Highbridge Medical Centre Pepperall Road Highbridge Somerset TA9 3YA

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1 Highbridge Medical Centre Pepperall Road Highbridge Somerset TA9 3YA Tel Fax Job Description JOB TITLE: HOURS: REPORTS TO: ACCOUNTABLE TO: Deputy Practice Manager 30 to 37.5 per week Practice Manager Practice Manager JOB SUMMARY: This role is to assist the Practice Manager in the effective administration and management of the Practice to ensure that the practice complies with NHS Commissioning Board and statutory requirements. The post holder will work closely with and under the direction of the Practice Manager to improve standards across a wide range of clinical and administrative activities. The post holder will be responsible for managing key systems and procedures such as CQC compliance, patient communication, patient records management, research and health and safety. The position is suitable for someone who demonstrates initiative and wishes to develop their own skills further with a view to progression. MAIN DUTIES To undertake the role of Deputy Practice Manager. To assist in the effective communication between practice staff, patients and external agencies to improve the quality of service provided by the Practice. To manage the reception and administrative staff ensuring a continuous management presence to monitor and resolve problems improving the quality of service provided. To take a lead responsibility in relation to health and safety matters. Assist Practice Manager in reviewing patient information regularly to ensure it is accurate and presented in a clear, easy to understand format. Assist Practice Manager with managing and marketing patient services. RESPONSIBILITIES: 1. Health and Safety 25% of time To manage H&S standards and documentation under the guidance of the Practice Manager. Maintain records of maintenance and equipment in the practice. Monitor premises maintenance, liaising with or supervising contractors as necessary. Respond to all reports of equipment failure, routine breakdowns and day to day maintenance problems, troubleshoot and try to resolve problems. Assist with the development and maintenance of risk assessment programme. 1

2 2 The post-holder will also 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. 2. Governance & Performance 25% of time To assist in the management of Practice activities to ensure compliance with all external assessments to include but not limited to Care Quality Commission, Quality Accounts, NHS Commissioning Board, Training Practice Accreditation (Deanery) and others as directed. Assist the Practice Manager to ensure that the Practice performs to standards, both administrative and clinical, as may be required (QOF, QP, Enhanced Services etc.) To ensure that documentation (electronic and paper-based) exists to support performance standards across the full range of performance-based activity QOF, QP, Enhanced Services etc. To assist in the production of information for clinical audit and quality accounts. To undertake ad-hoc work related to the performance of the practice under the guidance of the Practice Manager. 3. Patient Services 25% of time Oversee management of front of house to ensure that patients, carers, visitors and callers are dealt with promptly and courteously. Monitor and review patient information leaflet at least annually, to ensure that patients, carers, the general public receive accurate and appropriate information Undertake role of Practice Complaints Officer by dealing with all enquiries and complaints from patients effectively and efficiently to promote patient satisfaction. Assist the Practice Manager with patient satisfaction projects as directed. Represent the Practice in the Patient Participation Group (PPG) meetings 4. Information Management and Technology 25% of time Introduction and/or development of IT systems as necessary to ensure the practice keeps up to date with the latest technology and maintains its Paper-light accreditation Manage practice website and intranet. Respond to IT problems, troubleshoot and try to resolve problems. Liaise with IT Services help desk as necessary. Carry out ad-hoc audits of clinical data as requested. Support staff in use of various Practice software programmes To work within the clinical computer system to improve data quality, using the expertise of other data staff where appropriate. General requirements Communication: The post-holder should recognise the importance of effective communication within the team and will: Communicate effectively with other team members. Communicate effectively with patients and carers. 2

3 Recognise people s needs for alternative methods of communication and respond accordingly. 3 External communication will be with patients, NHS Commissioning Boards, CCG, other NHS bodies, and other GP practices and service providers. 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 recognises the importance of people s 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. This role is considered to be a developmental position and the jobholder will be encouraged to develop personal and business skills. 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 team s performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. 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. 3

4 4 Name of Postholder:... Signature:... Date:... Name of Manager:... Signature:... Date:... This job description is subject to change in line with the needs of the business 4

5 5 Post Title: Deputy Practice Manager Person Specification Requirements Essential Desirable Qualifications Good level of education (GCSE and A Levels or equivalent) Evidence of CPD Experience Experience of managing staff Experience of training staff Experience of team development Skills/Knowledge Excellent customer service skills IT skills (word, excel, power point websites etc) EMIS experience / Experience of using clinical information systems Financial Skills Good analytical and problem solving skills Strong literacy and numeracy skills Experience of working within a Primary Care setting Excellent communication skills (written and verbal) Qualities/Attributes Experience in complex management Excellent administration skills including knowledge of and ability to manage admin structures and systems Ability to work without direct supervision and determine workload priorities Knowledge of health & safety Ability to use own judgement, resourcefulness and common sense An understanding, acceptance and adherence to the need for strict confidentiality Ability to work in a changing and dynamic environment Experience of working with the public / in the public sector Knowledge of employment law and good practice Other Flexibility of working hours 5

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