PATIENT SERVICES MANAGER in England

Are you looking for an exciting opportunity to work at a large, yet closely knit practice, that has been rated Good by CQC and has a training / teaching culture? If so, then this might be the role you are looking for. If you relish a challenge and have a good laugh at the same time then we might be the right fit for each other.

Main duties of the job

As the Patient Services Manager you will manage and develop patient facing services for the Practice. You will be responsible for:

• Reception, Patient Services Team (team of 18 staff)
• Care Team, Patient Services Team (team of 5 staff)
• Patient feedback, including complaints, surveys and the Patient Action Group
• Ensuring Reception and Care Team adheres to the Practice policies and procedures whilst adhering to CQC requirements.
• Work closely with the Senior Manager, Practice Manager and GP Partners.

About us

Abbey Medical Practice looks after 28,300 patients in Wellingborough and a branch practice in Earls Barton. The Practice is led by 7 GP Partners and managed by our Practice Manager, along with the Operations Manager. The Practice has 6 additional GPs in salaried roles with Advanced Nurse Practitioners, Treatment Area Nurses, Health Care Assistants lead by the Nursing Manager. Healthy Minds Practitioner and Clinical Pharmacists in post. We have over 75 staff employed to deliver outstanding care to our patients. The Practice is part of Wellingborough and District PCN hub offering access to multidisciplinary teams and additional clinicians ensuring patients are seen by the most appropriate professionals. Abbey Medical Practice is registered and regulated by the Care Quality Commission (CQC) and works within National NHS guidelines and local commissioners to provide safe, effective and responsive services to our patient population. The Practice is very sociable and have regular social events to have a good work-life balance. In summary, we work hard and we play harder!

Job responsibilities

• Line Manager Team Leaders for the Reception Team and Care Team, Patient Services
• To assist with recruitment, in accordance with Practice Policy for new members of the team.
• In the absence of Team Leaders, assist with undertaking staff exit interviews.
• To ensure the Team Leaders provides and/or delegate training to all new members of staff to ensure they are able to complete work to a high standard.
• Ensure regular monitoring sessions have been completed to ensure training is being completed and update skills analysis.
• Ensure 6 month probation review are completed.
• Assist with undertaking annual staff appraisals and set objectives.
• Manage staff issues that may arise including any concerns regarding attitude, behaviour, attendance, performance or capability issues.
• Ensure staff provide outstanding Customer Service to all patients who contact the Practice.
• Ensure staff maintain a friendly, approachable and professional persona at all times.
• Provide feedback and coaching where appropriate.
• Ensure Team Leaders have identify skill gaps within the team to ensure that there is a full trained team to enable service delivery.
• Ensure Team Leader records all staff absence, including holiday requests, sickness and toil.
• Ensure Team Leader completes return to work interviews for all staff following sickness.
• Assist Team Leaders with staff who have exceeded 100 Bradford Score.
• Sign off staff overtime prior to submission to the Finance Clerk.
• Approval of annual leave.
• Ensure Team Leader organise and chair team meetings. Attend where appropriate.
• Ensure meetings are minuted and ensure all actions are undertaken within agreed timescales.
• Ensure Mandatory training for the team is up to date.
• Ensure meetings/training are planned for Protected Learning Time.
• Review rotas and ensure sufficient staff and skill mix to deliver the service.
• Attend meetings with Senior Manager to disseminate information.
• Championing a compassionate, supportive and inclusive team culture.
• With Partners and Practice Manager to actively promote mental health and wellbeing initiatives, fostering an environment that prioritises the holistic health and happiness of all our employees.

Operations

• Oversight of the use of online tools that are used to communicate to patients.
• Oversight of the third party supplier of the Practice phone system.
• Review reports relating to service delivery, identifying pressures and proposing solutions.
• Assist with new Practice initiatives/contractual changes requested by PCN, ICB and NHS Improvement and introduction of new services to improve delivery of services to our patients.

Complaints and Compliments

• Action verbal complaints that require escalation. Ensure these are documented identifying common themes.
• Escalate to Senior Manager / Partner Complaints Lead where necessary.
• Investigate and respond to written complaints.
• Ensure adherence to Practice Complaints procedure and liaising with the Senior Manager / Partner Complaints Lead.
• Undertake annual Complaints return to NHS England - annually.
• Record compliments, share with the wider team and follow up with patients as appropriate.
• Liaise with Practice NHS Resolutions/Practice indemnity service provider as and when required.
• Ensure Your views and complaints communications are up to date.

Patient Experience

• Ensure the patients have a positive experience when contacting the Practice.
• Complete responses to online reviews.
• Contact patients who have provided positive feedback regarding the patient experience to obtain specific details.
• Review Family and Friends data.
• Ensure the patient areas within the Practice are informative with literature, clean/ tidy and compliant to CQC requirements.
• Ensure the Practice adheres to Accessible Information Standards.
• Meet with the Patient Action Group on a quarterly basis to provide updates on the Practice.
• Minute and follow up on any actions.
• Ensure Practice website is up to date with practice information and news.
• Ensure Patient Charter is up to date and clearly documents our commitment to the patient.
• Ensure all incoming patient communications, via phone, digital, face to face are dealt with professionally, efficiently, safely and to a high standard.
• Ensure booking of appointments are in line with practice policies and safe working guidance.
• Undertake annual Patient Survey and identify action plan.
• Work closely with the Care Team to ensure support provided to our vulnerable patients and those with care needs.
• Audit Practice demand and capacity.

Compliance

• Assist the Operations Manager with updating the Practice Risk Register with Practice processes to ensure controls are in place to mitigate risk.
• Review, update and challenge the Practice policies and procedures for processes within the Reception Team and Care Team.
• Liaise with Operations Manager.
• Work with key staff to ensure management controls and audits have been undertaken to evidence that processes have been completed correctly.
• Working with the Operations Manager to complete internal CQC testing schedule and identify areas of improvement.
• Undertake presentations to Practice Staff in relation to changes in policies and procedures as appropriate.
• Work with key staff regarding significant events to ensure follow up actions, learning and changes in procedures are implemented.

Communication

• Communicate effectively with team members.
• Communicate effectively with patients and carers.
• Recognise people's needs for alternative methods of communication and respond accordingly.

General

• Assist the Management Team to implement any changes within the Practice as a result of contractual changes and/or efficiencies identified.
• Audits as and when required.
• Additional duties as delegated.

Person Specification

• Experience in supervising and managing staff in a customer facing environment (healthcare or similar).
• Strong leadership, communication and interpersonal skills.
• Proven ability to work under pressure and prioritise work whilst managing competing demands with tight deadlines.
• Experience in complaint handling.
• Previous experience within General Practice.
• Knowledge of CQC requirements for General Practice.

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 previous criminal convictions.