JOB SUMMARY

We are seeking a dynamic and enthusiastic individual to join our team as Assistant Practice Manager at The Downland Practice. Located in West Berkshire right next to the A34/M4 interchange. Our practice provides primary care services to approximately 11,600 patients.

ABOUT US

We are an innovative 7-partner training practice with 3 salaried GPs and a skilled Clinical Practitioner-led nursing team. We are part of the A34 Primary Care Network (PCN), and we take an active role in new initiatives. We operate using EMIS Web and Accurx.
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 activity. The position is suitable for someone who wishes to demonstrate initiative and to develop their own skills further with a view to progression.
Additionally, the Assistant Practice Manager is responsible for the daily supervision of the Care Coordinator team at the practice. This role involves ensuring the team operates efficiently, adheres to established protocols, and meets set timelines, with regular reporting to the Practice Manager. The position includes responsibilities for staff induction, training, and maintaining up-to-date protocols and information. The Assistant Practice Manager also plays a crucial role in patient communication and practice administrative duties.

JOB DESCRIPTION - ASSISTANT PRACTICE MANAGER

RESPONSIBLE TO: Practice Manager

CONFIDENTIALITY

• While 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 careers, 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 following the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

KEY RESPONSIBILITIES

• Supervise the Care Coordinator team, ensuring efficient operation and adherence to procedures and timescales.
• Responsible for the induction and ongoing training of new Care Coordinators, including updating the training manual.
• Regularly review Care Coordinator team processes and training protocols, ensuring all internal and external information is current.
• Provide assistance to the Care Coordination team and promote a positive image to patients and visitors.
• Facilitate communication between patients, primary and secondary healthcare teams, and other healthcare agencies.
• Perform various administrative duties to assist in the smooth running of the practice.
• Ensure that staffing levels are adequate, organizing holiday and sick rotas in line with policy.
• Monitor telephone usage and report any necessary timetable variations to manage patient demand.
• Work with the Timetable Coordinator to adjust clinics based on demand and identify any scheduling issues.
• Assist the Practice Manager in preparing CQC compliant policies and processes.
• Maintain the cleanliness and tidiness of the reception area, updating notice boards and waiting room TVs with appropriate messages.

ADDITIONAL RESPONSIBILITIES

• Manage the career development of the team, offering opportunities for CPD and advancement to Care Coordinator roles.
• Adhere to confidentiality and data protection policies when managing sensitive patient and staff information.
• Promote and maintain health and safety as defined in the practice’s policy.
• Support equality, diversity, and rights of patients, carers, and colleagues.
• Participate in personal and professional development activities, including annual performance reviews, leadership training, and appraisal training.
• Strive to maintain quality within the practice, managing own time, workload, and resources effectively.
• Communicate effectively with team members, patients, carers, and ensure effective implementation of services.
• Ensure regular review and update of Care Coordinator team Standard Operating Procedures and working practices.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Supporting the Practice Manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities.
• To provide support to the Practice Manager in project work, and in the running of key systems and procedures such as communications, NHS App & Website Management, Infrastructure and elements of health and safety.
• The post-holder will need to become familiar with all functions of the clinical system and their applications, plus national and local quality standards for primary care.
• To provide leadership, support and training for current and inexperienced staff ensuring that data quality guidelines are understood and adhered to.
• Ensuring staff adhere to policy and procedure at all times.
• The post holder will be aware of the various statutory requirements and will assist in implementation as directed by the Practice Manager. There is a need to work closely with reception and clinical staff to ensure the smooth running of the practice, reporting any problems encountered to the relevant person.
• Convene meetings, prepare agendas and paperwork, take minutes and ensure distribution of minutes, as necessary.
• Monitoring compliance with health and safety legislation, providing leadership and direction for staff.
• Deal with more complex enquiries and requests from patients.
• To be the first line of contact for patients with respect to the complaints procedure and to take appropriate action as set out in the Practices complaints procedure, with the support of the Practice Manager where appropriate.
• Maintaining the complaints database
• Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required
• Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events
• Arrange for contractors to conduct any urgent repairs needed to the building.
• Function as the primary point of contact for NHS, PCN, community services, suppliers and other external stakeholders in the absence of the Practice Manager
• Deputise in the absence of the Practice Manager

OTHER PERSONAL TASKS

• Become involved with key aspects of the practice managers workload and be able to respond to information requests and updates as necessary, being able to run key in case of absence.
• Dealing with patients, and contacts within the NHS and other practices, both in person, via email and on the telephone.
• Administration cover for absences and help with extra-ordinary workloads.
• Be generally involved in the administration of the practice.