Job description

Job responsibilities

The following are the core responsibilities of the Operations Manager (Quality & Governance) in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

Quality and Governance

• Coordinate the practice's quality and governance framework.
• Support the Practice Business Manager and clinical leads in maintaining effective clinical and operational governance.
• Coordinate governance meetings, action plans and follow-up actions as required, maintaining appropriate records of governance activity and actions.
• Support the identification and implementation of quality improvement initiatives.
• Coordinate relevant practice audits and monitor outcomes.
• Provide appropriate quality and governance reports.

CQC and Regulatory Compliance

• Implement and maintain effective systems to ensure compliance with CQC regulations and standards.
• Ensure appropriate evidence is maintained to demonstrate compliance with CQC requirements.
• Coordinate the review of policies and procedures to ensure they reflect current legislation and regulatory standards.
• Identify areas of regulatory risk and coordinate appropriate remedial action.

Premises, Buildings and Estates

• Have operational responsibility for the practice premises, buildings and estate.
• Ensure the practice environment is safe, secure, clean, well maintained and fit for purpose.
• Coordinate planned and reactive maintenance.
• Manage relationships with premises-related contractors and service providers.
• Manage or oversee contracts including cleaning, gardening, waste management, window cleaning and other facilities services.
• Monitor contractor performance and address service issues.
• Maintain appropriate premises, maintenance and compliance records.
• Identify premises-related risks and coordinate appropriate action.

Health and Safety

• Coordinate the practice's health and safety arrangements.
• Ensure appropriate health and safety policies, procedures and risk assessments are maintained.
• Monitor compliance with health and safety requirements.
• Provide guidance to staff regarding health and safety responsibilities.
• Ensure appropriate arrangements are in place for workplace safety and emergency procedures.

Fire Safety and Emergency Preparedness

• Coordinate the practice's fire safety arrangements.
• Ensure fire risk assessments are maintained and recommendations acted upon.
• Maintain appropriate evacuation procedures and emergency documentation.
• Coordinate fire drills and monitor outcomes.
• Ensure staff are aware of emergency procedures.
• Coordinate actions arising from fire safety inspections.

Policies, Procedures and Clinical Templates

• Maintain an effective system for reviewing and updating practice policies and procedures.
• Ensure policies reflect current legislation, regulatory requirements and recognised good practice.
• Coordinate policy reviews with appropriate clinical and operational leads.
• Maintain a central schedule of policies, review dates and approval status.
• Ensure staff are informed of relevant policy changes.
• Monitor implementation of key policies and procedures.

Contracts, Suppliers and Services

• Manage or coordinate practice contracts relating to premises, estates, facilities and operational services.
• Maintain a schedule of key contracts and renewal dates.
• Monitor contractor and supplier performance.
• Ensure appropriate checks and documentation are completed for contractors.
• Identify contractual or service issues and escalate significant concerns.
• Support procurement and contract review activity.
• Ensure quality, compliance and value are considered when reviewing services.

Quality Improvement, Audit and QOF

• Coordinate practice-wide audit and quality improvement activity.
• Support clinical and administrative teams in identifying opportunities for improvement.
• Maintain records of audits, findings, recommendations and completed actions.
• Monitor implementation and effectiveness of improvement plans.
• Contribute to the practice development plan.
• Provide appropriate reports and assurance information to the management team.
• Use clinical system searches, audits and data to support performance monitoring and quality improvement.

Staff Leadership and Management

• Provide leadership and direction to staff within the Secretarial Team and support the Administration Team Lead with the Administration Team.
• Line manage designated staff and undertake recruitment, induction, supervision, appraisal and development responsibilities as required.
• Ensure staff are appropriately trained and maintain mandatory training requirements.
• Identify and deliver team training where required.
• Develop and support staff development plans.
• Promote a positive, inclusive and patient-focused working environment.
• Address performance, attendance, conduct and development issues in accordance with practice policies.
• Maintain an appropriate overview of staff welfare.
• Support the Senior Receptionist with team rota planning and cover plans.

