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 the plumber 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!!!