Job responsibilities
Patient Experience:
- Ensuring that Patient surveys are undertaken, evaluated and learnt from.
- Ensuring that Patient Complaints are dealt with per the Complaints Procedure.
Supporting Quality Standards:
The post-holder will strive to maintain quality within the Practice, and will:
- Increase the quality of practice by supporting and promoting local or national quality benchmarks within the practice.
- Ensure that we offer a quality service by constant review and improvement.
Working with Practice Manager and Lead GP to:
- Ensure that the service has an appropriate skill mix of staff on duty who are able to meet the needs of the service.
- Ensure clinical staff safeguarding, appraisal, revalidation and indemnity is up to date
- Ensure the correct registration and deduction of patient records in line with recommended procedures.
- Help the Practice Manager and lead GP fulfil the requirements of the Care Quality Commission (CQC) and help prepare for CQC inspections.
Administration:
Medical Record ManagementCorrespondence HandlingBilling and CodingPatient Safety:
- Ensure that Significant Incidents are documented in a standard way; and that the learning is disseminated through the professional meetings and on SIRMS.
Infection Control:
- Ensure regular inspection of premises to ensure compliance and ensure that the organization is aware of its responsibilities.
Safeguarding:
- Ensure that all staff are familiar with the policies on adult and children safeguarding.
- Ensure that all levels of staff are compliant with Children's safeguarding certification.
Systems management & OD:
The post-holder will ensure that each of these systems are effective. This means ensuring there are no inefficiencies and the risk of errors is unlikely.
HR:
- The ongoing administration of staff folders from Induction to Leaving.
- Ensure that staff receive timely and informed appraisals
- Monitor CPD both from the point of view of staff development, and to ensure the successful operation of the practice (i.e. staff should not spend too much time on CPD)
Finance:
- Support the Finance to maintain the monthly accounts, ensure all income is accounted for (and income owing is claimed) and the production of annual accounts.
Quality and Outcomes Framework:
Ensure that the practice achieves optimum achievement towards this.
- Provide support to Practice Meetings.
- Ensure staff are aware of the importance of maintaining disease registers, and assist in the validation process.
- Provide advice and support for clinicians and produce regular reports on the progress in achieving their targets.
Information Governance:
- Ensure the practice maintains Data Quality.
- Ensure that data quality guidelines are understood and adhered to.
- Provide support, advice and ensure training is given for current and new Practice staff in the use of the Clinical System.
Complaints and Significant events:
- Receive and acknowledge the complaint
- Respond to patient in a timely manner
Staff management
- Advise and liaise with the Practice Manager on concerns with staffing or organisation of work
- Manage the overall induction programme, training, and staff reviews.
- Run staff meetings when Practice Manager is absent.
- Supervise staff and carry out performance management and appraisal.
- Authorise staffs absence, including holiday, sickness and other leave, ensuring that appropriate monitoring is taking place.
- Ensure policies and procedures are followed by staff
- Be a strong but approachable manager to support staff, and effectively address their queries, problems, requests both formal and informal.
- Conducting staff appraisals for the reception team, recording sickness, approving and recording annual leave of reception/admin teams
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 their own personal and/or professional development
- Taking responsibility for their own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the Practice, and will support the practice to maintain safe clinical services.
- Ensure that the Patient experience is paramount
- Observes good practice with regard to Infection Control
- Maintain training in line with good practice with Children and Adult Safeguarding
- Observe Information Governance and maintain certification
- Ensure engagement and compliance with policies and procedures in line with Care Quality Commission Registration
Productivity
- 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
- Effectively manage own time, workload and resources
- Assess own performance and take accountability for own actions, either directly or under supervision and mentorship
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Use of the Practice Email and memos should be maximised to ensure that knowledge sharing is optimised.
- Communicate effectively with patients