Management Support - Clinical Targets & Facilities

NHS; St. Ives; On-site; GBP 25,000 - 45,000; Full time

Job description

Job summary

Management Support

Clinical Targets & Facilities Management (Full Time - 37 hrs per week)

General Practice is changing and we are investing in our practice and team to ensure we provide the highest levels of care and support to our patients.

We have a great opportunity for a motivated and capable colleague to join our Management Team. Focusing on Clinical Targets and Facilities Management you will help us achieve our targets while also ensuring that our premises are clean, safe and well looked-after.

Working as part of our Management Team, you will support the Practice Business Manager with service delivery, compliance, Quality Assurance and completion of project work. Prior experience in a primary care environment and knowledge of SystmOne would be an advantage, but great IT skills and a positive can-do approach are a must.

This role offers tremendous scope for personal and professional development.

Main duties of the job

The main responsibilities of the role are;

• Supporting the Practice Business Manager in delivery of the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities.
• Ensure the achievement of clinical targets set for, or by, the practice including QOF, local and national enhanced services, delivery of vaccination services and other clinical target areas.
• Maintain key functionality of the practice clinical system - SystmOne - including the loading and maintenance of key appointment ledgers and templates and the provision of same and next day appointment capacity to meet patient demand.
• To act as a point of contact for complex patient queries, working with colleagues across the practice to resolve patient queries which sit outside of our established protocols and require a more individual solution.
• To demonstrate and promote the practice values through the delivery of your role.
• To provide administrative support to the Practice Business Manager to assist the delivery of key strategic work and projects within the practice.

About us

We are a welcoming and supportive GP Practice based in the heart of historic St Ives, Cambridgeshire. We specialise in training and encourage the continued development of our teams and colleagues. We host GP registrars, medical and nursing students.

We are part of St Ives Primary Care Network and boast a diverse clinical team.

Delivering Remarkable Customer Service

Underlining everything you do is the requirement to play your part in the delivery of remarkable customer services to our patients, internal colleagues and external stakeholders. This applies in all of your dealings. There are many elements to delivering remarkable customer service but common throughout are requirements to listen and be responsive, always ensure patient and customer messages and requests are passed on and ensure any mistakes or omissions and possible improvements that are identified are shared with your manager.

Date posted: 14 April 2025

Pay scheme: Other

Salary: Depending on experience

Contract: Permanent

Working pattern: Full-time

Reference number: A0809-25-0008

Job locations: Cromwell Place, St Ives, Cambridgeshire, PE27 5JD

Job description

The post-holder will work closely with, and under the direction of, the Practice Business Manager and GP Partners to improve standards across a wide range of clinical and administrative services. The position is suitable for someone who wishes to demonstrate initiative and to develop their skills with a view to progression, working as a key member of the Management Team.

Through innovative ways of working, the position holder will support the Practice Business Manager in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensuring that the practice complies with CQC regulations.

There is a need to work closely with other practice teams to ensure the smooth running of the practice, reporting any problems encountered to the relevant person.

Training requirements will be monitored by yearly appraisal. Personal development will be encouraged and supported by the practice. It is the individual's responsibility to remain up to date with recent developments.

Main responsibilities of the role

• Supporting the Practice Business Manager in delivery of the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities.
• Ensure the achievement of clinical targets set for, or by, the practice including QOF, local and national enhanced services, delivery of vaccination services and other clinical target areas.
• Maintain key functionality of the practice clinical system - SystmOne - including the loading and maintenance of key appointment ledgers and templates and the provision of same and next day appointment capacity to meet patient demand.
• To act as a point of contact for complex patient queries, working with colleagues across the practice to resolve patient queries which sit outside of our established protocols and require a more individual solution.
• To demonstrate and promote the practice values through the delivery of your role.
• To provide administrative support to the Practice Business Manager to assist the delivery of key strategic work and projects within the practice.

Achievement of Clinical Targets

To provide oversight of the annual QOF programme, including project management support to ensure achievement of all key targets and work with colleagues throughout the practice to facilitate this.

To support achievement of clinical targets set for, or by, the practice. Provide project management support to identify key tasks and work with colleagues in the practice to identify and invite patients, schedule clinics and ensure targets are met etc.

Monitor the delivery and achievement of targets, including timely and accurate reporting packs for the Clinical Targets meeting.

• Run and develop searches to support the achievement of these targets.
• Maintain awareness of national and local enhanced services and identify ways to ensure the optimal delivery of these services, working with colleagues across the practice as required.

Provide clinical admin support to the Managing GP Partner and assist with work and projects undertaken (these will principally be focused on clinical targets and achievement).

Clinical Rota and Appointment Ledgers

Run the GP Rota in conjunction with GP Rota lead.

Allocate cover, Duty, Enhanced Access proportionately for GP Team and ARRS roles.

Highlight any times when GP cover is below minimum levels and discuss with GP Rota Lead.

Organise locum cover/additional support as required.

Add GP appointment screens including tutorial/debrief requirements and/or meetings.

