Holland Park Surgery
73 Holland Park
London W11 3SL
Practice Profile
Holland Park Surgery was established long before the onset of the National Health
Service in 1948. The practice premises at that time were located in Palace Gardens
Terrace (in central Kensington, just to the north of Kensington High Street).
There are three doctors in the Holland Park Surgery partnership. Dr Hooker and Dr
Bloom joined the practice in 1988, followed by Dr Bavani in 2001. In addition, three
GP assistants work at Holland Park Surgery on a permanent basis.
The practice population is extremely diverse, coming from all social, economic and
ethnic backgrounds.
Our aim is to promote and deliver high quality, effective and comprehensive primary
health care services to the highest available standard for all individuals from a
friendly and supportive environment. We see our relationship with our patients as
‘partners in their care’. We operate an ‘open list’ and register all patients who are
resident in our catchment area who are eligible to receive NHS treatment. Our list
size at January 2014 was just under 9,000 patients.
Holland Park Surgery provides Personal Medical Services (PMS). This allows us to
plan and deliver excellent clinical care focusing on the needs of the local population.
Some of the additional services we offer are:
 Minor Surgery
 INR Monitoring


Nurse Led Diabetes
Care of Two Nursing Homes
An essential part of our ethos is centred on education, training and development.
As a training practice we undergo a rigorous inspection every 4 years. The next visit
is due in November 2015. Each year we appoint between 2 and 3 GP registrars, who
are qualified doctors undertaking their vocational training to become general
practitioners. Dr Bloom, Dr Hooker and Dr Bavani are qualified GP trainers/clinical
supervisors.
We are actively involved in undergraduate teaching. Throughout the year we provide
teaching to medical students from Imperial and Kings Colleges in their 3 rd, 4th and
final years of study.
The practice is working closely with WLCCG as an “early adopter” of Whole Systems
Integrated Care (WSIC). Dr Hooker is taking a lead role in developing WSIC (on
behalf of WLCCG and local practices). The team at Holland Park Surgery is keen to
innovate and we have responded enthusiastically to a number of important local
initiatives including: Putting Patients First (PPF), Commissioning Learning Sets
(CLS) and participation in a Network Learning Forum (NLF). We have recently
installed video conferencing equipment that will enable teleconferencing (hosting).
We have an expanding multidisciplinary Primary Health Care Team that is geared to
embrace the challenges of an ever-changing environment focusing on high quality,
patient centred care. Recently, we have appointed a “Primary Care Navigator (PCN)”
who is able to provide invaluable support, in particular, to frail elderly patients and
their families.
The current premises have been continually adapted and expanded, but it is clear
that, with increasing patient numbers, changes in clinical practice and a desire to
respond effectively to patient needs the practice had to move.
New premises were sought and after 2 years of negotiation with NHS England the
practice will be relocating to the Lower Ground Floor, Kensington Central Library,
Phillimore Walk, London, W8. Builders are currently on site and there is a
provisional end date of April / May 2015. This is a very exciting time for the practice.
Holland Park Surgery Current Workforce
An Example of
Current
Workforce Team 2014
The Partners
3
3 GP Registrars &
1 FY2
Head of Operations – IT
& IG
1
GP Assistants
3
Administrative Support
Staff
5
Practice Business Manager
Locum GPS
1
3
Nurse Practitioner/Manager
1
Temporary Nurses 2
Temporary Phlebotomy 1
Reception Line
Manager
Practice Nurses 2
HCA 2
1 (maternity)
1 (TBA)
1
Receptionists
3
Scanner/workflow/Care
planning co-ordinator
1
Temporary
Receptionists
Global /Global/TPP
We have a large work force with a mix of permanent and temporary staff both from
the clinical and non –clinical perspective. Due to the constraints of our current
premises we have deferred are recruitment plans until after our relocation so that a
full workforce plan can be undertaken tailored to the needs of the new premises and
service provision.
This opening has come about due to the relocation of our current Practice Manager
who leaves us after 16 years of service.
Post Profile: an outline
The principal areas of managerial responsibility, together with the qualities we are
seeking can be viewed in the job description and the person specification. The post
holder is responsible for managing the work of non-clinical staff to ensure the quality
of reception, clinical services and service delivery across the practice. He /she will
have delegated responsibility for management of the Practice, remaining
accountable through regular reporting, so clinicians are available to concentrate on
clinical care. The need to ensure that the practice is financially efficient, and has
well-trained, well-motivated staff is as important as ensuring the continuing provision
of good patient care. A versatile manager is today an essential part of a successful
practice. The successful candidate will need to be financially astute, well-organised,
highly motivated and demonstrate excellent interpersonal and HR skills to manage
the team.
