Francis Grove Surgery is seeking to recruit a Practice Operations Manager for our GP practice in central Wimbledon. Salary may be negotiable depending on experience. You would be part of our friendly, supportive and committed management team, consisting of the Practice Business Manager, an Administration Manager, a Data and Quality Assurance Manager, Nurse Manager and Reception Manager. The wider practice team is made up of 10 GPs, an ANP, 3 Nurses, a HCA, Phlebotomists and we also have a range of PCN staff working with the practice also.
The practice is very busy, but a lovely place to work (and we have air conditioning!). The patients are on the whole understanding and supportive of the practice team and what we try to do. Alot of the feedback we receive mentions the team going above and beyond to offer patients the best service we can-which we are very proud of.
As the Operations Manager you will be responsible for ensuring the day to day management and running of the practice is efficient and smooth, patient experience is as good as it can be, ensuring effective recruitment, training and development of our staff, managing complaints and making necessary changes based on learnings and other aspects of running the practice which are detailed in the job description below.
In this last year we have acquired an additional floor in our current premises and an additional 6 clinical rooms, so we are keen to expand the services we offer to our patients.
We are ideally looking for an experienced manager, with demonstrable leadership skills combined with excellent organisational and communication skills, and a helpful manner and a ‘can-do attitude’. We require you to have a good instinct for IT systems and problem solving, along with a proven ability for implementing system changes. You will have a patient or customer care background and experience.
You will need to be comfortable with personal accountability and self-direction, be able work on your own initiative, ensure deadlines are met, comfortable with having difficult conversations with staff members and patients and be able to motivate and lead teams. If this is you, then we would love to hear from you.
We very much look forward to receiving your application and hopefully welcoming you to our team!
For further information, or if you have any questions about this position, please contact: Practice Business Manager, Lynsey Buckles on 0203 947 3517
Francis Grove Surgery is an established GP practice in the heart of Wimbledon. The practice is a 4 partner practice, with a list size in excess of 14,700 patients. It is situated in modern premises on the ground, first and second floor in the Courtyard Development only minutes’ walk away from stations, shops, cafes and Wimbledon Shopping Centre.
Wimbledon is a vibrant and popular suburb of London with excellent links to other parts of London via underground and over ground stations, buses and trams. Much of the area is made up of comfortable private housing with very little social deprivation. The practice population is well informed, comprising a large number of working professionals and their young families.
Francis Grove Surgery has an excellent reputation locally and feedback from patients is on the whole very good. We obtained an overall ‘Good’ CQC rating at our last inspection. In recent years we have invested in expanding the team, providing robust management and support structures for all staff and have a genuinely caring team.
The practice strives to maintain the core values of traditional General Practice and provide good continuity of care. We aim to provide a service which is responsive to the needs of the population with good quality care, respecting diversity and human rights. The practice provides good access to those who need services and encourages a culture of learning, embracing change and celebrating progress.
JOB DESCRIPTION
JOB TITLE: Operations Manager
REPORTS TO: Practice Business Manager & Partners
HOURS: 37 hours per week
TYPE OF CONTRACT: Permanent
Job summary:
The Practice Operations Manager is a vital role within the practice, providing on site leadership and guidance and supporting both clinical and non-clinical colleagues. You will be responsible for managing the day to day operational running of the practice, ensuring that all staff employed by the practice function efficiently and effectively and patients are happy with the services they receive from the practice.
Attention to detail, can do attitude and flexibility in the role is vital as is the ability to juggle multiple priorities. This is a high profile, challenging and rewarding role and requires the post holder to have had previous experience at a management level and line management experience. This role is ideally suited to individuals that thrive in a constantly changing environment and enjoy taking ownership.
