Job description Person specification July 2012 Profile of the by kwOG2B


									       MEEBBB Health
     St Paul’s Way Medical Centre
           99 St Paul’s Way
                E3 4AJ

    Appointment of a
 Deputy Practice Manager
Further Information for Applicants

          Profile of the Practice
             Job description
           Person specification

                 July 2012
                                Profile of the Practice
The Location
The practice is situated in the London Borough of Tower Hamlets, an exciting and diverse
inner city environment. It is an area of huge contrast with business centres such as Canary
Wharf juxtaposed with areas of profound deprivation. Close to central London, there are
good transport links with underground, Docklands light railway, and buses. Tower Hamlets
boasts the Green Mile through its busy centre linking Victoria Park to the Thames. There are
popular street markets such as Columbia Road flower market, Spitalfields crafts and organic
foods market, Petticoat Lane and Brick Lane – also renowned for excellent restaurants.

There is a broad ethnic mix in Tower Hamlets with approximately 40 different languages
spoken. This is reflected in our practice population, with the largest minority being
Bangladeshi. The broad ethnic mix results in interesting medicine. Bart’s and the London
NHS Trust serve the local population. The historic Royal London and St. Bartholomew’s
sites are currently undergoing major development.

St Paul’s Way itself is an area of rapid development with new builds and a brand new school
– St Paul’s Way Trust School. MEEBBB Health and the practice is an active supporter of the
development of the area and initiatives to build links between communities. The health
centre will be central to the innovative redevelopment plans for St Paul’s Way and the St
Paul’s Way Transformation Project.

The Practice Background
St Paul’s Way Medical Centre has undergone a number of changes in recent years. The
previous organisation took over the practice in February 2008 but the contract was
terminated in March 2011. MEEBBB Health as the local GP Network took over the practice
and has been running the organisation since April 2011. The contract was awarded to
MEEBBB Health initially on an 18month contract until October 2012 and our aim is to ensure
that we are able to establish solid foundations with which to take the practice on in the long

MEEBBB Health Background
Mile End East and Bromley by Bow (MEEBBB) Health Network was formed in 2009 in
response to the reorganisation of delivery of primary care within Tower Hamlets and the
development of 8 Networks mirroring the LAP’s in the Borough. The practices within the
Network are Bromley by Bow Health Centre, Merchant Street Practice, Stroudley Walk
Health Centre, St Andrews Health Centre and St Pauls Way Medical Centre. The principles
of the Network have been based on equality between practices irrespective of size and the
emphasis on the Network Management supporting practices to develop their own
organisation and identity within the Network structure.

Our vision is to provide a model of care that goes beyond clinical outcomes and will support
patients in a holistic sense taking into account and addressing wiser issues such as housing,
education, and other social issues and health determinants. The network aim is to respect
the autonomy of individual practices, whilst promoting the principle of collaboration between
practices, with the common goal of improving patient care across the network. We
encourage patient involvement and work together with other local stakeholders in the
development and provision of high quality, holistic and integrated care within LAP 6.
MEEBBB Health has already demonstrated success in its operation as a team with the
Diabetes Care Package and the Immunisation Care Package and exceeded Tower Hamlets
PCT Immunisation targets and expectations.

Despite working within one of the most deprived areas of the country, our Practices teams
have achieved some of the highest scores in England for the Quality and Outcomes
Framework (QOF). A recent survey on access to primary care has also shown us to be
some of the leading practices in Tower Hamlets.

The Network has now formed a Community Interest Company (CIC) which is our NHS
organisation which will be delivering healthcare within LAP 6. We believe that our mix of
skills and experience offers a unique and strong blend of competencies and the strong
relationships built since the formation of the Network demonstrates a solid and stable

The MEEBBB Health Board
There are currently four Board Members:-

       Dr. Joe Hall GP Bromley by Bow Health Centre, Network Chair also Network Lead
       for St Paul’s Way Medical Practice

       Dr Sangeeta Rana-Masson GP Merchant Street Practice and Network Clinical Lead

       Dr. Savitha Pushparajah GP St Andrews Health Centre

       Debbie Russell Practice Manager Stroudley Walk

The Board Members have a variety of additional interests including PCT lead in Respiratory
Services and Governor of St Paul’s Way Trust School.