The partners are looking for someone to be proactive and plan for the future,
maximising the practice’s potential in relation to business, finance and premises. We
are looking for someone to grasp the opportunity to build a strong cohesive team and
the partners are keen for the successful applicant to demonstrate robust leadership
and management skills which will ensure a positive team spirit and practice ethos. It
is expected that the newly appointed manager will be comfortable looking
strategically, exploring new ways of working, suggesting options for change and
working with the partners to implement these and manage the practice accordingly.
Every opportunity for training will be given to help the incoming manager develop the
necessary skills and knowledge to undertake this role to the best of his/her ability.
An understanding of current NHS initiatives will be helpful, however the NHS is
changing rapidly and the introduction of new ideas and methods from outside the
NHS presents an attractive proposition to the partnership. The partners will require
the new practice manager to help facilitate the development of links with
neighbouring practices in order to maintain, develop and redesign service provision
with regard to potential options for future provider roles in the commissioning
landscape. In addition to adapting the practice to continue to meet the demands of
providing high quality patient care, the manager will need to ensure that the practice
is compliant with all aspects of health and safety, employment legislation and CQC
(Care Quality Commission) requirements.
The partners are looking to appoint a strategic thinking manager to take forward and
contribute to the ideas of the practice team. The manager is seen as a key member
of the team and will be expected to demonstrate leadership qualities from within the
team, achieving goals and targets using a combination of personal involvement,
motivation of other staff and delegation when appropriate. The successful candidate
is likely to be a strong individual who is willing and able to take an active role
alongside the partners. Strategic decisions are made democratically by the partners
at monthly business meetings and quarterly strategic focus meetings.
Job Description
Key areas of responsibility:
Policies, Planning & Procedures
•
Regular reviews of the organisation and developments within and outside the
practice which will impact directly and indirectly on the practice. This will include
involvement in local and national agencies which formulate and/or influence primary
health care strategy
•
Assisting the partners in the setting and maintenance of practice objectives,
through advising on and ensuring their implementation
•
Leading on the development of the practice’s income and resources. This will
include leading on the achievement of quality standards under the GMS contract, to
ensure the practice’s income, through the QOF and enhanced services targets, is
maximised. Strategies, both long and short term, in maximising income and
minimising expenditure will be required
•
Leading the practice through GP commissioning and Care Quality
Commission registrations
•
Maintain and update as required all relevant Health and Safety legislation,
ensuring the surgery is compliant with e.g. CQC
Finance
•
Ensuring the provision of financial advice and proper accounting by liaising
with the practice’s financial advisors including the practice’s accountant and bank
manager on a regular basis
•
Developing initiatives with the team of administrators to maximise income and
control expenditure which will include containing costs within agreed performance
standards
•
Maintaining an appropriate system of financial accounting and control
•
Managing the cyclical system of budgeting and forecasting to meet the
practice’s medium to long term needs
•
Advising the partners on the implications for the practice of any proposed
changes being implemented from outside e.g. from the CCG
•
In conjunction with the finance partner, managing the provision of practice
finances, ensuring that the partners can have access to an accurate view of the
practice’s financial standing. Ensure financial controls are in place to maximise
income, produce action plans/remedial plans in response to opportunities/gaps
•
Ensuring that all “target” and QOF areas of clinical work are fully exploited, by
auditing such fees earned and comparing against national averages to monitor
performance
•
The accurate processing and monitoring of all receipts and payments
including staff remuneration
•
Insuring the submission of accounts for all non-GMS work. Monitor insurance
policies and ensure payments are kept up to date
•
Reconcile quarterly statement of income against Practice records, analyse
information, address all financial inconsistencies, suggest and implement remedial
action plan in response to identified underperformance
Personnel Management, Human Resources and Team Development
•
Overall responsibility for all employed staff and also for supervising the
organisation of the administrative and clinical patterns of work undertaken within the
practice
•
Review effectiveness of all staff meetings, chair and co-ordinate the agendas,
ensure implementation of action points
•
Undertake detailed workload analysis for all staff, arbitrate on issues of
workload
•
Co-ordinate the recruitment and selection of Nursing, Administrative /
Reception staff
•
Forecast Practice staff training needs, organise and co-ordinate in-house
training, ensure induction of all new staff, identify and facilitate appropriate external
training
•
Keep up to date with employment legislation and ensure that all Practice
Policies and paperwork (including contracts) comply with statutory requirements,
make recommendations for amendment as necessary and promote good
employment practicees

Manage Practice discipline and grievance procedures for Reception,
Administrative and Nursing staff in consultation with the GPs. Ensure that the
practice personnel are clear as to the practice’s overall purpose and aims, and their
terms & conditions of employment
•
