Operations Manager – Fakenham Medical Practice
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Fakenham Medical Practice
Job Description
Job title: Operations Manager
Hours: 37 hours per week
Holidays: 30 days plus 8 bank holidays
Direct Reports: Patient Coordinators, Scanning & Mail Clerk,
Appointments Clerk, Medical Administrators, Reception Apprentices, Medical Secretaries and Housekeepers.
Reports to: CEO
The Fakenham Medical Practice
The Fakenham Medical Practice (FMP) is a nine-doctor dispensing practice providing care to around 15,000 patients in and around Fakenham in North Norfolk.
We work from modern, purpose-built premises. The partners and staff have a shared belief in the delivery of high quality, traditional personal family healthcare. Patients’ interests are kept very much to the fore and there is a strong commitment to develop patient services. To promote a multi-disciplinary team approach, we share our premises with other providers including a pharmacy, adult social services and local community services e.g. physiotherapy and midwifery.
The practice is part of the Norfolk and Waveney Clinical Commissioning Group (CCG) and has a branch surgery at Walsingham. We are a training practice for GP Trainees.
Practice Mission Statement
Fakenham Medical Practice is committed to working with compassion and understanding to provide all its patients with accessible, responsive and efficient services that deliver good, safe and effective care.
Main purpose of role
To work with the CEO and other members of the management team to ensure the efficient and effective running of the Practice, in particular to manage departments and staff in order to provide a first class service to patients, doctors and community colleagues that meets agreed objectives and targets.
Key relationships
Chief Executive, Partners & other GPs, managers and team leaders, direct and indirect reports, all other FMP staff, colleagues at CCG, other local healthcare providers, contractors & suppliers to FMP.
Key Objectives:
To assist and support the CEO in maintaining and developing the efficient and effective running of the Practice to meet required standards and targets, in particular to deliver continuous improvement of:
Reception services, procedures and performance in order to best meet the needs of patients, carers, clinicians and community colleagues.
To ensure that GP and nurse rotas and associated GP, Nurse, Allied Healthcare Professionals, PCN staff and HCA appointment systems to maximise slot availability and ensure best utilisation of consulting rooms and other clinical space are maintained.
Mail and scanning services in order to ensure that all correspondence is available to clinicians in a timely fashion to promote patient safety.
QOF - to assist the QOF lead to maximise QOF income including organising and attending weekly QOF meetings. Working with the Nurse Manager and other members of the QOF team ensuring the Lead Partner for QOF matters is fully supported in their responsibilities
Policies and procedures -Operational policies and procedures currently in force in the practice are set out in the online software TeamNet. You are to ensure that these policies and procedures both clinical and non-clinical are completed and regularly updated as required. The minimum requirement will be annually.
Claims for GMS Services and other Enhanced Service – You must ensure that claims are made for all items of service which are carried out under the GMS contract or enhanced services using the online claim system or through a manual claim if applicable. The accounts manager is to be kept informed of the claims and that they report monthly if an expected claim is not received. Attend the monthly finance meeting with the Finance Lead Partner, Chief Executive and Accounts Manager if requested.
IT and facilities In the absence of the IT and Facilities Leads cover essential tasks to ensure the smooth running of the practice.
Meetings – Ensure that the Weekly Partners and / or all GPs meetings have agendas prepared in advance and are correctly minuted. Agenda’s for such meetings are produced and circulated a minimum of one working day in advance of the meeting. Minutes are produced as soon as possible and not later than four working days after the meeting.
To chair the HODs meetings and complete the associated minutes and documentation. To attend the PPG meetings and liaise with PPG on patient matters, including the writing of articles for the publication of surgery Notes.
Future planning- Responsible for assisting and providing input to the Chief Executive to produce the practice business plan and annual away day report. With Chief Executive update practice aims and objectives as required by the partners. Keeping abreast of developments within the NHS that might impinge on the practice or individual partners and providing input to the Chief Executive as required in offering options for consideration by the partners.
Health and Safety-You are responsible for:
Ensuring that the practice operationally complies with all aspects of Health & Safety at Work (HASAW) legislation including complying with security, repairs, services and equipment.
Implement the full range of promotion and management of their own and others health, safety and security as defined in the practice Health and Safety policy, the practice Health and Safety manual and the practice Infection Control policy and published procedures. This will include (but will not be limited to):
Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business.
Using personal security systems with the workplace according to practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
Making effective use of training to update knowledge and skills, and initiate and manage the training of others.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/corrective action where needed.
Actively identifying, reporting and correction of health and safety hazards and infection hazards immediately when recognised.
Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers.
Undertaking annual infection control and H&S training
Routine management of own team/team areas, and maintenance of work space standards
Ensure that the housekeeping staff are kept abreast of the latest requirement for H&S.
Complaints - To develop and implement an effective complaints management system. Responsible for dealing with patients’ complaints whether they are received orally or in written format. Ensuring that where possible complaints are managed quickly and in accordance with NHS and practice procedures. Manage practice based complaints procedure in conjunction with the relevant partner/partners or GPs and ensure that it complies with current legislation and East of England policies and procedures. Liaise with the Medical Protection Society (MPS) to which the majority are members.
