Job description

Job responsibilities

The Practice Manager will focus on the day to day operability of the practice championing Quality, Continuous Improvement, Equality, Diversity and Inclusion, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and promoting a positive working environment.

They will manage and coordinate all aspects of the business, motivating and managing staff, optimising efficiency, achieving QOF, national and locally commissioned KPIs and working alongside the Finance Lead to maximise financial performance, whilst ensuring the practice achieves its long-term strategies.

You will be supported within the role by the CGPN Chief Executive Officer and Senior Management Team.

Primary Areas of Responsibility

Management of Human Resources

Ensure that the practice is staffed and resourced within budget by people with appropriate skills, experience, and commitment to provide the professional, technical, administrative, and inter-personal expertise needed.

1. Liaise with CGPN Head Office to ensure the effective recruitment, selection, and induction of new staff.
2. Manage performance and ensure appropriate supervision of staff.
3. Ensure medical indemnity for all clinicians is up-to-date.
4. Ensure optimum staffing levels at all times and manage holiday and sickness absences.
5. Encourage team-working, promote the 'one practice' concept across the two surgery sites and ensure the effective running of practice meetings.
6. Maintain and develop the staff appraisal scheme.
7. Ensure the personal development and training of all staff.
8. Review patterns and methods of work and skills-mix for both individuals and teams to ensure their efficient and effective functioning.
9. Develop and maintain staff rosters to ensure sufficient staffing levels.
10. Liaise with the CGPN Head Office team in regard to grievances and disciplinary matters
11. Ensure the maintenance of proper personnel and attendance records
12. Ensure that all statutory requirements are fulfilled and adopt changes as and when they occur
13. Providing robust and supportive leadership and guidance for all staff
14. Liaise with the CGPN Head Office team to manage compliance registers, ensuring DBS checks and HR administration are conducted
15. Ensure confidentiality is always maintained and encourage the professionalism of all staff.
16. Liaise with the out-of-hours provider as necessary.

Policy and Planning:

Regularly review the organization and developments within and outside the practice which will impact directly or indirectly.

1. Work alongside the CGPN Head Office team, determining future policy, including Practice Based Commissioning groups.
2. Ensure the practice remains CQC compliant
3. Attend and contribute to ICS primary care monthly meetings, workshops and training sessions
4. Participate in strategic decision-making at forums delivered by the ICS, PCN and other agencies to shape future health care resources and planning.
5. Explore innovative ideas for provision of services to suit the needs of the practice population and the professionals working within the practice team
6. Explore opportunities to optimise use of practice facilities and ensure appropriate legal requirements.
7. Manage future development of the practice.
8. Liaise with associated external agencies.
9. Monitor progress on QOF, prescribing incentive scheme requirements, and any current/future NHS services (i.e. DES & LES).
10. Liaise with other local practices through the practice managers' forum and other relevant forums.
11. Ensure Business Continuity Plan is current and reviewed as required
12. Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required

Ensure the effective management of information within the practice and with outside agencies.

1. Help to develop and implement the practice's IT strategy.
2. Oversight of Online Triage system to ensure efficient usage
3. Ensure the functioning and best use of the practice's clinical computer system and help implement new software systems to aid the efficiency of the practice.
4. Ensure that appropriate computer searches, audits and reports are carried out.
5. Ensure the training of all personnel and users of the practice IT systems.
6. Ensure maintenance of hardware and replacements as required.
7. Lead on information governance, and business continuity planning and implementation.
8. Help develop policies and procedures to protect the security of information.
9. Educate staff around policies against the misuse of the Internet and emails.
10. Prepare business case for future changes or developments and explore all relevant avenues of funding.
11. Ensure confidentiality of data and compliance with NPflT standards and related legislation including the Data Protection Act and the Freedom of Information Act.
12. Manage the implementation of new IT systems and standards in accordance with the NHS Connecting for Health initiatives and relevant legislation.
13. Ensure GPs rotas and holiday arrangements are managed efficiently.
14. Liaise with the out-of-hours provider as necessary.

