Head of Operations

**Job responsibilities**: Compliance The Head of Operations will lead on governance: You will lead on governance and delivering an effective service which supports management, colleagues, and associated clinicians to implement, maintain, evidence, and advise on the highest standards of clinical and corporate governance, compliant with ICB, CQC and NHS England requirements and statutory obligations. Monitoring relevant legal and statutory requirements and their implications for the practice, including the consequences of non-compliance particularly related to CQC. Reviewing policies and procedures to ensure compliance. Delivery of appropriate education and training in health and safety.

Ensure the practice has a Disaster Recover policy that is updated and in which everyone is trained. Leading Change The Head of Operations will ensure that changes in the practice are led and managed in an effective manner to ensure successful outcomes. This will include: Delivering the practices strategic and operational plans including setting objectives and monitoring progress. Managing people through changes, planning, monitoring, motivating, and evaluating.

People Management, Training and Developing Others The Head of Operations will ensure that the practices staff teams are able to deliver the services required to the highest possible standard. The Head of Operations will directly line manage operations, data and digital managers and will be accountable to: Ensuring team members have a clear understanding of work objectives and work with commitment. Ensuring teams contain a suitable mix of knowledge, skills, and experience wherever possible. Maintaining team performance even at times of absence or shortage, redeploying staff as necessary.

Monitoring individuals performance, recording the information and supporting them in improving their performance. Taking action to remedy poor performance or poor conduct in compliance with current employment legislation and practice policies. Developing and maintaining processes in the practice such as audit and significant event analysis to ensure that learning opportunities are recognised and acted upon by the whole team. Managing Access to Services and Developing Patient Services The Head of Operations will work closely with the Operations Managers and other team members to oversee and ensure that patients are able to access the services of GPs, Practice Nurses, and other team members in accordance with agreed standards.

**This will include**: Planning and management of QOF, ECF and other enhanced services, delegation of areas of responsibility/duties to clinical and non-clinical teams, monitoring progress and monthly reporting to Partners and ensuring plans are carried out and corrective action taken to maximise achievement. Monitoring and developing patient services. Ensuring service development and delivery is in accordance with contractual and local/national guidelines including commissioning. Ensuring that the delivery of practice services in accordance with equality legislation and protects all patients and carers rights.

**Optimising Resources**: IT and information The Head of Operations will oversee the Digital Manager and ensure that the practices IT resources (hardware and software and data) are effectively managed and maintained to protect the integrity of patient records and other records and ensure that resources are used to the best benefit of patient care. This will include: Ensuring the practices compliance with GDPR and Freedom of Information Act, other relevant legislation, and professional information management standards such as GMC guidance. Ensuring the practice has systems and processes for effective data processing and management. Monitoring, evaluating, and adjusting the ways in which technology is used to benefit patients and the practice.

Patient Complaints The Head of Operations will be responsible for overseeing that patient complaints are handled in accordance with the practices Complaints Procedure. Confidentiality In the course of their duties, the Head of Operations will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential.

Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, GDPR and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected. Equality and Diversity The Head of Operations will comply with the practices Equality and Diversity Policy, including: Recognising the rights of patients, carers, relatives, and colleagues and respecting their needs, beliefs