Kent LMC: Supporting list based personalised care, the partnership model and meaningful collaboration
Operations Manager – Len Valley Practice
To oversee the day-to-day administrative and operational aspects of the practice.
Main duties include but are not exclusive to:
Team Management
1. Staff and staff schedules, ensuring sufficient resources to meet demand.
2. Ensuring a high-quality service and compliance with healthcare regulations.
3. Streamlining workflows and implementing quality improvement initiatives to optimise patient care delivery.
Operational Responsibility and Accountability
1. Ensuring smooth running of practice operations within your area of responsibility.
2. Ensuring staffing levels are sufficient to deliver a quality service.
3. Operational responsibility and accountability for the implementation of practice aims, objectives, and policies.
Leadership and Planning
1. Contributing to the management and planning of the practice within your area of responsibilities with innovative concepts and improvements.
2. Active understanding of practice aims, objectives, and policies, contributing to their maintenance.
3. Leading and participating in the development of the practice (people, information, and planning) to ensure efficient and effective patient care delivery.
Effective Communication and Collaboration
The following are the core responsibilities of the Operations Manager. There may be a requirement to carry out other tasks depending on workload and staffing levels.
Ensuring Day-to-Day Operations of the Practice
1. To deputise for the Practice Manager in their absence while on leave, sick, or attending offsite meetings, taking decisions within defined limits.
2. Providing leadership and guidance to all staff to ensure adherence to policies and procedures.
3. Working closely with the lead administrator and reception lead to ensure all administrative processes are running effectively.
4. Checking the sickness reporting register and making immediate arrangements to cover.
5. Supporting the practice and management team with continuous improvement and change initiatives.
6. Coordinating, attending, and producing meeting agendas and approving the minutes. Taking minutes when needed.
7. Effectively problem-solving when high standards for patient care are not met.
8. Leading the Patient Participation Group, attending meetings quarterly.
9. Liaising with PCN to organise home visits for housebound and care home vaccinations.
HR Responsibilities
1. Evaluating, organising, and overseeing the staff induction programme.
2. Implementing, completing, and embedding an effective staff appraisal process.
3. Monitoring monthly absence and taking relevant action if required.
4. Monitoring and recording all staff overtime, sickness, and other absences, passing payment details to PM.
5. Maintaining conflict resolution and mediation between individuals and supporting team managers.
6. Identifying and delivering team training where required.
7. Being responsible for staff welfare, including social occasions.
Governance of Services and Facilities
Health and Safety Compliance
1. Acting as the Health and Safety Officer for the practice.
2. Arranging for appropriate maintenance/calibration of practice equipment, PAT testing, and annual BLS training.
3. Ensuring all staff are aware of premises management, including health and safety aspects, and undertaking risk assessments and mandatory training as required.
4. Acting as Fire Safety Officer, conducting routine and ad hoc fire drills, and booking Fire Warden training as required.
5. Ensuring the security of the premises and advising staff on actions to take if a breach or unauthorised visitor is found.
Monitoring and Reporting
1. Implementing the complaints process, ensuring complaints are dealt with in a timely manner and escalated when necessary.
2. Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders.
3. Implementing systems to ensure compliance with CQC regulations and standards.
4. Maintaining and updating Health and Safety policies as required.
Premises and Facilities Management
1. Ensuring the upkeep of the premises and engaging with suppliers regarding repairs or maintenance.
2. Ensuring access to rooms/cupboards is controlled and keys are stored in key safes.
3. Managing rubbish and clinical waste contracts.
4. Ensuring the Practice Business Continuity Plan is communicated to staff.
IT Support
1. Supporting the practice in IT matters in the administration of the Clinical System and other software.
2. Being responsible for the administration of the “Smart Card” system and its maintenance.
3. Providing support, advice, and training for current and new practice staff in the use of the Clinical System.
4. Liaising with SCW IT support department to resolve other hardware and software issues.
Kent Local Medical Committee
8 Roebuck Business Park
Ashford Rd
Harrietsham
Kent
ME17 1AB
Telephone: 01622 851197
Fax: 01622 851198
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