Ensure the appropriate provision of same/2-5 day slots to maintain acute access.

Deal with any cover changes and/or adjustments.

Load all GP and Non-Nursing/HCA appointment screens on to SystmOne using the appropriate slot types and timings. Add any annual leave dates to S1 to avoid screens being loaded.

Deal with any session changes and adjustments and act as point of contact for any screen changes/queries. Raise any queries/concerns with Practice Business Manager.

Ensure that the practice is on target to provide the required number of Enhanced Access service hours each month and raise any times when we may be short. Complete and submit the monthly return to the PCN Manager.

Provide the practice room rota on a weekly basis. Allocate clinical rooms as part of the GP Rota and appointment screens process and liaise with Lead Nurse for utilisation of Nursing/HCA space. Allocate clinical rooms appropriately in accordance with the rota and highlight available space. Action any ad-hoc room requests and allocate according to need and availability.

Quality Assurance

Provide administrative oversight for Significant Event process. Receive, log, track, review and feedback on SEAs with SEA Lead and ensure agreed actions are completed. Assist with compilation of themes/trends for practice meetings, provide reporting and devise solutions to reduce risk and repeated occurrences.

Run the practice Alerts process through TeamNet. Receive, review and distribute Alerts as appropriate, identify and track completion of actions. Provide reporting for Practice meeting. Work alongside Alerts Lead and appropriate work leads to devise solutions to reduce risk and repeated occurrences.

Assist with the proactive resolution of low-level patient concerns by focus on early resolution and effective access to services and support.

Facilities Management

Ensure the delivery of an effective Facilities Management programme to maintain the premises in a professional and compliant way. This will include:-

• Organisation and provision of preventative maintenance
• Oversight of contractors while working on site
• Management of the cleaning and other site maintenance contracts including regular checks and audits.
• Reactive maintenance including organising repairs and replacements
• Maintaining a register of checks and servicing to ensure compliance and best practice.
• Ensuring that appropriate licences are maintained
• Reviewing and updating the practice Business Continuity Plan as appropriate
• Ensuring compliance with Health & Safety
• Fire Alarm and Emergency Lighting checks and tests.

Support to Practice Business Manager

Provide timely, accurate and effective administrative support to the Practice Business Manager including:-

• Organising meetings, providing agendas, minutes and tracking actions for completion.
• Responding to low level concerns from patients
• General administrative support as directed liaising with stakeholders, obtaining or conveying information, implementing action plans as directed.
• Undertake specific assigned tasks, project support or change/development work as and when directed.
• To provide administrative cover for absences and to help with periods of extraordinary workload.

Organisational

• Work with the Practice Business Manager to review and update Practice protocols and procedures.
• Provide Duty Manager cover in accordance with the rota and allocation.
• Provide on-site support for the configuration, maintenance and availability of SystmOne and other practice IT systems.

Attend any meetings as requested for, or on behalf of, the Practice and undertake follow up actions.

Project Work

Undertake and contribute to ad-hoc project work as direct by the Practice Business Manager and/or Practice Partners.

Person Specification

Qualifications

Essential

• A levels or equivalent

Desirable

• Degree in Business Management or equivalent
• Any other relevant qualification such as ILM CMI etc

Qualities and Attributes

Essential

• Personable and Approachable
• Uses own initiative
• Self-Motivated and able to work with minimal direction
• Ability to work effectively under pressure
• Sensitive and empathetic
• Hardworking and Reliable
• Resourceful with the ability to think outside the box
• High level of confidentiality and integrity. Able to act with tact and discretion
• Flexible and adaptable attitude and thorough approach to work with the tenacity and strong execution skills to follow tasks/projects through to completion and/or positive resolution.
• Proactive in completing tasks and delivers results
• Ambassador for the Practice when dealing with colleagues, clients, prospective clients, network members and other contacts
• Excellent team player

Knowledge and Skills

Essential

• Strong IT Skills including the ability to write and complete reporting.
• Understanding of how to work effectively in a fast paced environment
• Delegation Skills
• Prioritisation and Planning
• Problem solving and analytical skill
• Ability and skill to lead and motivate a team, creating a positive environment.
• Excellent communications skills across all forms of media to include:
• Telephone
• Email
• In person

Desirable

• SystmOne user
• Experience of using other NHS Primary Care systems and data submission tools.

Experience

Essential

• Experience working with the general public
• Experience at dealing with complaints from customers/patients
• Driving or delivering change within a business
• Experience of working in Primary Care
• Experience of working towards and achieving targets.
• Experience of working with different teams across an organisation.

Desirable

• Experience working in a healthcare setting
• Experience of working in Primary Care
• Health and Safety Management to include:
• Risk assessments
• Accident Reporting
• GDPR
• Some leadership experience - worked in and managed a team

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: Grove Medical Practice

Address: Cromwell Place, St Ives, Cambridgeshire, PE27 5JD

Employer's website: https://www.cromwellplacesurgery.nhs.uk/