The Lighthouse Medical Practice
JOB DESCRIPTION
Job Title:Administrationand Operations Site Manager (ADOPS)
Responsible to:The Senior ADOPs Manager and Managing Partner
Accountable to:Managing Partner
The Lighthouse Medical Practice is a Partnership operating from two sites. The Practice cares for around 15,000 patients and has been approved for GP and medical student training. The Practice has a firm commitment to offer an excellent standard of care to its patients and our aim is to develop local, modern health services so they can be treated, close to where they live.
Job Summary
The ADOPs Manager is the lead person providing daily support and guidance to all clinical and non-clinical staff on site. You are responsible for ensuring the daily work is completed and that thesite administration and operations run smoothly.
Further you must ensure that all patients receive the highest level of sympathy, understanding, guidance and help when in contact with the Practice either by attendance in person or by telephone.
You will have to ensure that total confidentiality is maintained and that no information about patients, either medical or personal, is disclosed to persons other than those employed by, or attached to, the Practice for which such information is relevant.
The ADOPs Manager must co-ordinate and control all site activities with a focus on reception and administrationto ensure the highest possible level of efficiency and maximum job satisfaction for the personnel for whom they are responsible.The ADOPs focus is also to ensure that a congenial working environment is maintained at all times teach good practise skills and make all staff feel confident in their work.
ADOPs are responsible for managing the day to day site administration and operations within the policies written by the Managing Partner and they need to keep theManaging Partner informed of suggested changes to working procedures, and any problems that may occur.
Good communications are extremely important within the Practice, with patients and with outside agencies and as an Adop Manager you will be expected to help ensure that everyone who comes into contact withthe Practice holds it in high regard. Absolute discretion is required in protecting patient confidentiality.
Key Responsibilities
To be on site between the hours of 8am and 6pm (with an hours lunch break) and manage the smooth running of the administration, operations, staff, site and patients. Further making sure that the clinical staff can carry out their work with minimal disruption, maximum support and that the patient experience on site is as smooth as possible.
Staff Management
Apply Practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
To undertake with the Managing Partner,Recruitment Agency any interviews for reception staff and administration staff.
To use the induction template and help to plan inductions and to facilitate the smooth transition of staff joining the Practice including implementing new staff inductions.
In the absence of the Senior Adops or Managing Partner to take staff calls relating to absence and report to the Senior Adops/Managing Partner
To recommend to the Managing Partner using Practice training guidelines, any on-going training for self and staff and assist in any staff training.
To train new staff in line with guidance
Liaise with the Senior Adops/Managing Partner concerning staffing and organisation of work.
To ensure that any issues relating to probationary periods are alerted to the Managing Partner immediately and ensure that they are involved in any difficult reviews.
To give feedback and recommendations to the Managing Partner about staff in their probationary period.
On instruction of the Senior Adops Manager ensure adequate staffing levels in the reception/administration team.
To make the Managing Partner aware of any workforce planning and work flow issues.
To carry out routine probationary reviews and appraisals if required and or to provide timely feedback on these areas.
To carry out any routine Return to Work interviews for all reception, secretarial and administration staff and refer any complex issues to the Managing Partner.
To manage holiday cover and overtime within guidance and budgets from the Senior ADOPS Manager.
Organisational Administration
To take on administrative tasks from the GPs that help in the smooth running of patient care such as phone calls and letters. (See Appendix A)
On instruction or in the absence of the Senior Adops Manager,make any alterations to the appointment system relating to clinic changes for GPs, Locums and Registrars for days off, absences and clinic time changes
Manage the room bookings for the sites and ensure that GPs, staff and patients can locate rooms and clinical staff. This is done with consultation from the Nurse Lead and the Practice Spreadsheet.
To follow the daily work plan relating to the site on which you are working and complete all the tasks in the timeframe specified.
Complaints
To ensure that posters, leaflets and forms relating to complaints and feedback are visible and available to patients
In conjunction with the Patient Liaison leads, ensure that any issues relating to patients including complaints are resolved immediately and where necessary documented and managed via the Practice Complaints Policy. If unresolved to ensure that complaints are forwarded to the Senior ADOPS Manager and/or the Managing Partner
Communicate changes to policy and procedure to staff
To attend and input into the annual complaints meeting
Health and Safety and Buildings
To work within Practice policies and protocols to ensure the smooth running of Health and Safety and Fire procedures and to assist in promoting and maintaining your own and others Health & Safety ensuring that any hazards in your working area are reported immediately to your line manager
To remain fully trained (as appropriate to your role) in Health and Safety at all times.
To act as site Health and Safety Officer on a daily basis including a daily site inspection for H&S, Infection Control, Cleaning and Fire issues
To complete any on site Health and Safety risk assessments and report them to the Senior ADOPS and Health and Safety Manager
To ensure that Fire Wardens and First Aid Officers logs are maintained.
To inform the Senior ADOPS Manager, Infection Control Lead, Managing Partner and/or the Health and Safety Manager of any Health, Safety, Infection, Cleaning, Maintenance or Fire issues.
To recommend changes to procedure, adjustments or purchases that need to be made as a result of any risks or assessments.