MEEBBB Health has a Network Manager, Coordinator and Administrator. We have also
recruited Network Nurses working across the practices.

The Patients
There are around 11,000 patients registered with the practice, making it one of the largest in
the area, with a growing list size but also high patient turnover. MEEBBB Health works
closely with Public Health to understand the demographic and health needs of the local
population. There is a large Bangladeshi population which makes up at least 50% of the
registered list and a high prevalence of chronic disease including diabetes and
cardiovascular disease. The practice also has a generally younger population than the rest
of Tower Hamlets. The practice is committed to delivering excellence in primary care and
has worked hard over the last year to recruit excellent new GP’s and nurses to provide a
high quality service.

The practice is open 8am-8pm Monday-Friday and 9-5pm on Saturday and provides a
mixture of same day, advance routine and telephone appointments to all patients, without
Services to Patients
The practice operates under a single APMS contract which was awarded to MEEBBB Health
initially on an 18month contract until October 2012. The range of clinical services include all
traditional GP services as well as: Community ante-natal care, family planning and women’s
health, clinical psychology, child health, smoking cessation, travel health, chronic disease
management, and many other enhanced services.

There is now a comprehensive primary care team. The practice has recently introduced
undergraduate teaching and takes medical students from Barts and The London and is
aiming to become a full Teaching Practice taking GP’s in training.

Ethos of the Practice
We are working hard to develop the ethos of the practice and have taken the staff out of the
surgery for away days to work on our joint vision.

The MEEBBB Health vision was established during the set up phase of the Network in 2009
and we are developing St Paul’s Way in line with this vision:-

“Our vision is to provide a model of care that goes beyond clinical outcomes and will support
patients in a holistic sense taking into account and addressing wiser issues such as housing,
education, and other social issues and health determinants. The network aim is to respect
the autonomy of individual practices, whilst promoting the principle of collaboration between
practices, with the common goal of improving patient care across the network. We will
encourage patient involvement and work together with other local stakeholders in the
development and provision of high quality, holistic and integrated care within LAP 6.”
Since MEEBBB Health took over St Paul’s Way Medical Centre we have commenced a
number of initiatives with local organisations including the Bromley by Bow Centre, Toy
House Library and St Paul’s Way Trust School. Dr Joe Hall the Network Lead for the
Practice has now become a Governor of the school and we are starting to form links which
we believe will help to strengthen both organisations in the future. Ayesha Lulat the Network
Manager meets regularly with other local organisations delivering services in the area in an
effort to build community links and integrated care.

The Practice Staff
There are currently seven GP’s and one Nurse Practitioner.

There are two practice nurses who run routine clinics and some special clinics. The services
they offer include: chronic disease monitoring, immunisation, health promotion, sexual
health, family planning and cervical screening. We provide specialist nurse led diabetes
clinics (including insulin initiation), respiratory clinics (including spirometry), and smoking

There is also one healthcare assistant who offers phlebotomy, CVD checks, spirometry and
new patient checks.

The rest of the practice team currently includes a transitional Practice Manager, a deputy
Practice Manager, four Senior Administrators, notes summariser, patient liaison receptionist,
and eight receptionists including three senior receptionists. Most of the staff are full-time.
The Network offices are located within the practice and the Network staff provide additional
support to the St Paul’s Way team.

The practice outsources cleaning.

Management Structure
Currently the management structure of the practice is under review and it is hoped that the
new Deputy Practice Manager will assist the Practice Manager to provide feedback to the
Board on the optimum use of skills and resources to develop the structure the practice

It is anticipated that the deputy role, reporting to the Practice Manager, will be responsible
for much of the operations management, rotas, staff supervision, premises, etc. This will
ensure that the Practice Manager can concentrate on overseeing and developing the
organisation, strategy and business planning, and GP commissioning.