DUTIES & RESPONSIBILITIES
Patient Services:
Develop services which best serve the needs of the practice’s patient population.
a) Develop, implement and promote new and existing patients’ services.
b) Have oversight and responsibility for the day to day running of the practice, ensuring we are adequately staffed.
c) Support and promote staff health and well-being so as to ensure the team are as able as possible to undertake their role to the best of their ability.
d) Manage patients’ expectations about the services provided at the practice.
e) Ensure patients receive an excellent service from their first point of contact through to their needs being met.
f) Ensure patient information is up-to-date and available, such as the practice website, leaflet, patient newsletter, and the welcome messages on the telephone.
g) Regularly review data and processes such a wait times on the phone, the appointment system efficacy, communications with patients for example to ensure improvements are identified and plans implemented and evaluated.
h) Ensure learning from significant events and complaints are implemented and maintained.
i) Manage patient complaints, either informal or formal, using the practice’s in-house complaints procedure with a view to customer service improvement.
j) Collate information for the annual complaints return and for the monthly governance meeting
k) Ensure staffed are trained and coached effectively in order to provide excellent customer care.
l) Support and promote the practice zero tolerance approach
m) Support and coach the management team to provide effective leadership to their respective teams
n) Deal face-to-face with patients as necessary.
o) Ensure relevant staff are undertaking targeted health promotion campaigns periodically throughout the year for
p) Work with the clinical teams to manage situations when clinicians are off sick.
q) Ensuring staff adhere to policy and procedure at all times.
Management of Human Resources:
Ensure that the practice is staffed and resourced (within the budget) by people with appropriate skills, experience and commitment to provide the professional, technical, administrative and inter-personal expertise needed.
a)Conduct effective recruitment of all new staff, including reviewing applications, shortlisting, organising interviews, completing reference checks and DBS check, ensuring all practice policies and protocols are followed
b) Ensure the practice is compliant with the Fit for Proper Persons CQC requirement
c) Work collaboratively with other duty managers to ensure the practice is running effectively and there is always a duty manager on site to support staff and patients as required
d)Plan and conduct effective inductions of new staff and medical students, ensuring relevant meetings take place within the specified time frames.
e) Ensure payroll have all the relevant information for new starters
f) Complete the quarterly workforce data submission
g) Ensure performance is managed and there is appropriate supervision of staff.
h) Annual calculations, sanctioning, recording and monitoring of staff annual leave
i) Ensure optimum staffing levels at all times with holiday and sickness absences managed.
j) Manage staff absence/sickness, regularly reviewing Bradford scores and taking relevant action when scores are concerning
k) Undertake all return to work interviews with staff following absences.
l) Develop teamwork, ensuring well-run, regular staff meetings where staff are engaged.
m) Organising away-afternoons/days and social functions.
n) Oversee the running of the existing staff appraisal scheme, undertaking and documenting appraisals for your direct reports, but also ensuring all the administration and clinical have annual appraisals.
o) Ensure the probation policy is adhered to with regular meetings. Ensure that concerns are raised, documented and plans put in place to address performance concerns at the earliest opportunity.
p) Review patterns, methods of work and skills-mix for both individuals and teams to ensure their efficient and effective functioning.
q)Ensure personnel and attendance records are maintained.
r) Ensure that all statutory requirements are fulfilled, policies updated and changes are adopted as and when they occur.
s) Ensure confidentiality is maintained at all times and encourage the professionalism of all staff.
t) Ensure training needs are identified and develop with each staff member an annual training plan as part of the appraisal system. Ensure that training is carried out either in-house or externally, ensuring all mandatory training is completed within the specified time frames.
u) Ensure regular meetings take place with direct reports to gain oversight on their workload and progress with projects/lead areas, enabling effective management, support, delegation and performance management.
v) Provide in-house training where appropriate on new systems or processes to staff team
w) Support the Management team when required to ensure full staffing for each shift and role for every day we are open.
Management of Information Technology systems:
Ensure the effective management of information within the practice and with outside agencies.
a) Assume the role of Practice IT Lead
b)Ensure the functioning and best use of the practice’s clinical computer system and implement new software systems to aid the efficiency of the practice.
c) Ensure that appropriate computer searches, audits and reports are carried out for your lead areas of work.
d) Ensure development and upkeep of the practice’s internal Intranet (currently GPteamnet) and other IT systems.
e)Ensure the training of all personnel and users of the practice IT systems to ensure they can confidently and effectively utilise relevant systems and programs
f) Ensure maintenance of hardware and replacements as required, resolving things when they arise.
g) Lead on IT crisis prevention to get it resolved and regularly review (alongside rest of management team) systems to protect security of data.
h)Implement the policies against the misuse of the Internet and emails.
i) Ensure confidentiality of data and conformity to the Data Protection Act and Medical Records and Reports Acts, the Freedom of Information Act and the Caldicott Report.
