Job Description

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.

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.

JOB DESCRIPTION

- ASSISTANT PRACTICE MANAGER

RESPONSIBLE TO:

Practice Manager

OVERVIEW

This is a role established to support the Practice Manager in conducting day-to-day activities and to provide an element of cover or source of advice in the event of their absence.

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.

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

Health & Safety:

The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures.

This will include:

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. 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 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 across the business. Making effective use of training to update knowledge, skills and experience to manage the training of others. Using appropriate infection control procedures, supporting work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed Routine management of Care Co-ordinator team / team areas, and maintenance of workspace standards Production of performance and quality information To ensure that documentation (electronic and paper-based) exists to support performance standards across the full range of performance-based activity QOF, Enhanced Services etc. To assist in the production of information for clinical, admin & management audits. To undertake ad-hoc work related to the performance of the practice under the guidance of the practice manager.

Data quality

To work within the clinical computer system to improve data quality, using the ability of other data staff where appropriate.

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.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming to, of the individual, is non-judgmental, and respects their circumstances, feelings priorities and rights.

Personal/Professional development

The post-holder will take part in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance reviews and conducting them for those employees that report directly to the Assistant Practice Manager. Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others. This role is considered a developmental position, and the jobholder will be encouraged to develop personal and business skills.

Quality

The post-holder will strive to optimise 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 team's performance. Collaborate effectively with individuals in other agencies to meet patient's needs. Effectively manage own time, workload and resources.

Communication

The post-holder should recognize the importance of effective communication within the team and will:

Communicate effectively with other team members. Communicate effectively with patients and carers. Develop practice internal and external communication strategy to incorporate all platforms. Recognise people's needs for alternative methods of communication and respond accordingly. Most instruction and communication of activity will be via the practice manager. External communication will be with patients, Integrated Care Boards/Systems and other NHS bodies, and other service providers.

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.

Person Specification

Experience

Essential

Strong interpersonal, customer service, and IT skills Ability to lead projects and develop effective systems. Leadership and Management experience. Excellent knowledge of Healthcare Delivery, Governance and Assurance Frameworks.

Desirable

Experience of working in primary care/healthcare setting Applicants without previous primary care experience will need to demonstrate transferable knowledge and skills. Previous or currently registered with a Professional Body e.g. GDC or CIPD

Qualifications

Essential

GCSE grade A to C in English and Maths Leadership and Management training/qualification or other level 4 or above qualification in adminstration, management and/or leadership.

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 earlier criminal convictions.

Job Type: Full-time

Pay: 36,000.00-38,000.00 per year

Benefits:

Free parking On-site parking
Application question(s):

Do you have experience in Healthcare Delivery
Education:

GCSE or equivalent (required)
Experience:

Management: 2 years (required)
Work Location: In person

Expected start date: 06/10/2025