Deputy Practice manager

West4GPs are looking for an enthusiastic and proactive experienced Deputy Practice Manager to join our large busy team. Working closely with the Practice Manager, you will undertake responsibility for the day to day operational duties within the practice. The role is varied and requires management experience, excellent prioritisation and time management skills, a positive and uplifting attitude towards working within the NHS and general practice. You will be an integral part of the Management team, being the bridge between staff and patients. The expectation is that you will also interact with patients and carers in our community with professional courtesy, efficiency and care. The post will involve management of the administrative and reception staff, along with embracing IT systems and implementing new ways of working alongside the Partners and staff of the practice. This post is for 30 hours per week, Monday to Friday. Start time to be negotiated.

If this is a position that interests you and you have the required level of experience and skills, we would love to have your application.

The Deputy Practice Manager will work closely with the Practice Manager to ensure the smooth day to day running of the practice. You will be expected to implement changes as required in relation to internal and external demands. Part of your role will be to support the PM and deal with staff and HR issues, including recruitment, training and supervision and assist with staff appraisals. You will also assist the PM in organising the training and development programme for staff. You will be the first point of call for complaints in accordance with the practice complaints procedure and will be expected to update the PM and Lead Complaints GP and lead on this area. You will ensure practice policies are followed and are kept up-to-date. You will liaise with the PM about practice and staffing related issues. You will be expected to deputise for the PM in her absence. You will facilitate good communication between all members of the practice team and promote team building, teamwork and encourage motivation and commitment to meet practice objectives. You will assist the Practice Manager to ensure staff are aware of practice goals and objectives and understand their role in achieving them. You will be required to support the PM in achieving CQC standards and requirements. You will also support the Partners and PM in the development and maintenance of QOF and CQRS.

West4GPs is a well-established GMS practice founded in 1907, serving a population of approximately 8,000 patients in the heart of Chiswick. We are seeking an enthusiastic, motivated, and committed Deputy Practice Manager to join our friendly and supportive team. We are a forward-thinking practice working closely with a wide range of allied health professionals, including Pharmacists, Physiotherapists, and Paramedics, alongside a full and experienced clinical and Administrative team. We are also proud to be a teaching practice, supporting medical students from Imperial College London and Kings College London throughout the year. This role offers an excellent opportunity to contribute to the ongoing development and smooth running of a modern, patient-focused NHS practice.

• 5 weeks annual leave (pro rata)
• A brand-new, modern Health Centre close to all Chiswick amenities
• A caring ethos within a friendly, close-knit, family-oriented team

Scope of role: The role of Deputy Practice Manager requires a self-motivated, disciplined individual to take ownership of the efficient day to day running of the service, supporting the Practice Manager and working as a key member of the management team. The successful candidate will have experience in a fast-paced office environment, have good IT skills, experience in using clinical systems such as Systmone and will have demonstrable customer service skills.

Liaises with:

• Internally: all other members of the practice team
• Externally: The patients, CCG and NHSE, community services, hospital services and members of other statutory bodies.

The post-holder should recognise the importance of effective communication within their role and will strive to:

• Communicate effectively with other employees to build positive relationships
• Be able to adapt their communication style where appropriate
• Work effectively with all functions to deliver the business aims
• Attend practice manager meetings with the Practice Manager or in the Practice Manager absence
• Support the Practice Manager with coordinating locum bookings and interview coordination
• Assist the Practice Manager with staff issues relating to the reception teams, trying to propose and implement solutions to these issues

Line management of the reception and administration staff. Conducting staff appraisals for the reception and administrative team alongside the Practice manager, recording sickness, approving and recording annual leave of reception/admin teams. Organise staff inductions, arrange paperwork, logins and smartcards for new members of staff. Organise staff training on all aspects of general practice as required. Management of non-clinical annual leave calendar. Management of staff sickness records and incentive scheme.