j) Maintain oversite of the Registrations and deductions section within EMIS, ensure the flow is managed effectively
k) Ensure effective workflow of correspondance through the practice
l) Ensure practice website is kept up to date and relevant
m) Utilise the TV screen in reception for health promotion and posting relevant information
Management of operational systems:
Ensure the effective and efficient working systems and operational systems within the practice.
a) Review and ensure that all operational systems, including the prescribing systems (ERS & EPS), incoming mail, scanning, dictation, phone systems, etc. function at an optimum level all times.
b) Minute taking as and when required.
c) Undertake the role of Safeguarding admin lead, organising, prepping for and minuting meetings, undertaking actions, liaising with social care. Family members and other professionals.
d) Oversite of the TWR and safety netting processes in the practice, including spot checks, regular checks in with the administrator responsible for this and organising cover for their sickness or leave.
e) Launch and champion new initiatives within the team, ensuring the team are on board and we achieve objectives
f) Ensure the Business Continuity Plan is updated at least annually and all staff are aware of it. As Operations Manager you will be responsible for the execution of the plan should the need arise.
Management of premises, equipment and stock:
Advise the practice in making full and effective use of its current premises, equipment and stock.
a) Monitoring compliance with health and safety legislation and policy, providing leadership and direction to staff when necessary.
b) Report any concerns regarding the maintenance, repair and cleaning of all practice premises to the Practice Business Manager and provide required support to resolve issues in line with standards expected.
c) Escalate issues that require landlord input accordingly.
d) Support with the operational management of any future premises developments
e) Ensure security measures of premises and personnel, including intruder alarms, fire alarms and panic buttons are followed and reviewed if required.
f) 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.
g) Ensure changes required to risk assessments are reported and are completed and documented by the relevant persons.
h) Ensure that the purchase and control of supplies and equipment meets the current and future needs of the practice.
i) Undertake the annual DSE assessments with staff, collating results, confirming plans to address issues with Practice Business Manager
Leadership:
a) Provide leadership and guidance to the practice team on a daily basis
b) Show respect for staff at every level, only asking staff to do things you would be prepared to do yourself.
c) Ensure there is an inclusive and positive culture of learning and improvement.
d) Proactively support staff, being compassionate and listening to staff.
e) Ensure staff are aware of the practice vision, values and goals and support them to feel involved in this.
f) Take leadership of the practice when the Practice Business Manager is off site
g) Be an active member of the duty manager rota, ensuring there is always a duty manager during time of annual leave and sickness.
h) Work collaboratively and flexibly within the management team
i) Support management and clinical colleagues to develop and improvement their leadership when required
j) Lead by example, with positivity, a can do attitude and professionalism
k) Engage staff in changes that are being proposed or delegated
l) Ensure that all colleagues operate in a safe way and meet legal obligations
m) Ensure all issues or episodes where care is falling below the expected standards are reported to the Practice Business Manager and actioned at the time when possible.
n) Reflect on own performance and effectiveness openly to encourage staff and organisational culture of honesty and openness.
Other Appropriate Duties
Any other duties that may arise appropriate to the manager of a general practice.
Other Terms
Probationary Period:
There will be a six-month period of mutual assessment, during which time the period of notice will be one week on either side.
Notice Period:
Once the probationary period has been completed, there will be a three month period of notice on either side to terminate the employment.
Annual Leave and Study Leave:
Annual leave entitlement will be 5 weeks plus statutory public holidays. Time off to attend relevant training courses and updates will be approved in agreement with the partners.
Hours of Work:
This post is full-time with hours nominally 37 per week (working hours to be agreed). However, the post holder will be expected to work the hours needed to fulfil the needs of the practice, which might at times include working longer or unsociable hours.
Pension Scheme:
Entrance into the NHS Pension Scheme is automatic unless the post holder selects to opt out of the Scheme. This is a contributory scheme by both employee and employer.
Salary:
The starting salary will be in the region of £32,000-£35,000 pa depending on experience. Salaries are paid monthly in arrears.
Job Type: Full-time
Pay: From £40,000.00 per year
Benefits:
- Additional leave
- Company pension
- Employee discount
- Employee mentoring programme
- Free flu jabs
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Experience:
- investigating and responding to complaints: 1 year (required)
- Staff Management: 3 years (required)
- GP surgery: 2 years (required)
- implementing HR processes: 1 year (required)
Work Location: In person
