion of the annual Information Tool Kit and mandatory elearning modules via Blue Stream.
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 strive to:
- Communicate effectively with other team members
- Provide a weekly update report to the practice manager
- Communicate effectively with patients and carers
- Recognize 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.