Ensure that all administrative systems are running smoothly and recommend any necessary improvements. Resolve problems/complaints with staff and patients and escalate to the Practice Manager as and when appropriate. Dealing with any escalated patient or reception queries. Be responsible for maintaining practice inventory of equipment and organising repair and replacement where necessary. Oversee stock control of stationary and toners and order supplies of stationary and toners as required. Carry out projects identified. Report on and manage their progress to conclusion as directed by the Practice Manager. Check that all home visits are recorded on the clinical system. Production of agreed rotas and ensuring the rotas are uploaded to the clinical system and the Shared drive and shared appropriately with staff. Ensure that tasks on the clinical system are dealt with efficiently and within a timely manner. Monitoring of appointment availability and altering the clinical system to ensure capacity meets demand. Health and Safety audits. Dealing with visiting personnel in relation to any building contacts when on site. Booking mandatory training as and when directed by the Practice Manager. Cascading alerts to clinical staff. Cover and respond to emails received on the Practice email address. Cover reception in an emergency only.

To be first point of contact for patients who wish to access their medical record. To provide support to staff to ensure that they complete annual training on confidentiality and security of data and provide training as required. To provide support and training for current and new staff in resolving simple problems with PCs and printers. To liaise with IT support department to resolve other hardware and software issues. Train new and existing staff as necessary on IT applications. Be responsible for maintaining and updating the practice website. Be responsible for updating content on the Envisage TV screen. Be the point of contact for patients who need help accessing the website.

Project manage the targets associated with GMS contract using the IT system, circulate task lists and follow up on action points. Ensure that all relevant paperwork concerning enhanced services is returned in a timely manner. Ensure systems are in place to reach targets. Liaise with support staff to ensure targets are managed throughout the year and achieved appropriately. Flag areas of concern to the Practice Manager.

First line management of all complaints ensuring they are fully investigated and responded to in line with the complaints protocol. Escalate as appropriate. Organise the annual review of patient complaints and ensure that action points are minuted and followed up. Monitor and collate significant events for the practice. Organise quarterly significant event reviews. Produce patient leaflets as required, ensure that existing patient information is correct and up to date and ensure that reception area and clinical rooms have a supply of leaflets. Maintain staff and patient notice boards. Ensure there is an understanding of all non-clinical staff roles to be able to assist in delivering the role should the need arise. Locum Cover oversee the locum induction pack and processes to ensure the practice has all relevant documentation prior to locum start date. Making necessary arrangements for locum cover to be in place. Ensure alerts and notifications received by the practice are shared with appropriate staff (clinical / non-clinical) as required.

To minute practice meetings, in house MDT meetings and staff meetings in a timely manner and distribute the minutes to the relevant people. To record discussions in meetings that need to be reported on and to file appropriately. To follow up on any actions from the meetings and ensure that these are completed by the relevant people.

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. 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 carers, 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.

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practices Health & Safety Policy, to include:

• Using security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and understanding such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

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

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with company procedures and policies and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights

Provide administrative support to Practice Manager as required. To undertake any other duties as agreed with the Practice Manager and/or partners. This Job Description will vary from time to time, by mutual consent, according to the way in which the Practice develops.

Knowledge & Skills

• Excellent communication skills (written, oral and presenting)
• Excellent leadership skills
• Strategic thinker
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Effective time management (Planning & Organising)
• Proven problem solving & analytical skills
• Ability to develop, implement and embed policy and procedure
• Ability to motivate and train staff

Personal Qualities

• Polite, confident, flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solutions focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure, confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
• Maintains confidentiality at all times

Experience

• Experience of working with the general public
• Experience of Leading Multidisciplinary teams
• Experience of Workforce planning
• Management/NHS/Primary Care General Practice Experience
• Relevant Health & Safety experience
• Experience of performance management, including appraisal writing, staff development and disciplinary procedure

Qualifications

• Good general education (GCSEs or equivalent), usually including English and Maths
• Leadership and / or Management experience in a complex environment
• NVQ Level 3 or 4 in: Business Administration Management, Health & Social Care (or equivalent experience)
• Evidence of continuing professional development (CPD)
• Previous NHS or primary care experience (2+ years)
• Experience in a supervisory or deputy management role
• ILM / CMI qualification in leadership or management
• Diploma in Primary Care Management (e.g. AMSPAR or similar)
• Training in: HR management, Finance / budgeting, NHS-specific courses (e.g. data protection, information governance)

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.