GENERAL MANAGEMENT Take an active part in the Senior Management Team (SMT) Work to a standard and level commensurate with a management role Lead by example, taking responsibility for own work and the work of others where there is a need, risk or an opportunity Provide general advice, education and support to inform decision making within the management team Support in creating and maintain a climate in which individuals feel safety has high value and that they are clear about responsibilities, safety aims and objectives To ensure the highest quality of service delivery and that resources are utilised in a manner which secures the highest possible quality service To provide direct line management to non-clinical staff To provide strong leadership and effective operation management to support all staff within areas of own competency PRACTICE SERVICES Leadership To provide strong leadership and effective operation management to support all staff within areas of own competency Providing managerial support, leadership, guidance, advice and support to the key dimensions of health care operations as relevant to own role Provide advice, coaching, and practice support (either yourself or delegating to other appropriate individuals) as and where required Standards Ensure that all waiting areas are fully stocked with patient leaflets, notices, practice booklets, patient feedback mechanisms, and information on local voluntary and third sector groups and services Ensure that all frontline reception staff are in dress uniform, presentable, and fully trained to do their role Ensure that all frontline reception staff are trained in customer services, conflict management and problem solving in order to give all patients the best possible experience regardless of the physical or mental state of the patient attending Support Work closely with the Reception / Admin team to fully understand and problem solve on-the-ground issues, difficulties and requirements, and provide management support as required Ensure that full cross-cover arrangements are in place across all reception and admin staff Ensure that all staff have clear and effective line management Delivery Ensure effective utilisation of all clinical space Ensure that the Practice has an effective and accurate rota for clinical and non-clinical services Ensure that all staff are fully trained in the complaints process and incident reporting process Ensure that all staff utilise and are compliant with the complaints process and incident reporting process Ensure that back-office staff are fully responsive to the needs of clinicians and front line staff CLINICAL SUPPORT AND PLANNING To oversee rotas to ensure accurate appointment systems with flexibility to provide cover at short notice To ensure that approved audits and clinical reports are run when required and distributed as appropriate in order to support clinical outcomes, quality improvement, quality attainment, and effective recall of patients. Maximise room usage and efficiency and appropriateness of room usage COMMUNICATION Provide general advice, education and support across all levels to ensure that staff are appropriately educated regarding primary care service delivery Ensure that minutes are taken at every decision-making meeting held in or on behalf of the Practice Ensure that Practice staff only use NHS email for any and all Practice-related communication HUMAN RESOURCE MANAGEMENT Records Ensure that all Reception / Admin staff recruited have an up-to-date job description that accurately reflects their role Ensure that all Reception / Admin staff have had an induction Ensure that the organisation has an appropriate list of smartcard profiles that can be allocated to staff Ensure the organisation has a fully comprehensive personnel file for every member of staff, whether employed, or locum, available in paper format Ensure that all staff are full up-to-date with all non-statutory and mandatory training as required of their role Ensure that all staff have a terms and particulars of employment, contract of employment, reference and DBS check Ensure that all recruitment checks have been carried out Ensure that all staff with a professional licence to Practice have an up-to-date professional registration status Policies and training Assist in the identification of training needs for employees and develop and deliver training when required Ensure that all staff have an up-to-date appraisal and personal development plan Ensure that all staff only have the Smartcard rights directly relevant and necessary to their role and required tasks Ensure that all staff are fully trained in using Word, Excel, PowerPoint, Windows, Internet Explorer or Edge, Firefox, SystmOne and other information management, technology and communication systems Ensure that all staff are trained specifically in Data Awareness, relevant Data Protection Legislation including GDPR, Caldicott Principles, are fully compliant Communication Develop and maintain good employee relationships at all times Ensure that all staff members are fully aware of all changes that occur, including, systems, processes, requirements, policies, protocols Maintain excellent communication at all times with the whole Practice team COMPLAINTS Ensure that all patient complaints relating to non-clinical staff are dealt with in accordance with requirements. SAFEGUARDING It is the responsibility of all staff to ensure all patients and staff are safe. If any member of staff has any safeguarding concerns, these must be reported to the organisation safeguarding lead. This job description is not exhaustive and gives a general overview of the standards and duties to be maintained and undertaken.