Job responsibilities
Key Responsibilities
- Utilising all the roles across the team to support all aspects of practice functionality, optimising efficiency, and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment. Including the development and implementation of key strategic plans such as practice improvement plans and CQC compliance and preparedness plans
- Working with the Lead GP and ANP to lead the team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and provide line management within the defined practice structure.
- To work alongside HR and finance colleagues in the production of detailed reports and management of these functions.
- To provide excellent primary care services to our community and to offer safe, enjoyable employment for a competent and diverse workforce.
Detailed Job Description
Practice
Operations
Oversee all
operational systems, including telephones, appointment scheduling,
prescriptions and patient records management, ensuring they function optimally
at all times.
Develop and
implement systems for evaluating and enhancing operational services under the
Quality and Outcome Framework.
Ensure the
clinical information and patient medical records are maintained following
correct processes and retained in line with GDPR regulations.
Liaise with NHS
Property Services and oversee the maintenance, repair and security of practice
premises, ensuring compliance with health & safety and fire regulations.
Ensure effective
management of stock, including medical supplies and equipment.
Ensure
confidentiality of data and conformity to the Data Protection Act and Medical
Records and Reports Acts, the Freedom of Information Act and the Caldicott Requirements.
Digital Transformation &
Technological Innovation
Liaise
with the Clinical Leads to develop the practices digital transformation
efforts, exploring new technologies such as Telehealth, AI-based solutions, or
automation to enhance service delivery and operational efficiency.
Evaluate
and implement software upgrades or changes to improve patient care and employee
workflows.
Develop
and implement the practice's IT strategy, ensuring effective use of clinical
systems and software to improve operational efficiency.
Ensure
security measures to protect data, including crisis prevention and disaster
recovery plans.
Manage
and contribute to development and maintenance of IT systems.
Patient Services
Develop
and maintain patient services to meet the evolving needs of the practice
population.
Manage,
review and action results from patient satisfaction surveys.
Manage
patient complaints, either informal or formal, using the practices in-house
complaints procedure.
Business Planning
Working
with management team colleagues lead the development and implementation of a
practice business plan, exploring innovative service provision ideas tailored
to the needs of the practice population.
Collaborate
with local practices and foster integration with military colleagues through
forums such as the CICC working groups, Practice Managers Groups and Primary
Care Network.
Regularly
monitor and report on key performance metrics such as patient satisfaction,
financial performance, employee turnover, operational efficiency and adherence
to quality standards.
Develop
action plans to address any identified performance gaps and continuously
improve practice operations.
Oversee
the use of data to create insight to support the understanding of performance.
Human Resources
Work
with colleagues within the Human Resources function to ensure that we:
Foster
a positive workplace culture by supporting employee development, well-being
initiatives, promoting work-life balance and enhancing team morale.
Ensure
the practice is appropriately resourced within budget constraints, with people
who possess the skills, experience and commitment needed to meet the practice's
operational and clinical needs.
Ensure
effective recruitment, selection and induction of new employees.
Managing
performance and facilitating professional development through appraisals and
training plans. Creating a succession plan to ensure the ongoing success of the
team.
Provide
mentorship to employees, ensuring their professional development and career
progression.
Develop
teamwork and conduct productive regular team meetings.
Oversee
grievance and disciplinary procedures in conjunction with Clinical Leads and
HR.
Financial Resources
Work
with colleagues within the Finance Function to set a budget for the practice
for each financial year.
Work
with management team colleagues to manage practice finances, to plan effective
budgetary control, ensuring cost efficiencies and maximisation of
profitability.
Maximise
income-generating opportunities, safeguard against fraud and ensure appropriate
payment for services rendered.
Crisis Management &
Business Continuity Planning
Lead
and maintain crisis management strategies, ensuring preparedness for
emergencies such as IT system failures, staffing shortages, or public health
crises.
Implement
and manage business continuity plans to minimise operational disruptions.
Care Quality Commission (CQC)
Compliance:
Advise Board
and Executive Director on CQC requirements and implement and follow up any
action or improvements required by the CQC to ensure the practice maintains CQC
registration.
Monitor
and develop a CQC preparedness plan which demonstrates the operation of the practice
meets the essential standards required by the CQC.
Support
the practice teams through any inspection visits from the CQC.
Sustainability and
Environmental Practices
Oversee
sustainability initiatives to improve energy efficiency, reduce waste, and
ensure the practice adheres to environmentally friendly practices.
Confidentiality
In the
performance of the duties outlined in this job description, you may have access
to confidential information relating to patients and their carers, Practice
employees and other healthcare workers.
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 Heartbeat may only be divulged to authorised persons in accordance
with Heartbeat's policies and procedures relating to confidentiality and the
protection of personal and sensitive data.
Health & Safety
You will assist in promoting and
maintaining your own and others health, safety and security as defined in the Heartbeat
Health & Safety Policy to include:
Identifying
the risk involved in work activities and undertaking such activities in a way
that manages those risks.
Ensuring
that all accidents or dangerous accidents are reported and investigated and
follow up action taken where necessary.
Equality and Diversity
You will support the quality,
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 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-judgemental and
respects their circumstances, feelings, priorities and rights.
Quality
The post-holder will strive to
maintain quality within Heartbeat and will:
Participate
appropriately in clinical governance meetings and reviews
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 recognise
the importance of effective communication within the team and will strive to:
Communicate
effectively with other team members.
Communicate
effectively with patients and carers.
Recognise
peoples needs for alternative methods of communication and respond
accordingly.