Rotas - Ensure that the GP rota is produced for the year by issuing requests for holiday preferences in the summer and producing the full rota by the end of November. The GP rota includes all scheduled practice, clinical, PPG and safeguarding meetings. Duty cover and entitlement to leave over Christmas is allocated by rota. (Duty cover is drawn by lot at a practice meeting in October.) Includes Extended Hours, Study Days, and Duty Sessions.
Write articles for the staff newsletter and surgery notes. In conjunction with the Practice Manager produce the weekly update.
Patient Services - Responsible for implementing and maintaining systems to receive patient enquiries and suggestions. Reviewing and updating the practice information leaflet / website, practice publicity and health education material.
External relationships - Attend meetings as required which may / will include the PMs monthly meeting and other meetings as agreed with the Chief Executive.
Job duties and responsibilities:
To assist and support the Chief Executive in maintaining the efficient and effective running of the Practice in line with legal and practice requirements and targets, including:
Provide first line support to all staff in order to promote excellence in customer service.
Maintain a high quality patient experience at both surgeries and offer timely and appropriate information and advice to patients.
Undertake role of SmartCard sponsor and promote understanding of importance of maintaining data security.
Set agendas for all meetings and ensure note takers are present.
Organise, plan and promote both Covid and flu clinics.
Manage the publication and communicate timely and accurate GP and nurse rotas and weekly allocations that meet the needs of the practice and its patients.
Oversee room bookings to ensure best utilisation of clinical space while delivering high quality patient services.
Oversee and / or develop repeat prescribing systems.
Oversee and / or develop and manage an effective appointments system.
Oversee and / or organise surgery timetables, duty rotas and holiday cover.
Routinely monitor and assess practice performance against patient access and demand management targets.
To manage administrative, Allied Healthcare Professionals and housekeeping staff (with the support of the Practice Manager):
Maintain, update and continuously improve working practices.
Document and communicate operational procedures for administrative and housekeeping departments.
Assist with recruitment and induction of new staff.
Performance management including overview of daily planning/quality assurance of work to ensure efficient and effective service at all times.
Ensure that return to work interviews, probationary reviews and annual appraisals for all staff are undertaken.
Manage holiday & sickness leave and cover for own department.
With support of Practice Manager, carry out disciplinary and grievance action as per approved policies.
Monitor completion of mandatory training and implement role specific training and development as required.
Deliver and document team meetings and ensure good communication both within team and with other relevant staff and suppliers.
In conjunction with the Practice Manager develop and train all practice staff in order to promote good communication; provide continuity; deliver succession planning and ensure the safety of patient services, including:
Preparation of annual training plan to deliver mandatory training requirements for all staff.
Assist with planning and delivery of additional staff training in order to maximise the potential of individual members of staff and their teams.
Undertake non-clinical data analysis and audit to identify areas for improvement and inform decision making by partners and the management team.
Participation in grievance and disciplinary investigations.
To highlight any potential problems i.e. complaints, significant incidents, disciplinary issues, grievances, broken or damaged equipment, health and safety risks to patients, staff or visitors to the Chief Executive as and when they become apparent. Taking or recommending corrective action as appropriate to minimise impact of problems/risks identified.
To deputise for the CEO as and when required and to cover responsibilities in their absence.
To communicate politely and effectively with patients, carers, colleagues and other contacts, recognising people’s needs for alternative methods of communication e.g. translation services and forwarding queries to other staff in a timely and appropriate manner.
At all times, to maintain the highest standards of behaviour, to comply with and follow practice and CQC policies, protocols and procedures, including information governance, confidentiality, health and safety, infection control, equality and diversity and to report any breach or suspected breach immediately.
To undertake regular training and development, to keep personal development plan up to date and to Chair Heads of Department and attend staff meetings.
To undertake any other activities that may from time to time be reasonably requested by the Chief Executive or the Partners.
This job description is not exhaustive. You are required to carry out all duties and obligations of which you have been advised, and also to comply with any rules, instructions, directions, policies, protocols and procedures as may from time to time relate to your employment. You will also be provided with oral instructions as to your job duties and responsibilities, and you should follow such instructions to the best of your abilities. In the event that you do not understand what is required or you are unable to fulfil these requirements, you should report this to the person who gave the instructions or if they are unavailable to the Chief Executive.
Your job title and job description may be amended from time to time, and you may be called upon to carry out additional or other duties as may reasonably be required. There may also be times when you are asked to transfer to an alternative job either on a temporary or permanent basis. You will not be assigned to duties or required to perform services which you cannot reasonably be expected to perform.
The nature of our business and the changing needs of the National Health Service mean that you must be flexible in your approach to your work and in the duties that you may be required to undertake in order to provide service to our patients. The obligations upon you will inevitably vary and develop over time.
