We are seeking a dedicated and experienced Quality and HR Support Manager to join our busy practice team. The ideal candidate will play a pivotal role in supporting the Practice Business Manager to ensure that there are robust quality management, HR and Health and Safety processes in place.
Main duties of the job
To support the Practice Business Manager with Human Resources (HR) within the practice; Support our safe environments by supporting Health and Safety (H&S) and our safe working practices; Foster a culture of learning by effectively managing complaints, compliments, and learning events ensuring timely responses, thorough investigations and continuous service improvements; Follow existing robust processes to investigate all complaints and comments thoroughly. Identifying clear action plans which can then be monitored and audited to ensure change
About us
The Practicehas a very clear objective of wanting to provide patients with the highestpossible standard of primary healthcare; not only medical care, but also interms of health information and awareness, the community from which theydeliver their services and in the Clinician/Patient relationship.
The Partnersare proud of the services they provide and their excellent reputation. Theseare all delivered from a purpose built one stop health centre, completed in2006. The Centre now houses Medwyn Surgery, as well as an Occupational Healthservice, Private travel clinic, physiotherapy, podiatry, community staff,conference facilities, a pharmacy, audiometry and a range of services deliveredby a number of sessional medical practitioners.
Medwyn is partof Dorking Primary Care Network. This consists of 4 Dorking practices that havea proven track record of successfully working together collaboratively andeffectively for the benefit of patients and the wider community.
Medwyn Surgeryserves around 14,000 patients and this is rising steadily.The practice is wellestablished in terms of computerisation. The Partners consider themselves to beinnovative. The clinical and appointment system used is SystmOne.
Job responsibilities
To support the PracticeBusiness Manager with Human Resources within the practice. Duties to include:
* Completemonthly NHS workforce census.
* Co-ordinaterecruitment and on-boarding of staff ensuring that all HR checks are in placeand recorded on Teamnet.
* Planand oversee induction of all new staff in line with practice induction policy.
* CreateHR documentation as and when required.
* Supportother HR functions to include; return to work interviews; annual leavecalculation and adjustments; creation and management of staff related riskassessments; annual HR staff compliance; ensuring all HR information is up todate; statutory and mandatory training for all staff and the management of newstaff probation periods.
* Workalongside the Practice Business Manager to ensure that all job descriptions arestandardised and updated annually, policies and procedures are up to date.
* Overseeand co-ordinate other relevant HR processes and procedures.
* Ensureappraisals take place annually and are linked to organisational targets.
* Overseethe practice whole team CPD development plan identified from learningidentified in staff appraisals. Monitorcompletion of training by all staff.
* Ensureall staff have mentors in place and are supported in line with practice policy.
* Draftjob plans for clinical staff for approval.
Support our Safeenvironments by supporting Health and Safety (H&S) and our safe working practices:
Toassist the Practice Business Manager by ensuring that Health and Safetyprocedures are embedded through the Surgery, to include:
* Manageand co-ordinate the practice risk assessment register, ensuring that risk assessmentsare updated when required.
* Carryout annual health and safety audits ensuring they are fully compliant withHealth and Safety legislation.
* Co-ordinatestaff engagement in Health and Safety management and activities.
* Manageand update relevant staff risk assessments relating to HR including working atheight, slips trips and falls, lone working, stress, maternity, manualhandling.
* Ensureall H&S related policies for HR are in place.
Foster a culture oflearning by effectively managing complaints, compliments, and learning events ensuringtimely responses, thorough investigations and continuous service improvements:
Tosupport the Practice Business Manager with the management of complaints,comments and compliments to the practice.Duties to include:
* Followexisting robust processes to investigate all complaints and commentsthoroughly. Identifying clear actionplans which can then be monitored and audited to ensure change.
* Toreceive and log all complaints and comments ensuring that an acknowledgement issent to the patient within three working days.
* Workalongside the Complaint Lead to oversee, co-ordinate and investigate thecomplaint ensuring that all information is collated and reviewed.
* Draftthe final complaint letter for approval by Complaint Lead.
* Recordall complaints in the practice complaints log.This will included coding the complaints to ensure that there is aprocess for identifying themes and keeping a log of all changes made topractice.
* Workwith the Practice Business Manager to complete the annual NHS complaintssubmission.
* Carryout service audits as a result of complaints to identify successful changes topractice and improvements where needed.
* Oversightand investigation of learning events for the practice ensure that follow-upaudits are completed.
* SupportPractice Business Manager in the feedback to Multidisciplinary Team (MDT) andthe practice of learning, training and changes to practice.
* Supportstakeholder engagement and culture.
Other duties:
CQC compliance:
* Supportthe Practice Business Manager in compliance for CQC for all health and safety,learning and safe.
* Workalongside the Practice Business Manager and Admin Manager to support wellbeingstrategies for staff.
Future planning:
* Activelyparticipate in the preparation and update of the practice business plan andpractice aims and objectives.
Confidentiality:
* Inthe course of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and othermatters. They do so in confidence andhave the right to expect that staff will respect their privacy and actappropriately.
* Inthe performance of the duties outlined in this Job Description, the post-holdermay have access to confidential information relating to patients and theircarers, Practice staff and other healthcare workers. They may also have access to informationrelating to the Practice as a business organisation. All such informationfrom any source is to be regarded as strictly confidential.
* Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the Practice may only be divulged to authorised persons inaccordance with the Practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.
Equalityand Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
* Actingin a way that recognises the importance of peoples rights, interpreting themin a way that is consistent with Practice procedures and policies, and currentlegislation
* Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behavingin a manner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.
Personal/ProfessionalDevelopment:
Thepost-holder will participate in any training programme implemented by thePractice as part of this employment, such training to include:
* Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development
* Takingresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar work
* Undertake/ participate in the annual appraisals of staff in the team including theirPersonal Development Plans.
Person Specification
Experience
* - Good standard of education with excellent literacy and numeracy skills
* -Experience of working with the general public
* - Experience of human resources/line managing staff
* - Experience of compliance ensuring that high standards are met in a previous role.
* - Experience of writing complex and detailed letters/documents.
* - Experience of following and implementing policy
* - Excellent communication skills (written, oral and presenting)
* - Excellent writing skills - experience of writing complex and detailed letters/documents
* - Excellent organisation and management skills
* - Ability to analyse and dissect information clearly.
* - Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
* - Effective time management (planning and organising)
* - Ability to have difficult conversations.
* - Ability to network and build relationships
* - Proven problem solving and analytical skills
* - Ability to co-ordinate and monitor policy and procedure
* - Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
* - Polite and confident; logical and inquisitive mind; flexible and co-operative; excellent interpersonal skills; motivated and proactive; ability to use initiative and judgement; forward thinker with a solutions focused approach; high levels of integrity and loyalty; sensitive and empathetic in distressing situations; ability to work under pressure; confident assertive and resilient; ability to drive and deliver change effectively.
* - Human resources training
* - Health and Safety training and experience
* - Experience of working in a health care setting/NHS/Primary Care
* - Experience of human resources management and processes
* - Experience of successfully developing and implementing projects
DBS Check
* - Clear DBS
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.
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