Practice Manager

Job description

Job responsibilities

JOB SUMMARY

The Practice Manager will play a crucial role in the development of the practice, line managing staff and managing services.

The Practice Manager will work closely with the practices Clinical Lead GPs, DHC Chief Executive Officer, DHC Director of Primary Care, DHC Medical Director and other DHC managers (finance, HR, governance).

Pond Tail Surgery has a well-established and enthusiastic team committed to developing the practice and providing first-class services for our patients. The Practice Manager will play a key role in leading the team through those developments, working closely with and supported by the DHC management team.

The Practice Manager will efficiently manage the everyday running of the practice. Ensure all information is provided to enable fully informed decision-making. Ensure income generation is maximised, the use of practice resources is optimised, and the administrative systems for the practice operate effectively and efficiently.

DUTIES AND RESPONSIBILITIES OF THE POST

The following are the core responsibilities of the Practice Manager. There may be, on occasion, a requirement to carry out other tasks appropriate to the role.

Strategic Planning and Development of the Practice

• Work closely with the DHC management team and Clinical Leads to plan, develop and implement any changes necessary to meet new demands and changes in the practice from internal and external sources
• Ensure the practice maintains compliance with its NHS contractual obligations
• Initiate and participate in new policies and standard operating procedures to aid and improve practice organisation and provision of services to patients
• Manage the practice in line with the aims and objectives agreed within the DHC Business Plan
• Prepare reports, business plans, and option appraisals
• Troubleshoot and prepare solutions
• Keep up to date with political, legal and financial changes and developments that may influence APMS income and, where relevant, facilitate changes to implement new regulations
• Aid and assist with negotiation of ICB contracts
• Investigate and propose methods of increasing financial efficiency
• Update and implement practice development plan and care pathways in conjunction with the practice nursing team and GPs

Personnel Management

• Overseeing the day-to-day operations of the practice, ensuring the clinical and non-clinical team achieve their primary responsibilities
• Work with the DHC HR Manager to manage recruitment, training, supervision, welfare, health & safety, disciplinary and grievance procedures and delegation of workloads for all members of employed practice staff
• Evaluating, organising and overseeing the staff induction programme, including:
• Work with the DHC IT Manager and SCW I.T Support to ensure setting up accounts on SystmOne, Teamnet, Accurx, INR Star, ICE, NHS Email, Windows, Smartcard
• Liaising with DHC Director of Communications and Marketing to update website, social media and other forms of communication as required
• Complying with the DHC employment policies and ensuring practice procedures and policies are comprehensive and up to date
• Establishing, reviewing and regularly updating Job Descriptions and Person Specifications
• Maintaining and overseeing a high standard of clinical triage via the interactive website/NHS App
• Overall responsibility for developing, implementing and embedding an effective practice and staff development plan, including mandatory training programmes
• Management of the administrative staff and non-clinical management of nursing staff and GPs, including booking and liaising with locums
• Chair and minute daily staff huddles, promoting strong communication between clinical and non-clinical teams
• Work with the HR Manager to undertake performance management and disciplinary processes
• Overview of leave entitlement, manage annual leave requests in line with business demands
• Oversee team rota to allow for adequate staff cover at all times, as well as maintain the flexibility required at short notice to cover for illness
• Oversee staff absenteeism
• Promote good staff relations and motivation
• Maintain a high level of staff retention, ensuring regular well-being initiatives
• Organise practice and other meetings as necessary
• Oversee the completion and submission of quarterly NHS claims for LCS and Enhanced Services
• Maintenance of own standards of practice management, including attending regular training sessions and local meetings.

Quality Assurance and CQC Compliance

• Ensure compliance with CQC registration and work with DHC Governance Manager to achieve at least a good or outstanding rating on inspection
• Carrying out risk assessments as appropriate to ensure CQC compliance
• Promote quality achievement and performance within the practice.
• Ensure compliance with national standards and legislation.
• Bring together staff of all levels to plan, formulate and develop quality procedures.
• Liaise with the practice team to ensure that good practice is shared
• Attend quarterly PPG meetings and work with the PPG Chair on patient-related initiatives

Information Governance (IG)

• Ensure that IG is regularly discussed in practice meetings
• Ensure DHC IG policies are implemented and followed

Practice administration

• Maintenance and development of efficient systems, including patient handling, staff and doctors rotas, ensuring appropriate cover, updating in-house policies and protocols
• Provide a manual of all procedures relating to working practices and ensure it is maintained, and changes are notified to staff
• Attend practice meetings and keep appropriate records
• Liaise with the ICB, NHSE, medical defence unions, LMC, PCN and other external stakeholders
• Coordinate initiatives with the Primary Care Network (PCN), such as the extended access service and others that may arise.
• Handle and record complaints accurately in accordance with DHC's complaints procedure