Management of Operational Systems:

Ensure the effective and efficient working systems and operational systems within the practice.

1. Ensure that all operational systems, including the telephone and appointments systems, messages, visits, results, prescribing systems, access, incoming mail, scanning, etc. function at an optimum level at all times.
2. Review monthly telephone audits to address performance concerns
3. Attend monthly CGPN Senior Management Team Assurance Meetings, providing reports and data to evidence the practices operational stability, QOF and KPI delivery
4. Ensure the summarising of clinical information on to the patient medical records and summarising of notes is kept up to the necessary levels.
5. Ensure the correct registration and deduction of patient records in line with recommended procedures.
6. Liaise with the clinical staff and practice nurses regarding systems for the management of information systems to and from patients.
7. Ensure systems under the Quality and Outcome Framework (organisational and clinical) and enhanced services operate at optimum levels to achieve the highest targets possible.
8. Be proficient in the use of TeamNet and Practice Index to manage staff training, compliance and policy control.

Advise the practice in making full and effective use of its current premises, equipment and stock.

1. Ensure that the purchase and control of supplies, drugs and equipment meets the current and future needs of the practice.
2. Ensure maintenance, decorating and cleaning of premises is effectively carried out.
3. Review best use of premises.
4. Liaise with CGPN Head Office team and landlords regarding rent reviews, repairs and maintenance.
5. Ensure security measures of premises and personnel, including intruder alarms, fire alarms and personal attack alarms.
6. Ensure adherence to health and safety and fire procedures throughout the practice and relevant training and updates are undertaken as required by all practice staff.
7. Undertake Health & Safety audits with CGPN Head Office team and H&S providers
8. Undertake regular risk assessments.

Patient Services:

Develop services which best serve the needs of the practice's patient population.

1. Develop and deliver a PPG Patient Participation Group
2. Liaise with patient forums.
3. Establish links with other practices and healthcare providers to assist in developing a patient-led NHS
4. Ensure health promotion campaigns targeted to relevant groups.
5. Carry out and review patient satisfaction surveys.
6. Manage patient complaints, either informal or formal, using the practice's in-house complaints procedure.
7. Ensure significant event audits and learning plans.
8. Ensure patient information is up-to-date and available, such as the practice website, NHS Choices website, practice brochure, patient newsletter and patient leaflets.
9. Maintain Complaints register ensuring all patient complaints are dealt with in accordance with the practice policy and procedure

Personal Development:

Manage own time effectively, plan and meet personal and practice targets. Ensure own personal development through reflection and feedback from CGPN SMT andcolleagues.

Ensure CPD Continued Personal Development needs and continued training needs are identified and being met.

This role description is intended as a basic guide to the responsibilities of the post and is not exhaustive and may be subject to review in consultation with the post holder.

Job responsibilities

The Practice Manager will focus on the day to day operability of the practice championing Quality, Continuous Improvement, Equality, Diversity and Inclusion, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and promoting a positive working environment.

They will manage and coordinate all aspects of the business, motivating and managing staff, optimising efficiency, achieving QOF, national and locally commissioned KPIs and working alongside the Finance Lead to maximise financial performance, whilst ensuring the practice achieves its long-term strategies.

You will be supported within the role by the CGPN Chief Executive Officer and Senior Management Team.

Primary Areas of Responsibility

Management of Human Resources

Ensure that the practice is staffed and resourced within budget by people with appropriate skills, experience, and commitment to provide the professional, technical, administrative, and inter-personal expertise needed.

1. Liaise with CGPN Head Office to ensure the effective recruitment, selection, and induction of new staff.
2. Manage performance and ensure appropriate supervision of staff.
3. Ensure medical indemnity for all clinicians is up-to-date.
4. Ensure optimum staffing levels at all times and manage holiday and sickness absences.
5. Encourage team-working, promote the 'one practice' concept across the two surgery sites and ensure the effective running of practice meetings.
6. Maintain and develop the staff appraisal scheme.
7. Ensure the personal development and training of all staff.
8. Review patterns and methods of work and skills-mix for both individuals and teams to ensure their efficient and effective functioning.
9. Develop and maintain staff rosters to ensure sufficient staffing levels.
10. Liaise with the CGPN Head Office team in regard to grievances and disciplinary matters
11. Ensure the maintenance of proper personnel and attendance records
12. Ensure that all statutory requirements are fulfilled and adopt changes as and when they occur
13. Providing robust and supportive leadership and guidance for all staff
14. Liaise with the CGPN Head Office team to manage compliance registers, ensuring DBS checks and HR administration are conducted
15. Ensure confidentiality is always maintained and encourage the professionalism of all staff.
16. Liaise with the out-of-hours provider as necessary.

