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    Deputy Practice Manager - Bristol, United Kingdom - Stockwood Medical Centre

    Stockwood Medical Centre
    Stockwood Medical Centre Bristol, United Kingdom

    1 week ago

    Default job background
    Permanent
    Description

    Job summary

    An exciting new opportunity has arisen for an enthusiastic and motivated Deputy Practice Manager / Operations manager to help lead our dedicated team in providing the best quality care for our patients, and support in the management of the business in collaboration with the GP Partners and Business and Finance Manager.

    Although managerial experience within the NHS is desirable, we are open to applications from a wide range of backgrounds.

    Main duties of the job

    Main duties of the job

    The role will oversee the day-to-day running of the practice and be responsible for maintaining the performance of our already very strong and innovative team. You will provide positive leadership and role modelling through your understanding of Human Resources, strategic planning, and management of protocols. Working effectively with the GP Partners and Business and Finance Manager you will enable us to make informed decisions for the good of the practice and our patients and help maintain the Partnerships ethos of having a friendly and effective team that has a good work-life balance.

    The successful candidate will be proactive, motivated and flexible, promoting the highest standards of patient care whilst supporting the business financial sustainability. The role comprises of managing the day-to-day operations of the practice including strategic planning, human resources, patient service delivery, information technology, clinical governance, quality and performance management and health and safety.

    About us

    Overview of your organisation

    Stockwood Medical Centre is an ever-expanding practice with our practice patient population covering a variety of demographics. Situated on the southeast edge of Bristol we are in easy reach of both Bristol and Bath and close to the Somerset countryside. We provide care for approximately 10,600 patients and are active members of the Connexus Primary Care Network (PCN).

    We are a friendly, dynamic and supportive team of 3 GP Partners, 5 salaried GPs, 6 practice nurses, 3 HCAs, 1 phlebotomist supported by our experienced administrative and reception teams. We are also an established GP training practice and actively involved in both undergraduate and post graduate medical education. We offer minor surgery and joint injection clinics and are forward-thinking in how we develop staff and services to meet the needs of our patients.

    We use EMIS and Ardens, with good IT support and staff trained in clinical administration. We regularly receive good patient survey results with over 90% rating as excellent or good. We focus on the importance of staff well-being, so organise a lot of walks, quizzes, and social events throughout the year.

    Job description

    Job responsibilities

    Day to day operations of the practice:

  • Supporting team managers as required, acting for them if a crisis occurs in their absence
  • Deputise for the Business Manager in their absence whilst on leave, sick or attending offsite meetings, taking decisions within defined limits
  • Ensure good clear communication of day to day issues to between all practice teams and throughout the practice
  • Taking absence calls from staff and making immediate arrangements to cover sickness/cancel appointments delegating to the team leader as appropriate
  • Managing complaints and feedback both face to face, on the telephone and in writing. Taking comprehensive details, either passing to GP (in case of clinical complaints) or investigating (admin and process complaints) and responding in person or in writing if requested
  • Record and collate significant events, arranging and recording and communicating SEA meetings together dissemination of all relevant documents and details in line with the compliance procedures.

    • HR responsibilities - Overall People Management

  • Line management of all Reception Manager, IT Manager and individual line management for all secretaries and clinical administrators. This will include appraisal and performance management in line with practices key objectives
  • Coordinate and organise internal meetings, ensuring accurate and timely minutes are produced
  • Monitor sick leave and other unplanned leave for all personal. Manage occupational issues arising from recurring or prolonged absence due to sickness
  • Oversee all planned absence and workforce planning on a day to day operational basis
  • Support and encourage personal development and job satisfaction, wellbeing in work for all personal
  • Manage conflict management and mediation between individuals and support and work closely with team managers. Ensure cooperation between teams
  • Be responsible for staff welfare including social occasions

    • Admin team management

  • Manage admin team rotas to ensure staffing level is appropriate and any absence managed
  • To maintain and develop effective communication across the team
  • Ensure team tasks are completed in a timely manner to the appropriate standard

    • Salaried GP Management

  • Support the Business manager in the management of Salaried GPs and Nurse practitioners, dealing with all HR facilities and other operational issues

    • Coordination of Rotas and leave management for GPs and Nurse Practitioners and other staff teams.

  • Working with reception managers and treatment room lead manage leave for all staff ensuring it is coordinated to enable services to be maintained. This will include, holidays, courses, study days, sickness and publish calendars. Adjust levels of leave for changes to employment details for staff

    • Recruitment and induction of new staff

  • Manage the recruitment process for the practice for all staff placing the advert, collating, and evaluating responses in conjunction with the line manager, convening the interview panel, inviting candidates and communicating the outcome ensuring appropriate records are kept at every stage.
  • Ensuring references and all relevant documentation is received before the offer is confirmed and the start of new staff including registration and DBS checks etc
  • For all staff ensuring an induction plan is in place for the role including a timetable that includes core stat/man training, information governance, fire safety, health and safety and a guided tour of the premises.
  • Coordination with IT lead for access to all computer systems for the practice.

    • Health and Safety Compliance

  • Act as the Health and Safety Officer for the practice.
  • Coordinate with IT manager to ensure all health and safety policies and procedures are up to date and recorded on the intranet.
  • Ensure risk assessments are undertaken when necessary and the assessment is logged and periodically reviewed.
  • Ensure accidents are logged in the Accident Log Book. Organise First Aid training as required.
  • Act as Fire Safety Officer conducting routine and ad hoc fire drills. Book Fire warden training as required.

    • Ensure the security of the premises advising staff on actions to take if a breach or unauthorised visitor is found.

    Ensuring workstations are fit for use and staff have the equipment they need.

    Ensure the cleaning up spillage policy is followed.

    Monitoring and Reporting on Quality of Service.

  • Acting as Complaints Manager, following the procedures set out in the complaints Procedure. Recording complaints on the intranet, collating and preparing the annual report for review.
  • Reporting breaches to CQC, RIDDOR, CCG and NHSE as required.
  • Maintain and update Health and Safety policies as required.

    • Premises and facilities management

    Maintain the surgery premises, organising repairs to the building and contents as required to maintain health and safety and infection control standards.

    Ensure access to rooms/cupboards is controlled as required and keys are stored in key safes.

  • Managing the rubbish and clinical waste removal contracts.

    • Working with the Clinical administrator to ensure medical equipment is maintained and serviced.

    Ensure the Practice has Business Continuity Plan and communicate it to all staff.

    Income Expenses and Practice Account

    Gain understanding of practice income expenses and finance issues to be able to give support during periods of absence or sickness.

    IT Support

    Provide additional port of call for any in-house IT problems, if IT manager unavailable. Attempt to resolve simple problems personally, including printer and password issues.

    Escalate unresolved problems to the appropriate external organisation and maintain a log of such escalations, chasing resolution when necessary.

  • Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training.
  • Monitor standards for data entry and data collection.

    • 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
  • 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

    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 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
  • Recognize peoples needs for alternative methods of communication and respond accordingly
    • Person Specification

    Qualifications

    Essential

  • Educated to A level standard

    • Experience

    Essential

  • Line management experience Experience of working in teams; able to promote teamwork and employee satisfaction Excellent negotiating and conflict management skills Planning skills and ability to prioritise

    • Desirable

  • Experience of working in a GP Practice Experience of working and implementing HR processes
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