Job description

Job responsibilities

Strategic Management and Planning

• Monitor and evaluate performance of the Practice team against objectives; identify and manage changes required to achieve future goals
• Develop, review and take ownership of annual GET action plans so it achieves its aims and objectives.
• Responsible for preparing material for GET meetings and presenting performance update and escalations
• Ensure a comprehensive workforce plan for the Practice is in place and aligned to the principles of SHS Workforce Model to ensure the future sustainability of the Practice workforce and the achievement of annual and quarterly workforce targets (i.e. target workforce costs as a percentage of contractual income).
• Consider innovative workforce solutions to meet current and future service demands - new roles and skills mix
• Assess and evaluate accommodation/premises requirements and manage development and expansion plans as required
• Take an active role in supporting the PCN in achieving its ambitions and targets
• Work with the PCN to maximise practice performance against IIF targets

Quality & Governance:

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
• Undertake regular audits of EMIS access by staff
• Manage and adhere to the incident reporting process
• Provide timely and comprehensive responses to complaints to reach satisfactory resolution
• Respond and cascade safety alerts
• Oversee the Friends and Family test analysis, promotion, updates, reporting

Communication

• Develop and maintain effective communication both within the Practice and with relevant key stakeholders/outside agencies, patients, carers and staff
• Social media responsible for the accurate, timely and effective use of social media at the practice
• PPG take an action role in engaging with the PPG and developing relationships to support improved patient services
• Produce a monthly patient newsletter
• Provide safe and effective means of communication with staff

Financial Management

• Work with Director of Finance to understand practice finances ensure regular meetings are held to review practice position
• Ensure the practice works within the agreed budget and financial targets set by SHS
• Monitor profit and loss on a least a monthly basis to maximise practice profitability with the Director of Operations and Finance.
• Locums ensure robust monitoring processes are in place to ensure working within locum budget
• QOF ensure that the practice achieves maximum QOF points and that there is a robust system in place

Human Resources

• Monitor and report on workforce performance (i.e. vacancies, sickness, turnover, appraisals, mandatory training, etc.)
• Recruit, retain, develop and support the Practice team
• Ensure Practice compliance with SHS employment policies and statutory employment requirements.
• Organise and oversee staff induction and training
• Staff performance - empower staff to carry out their roles effectively, provide regular feedback on performance, carry out annual staff appraisals identifying and meeting training needs and succession planning for the future.
• Address areas of underperformance or and capability issues in a fair and timely way with support from HR
• Ensure maximum contribution by staff to the SHS annual staff survey, review and share results and develop action plans for improvement to support the Practice SHS in becoming an employer of choice.
• Maintain and update all staff employment records and documentation in line with CQC requirements
• Implement effective systems for the resolution of disputes and grievances with support from HR.

Practice Performance

• CQC readiness - work with the Clinical Lead and Lead Nurse to ensure the practice is fully compliant with the CQC regulations and when required is fully prepared for inspection.
• SHS safety scorecard ensure that the clinical team take responsibility for keeping the Safety Scorecard up to date and take action to ensure compliance
• QOF ensure that the practice achieves maximum QOF points and that there is a robust system in place

Organisational

• Convene meetings, prepare agendas and ensure distribution of minutes as necessary.
• Develop Practice protocols and procedures, review and update as required.
• Manage the procurement of Practice equipment, supplies and services within target budgets.
• Develop and review Health & Safety policies and procedures and keep abreast of current legislation.
• Ensure that the Practice has adequate disaster recovery procedures in place.
• Maintain, complete and submit the Practice electronic Information Governance Toolkit.

Patient Services

• Ensure the ongoing development and management of patient services in line with SHS strategy.
• Ensure service development and delivery is in accordance with local and national guidelines.
• Ensure that the Practice complies with NHS contractual obligations in relation to patient care.
• Maintain registration policies and monitor patient turnover and capitation.
• Oversee and/or develop and manage an effective appointments systems.
• Oversee and/or organise surgery timetables, duty rotas and holiday cover.
• Routinely monitor and assess Practice performance against patient access and demand management targets.
• Develop and implement an effective complaints management system.
• Responsible for producing a monthly newsletter for patients and using social media to provide information to patients on services
• Develop effective relationships with the PPG and local patient populations raising awareness of how patients can access services

Information Management and Technology

• Plan and execute practice IT implementation and modernisation.
• Keep abreast of the latest development in primary care IT including DoH initiatives and regularly update the Practice management team.
• Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training.
• Set targets and monitoring standards for data entry and data collection.
• Ensure that the Practice has effective IT data security, back-up, maintenance and disaster recovery plans in place.
• Liaise with the ICB regarding systems procurement, IT funding and national IT development programmes.
• Maintain the Practices website.
• Ensure online digital access is available to patients
• Ensure a secure cloud based telephony system which is fit for purpose is in place

Premises and Equipment:

• Ensure that Practice premises are properly maintained and cleaned and that adequate fire prevention and security systems are in place.
• Hold responsibility for the operational management of the building including security, access etc.
• Establish a system of control for the use of rooms; co-ordinate remodelling and room moves as required.
• Maximise available space to achieve the optimum use of the building
• Meet the needs of the occupants and visitors to the building
• Gardening / car park / premises control and security, including key holding and out of hours key holder duties.
• Ensure maintenance of common equipment e.g. kitchen utilities, sanitary facilities etc.
• Ensure that the building complies with all aspects of legislation and best practice
• Ensure equipment complies with appropriate legislation (e.g. Health and safety, portable appliance testing of own equipment etc.).

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

Person Specification

Qualifications

Essential

• Evidence of a sound education to A Level or equivalent

Desirable

• Formal leadership or management training/qualification

Experience

Essential

• Experience with financial management, including budget control and planning.
• Experience of leading and developing multi-professional/skilled teams.
• Dealing with difficult and challenging staff situations

Desirable

• Business or operational management experience.
• Experience of developing new and innovative services within a primary care setting.

Knowledge & Skills

Essential

• Strong leadership and management skills.
• Ability to develop highly motivated and high performing teams.
• Approachable with the ability to listen and empathise.
• Conflict management skills.
• Network and facilitation skills.
• Understand and respond to the health and wellbeing needs of staff.
• Ability to build effective positive and respectful relationships with staff and key stakeholders.
• Excellent interpersonal skills and ability to communicate effectively at all levels.
• Work well under pressure and meet deadlines.
• Ability to manage change.
• Strong organisational and time management skills.
• A logical approach to problem solving.
• Computer literacy, including good word processing skills.
• Ability to make effective decisions under pressure.
• Understands the importance of high standards of medical care & confidentiality

Desirable

• Knowledge of the Symphony programme and SHS

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

Symphony Healthcare Services Limited

Address

Hamdon Medical Centre

Matts Lane

Stoke-sub-hamdon

Somerset

TA14 6QE