Role

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Role Qualities of a Practice Manager

• Abi, Peter Fyodor
• November, 2006

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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

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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

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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

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• 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.

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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

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Practice Administration

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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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Top 20 Issues in Practice Management
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Bottom 21 Issues
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A humorous look at the role by Practice Managers
themselves
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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) .....

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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.

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Thank you!!!