Design and implement staff appraisals procedures for all non-clinical staff,
promote opportunities for mentoring and encourage staff to reach maximum potential
within the opportunities afforded
•
Ensure that the practice is staffed and resourced within the budget by a team
with the appropriate skills, experience and commitment to provide it with the
professional, technical, administrative and inter-personal expertise it requires
•
Develop the practice team ensuring, with the partners, that the practice
functions as an effective and cohesive group of people; this will also involve advising
the partners in the role of practice and team work and that time is used appropriately
and cost effectively
•
Ensure that the disciplinary procedure is followed when necessary
•
Review of the remuneration of staff and the reward systems for staff, with the
partners, on an annual basis
•
Ensure all clinical staff are appropriately indemnified for their roles within the
practice
Premises & Equipment
•
To advise the practice in making full and effective use of its premises,
equipment and stock including overseeing that the purchase and control of supplies
and equipment and the maintenance of the buildings meets the current and future
needs of the practice
•
Effect and maintain insurance policies: public and third party liability,
employers’ liability, premises and equipment
•
Devise and maintain systems for ensuring adequate stocks of stationery,
clinical and other supplies, review on a regular basis to maximise cash flow
efficiency
•
Plan and monitor premises maintenance and cleaning services
•
Ensure adequate premises security, test and review regularly
•
Identify potential problems/hazards and implement risk management, ensure
practice complies with Health and Safety Legislation through responsibility for the
practice policy, disseminate policy to all users of the premises
•
Take the lead for the Practice on overseeing project management of
equipment or premises upgrade or move, liaise with outside professionals as
required, plan finances and timing
Practice Representation
•
Manage reception and services to patients; evaluate service in line with best
Practice Guidelines. Facilitate speedy and accurate communications between all
members of the practice team and external organisations and agencies
•
Promote and foster team work throughout the practice and ensure that
consultation and delegation are undertaken appropriately
•
Promote the practice and its services to both its patients and the wider
community, ensuring that the practice booklet, website and social media are updated
•
Consolidate links with community organisations and other local resources,
establish and maintain patients’ participation in the Practice. Ensure that both
patients and staff perceive the practice as a responsive, fair and caring organisation.
Attend and represent relevant meetings held outside of the surgery for the benefit of
the surgery
•
Deal with patient complaints with sensitivity, confidence and speed, using the
practice’s complaints procedure, as appropriate in liaison with the partners and
monitor levels of patient satisfaction in accordance with QOF/enhanced services
Information & Management Technology
•
Develop the practice’s management and computer systems and become
familiar with core programs such as SystmOne, CQRS, GPES
•
Be aware of relevant legislation including knowledge of The Medical Reports
Act 1998, the Data Protection and Freedom of Information Acts, and the Caldicott
Report
•
Establish requirement for computer searches and reports, ensure completion
and appropriate reporting mechanisms, review and undertake necessary action
•
Oversee all systems for data security and protection, including back-up,
ensure compliance legislation
•
Analyse and reconcile output of GP claims including QOF data, ensure timely
production of reports, liaise with external agencies as necessary
•
To manage the upkeep of the Practice website, NHS Choices profile and
social media accounts used to promote the practice
Clinical & Partnership Issues
•
Lead, co-ordinate and delegate the drawing up of GP/clinical staff rotas to
maximise use of available clinical time.
•
Ensure full involvement of locums working in the Practice, co-ordinate good
employment practice, identify need for locum staff and organise recruitment,
selection and induction.
•
Co-ordinate partnership business meetings, provide secretarial support,
implement and review actions. Be responsible for ensuring the accurate minutes of
such meetings
•
To review with the Partners, the Partnership Deeds and agreements on an
annual basis
•
Ensure compliance with legal requirements for tax. Liaise with finance
partner(s) and accountants for practice finances to meet payments. Organise
practice finances in relation to Partnership change and liaise as necessary with
external bodies
•
Co-ordinate the recruitment and selection process for appointing new
Partners
•
Co-ordinate the health insurance arrangements for the partnership
PERSON SPECIFICATION
Job Title: Practice Manager
ESSENTIAL
A levels or equivalent
Degree / AMSPAR diploma
Accounts/business/finance qualification
Employment law
MS office
Book-keeping
QOF/Enhanced services
CQC
Financial/business planning
System One
Desktop Publisher
WEB design
Excellent communication skills
Strong organizational skills
Able to delegate when necessary
Initiative and motivation
Interested in further
development of practice, not afraid
of new challenges
Good time management
Can make decisions and manage more junior
staff and partners
Understand contracts/ both NHS and
employment
Experience in managing a GP
practice 5 yrs
Experience in running a large GP practice
+5-7 yrs
Education &
Qualifications
Further Training
& Knowledge
Aptitudes
& Skills
DESIRABLE
Experience
Must want to provide exemplar
service
Working a team leader as well as a
team member
Working under pressure
Personality &
Strong interpersonal/customer
Personal Attributes service skills - understanding and
sympathetic to pt. needs
Approachable, positive & helpful
Ability to see projects through
Probity
Friendly
Versatile (can man desk if no one else is in)