The Premises
The practice premises are leased from the PCT.

The current premises at St Paul’s Way comprise of a health centre which is being used to
the fullest capacity. Opposite the current premises is a new development, William Cotton
Place in which it is envisaged the surgery will move into in approximately one year. The PCT
is currently completing the business case for this move and the practice is actively engaging
in this process.

Computing and Information Technology
St Paul’s Way uses the EMIS clinical system (hoping to move to EMIS Web in the future).

The practice is connected to the NHS Net and has implemented the “choose and book”
system. Hospital test results are received via GP links and can also be accessed directly
from the hospital via the Internet. No paper notes are used in the consultation and all letters
are scanned on to the computer and diagnoses are coded. The practice has developed
protocols and templates to ensure consistency and quality in the management of chronic
diseases, to achieve high targets.

PC terminals are networked throughout the practice and there is shared access to protocols
and documents, which could be further developed in the future.

Practice Meetings and other Meetings
The Practice has a weekly Business meeting between 11.00am-12.30am on Monday
mornings for the Clinical Leads and Senior Management team to discuss practice business.
The Practice Manager will arrange agendas, take and distribute minutes of these meetings
and implement any actions from the meeting. In the absence of the Practice Manager this
will the role of the Deputy Manager. There are a number of other educational and
operational meetings, including clinical team meetings every Friday 12-2pm, network
educational meetings, network board meetings, and commissioning board meetings.

The practice nurses meet together regularly. The receptionists also hold weekly meetings.
The practice held an externally facilitated teamwork event at St Paul’s Way Trust School in
January 2012 which was an extremely successful event for the whole practice.
                               St Pauls Way Medical Centre

                                    JOB DESCRIPTION

JOB TITLE:                    Deputy Practice Manager

SALARY:                       £32,000 - £36,000 per annum depending on experience

HOURS:                        37.5 hours per week

RESPONSIBLE FOR:              Administrative Team and Reception Team

RESPONSIBLE TO:               The Practice Manager

ACCOUNTABLE TO:               MEEBBB Health CIC

Job Summary:
This post is intended to give the post-holder a wide range of experience and the opportunity
to develop skills in appropriate areas of general practice management.

To be responsible for non-clinical performance and quality standards within the practice,
emphasizing particularly in reception with a goal to reach access targets. The post holder
will be responsible for all aspects of the management and delivery of patient services and to
be the effective link between the practice’s patient services and between management and
staff. This is to include front desk and back office services, as well as assisting and
deputising for the practice manager, and taking a lead on specific projects as and when they

To take an active role in practice finances including the claiming process for work
undertaken as part of Direct Enhanced Serivce, Network Improved Services, and Vaccine
Claims to the Prescription Pricing Authority. Also the post-holder will ensure that the
practice operates in a profitable and cost-effective manner in keeping with the financial
aspirations of MEEBBB Health CIC.
To act as Practice Administrator for the clinical system and as Practice Coordinator for IT
hardware issues, working closely with PCT, EMIS or any other responsible party.

