Patient Service's Manager in Aldershot

Would you like to work with a happy team of around 80? With 28500 patients, working over two sites, we are a stable partnership of 10 GP partners with salaried GPs, paramedics, nursing team, admin team, secretarial team, pharmacy teams and reception. We are looking for someone who can be organised, happy to run reception & support other teams, working closely with Senior Management and Clinicians. Do you remain calm and supportive and enjoy dealing with the public as well as colleagues? Can you work under pressure whilst still having a smile? If you've got this far and said "yes that sounds like me", we hope that you'd like to join us to provide excellent support to make the wheels of the NHS Primary Care move smoothly. We will be supportive and forward thinking, open to change. We are committed to providing exceptional support within primary care and also committed to delivering high quality care to our local community.

Main duties of the job

• To support the operational delivery of patient services by providing peer support and direction to the reception team.
• To foster a welcoming front-line team that enables patients to access the appropriate healthcare professional or service in a courteous, efficient and effective way.
• To support the reception team to maintain accurate records and provide comprehensive administrative support, in accordance with practice guidelines and protocols.
• To be first point of contact in relation to patient issues and challenges as raised. This includes liaison with the clinical team members.

At Bartlett Group Practice, we are proud to provide high-quality, patient-centred healthcare to our local community. Our Practice is supported by a dedicated multidisciplinary team of GPs, nurses, healthcare assistants, pharmacists, administrative staff and management who work collaboratively to deliver safe, compassionate and effective care. We are a friendly, supportive and forward-thinking organisation that recognises the importance of every team member's contribution. We foster a positive working environment where colleagues are treated with respect, encouraged to develop their skills and supported to achieve their full potential. Teamwork, professionalism and excellent patient service are at the heart of everything we do.

Working with us offers the opportunity to be part of a busy and rewarding primary care setting where no two days are the same. We are committed to staff wellbeing and provide a welcoming atmosphere where employees feel valued and appreciated. We encourage continuous learning and development and strive to create opportunities for career progression wherever possible. If you are looking to join a well-established Practice with a strong community focus, a collaborative team culture and a commitment to delivering outstanding patient care, Bartlett Group Practice could be the perfect place for you.

Job responsibilities

• Full Time 37.5 hours Monday - Friday. Open to job share discussions.
• Team Management
• Lead, support, and manage the reception team, ensuring effective day-to-day operations.
• Organise staff rotas to ensure adequate coverage during opening hours, including handling leave and absences.
• Conduct regular team meetings and performance reviews, identifying training and development needs.
• Provide mentorship and guidance to staff, promoting a positive and professional working environment.
• Patient Services
• Ensure the reception team delivers a friendly, professional, and efficient service to all patients.
• Oversee appointment bookings, telephone systems, and patient enquiries to maintain high standards of accessibility and service.
• Act as a point of escalation for complex or sensitive patient queries.
• Promote the use of digital services, such as online booking systems, prescription requests, and patient portals.
• Complaint Management
• Handle patient complaints in line with NHS and practice policies, ensuring timely resolution and appropriate communication.
• Investigate complaints thoroughly, liaising with clinical and administrative staff as necessary.
• Identify trends or recurring issues and implement service improvements to address them.
• Keep complaint logs up to date, including records held within Teamnet as well as existing internal systems.
• Health and Safety Compliance
• Oversee health and safety policies within the practice, ensuring compliance with relevant regulations.
• Conduct audit assessments, including for fire safety, infection control, and workplace hazards.
• Coordinate staff training in health and safety protocols, including first aid and fire safety procedures.
• Act as the practices point of contact for health and safety inspections or audits.
• Administration and Reporting
• Monitor and improve workflows to enhance the efficiency of patient services.
• Maintain accurate records and documentation related to complaints, incidents, and health and safety activities.
• Provide regular reports to practice management or partners on key metrics, such as patient feedback, complaints, and operational performance.
• Quality and Governance
• Work collaboratively with the management team to ensure compliance with CQC standards and other regulatory requirements.
• Contribute to quality improvement initiatives and practice development projects.
• Stay informed about NHS policies, guidelines, and innovations in patient services.

Person Specification

• Qualifications
• Essential
• Excellent written skills
• Excellent communication skills
• Previous experience in managing staff.
• Understanding of confidentiality and data protection (GDPR) principles.
• Ability to work independently and as part of a team.
• Desirable
• Primary Care / NHS experience

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.