Duties and responsibilities Organisational Support the aims and objectives of the organisation and contribute to the ongoing development of the organisation as required. Deputise for the practice manager in their absence where appropriate to role. Understand and follow organisational policies. Contribute to practice strategy Develop and maintain effective communication both within the practice and with relevant outside agencies.
Have a full understanding of CQC and assist with achievement and maintenance of standards within the practice. To update and maintain smartcards of all staff working within the practice and act in the role of Sponsor. To provide support advice and training for current and new practice staff in the use of the clinical system. To manage the effective running of clinical and non-clinical meetings in Practice, including assisting with attendee coordination, agenda circulation, information gathering, room preparation, visitor meet and greet and minute taking as required.
Develop practice protocols and procedures relevant to role, review and update as required. To manage Practice Facebook page Compile reports for partners meetings as required. To contribute to the updating of the practice business continuity plans (including IT) Ensure adequate medical cover and appointment availability and arrange locums as necessary. To organise/facilitate PPG meetings and attend meetings as required by the group.
Ensure the Practice website is professional and compliant with CQC and contractual requirements at all times and kept updated. To receive incoming and initiate outgoing telephone calls in order to facilitate timely and appropriate communications with others, taking messages and dealing with appropriate queries. Attend ICB, PCN and other external meetings and deputise where needed for the Practice Business Manager. Patient Services Manage the appointment system and monitor appointment availability, reporting issues to the Practice Manager as necessary to maintain services.
To create GP and Nurse Appointment books in line with agreed rota Ensure Appointment system meets standards required in National and Local contract eg 111 Appointments, GPAD mapping etc. To maintain GP Staff and ARRS staff holidays in the Appointment book Adopt a strategic approach to the development and management of patient services. Ensure service development and delivery is in accordance with local national guidelines. Ensure that the practice complies with NHS contractual obligations in relation to patient care.
Maintain registration policies and manage New Patient Registration procedures Oversee repeat prescribing systems. Manage the Online Consultation system (PATCHs) Routinely monitor and assess practice performance against patient access and demand management targets. Manage the complaints system. To act as the first point of contact for patient feedback and complaints, resolving them informally where possible and formally where required.
Ensure reporting of complaints in line with national requirements. Work with, support and help the PPG continue to develop to act as an important channel of Practice-patient communications and engagement. To oversee NHS choices feedback and Friends and Family administration and respond accordingly. Identify opportunities to enhance patient communications relating to their healthcare using digital technology.
Ensure effective communications with the registered patient population in order to keep them abreast of practice changes and developments. Arrange patient communications, including MJOG health campaigns, leaflet updates, notice boards and the practice website. Undertake reception duties as required to maintain service levels QOF and Enhanced Services To be aware of national, local and practice quality standards for chronic disease management and to support the delivery and administration of all required performance and quality targets including QOF and enhanced services To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process. Support Practice Manager with QOF and Enhanced Service targets IT To provide support and training for current and new staff in resolving simple problems with PCs and printers.
To liaise with the IT support department to resolve other hardware and software issues. Evaluate and plan practice IT implementation and modernisation along with the senior team members. Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training. Oversight of all IT and telecoms systems and projects, ensuring systems are used to best effect.
Human Resources To be involved in the recruitment of secretarial and administrative staff to include organising and placing advertisements for recruitment and organising and arranging interviews. Deal with the initial stages of disciplinary and grievance procedures. Monitor and evaluate performance of the reception and administration teams against objectives; identify and manage change. Manage staffing levels within target budgets.
Organise and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their role. Timetable Practice Nurse Appraisals Liaising with new staff prior to starting, be responsible for obtaining references and adding new staff to all IT systems prior to their start date. To ensure accurate records of all staff annual leave, sickness and other absences are kept and information provided for payroll purposes. Support and mentor staff and be responsible for undertaking annual performance appraisals for the Reception staff and follow up matters arising from the appraisals.
Looking after the welfare of the Reception staff. Any other duties as required by the Practice within the boundaries of training, experience and competence

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