Health & Safety and Risk Management

• Ensure compliance relating to health and safety and occupational health issues
• Ensure DHC health & safety policies and procedures are implemented and followed. Provide adequate training and ensure fire drills are held at appropriate intervals
• Ensure all accidents or dangerous incidents are investigated, recorded, reported and followed up when necessary
• Ensure staff, both attached and employed, are aware of security arrangements and that they are complied with
• Co-ordinate the reporting and audit of significant events and manage the implementation of remedial action where appropriate. Oversee clinical governance issues
• Take responsibility for the safeguarding of confidentiality and ensure compliance with the Data Protection Act and Caldicott guidelines in conjunction with the Caldicott Guardian.

Premises and Equipment

• Overall management responsibility for premises and equipment, including coordinating the procurement of practice equipment, supplies and services
• Ensure staff are trained to maintain safety, security and fire prevention
• Overall responsibility for ensuring premises are cleaned and maintained to maintain a high level of infection control
• Ensuring premises are maintained in a fit and safe standard and any remedial work is carried out in a timely fashion
• Liaising with third-party contractors

IM & T

• Work with DHC IT Manager to assist and advise in the purchase, development and management of IT systems in liaison with IT suppliers and liaising with approved suppliers for replacement, repair and servicing
• Ensure working knowledge of practice computer systems and ensure compliance with GDPR
• Co-ordinate searches and reports, and advise on record-keeping system requirements. Ensure data integrity and monitor data entry quality
• Review and provide analysis of practice data. Assist in the assessment of practice performance

Patient Communication

• Deal with enquiries and complaints from patients relating to non-clinical matters effectively and efficiently to promote patient satisfaction
• Actively encouraging and promoting the use of patient online services/NHS App
• Work with the DHC management team to market the practice appropriately
• Work with the DHC management team to support the patient participation group (PPG)

Financial Management

• Work with the DHC Finance Assistant and Finance Manager to ensure practice finances are well managed
• Check invoices to the practice are correctly raised to be approved and passed to the Finance Assistant
• Ensure the practice is maximising all available income streams, including performance against QOF, LCSs and other enhanced services
• Ensure the practice is working well with other PCN practices to collectively achieve payments, including IIF and enhanced access
• Provide information on overtime and staff changes to the DHC Finance Manager for the monthly payroll to be completed

WORK SETTING AND REVIEW

To be sufficiently confident in skills and knowledge to manage own workload efficiently and effectively on a daily basis. Be focused on solutions and a can-do proactive approach.

Attend regular meetings with the Chief Executive Officer and other DHC Directors to agree on priorities and overall approach.

CONFIDENTIALITY

The post holder must maintain the confidentiality and security of information about patients, staff and DHC business in accordance with the Data Protection Act 2018, GDPR and Caldicott principles.

This job description represents an outline of the responsibilities of the post and is not intended to be an exhaustive list of duties or tasks. It will change and develop in line with organisational needs and may be amended following consultation with the postholder.

Person Specification

Qualifications

Essential

• Good standard of general education (English and Maths at GCSE or equivalent level).
• Education to degree level or equivalent.

Desirable

• Management qualifications.

Experience

Essential

• Previous successful experience in a similar role.

Desirable

• Employment in a similar industry/sector.

Knowledge

Essential

• Confident in the use of Microsoft Office (Excel, PowerPoint and Outlook).
• Commitment to Continuing Professional Development.

Desirable

• Knowledge of primary care and working practices within healthcare

Skills and Aptitudes

Essential

• Able to work independently and be solutions-focused.
• Organised, working calmly and efficiently.
• Willing to be flexible and multi-task whilst not losing sight of priorities.
• Ability to work with a diverse group of people at all levels.
• Ability to implement change in a fast-paced environment.
• Ability to maintain confidentiality at all times.
• Ability to delegate effectively, recognising the strengths of individuals.
• Excellent verbal and written communication skills.
• Ability/willingness to commute to other DHC sites regularly to attend meetings, training courses, etc.
• Ability to understand finances and budgets.
• Ability to present at meetings, including at the board level.

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.

Employer details

Employer name

Dorking Healthcare Ltd.

Address

Pond Tail Surgery

Godstone Green

Godstone

Surrey

RH9 8DY

Employer's website

https://dhcclinical.co.uk/ (Opens in a new tab)