Patient Services Manager

Job responsibilities

Practice Operations:

Oversee all operational systems, including telephones, appointment scheduling, prescriptions and patient records management, ensuring they function optimally at all times.

Develop and implement systems for evaluating and enhancing operational services under the Quality and Outcome Framework.

Ensure the clinical information and patient medical records and summarising of notes is maintained following correct processes and retained in line with GDPR regulations.

Oversee the maintenance, repair and security of practice premises, ensuring compliance with health & safety and fire regulations.

Ensure effective management of stock, including medical supplies and equipment.

Explore opportunities to optimise use of practice facilities, agree contracts and ensure appropriate legal requirements.

Ensure confidentiality of data and conformity to the Data Protection Act and Medical Records and Reports Acts, the Freedom of Information Act and the Caldicott Report.

Digital Transformation & Technological Innovation:

Lead the practices digital transformation efforts, exploring new technologies such as Telehealth, AI-based solutions, or automation to enhance service delivery and operational efficiency.

Evaluate and implement software upgrades or changes to improve patient care and employee workflows.

Develop and implement the practices' IT strategy, ensuring effective use of clinical systems and software to improve operational efficiency.

Ensure security measures to protect data, including crisis prevention and disaster recovery plans.

Manage and contribute to development and maintenance of IT systems.

Patient Services:

Develop and maintain patient services to meet the evolving needs of the practice population.

Coordinate with patient forums, embrace links with healthcare providers and implement health promotion campaigns.

Contribute to and develop child and family-friendly policies.

Manage, review and action results from patient satisfaction surveys.

Manage patient complaints, either informal or formal, using the practices in-house complaints procedure.

Complete significant event audits and learning plans.

Ensure patient information is up-to-date and available, such as the practice brochure, patient newsletter and patient leaflets.

Business Planning:

Develop and implement a practice business plan, exploring innovative service provision ideas tailored to the needs of the practice population.

Collaborate with local practices through forums such as the Practice Managers Forum and Primary Care Networks.

Regularly monitor and report on key performance metrics such as patient satisfaction, financial performance, employee turnover, operational efficiency and adherence to quality standards.

Develop action plans to address any identified performance gaps and continuously improve practice operations.

Human Resources:

Foster a positive workplace culture by supporting employee development, well-being initiatives, promoting work-life balance and enhancing team morale.

Ensure the practice is appropriately resourced within budget constraints, with people who possess the skills, experience and commitment needed to meet the practices operational and clinical needs.

Ensure effective recruitment, selection and induction of new employees.

Managing performance and facilitating professional development through appraisals and training plans. Creating a succession plan to ensure the ongoing success of the team.

Provide mentorship to employees, ensuring their professional development and career progression.

Develop teamwork and conduct productive regular team meetings.

Oversee grievance and disciplinary procedures in conjunction with the Head of General Practice and HR.

Ensure statutory compliance with all relevant HR regulations and changes as they occur.

Provide leadership and mentorship to employees, ensuring alignment with the practices values and vision.

Promote and participate in leadership development programs to continuously enhance management skills and team cohesion.

Financial Resources:

Effectively manage practice finances, working with the Head of GP Practices to plan effective budgetary control, ensuring cost efficiencies and maximisation of profitability.

Maximise income-generating opportunities, safeguard against fraud and ensure appropriate payment for services rendered.

Ensure controls of expenditure and necessary investment in resources.

Explore and maximise all income-generating opportunities and DES, LIS and LES

Ensure business policies and procedures are followed to protect the practice against fraud and financial mismanagement

Liaise with the organisation's Finance team to ensure income entitlement is fully recognised and accounted for

Crisis Management & Business Continuity Planning:

Lead and maintain crisis management strategies, ensuring preparedness for emergencies such as IT system failures, staffing shortages, or public health crises.

Implement and manage business continuity plans to minimise operational disruptions.

Care Quality Commission (CQC) Compliance:

Advise the leadership team on CQC requirements and implement and follow up any action or improvements required by the CQC to ensure the practice maintains CQC registration.

Monitor and develop the operation of the organisation as needed to ensure that the Essential Standards continue to be met by the practice.

Support the practice teams through any inspection visits from the CQC.

Sustainability and Environmental Practices:

Oversee sustainability initiatives to improve energy efficiency, reduce waste, and ensure the practice adheres to environmentally friendly practices.

Confidentiality

In the performance of the duties outlined in this job description, you may have access to confidential information relating to patients and their carers, Practice employees and other healthcare workers. All such information from any source is to be regarded as strictly confidential.

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

Health & Safety

You will assist in promoting and maintaining your own and others health, safety and security as defined in the Alliances Health & Safety Policy to include:

• Identifying the risk involved in work activities and undertaking such activities in a way that manages those risks.
• Ensuring that all accidents or dangerous accidents are reported and investigated and follow up action taken where necessary.

Equality and Diversity

You will support the quality, 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 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-judgemental and respects their circumstances, feelings, priorities and rights.

Quality

The post-holder will strive to maintain quality within the Alliance and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own ...