Policy and Planning:

Regularly review the organization and developments within and outside the practice which will impact directly or indirectly.

1. Work alongside the CGPN Head Office team, determining future policy, including Practice Based Commissioning groups.
2. Ensure the practice remains CQC compliant
3. Attend and contribute to ICS primary care monthly meetings, workshops and training sessions
4. Participate in strategic decision-making at forums delivered by the ICS, PCN and other agencies to shape future health care resources and planning.
5. Explore innovative ideas for provision of services to suit the needs of the practice population and the professionals working within the practice team
6. Explore opportunities to optimise use of practice facilities and ensure appropriate legal requirements.
7. Manage future development of the practice.
8. Liaise with associated external agencies.
9. Monitor progress on QOF, prescribing incentive scheme requirements, and any current/future NHS services (i.e. DES & LES).
10. Liaise with other local practices through the practice managers' forum and other relevant forums.
11. Ensure Business Continuity Plan is current and reviewed as required
12. Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required

Ensure the effective management of information within the practice and with outside agencies.

1. Help to develop and implement the practice's IT strategy.
2. Oversight of Online Triage system to ensure efficient usage
3. Ensure the functioning and best use of the practice's clinical computer system and help implement new software systems to aid the efficiency of the practice.
4. Ensure that appropriate computer searches, audits and reports are carried out.
5. Ensure the training of all personnel and users of the practice IT systems.
6. Ensure maintenance of hardware and replacements as required.
7. Lead on information governance, and business continuity planning and implementation.
8. Help develop policies and procedures to protect the security of information.
9. Educate staff around policies against the misuse of the Internet and emails.
10. Prepare business case for future changes or developments and explore all relevant avenues of funding.
11. Ensure confidentiality of data and compliance with NPflT standards and related legislation including the Data Protection Act and the Freedom of Information Act.
12. Manage the implementation of new IT systems and standards in accordance with the NHS Connecting for Health initiatives and relevant legislation.
13. Ensure GPs rotas and holiday arrangements are managed efficiently.
14. Liaise with the out-of-hours provider as necessary.

Management of Operational Systems:

Ensure the effective and efficient working systems and operational systems within the practice.

1. Ensure that all operational systems, including the telephone and appointments systems, messages, visits, results, prescribing systems, access, incoming mail, scanning, etc. function at an optimum level at all times.
2. Review monthly telephone audits to address performance concerns
3. Attend monthly CGPN Senior Management Team Assurance Meetings, providing reports and data to evidence the practices operational stability, QOF and KPI delivery
4. Ensure the summarising of clinical information on to the patient medical records and summarising of notes is kept up to the necessary levels.
5. Ensure the correct registration and deduction of patient records in line with recommended procedures.
6. Liaise with the clinical staff and practice nurses regarding systems for the management of information systems to and from patients.
7. Ensure systems under the Quality and Outcome Framework (organisational and clinical) and enhanced services operate at optimum levels to achieve the highest targets possible.
8. Be proficient in the use of TeamNet and Practice Index to manage staff training, compliance and policy control.

Advise the practice in making full and effective use of its current premises, equipment and stock.

1. Ensure that the purchase and control of supplies, drugs and equipment meets the current and future needs of the practice.
2. Ensure maintenance, decorating and cleaning of premises is effectively carried out.
3. Review best use of premises.
4. Liaise with CGPN Head Office team and landlords regarding rent reviews, repairs and maintenance.
5. Ensure security measures of premises and personnel, including intruder alarms, fire alarms and personal attack alarms.
6. Ensure adherence to health and safety and fire procedures throughout the practice and relevant training and updates are undertaken as required by all practice staff.
7. Undertake Health & Safety audits with CGPN Head Office team and H&S providers
8. Undertake regular risk assessments.