Principal responsibilities - Front desk management
    To provide overall management of front desk services and activities.
    To manage the reception teams, ensuring the reception desk runs smoothly at all
       time, liaising with the Head of Reception, and when appropriate, the practice
    In conjunction with the Head of Reception, to ensure that staffing levels are kept
       adequate. To approve special requests for leave by members of the reception team
       and ensure that practice policies relating to leave are adhered to.
    To devise induction/training plans and supervise the induction/training of new staff in
       reception procedures, and to also provide training in new procedures for all staff.
    To assist with the training and development of the reception teams, including the
       Head of Reception. To identify training requirements, and take a lead in arranging
       suitable sessions for the practice PLT to address any such requirements.
      To be familiar with all reception protocols and procedures in use and in consultation
       with GPs, the practice manager and the reception teams, make efforts to improve
       existing systems and implement new systems as directed by Practice Manager and
      To help new members of the clinical team, including GPs, registrars, locums, nurses
       and medical students become familiar with reception procedures.
      To take responsibility for patient facilities in the waiting room, including health and
       safety matters. To ensure that areas are kept clean and tidy, liaising with the
       cleaners and other relevant staff where appropriate.
      To meet regularly with the Head of Reception
      To be prepared to act as a receptionist on occasions, if the need arises.
      To closely work with the practice manager and clinical staff to try to ensure that
       patients have appropriate access to services at the surgery, and external services
       (e.g. advice, advocacy, language etc).
      To coordinate collection of data for monitoring appointments availability, including
       data for local or national Access projects, and DNA rates. To present the information
       to the practice manager and PCT when needed.
      To work closely with the clinical staff and Practice Manager to enable the
       receptionists to become more advisory in their roles.
      To act as a lead for the practice on Patient Experience initiatives and to work with the
       administrator to conduct patient satisfaction surveys, feedback to patients and patient
       focus groups. Work with the administrator to promote new schemes such as
       pharmacy first.
      To liaise with any patients wishing to complain verbally and to reply to written
       complaints in accordance with our complaints policy

Finance - To assist Practice Manager with: -
    To analyse data relating to enhanced services, extended hours and other
      reimbursable income undertaken by the practice, and to claim for these activities
      within the cut off dates provided. To ensure that all necessary paperwork is returned
      to the PCT or other appropriate agency.
    In liaison with relevant admin staff, to ensure robust processes are in place for all
      target payments to be met, including additional and enhanced services. To liaise with
      practice manager as appropriate.
    To work with the clinical lead on the GP rota to maintain regular sessions in line with
      Access and the KPI’s set for the practice.
    Assist the practice manager with the processing of daily post, e-mails including filing
      and distributing information to specific team members.
    Processing of income and expenditure information including raising invoice’s or
      logging details of money owed as appropriate
    Paying invoices, reconciliation and cash-flow monitoring and forecasting
    To maintain petty cash system. Also to collect incoming cash process and pay into
      bank with incoming cheques
    Getting finances ready for End of Year presentation to accountants and liaising with
      the Practice Accountant as and when necessary
    Maximise income, minimise expenditure and report on finances.

IT support
     Assist in troubleshooting technical problems with the IT systems and software. To be
       familiar with the procedures to be followed in the event of difficulties with the
       functioning of the computer. To liaise with the appropriate authorities in order to
       rectify problems as soon as possible and to keep the team updated as to what is
       happening and when.
      Participate in the planning, development, implementation and monitoring of new
       systems and procedures for patient advice and information. To provide monitoring
       data when needed.
      Play an active role in the development and setting up of new IT systems and in
       response to the changing needs of the practice.

Clinical Governance
     Assist with the administration and completion of non-clinical practice audits.
     Provide administrative support for the completion of audits
     Liaise with clinical staff to identify standard procedures for the data entry to facilitate
       successful audit.

Other Duties
    Deputise for the Practice Manager in the Practice Manager’s absence.
    Overall responsibility of Key Performance Indicators
    Overall responsibility of QOF Targets
    Participate in the recruitment, induction and retention of staff
    Undertake objective setting and annual appraisals
    Ensure IT back up tapes are changed daily
    To be trained in other aspects of practice management, so that cover can be
      provided as necessary
    Other duties relevant to the needs of the practice.
    This is a developing role in a fast changing environment. The post holder would be
      expected to work closely with the practice manager on new developments, leading
      on some and working closely with him/her on others.

   In the course of seeking treatment, patients entrust us with, or allow us to gather,
      sensitive information in relation to their health and other matters. They do so in
      confidence and have the right to expect that staff will respect their privacy and act
   In the performance of the duties outlined in this Job Description, the post-holder may
      have access to confidential information relating to patients and their carers, practice
      staff and other healthcare workers. They may also have access to information
      relating to the practice as a business organisation. 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 practice may only be divulged to authorised persons in accordance
      with the practice policies and procedures relating to confidentiality and the protection
      of personal and sensitive data.

Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety
and security as defined in the practice Health & Safety Policy, to include:
    Using personal security systems within the workplace according to practice
    Identifying the risks involved in work activities and undertaking such activities in a
       way that manages those risks
    Making effective use of training to update knowledge and skills
    Using appropriate infection control procedures, maintaining work areas in a tidy and
       safe way and free from hazards
    Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and
colleagues, to include:

       Acting in a way that recognizes the importance of people’s rights, interpreting them in
        a way that is consistent with practice procedures and policies, and 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-judgmental
        and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as
part of this employment, such training to include:
     Participation in an annual individual performance review, including taking
         responsibility for maintaining a record of own personal and/or professional
     Taking responsibility for own development, learning and performance and
         demonstrating skills and activities to others who are undertaking similar work.

The post-holder will strive to maintain quality within the practice, 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 team’s performance
       Work effectively with individuals in other agencies to meet patients needs
       Effectively manage own time, workload and resources.

The post-holder should recognize the importance of effective communication within the team
and will strive to:
    Communicate effectively with other team members
    Communicate effectively with patients and carers
    Recognize people’s needs for alternative methods of communication and respond

    This job description is intended as a guide to the main tasks involved in the post and not
    as an exhaustive list of duties and responsibilities. The post-holder may be required to
       undertake other duties appropriate to their grade, which is not listed above, at the
                                 direction of the practice manager.

       This job description is subject to amendment and may change from time to time after
                                  consultation with the post-holder.
                         ST PAULS WAY MEDICAL CENTRE
                                 PERSON SPECIFICATION

                              DEPUTY PRACTICE MANAGER

                 Essential                                 Desirable

Academic/              Educated to degree level or             Relevant HR, management,
Vocational              equivalent, or ability to                or finance qualification.
Qualifications          demonstrate aptitudes and
                        attitudes at this level.
                       Evidence of continuing
                        professional development.
                       Previous management or
                        supervisory experience.

Skills,                Experience of working in a              Experience of working with
Abilities               general practice.                        a partnership or small
&                      Excellent interpersonal skills.          business management
Competencies           Leadership skills.
                       Proactive innovative thinking           Experience in using EMIS
                        and planning                             LV clinical software.
                       Superb communicator (verbal               Formal qualification in IT
                        and written).                            (e.g. CLAIT, ECDL)
                       Confident to manage sensitively         Financial management
                        “upwards”.                               including managing
                       Successful and motivating                budgets and providing
                        people manager.                          forecasts.
                       IT skills and working in an IT-         Ability to prepare business
                        dependent environment.                   cases and represent the
                       Resource and facilities                  practice.
                        management skills.                      Knowledgeable about
                       Familiarity with employment law          recruitment, staff training
                        and best employment practices.           and staff motivation
                       Awareness of health & safety            Experience of staff
                        and risk management.                     appraisals, handling
                       Customer-care skills and ability         grievance and disciplinary
                        to deal with the public.                 issues
                       Excellent time management               Knowledge of bookkeeping
                       Change management Skills                 and management accounts
                       Evidence of the ability to grasp        .
                        new concepts and work on a
                        self-directed basis
                       Familiar with email and the
               Experience in dealing with
                external organisations at
                management level

Personal       Professional, personable and          Evidence of organizational
Qualities       approachable.                          skills
               Good listener and empathiser.         Previous experience in an
               Able to manage time and                analytical role.
                delegate effectively.                 Evidence of recent self-
               Able to solve problems.                directed learning or
               Able to manage conflict.               development.
               Good networker.                       Familiarity with a variety of
               Enthusiastic with energy and           windows-based software
                drive.                                 and windows / network
               Hard working, reliable and             environment
               Adaptable, flexible and forward-
               Self-motivated and able to work
                with minimal direction.
               Evidence of team working
               Tact and diplomacy.
               Honest, caring and sympathetic.
               Good sense of humour.
               An inspirational role model.
               Good sickness record
               Good communicator (verbal &
                written) both upwards and

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