To carry out weekly Fire alarm testing and yearly evacuations in accordance with Fire Policyand ensure that regular checks are carried out on the fire alarm.
To work with the Senior ADOPS Manager on Health & Safety Audits and Risk Assessments.
Liaising with the cleaners to ensure a high standard of cleaning for the premises with advice from the Infection Control Lead.
Any other issues related to Health and Safety, Fire and buildings.
To liaise with the Managing Partner and Practice Administrator and where appropriate arrange for contractors to carry out any immediate and necessary repairs needed to the premises. Ensurethat these items are recorded and followed through
To ensure that the waiting room is a safe environment and to report any issues that cannot be resolved to the Managing Partner
To arrange to meet with or telephone contact the Patient Forum members once a week who are in charge of waiting areas at both sites to assist them on site issues.
IM&T
To attempt to assist GPs and staff on site with computer issues by reporting, chasing and maintaining written details of all faults CCG, EMIS, Docman, Patient Partner, Jayex or Touchscreens.
To liaise with IM&T leadsas necessary.
Other Administration
To follow the work plan for the weekly and monthly duties and ensure they are completed in the timeframe specified.
Continually assess and evaluate systems recommending changes and improvements to the Senior ADOPS Managerand Managing Partner as appropriate.
Ensure Practice policies are followed and accurate records are kept with particular reference to: appointments, visits, queries, patient registration, repeat prescriptions and filing systems.
To ensure that EPS is managed appropriately.
Deal with more complex enquiries from patients and outside agencies.
In the absence of the Senior Adops Manager and on instructions from the Manager Partner, arrange staff cover for holiday and sickness.
In partnership with the Senior Adops run a monthly staff site Reception and Secretarial meetings ensuring an agenda is supplied, minutes taken and distributed and action points followed through
To attend any other monthly Practice Team meetings which may include Nurse meetings, Patient Forum, Significant Events and Management Meetings and to carry out any action points from the meeting.
To organise a handover of your work during periods of absence.
Ensure patient notices and phone messagesrelating to Practice closures are displayed appropriately.
Communicate effectively with other team members, patients, carers and recognise people’s needs for alternative methods of communication and respond accordingly.
Recording of deaths and facilitate advising appropriate organisations that a patient is deceased.
To ensure that the reception, administration and secretarial teams are working well together and to deal with any issues or potential issues between staff members and report them immediately to the Managing Partner.
To maintain the reception staff extended hours rota and make any adjustments.
Collation of Information
Support the Practice team in achievement of keeping medical records updated by ensuring the following:
Collation of patient information using Emis Web medical information system.
Assist with the management of disease registers (where appropriate)
Maintaining quality and accuracy of all data input.
Working Environment
Carry out routine checks to ensure your work station is clean and tidy at the start and end of your shift.
Ensure all equipment in your work station is operational and up to date and report any issues to your line manager.
Ensure that confidential patient information is stored and handled according to protocol and report any concerns to your line manager.
Confidentiality
Ensure patient and Practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols.
Performance/Professional Development
To participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.
To participate in regular appraisal meetings.
To participate in regular team meetings.
Equality & Diversity
To support the equality, diversity and rights of patients, carers and colleagues according to Practice protocol.
Working with Patients
To work in partnership with our patients to help them achieve better health outcomes.
To offer a polite, friendly and efficient level of customer service to all our patients.
Dignity and Respect
To treat patients, colleagues and visitors with dignity and respect at all times.
Feedback
To listen to feedback from patients and colleagues whether this be a complaint, comment or compliment and if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice ADOPS Manager.
CQC
To work within the guidelines set byCQC to ensure that the Practice is safe,efficient andprovides the best possible care for patients.
To offer suggestions to the Managing Partner on how we can improve, progress anddevelop allprocesses relating to CQC.
Any Other Duties
Any other duties as may be determined by the Senior ADOPSManager, Managing Partner and GP Partners.
Post holder signature……………………………………………………………….
Management signature……………………………………………………………….
Date……………………………………………………………….
Adops Work Plan
Daily Checklist – Ian Gow – Before 9.30am – and as ordered below
- Site walks and complete checklist actioning any issues.
- Allocation of docman workflow
- DNA’s
- Check visits
- UPA
- Voicemails
- Check cleaners communication book
- Site maintenance
Daily Checklist – College Road – Before 9.30am – and as ordered below
- Site walks and complete checklist actioning any issues
- Lab links
- OOH documents
- GP2GP
- Emis cleansing
- Voicemails
- Site maintenance
- End of day docman workflow
Weekly Checklist
Health and Safety check at College Road (dependent on which Adop is on site) to include:
- Fire alarm check
- Extinguisher check
- Disabled toilet alarm check
- Emergency lighting check
UPA – KATE/KATRINA
Appointments/Shinewater Dates – CLAIRE
Monthly Checklist
Task / AdopUPA / Kate
Out of Area searches / Kate
Translator checks / Kate
Little Green Button test / Claire/Kate
Email verifications / Claire
Run list size search and send to Andrew / Claire
Updated Jan 16–AMS/CLC