Patient Complaints, Concerns, Compliments and Feedback

• Coordinate the operational aspects of the practice complaints process in conjunction with the Management team.
• Provide appropriate initial guidance to patients wishing to raise concerns or make a complaint.
• Ensure all relevant staff understand and follow the complaints procedure.
• Monitor complaints, concerns and patient feedback to identify recurring themes collating data for an annual review for presentation to staff.
• Support the management team in implementing improvements arising from complaints and feedback.
• Ensure complaints and concerns are appropriately recorded, monitored and escalated.

Practice Communications, Marketing and Online Presence

• Act as the focal point for the practice website and social media channels, ensuring information remains accurate and current.
• Promote effective communication of practice information to patients and staff.
• Encourage appropriate use of patient online services.
• Support appropriate marketing of the practice to maintain a stable and sustainable patient population.

Person Specification

Qualifications

Essential

• A good standard of education, with an expectation of having both GCSE (or equivalent) Maths and English

Desirable

• Leadership and / or management qualification

Knowledge and skills

Essential

• Excellent communication skills
• Proven leadership skills
• Competent in use of MS Office and Outlook
• Ability to prioritise, delegate and work to tight deadlines in a fast-faced environment
• Problem solver with the ability to process information accurately and effectively
• Ability to use own initiative
• Ability to work in a team
• Strategic thinker
• Effective time management
• Flexible, cooperative and motivated

Desirable

• General Practice clinical systems IT

Experience

Essential

• Experience of managing multidisciplinary teams
• Experience of working with the general public
• Experience of successfully developing and implementing projects
• Understanding of health & safety

Desirable

• Experience of working in a healthcare setting
• NHS or general practice experience
• HR understanding and experience
• Experience of health and safety requirements and needs within a small business
• Experience of chairing meetings, producing agendas and minutes

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.

Employer details

Employer name

Claremont and Holyport Surgery

Address

Claremont Surgery

2 Cookham Road

Maidenhead

Berkshire

SL6 8AN

United Kingdom

Employer's website

https://www.claremontsurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

The following are the core responsibilities of the Operations Manager (Patient Services) in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

Patient Services and Patient Experience

• Have operational responsibility for the delivery of patient-facing and patient-related administrative services.
• Ensure patients receive a professional, responsive, inclusive and patient-centred service.
• Oversee the patient journey through the practice and identify opportunities to improve access, communication and experience.
• Develop and implement effective systems for managing patient enquiries, requests and administrative processes.
• Monitor patient feedback and identify trends, concerns and opportunities for service improvement.
• Work with clinical and administrative leads to resolve recurring patient-service issues.
• Promote a culture in which patient experience and service quality are central to operational decision-making.
• Promote and support appropriate use of online and digital patient services.

Access and Appointment Management

• Work with clinical and administrative teams to ensure appointment capacity is effectively utilised.
• Monitor appointment demand, capacity and availability and identify areas requiring improvement.
• Oversee the management of Did Not Attend (DNA) appointments and associated data.
• Identify trends in DNAs and implement appropriate administrative responses.

Patient Complaints, Concerns, Compliments and Feedback

• Coordinate the operational aspects of the practice complaints process in conjunction with the Management team.
• Provide appropriate initial guidance to patients wishing to raise concerns or make a complaint.
• Ensure all relevant staff understand and follow the complaints procedure.
• Monitor complaints, concerns and patient feedback to identify recurring themes.
• Support the management team in implementing improvements arising from complaints and feedback.
• Ensure complaints and concerns are appropriately recorded, monitored and escalated.
• Regular review of the Friends & Family Test (FFT) with reporting to staff with theme and trend analysis and to regulatory bodies.
• Support the development of patient specific and Practice surveys for regular feedback
• Review of the annual national patient survey results

Patient Communications and Engagement

• Act as a key operational point of contact for patient-service matters.
• Oversee patient-facing information and communications, ensuring they are accurate, accessible and consistent.
• Support the management and updating of the practice website and other patient communication channels.
• Develop a patient newsletter with key information for sharing in conjunction with the Practice Business Manager and PPG.
• Promote appropriate use of patient online services.
• Ensure changes to services, access arrangements and practice procedures are communicated effectively to patients.
• Support initiatives designed to improve patient engagement.