Patient Services:

Develop services which best serve the needs of the practice's patient population.

1. Develop and deliver a PPG Patient Participation Group
2. Liaise with patient forums.
3. Establish links with other practices and healthcare providers to assist in developing a patient-led NHS
4. Ensure health promotion campaigns targeted to relevant groups.
5. Carry out and review patient satisfaction surveys.
6. Manage patient complaints, either informal or formal, using the practice's in-house complaints procedure.
7. Ensure significant event audits and learning plans.
8. Ensure patient information is up-to-date and available, such as the practice website, NHS Choices website, practice brochure, patient newsletter and patient leaflets.
9. Maintain Complaints register ensuring all patient complaints are dealt with in accordance with the practice policy and procedure

Personal Development:

Manage own time effectively, plan and meet personal and practice targets. Ensure own personal development through reflection and feedback from CGPN SMT andcolleagues.

Ensure CPD Continued Personal Development needs and continued training needs are identified and being met.

This role description is intended as a basic guide to the responsibilities of the post and is not exhaustive and may be subject to review in consultation with the post holder.

Person Specification

Other

Essential

• Team player
• Flexibility in line with the needs of the service
• Polite & Confident
• Confident, assertive and resilient

Desirable

• Full UK Driving License

Qualifications

Essential

• GCSE Maths and English Grade A- C (or equivalent)
• Evidence of Continuing Personal Development

Desirable

• Leadership and /or Management Qualification

Skills, Abilities and Personal Qualities

Essential

• Excellent communication, presentation, and interpersonal skills.
• Able to build relationships and work well with a diverse range of professionals and with the public
• A proven ability to deal effectively with difficult and contentious situations whilst maintaining positive working relationships
• Proven problem solving and be able to respond to sudden demands
• Excellent organisational skills
• Able to identify risk and anticipate issues and escalate appropriately
• Able to work autonomously
• Self-motivated and able to organise own workload with minimal supervision
• Strong IT Skills
• Excellent Leadership Skills

Knowledge

Essential

• Knowledge of SystmOne/EMIS or other GP IT systems
• Knowledge of General Practice Management minimum 2 years

Desirable

• Knowledge of local health care strategies

Experience

Essential

• Experience of managing within in General Practice or similar setting

Desirable

• Experience of working within a busy environment, and dealing with members of the general public

Other

Essential

• Team player
• Flexibility in line with the needs of the service
• Polite & Confident
• Confident, assertive and resilient

Desirable

• Full UK Driving License

Qualifications

Essential

• GCSE Maths and English Grade A- C (or equivalent)
• Evidence of Continuing Personal Development

Desirable

• Leadership and /or Management Qualification

Skills, Abilities and Personal Qualities

Essential

• Excellent communication, presentation, and interpersonal skills.
• Able to build relationships and work well with a diverse range of professionals and with the public
• A proven ability to deal effectively with difficult and contentious situations whilst maintaining positive working relationships
• Proven problem solving and be able to respond to sudden demands
• Excellent organisational skills
• Able to identify risk and anticipate issues and escalate appropriately
• Able to work autonomously
• Self-motivated and able to organise own workload with minimal supervision
• Strong IT Skills
• Excellent Leadership Skills

Knowledge

Essential

• Knowledge of SystmOne/EMIS or other GP IT systems
• Knowledge of General Practice Management minimum 2 years

Desirable

• Knowledge of local health care strategies

Experience

Essential

• Experience of managing within in General Practice or similar setting

Desirable

• Experience of working within a busy environment, and dealing with members of the general public

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

Cambridgeshire GP Network Ltd

Address

Cherry Hinton Medical Centre

34 Fishers Lane

Cambridge

CB19HR

Employer's website

https://www.cambsgpnetwork.nhs.uk/ (Opens in a new tab)