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Practice Operations Manager

2 months ago

Ely, United Kingdom NHS Full time

Contribute to the implementation of the longterm strategic direction of the organisation, role-modelling the Groups culture, values and behaviours within the practice, supporting the local team to deliver excellent care to patients.

Share practice-level insights (e.g. issues, staff training needs, lessons learned) across the Group in the appropriate forum, e.g. Operations Team, Clinical Governance, Practice Meetings etc, and vice versa.

Main duties of the job

Site Management, Haddenham Surgery (70-80%)

  • Operational performance of the practice
  • Staff
  • Clinical Safety & Quality
  • Facilities and Health & Safety
  • General Business support

Additional Support to Ops Team (20-30%)

About us

Mereside Medical is a flourishing group of three East Cambridgeshire practices in Ely, Haddenham and Soham, together serving c.40,000 patients. As a group, we’ve grown rapidly and now employ more than 140 people across the three practices. We are people-centred in our approach to work and believe that every contact that a patient has with our staff is as valuable as the next in the patient journey. We believe in clinical excellence, and that general practice is the cornerstone of well-being in our community. We are innovative and forward-looking, and we embrace technology to enable more effective, efficient, and connected ways of working to deliver ever better outcomes for our patients.

Our goal is to deliver on the ambitions laid out in the GP forward view in a way that is locally relevant, valued by patients, and satisfying for our staff. In addition to our core general practice work we run a large clinical research trials unit and we work closely with the ICB to develop innovative ways to improve local service provision. We are the lead practice for one of the two local PCNs and are represented in both.

Job responsibilities

Site Management, Haddenham Surgery (70-80%)

  • Alignment and integration with the Mereside Medical Group
  • Contribute to the implementation of the longterm strategic direction of the organisation, role-modelling the Groups culture, values and behaviours within the practice, supporting the local team to deliver excellent care to patients.
  • Share practice-level insights (e.g. issues, staff training needs, lessons learned) across the Group in the appropriate forum, e.g. Operations Team, Clinical Governance, Practice Meetings etc, and vice versa.

Operational performance of the practice

  • Take overall responsibility for day to day operational performance of the practice, working with the Operations Team and local managers to ensure that both clinical and non-clinical work is conducted effectively and efficiently.
  • Ensure that all practice staff are fully aware of and confident in following all processes and protocols (clinical, operational, and administrative).
  • Work closely with relevant clinical and non-clinical managers to regularly review practice operations and identify and implement improvements to our ways of working, including use of technology, to impact positively on both the patient experience and the staff experience.
  • Support team managers to maintain an efficient and cost-effective level of staffing to provide an effective service to patients, including managing the overtime and staff training budgets.
  • Contribute positively to a sense of cohesion, and foster a culture of wider collaboration across the organisation, ensuring staff engage actively with collaboration tools such as MS Teams to optimise information sharing across sites and teams.

Staff

  • Ensure all new staff (including temporary or visiting staff) who will be working at Haddenham Surgery have an excellent first experience of the practice, and are inducted effectively in all site-specific policies, procedures, and working practices.
  • Be the first point of contact for all Haddenham Surgery staff to ensure they are aware of and follow all relevant Group-wide policies or processes, advising staff and resolving queries locally where possible, and signposting more complex queries to the relevant member of the Operations Team as needed.
  • Support local managers to ensure that their team members are performing at their best and able to access the training and support they need to deliver an excellent, safe service.
  • Monitor trends in staff training or development needs that may be relevant across the Group, and feed into relevant Learning & Development planning.

Clinical Safety & Quality

  • Ensure appropriate information is available to patients in a timely manner, including, e.g. content on the practice website, practice leaflet, posters and displays around the practice.
  • Act as first point of contact for patients for complaints, in line with the Complaints Policy, resolving issues informally or escalating to the Group Head of Quality Assurance when necessary.
  • Support the Group Head of Clinical Service Delivery to ensure that all significant events occurring in the practice are investigated, recorded, and responded to appropriately and on time.
  • Work with the Mereside CQC lead to maximise compliance with the required standards and prepare the practice for any external inspection(s).

Facilities and Health & Safety

  • Work with the Facilities & Estates Coordinator to ensure that the Health & Safety statutory obligations and legislation are adhered to and all relevant documentation is maintained.
  • Ensure that practice facilities and space are utilised optimally, comply with relevant legislation, and keep staff safe in their work.
  • Supported by the Facilities & Estates Coordinator, oversee the planning and implementation of any facilities improvements, including managing supplier relationships to ensure that they are completed on time and on budget.

General Business support

  • Provide on-site support for basic IT support requests relating to e.g. Smart Card, NHS Mail, Windows, SystmOne, AskMyGP, Teams, etc, escalating more complex IT queries to the relevant external support service.
  • Provide first point of contact support for initial business support queries (e.g. HR, finance, facilities, etc), signposting more complex queries to the relevant member of the Operations Team.
  • Work with relevant members of the Operations Team as appropriate with practice level business administration and compliance matters, to ensure that the practice is managed effectively, all compliance requirements are met, and all relevant documentation is well organised and readily available.
  • Organise, chair or participate in meetings relevant to the role, ensuring decisions and actions are minuted and completed.

Additional Support to Ops Team (20-30%)

  • The Mereside Ops Team comprises a number of specialist functions which work together to support the effective and efficient delivery of clinical services. The Practice Operations Manager (HS) will provide dedicated support to one of these functions based on their experience and area of interest.

Additional support will be given in one of the following areas:

  • Clinical Operations
  • Communications
  • Facilities and IT
  • Finance and Governance
  • People and Culture
  • Quality Assurance.
Person Specification
Experience
  • You will have demonstrable experience of: Working in primary care, most likely in a non-patient-facing capacity, and ideally with a deep understanding of the processes that non-patient-facing teams have to follow to ensure patients travel through the most appropriate pathway of care as efficiently as possible. Managing teams to work on shared goals, change ways of working, and learn new processes and technologies to deliver a better service.
  • Working as a generalist, confident to deal with a broad range of matters in uncertain situations, while knowing your limits and when to bring in specialist support. Using data and analysis to develop insights and actionable recommendations. You will be: Passionate about the role that non-patient-facing teams can play in facilitating the patient journey through the healthcare system, to contribute meaningfully to better health and well-being outcomes.
  • Adept in using systems and tools commonly used in primary care, including SystmOne plus add-ons, AskMyGP, Office (including Teams). Service-minded, solutions-focused, and constructive in your approach to people, both staff and patients alike. Pro-active, structured, and organised in your approach to work, quick to spot and solve problems quickly and effectively.
  • Committed to empowering and enabling others. An adaptable and empathetic communicator, effective at reading your audience and adapting your style to bring people along with you.
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.

Full-time, Part-time, Job share, Flexible working.

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