Staff Leadership and Management

• Provide leadership and direction to staff within the Patient Services (including Senior Receptionist) and Prescriptions Teams.
• Line manage designated staff and undertake recruitment, induction, supervision, appraisal and development responsibilities as required.
• Ensure staff are appropriately trained and maintain mandatory training requirements.
• Identify and deliver team training where required.
• Develop and support staff development plans.
• Develop a staff newsletter with key information in conjunction with the Practice Business Manager.
• Promote a positive, inclusive and patient-focused working environment.
• Address performance, attendance, conduct and development issues in accordance with practice policies.
• Maintain an appropriate overview of staff welfare.
• Support the Senior Receptionist with team rota planning and cover plans.
• Ensure regular team meetings take place with the associated meeting paperwork

Patient-Service Policies and Procedures

• Review, develop and implement policies and procedures relating to patient services.
• Ensure patient-facing processes comply with relevant legislation, regulatory requirements and practice policies.
• Develop standard operating procedures where required.
• Regularly review patient pathways to ensure they remain effective.
• Ensure staff are informed of and implement changes to relevant procedures.

Quality, Governance and Compliance

• Support the Management team in maintaining effective governance arrangements including arrangement of and associated paperwork for regular meetings.
• Ensure patient-service processes comply with relevant CQC requirements and practice standards.
• Contribute to risk assessments, audits, quality improvement activity and practice development planning.
• Identify and escalate operational risks relating to patient services.
• Ensure confidentiality, information governance and data protection requirements are maintained.
• Maintain awareness of and comply with safeguarding requirements.
• Support the practice in preparing for regulatory inspections and reviews.
• Support the ongoing significant and learning event process within the Practice, championing open reporting & discussions amongst the wider team, monitoring outcomes and processing themes / trends for an annual report.

QOF, Enhanced Services and Service Delivery

• Support the practice in maximising QOF achievement.
• Support the delivery of Enhanced Services and other contractual requirements.
• Monitor operational processes that support contractual and service requirements.
• Identify and address barriers to effective patient-service delivery.

Service Improvement

• Lead or support patient-service improvement projects.
• Use patient feedback, complaints, operational data and staff feedback to identify opportunities for improvement.
• Review processes and implement changes that improve efficiency, access and patient experience.
• Monitor the impact of service improvements and report outcomes to the management team.
• Promote continuous improvement across patient-facing services.

Practice Development and Reporting

• Support the management team in the preparation of practice reports.
• Contribute to the practice development plan.
• Provide relevant performance information and operational data to the Practice Manager.
• Attend and contribute to management and operational meetings.
• Ensure agreed actions within the patient-services portfolio are implemented and monitored.

Person Specification

Knowledge and Skills

Essential

• Excellent communication skills
• Proven leadership skills
• Competent in the use of MS Office
• Ability to prioritise, delegate and work to tight deadlines
• Problem solver
• Ability to use own initiative
• Ability to work in a team
• Strategic thinker
• Effective time management
• Good organisation
• Flexible, cooperative and motivated

Desirable

• Clinical IT skills

Qualifications

Essential

• A good standard of education, with expectation of both GCSE Maths and English, or equivalent

Desirable

• Leadership and / or management qualification

Experience

Essential

• Experience of managing multidisciplinary teams
• Experience of working with the general public
• Experience of performance management
• Experience of successfully developing and implementing projects

Desirable

• Experience of working in a healthcare setting
• NHS or general practice experience
• HR understanding
• Experience of chairing meetings, producing agendas and minutes

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.

Employer details

Employer name

Claremont and Holyport Surgery

Address

Claremont Surgery

2 Cookham Road

Maidenhead

Berkshire

SL6 8AN

United Kingdom

Employer's website

https://www.claremontsurgery.co.uk/ (Opens in a new tab)