Role & Qualities of a Practice Manager

1. Role & Qualities of a Practice Manager Abi, Peter & Fyodor November, 2006

3. Why become a practice manager? • It's a unique job helping to provide primary care health services to the local community • It's a people job: working with people, for people • It's a team job working alongside doctors, nurses, administrative staff and others • It's a job that is growing and developing to keep pace with changes in how primary care is organised

5. Qualifications • The Diploma in Primary Care Management (DPCM) is the only nationally-recognized qualification designed specifically for practice managers. • The course is workplace-related and open to people already working in health or social care, or people with more general management experience

7. The Course • Module 1 - Manage Ethics and Medico Legal Requirements • Module 2 - Manage Staff • Module 3 - Manage Processes and Patient Services • Module 4 - Manage Healthcare Resources • Module 5 - Manage Data and Communications in a Healthcare Selling • Module 6 - Business Project

8. AMSPAR – the association of medical secretaries, Practice Managers, Administrators and Receptionists. • AMSPAR is an Awarding Body, recognised by the Department for Education and Skills. A range of qualifications is offered, suitable for delivery as either full or part time study programmes.

9. The personal attributes of the Practice Manager • Excellent leadership, organizational and communication skills, and an ability to work with people on all levels • Building a team atmosphere • Information management skills, and backed up by good IT literacy • Ability to work under pressure and prioritize work • Respect for patients and confidentiality • Tact and diplomacy • Interest in both healthcare delivery and business management. • Managing change

11. Practice Administration • Practice organization • Staff management • Strategic Activities • Patient welfare • Management of practice finances • Health and Safety • Management of Premises

13. PRACTICE ORGANISATION • Plan, coordinate and monitor staff activities to enable efficient services to be offered to patients. • Ensure the reception area and appointments system is working effectively. • Plan, coordinate and provide workforce rotas, making sure there is adequate cover for absence. • Initiate effective communication channels between the whole team. • Manage the ordering of stationery, equipment, medical supplies, furniture and fittings etc. • Provide assistance to doctors in non-medical procedures when required. • Ensure that medical records, repeat prescriptions, disease registers and electronic records are accurate, up-todate,and that prescribing data is monitored.

15. MANAGEMENT OF STAFF • Provide the full range of personnel management services including: recruitment, supervision, training, welfare, health and safety. • Ensure employment contracts, job descriptions and all necessary documentation are drawn up. • Implement systems for performance reviews and GP appraisal/revalidation. • Facilitate collaborative and multi-disciplinary team working and motivate staff. • Advise on all aspects of employment law, pensions, Data Protection, and health and safety at work. • Plan, develop and monitor the induction and training provided to GP Registrars. • Ensure disciplinary and grievance procedures are in place.

17. STRATEGIC ACTIVITIES • Manage the practice in line with the aims and objectives agreed with the partners; ensuring that the business strategy is completed. • Manage change brought by internal (i.e. the need for a new partner) or external (i.e. new legislation) sources. • Initiate and participate in new policies and procedures within the practice. • Act as the focal point for communication, liaising between the practice team members and the PCT. • Collect statistics, prepare reports and undertake research as required.

19. PATIENT WELFARE • Plan, develop and implement systems to ensure adequate provision of services to patients. • Deal with patient enquiries and complaints, and promote patient satisfaction. • Implement systems for the collation and dissemination of patient advice and information. • Liaise with outside contacts (i.e. Health Authorities) related to the provision of patient services.

21. ADMINISTRATION OF PRACTICE FINANCES • Manage the administration of the staff payroll, NI contributions and pension scheme. • Administer and reconcile all practice income and expenditure by managing: the maintenance of the accounts books; the control of accounts sent and invoices received; the petty cash; and the year-end preparation of accounts. • Financial forecasting and cash flow. • Ensure submission of claims and check receipt of payments to and from the Health Authority. • Liaise with accountant, bank manager and Health Authority. • Manage the profitability of the practice, especially through the attainment of quality points.

24. HEALTH AND SAFETY • Ensure compliance with legislation relating to health and safety. • Develop and implement health and safety policies and procedures in the practice. • Provide direct training on health and safety procedures for all members of the practice team. • Ensure premises and staff insurance is maintained. • Ensure all accidents and/or dangerous incidents are recorded and investigated.

25. MANAGEMENT OF PREMISES • Ensure adequate cleaning, maintenance, and general security of the premises. • Provide staff training in all necessary areas of premises maintenance. • Arrange for repairs, replacement or necessary decoration; and supervise any building maintenance. • Ensure that excellent hygiene standards (including infection control) are maintained in the building and waste disposal coordinated.

27. Top 20 Issues in Practice Management

29. Bottom 21 Issues

30. A humorous look at the role by Practice Managers themselves

32. A good Christmas present for a newly appointed Practice Manager?!? • The thick skin of a Rhino • The wisdom of Solomon • The patience of Jobe • The speed of Superman • The mathematical brain of Carol Vorderman • The multi-tasking of Microsoft • The legal brain of the Lord Chief Justice • ... and, I nearly forgot .... the screwdriver of the electrician, the wrench of theplumber and the brush for sticking up (whatever) .....

34. Continued • A circus juggling course would be good - so she/he can keep them all in the air without dropping one!! • No point - whatever you get him he won't have time to use it. • A shredder ........? • A magic wand, an extra set of arms and ears, and diplomatic immunity may be a start! • A large box of tissues for counselling staff, doctors, patients, etc. • A good sense of humour, and a 'Do Not Disturb' sign • A light fitting- 'cos she/he'll feel the need to hang himself from it frequently.

36. Thank you!!!