Deputy Practice Manager in Croydon

The post-holder is a Deputy Practice Manager. To support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.

Main duties of the job:

• To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises and health and safety management.
• Through innovative ways of working, support the Practice Manager leading the team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensuring the practice complies with CQC regulations.
• The Deputy Practice Manager provides operational oversight across HR/Compliance and Patient Services, integrating day-to-day delivery to meet practice objectives.
• The postholder is the Complaints Lead.
• The Deputy PM deputises fully for the Practice Manager during absence and for agreed portfolios, while the Practice Manager retains responsibility for strategy, finance, and ultimate accountability to the Partners.

About us:

East Croydon Medical Centre is centrally located in the fast developing town of Croydon with its many transport links. The practice cares for 26,000 patients from a diverse population. We are a large, hardworking General Practice with a multi-disciplinary Team which includes Pharmacists, Practice Nurses, Healthcare Assistants, Physician Associates, GPs, along with a supportive and experienced administrative Team. We enjoy and feel positive about modern General Practice but also strive to ensure a healthy home/work balance. We are active members of our Primary Care Network and support the ethos behind this.

Job responsibilities:

• Support the Practice Manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities.
• Provide leadership and guidance to all staff, ensuring that they adhere to policy and procedure at all times.
• Oversee the administrative elements of QOF, liaising with GPs, nursing staff and administrators.
• Implement and support systems to ensure compliance with CQC regulations and standards.
• Review and regularly update job descriptions and person specifications, ensuring all staff are legally and gainfully employed.
• Oversee all HR processes including grievances and disciplinaries.
• Evaluate and oversee the staff induction programme.
• Undertake appraisals for those that they line manage.
• Implement and embed an effective practice and staff development plan for all staff (clinical and administrative) whilst overseeing a robust training record system.
• Support in the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare.
• Lead on the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level.
• Actively encourage and promote the use of patient online services.
• Review and update clinical templates, ensuring they relate to current practice.
• Market the practice appropriately to ensure patient population is stable or increasing.
• Support the team to reach QOF targets (supported by the nursing and administrative leads).
• Ensure the staff implement the practice-wide approach to the management of all patient services matters.
• Manage DNAs, providing data and planning tools coupled with liaison with referred repeat offenders.
• Identify and deliver team training where required.
• Support the management team in the compilation of practice reports and the practice development plan.
• Be an integral part of the general practice team.
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children.
• Support in the delivery of enhanced services and other service requirements.
• Undertake all mandatory training and induction programmes.
• Act as a leader in support of the spectrum of clinical governance.
• Attend a formal appraisal with their manager at least every 12 months.

In addition to the primary responsibilities, the Deputy Practice Manager has the following wider responsibilities:

• Deputise for the Practice Manager.
• Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required.
• Monitor and disseminate information on safety alerts and other pertinent information.
• Support the overall practice clinical governance framework, deputise for the PM in submitting reports for OQF, enhanced services and other reporting requirements.
• Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas.
• Attend and actively participate in practice management meetings.
• Attend any external meetings pertinent to this role.
• Support and participate in shared learning.
• Participate in any audits as directed.

Confidentiality:

In the course of 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. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.