Practice Manager Candidate Brief for the position of - The London Skin and Hair Clinic - Odgers ...
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Candidate Brief for the position of Practice Manager The London Skin and Hair Clinic August 2021
Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
Company Overview
The London Skin and Hair Clinic is a medical dermatology clinic in Central London operating since 2009
delivering dermatology expertise along with outstanding service. The clinic has always put patients at the
centre of what we do and worked to make the patient experience easy and simple for our patients so they
can focus on getting better.
We provide a friendly, discrete and private environment for our services of medical dermatology
consultations, testing and treatments provided by Consultant Dermatologists and clinical specialists who are
knowledgeable, approachable and personable. We deliver consistent levels of service and are sensitive to
our patients concerns and needs, understanding the importance our services can play in making people feel
good about themselves.
Our skincare and aesthetic dermatology department, London Real Skin, offers evidence-based treatments
delivered by medical aesthetic practitioners which enables us to offer a complete patient journey for patients
who are looking for healthy skin.
The London Skin and Hair Clinic is dedicated to working with experienced, professional and passionate
individuals who are looking to further develop their careers in Dermatology.
The clinic has over 110 positive google patient reviews with an average rating of 4.8 out of 5.0 with
testimonials confirming how welcoming the clinic is, the high service from staff, and expertise of its clinicians.
Our Mission
To provide personalised ethical and safe evidence-based care to address your skin and hair health concerns,
underpinned by the highest standards of clinical excellence and delivered by passionate healthcare
professionals.
Our Vision
To be the Dermatology clinic of choice for referrals and personal recommendations where we provide a
high quality, consistent level of service, and we ensure that every patient has access to all of our expertise
and services so that they may have the best results for their skin and hair needs.
Our Values
Professional: We are knowledgeable and experienced and show insight, understanding and good
judgment throughout your journey.
Ethical: The freedom to provide patient care according to strict ethical, regulatory, legal and CQC
standards. Providing safe and trustworthy service recommendations and care.
Collaborative: We work together as a team with our patients, partners, referrers and colleagues to
achieve the best outcomes for all.
Openness: We are clear in everything we do and how we do it. We are free from complexity and
complication. We are friendly, approachable and easy to do business with. We may not always get things
right, we hold our hands up, say sorry and learn from our mistakes.
2Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
Empathetic: We are aware of those around us and always act with compassion. We treat people with
kindness, respect and dignity.
Background to the Role
The Practice Manager is the key Regulatory, Health and Safety and Operational role at the clinic. You will
help the company deliver clinical and operational excellence, maintain the high standard of patient service
and boost staff performance.
As the CQC Registered Manager for the clinic, you will ensure that the clinic facilities, staff and services all
meet regulatory and legal guidelines. You will ensure that the necessary regulatory and legal health and
safety checks are identified and undertaken as a business, office and private healthcare facility.
Managing our operational processes, you will ensure that our processes are documented, that they are
audited and reviewed to look for opportunities for improvement in the patient experience, and that the
metrics and measures are in place so you are aware when there are issues with our operations, so you can
address them. You will ensure our team are trained in those processes and that there is cover in place for
annual leave, sickness or staff turnover.
You will manage, supervise, coach and motivate the team to deliver a consistent standard of customer
service to ensure that we always deliver on what we say we are going to do. You will monitor staff
performance, providing clear goals and job descriptions, feedback, guidance, and motivation. You will also
assess where performance is not adequate, and deal with any disciplinary processes.
You will be responsible for managing clinic operational expenses including staff, office and medical
consumables and equipment and facility expenses including maintenance, cleaning and waste removal.
The Role
The role is accountable to the Managing Director and has several administration and clinical staff as direct
reports.
The key relationships for this role are:
◼ Managing Director
◼ Medical Director
◼ London Real Skin Clinic Manager
◼ Dermatology Consultants
◼ Care Quality Commission
◼ Referring GPs and Specialists
◼ External Service Providers, Suppliers and Other Stakeholders
Key Responsibilities are:
A: Regulatory Management and Health and Safety
B: Operational Management
3Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
C: Facilities Management
D: Staff Management
E: Patient Management and Care
A: Regulatory Management and Health and Safety
◼ Maintain CQC registration as the Practice Manager and for the facility and ensure all necessary CQC
documentation and forms are up to date, and ensure the required notifications to the CQC are sent
◼ Ensure readiness of the overall clinic for CQC inspection, ensuring that staff all understand their
responsibilities for CQC compliance and how the clinic complies with its CQC registration
◼ Ensure that the clinic practices, policies and procedures are documented, reviewed on a regular basis,
stored on site at the clinic, and that the appropriate staff and clinicians have access to these
◼ Ensure that the clinic meets its Health and Safety obligations as an employer, an office and a
healthcare provider
◼ Responsible for ensuring that the clinic Health and Safety policy is up to date and relevant and
communicated to all staff, including clear roles and responsibilities for health and safety activities
within the clinic
◼ Maintain up to date knowledge of health and safety and infection control statutory and best practice
guidelines and ensure implementation across the business
◼ Ensuring staff adhere to their individual responsibilities for health and safety and infection control
using a system of observation, audit and check, hazard identification, questioning, reporting and
risk management
◼ Ensure staff maintain work areas and common areas in a tidy and safe way and free from hazards,
and initiation of remedial / corrective action where needed
◼ Identify the risks involved in work activities and undertaking such activities in a way that manages
those risks across the business
◼ Actively identify, report, and correct health and safety hazards and infection hazards immediately
when recognized
◼ Demonstrate due regard for safeguarding and promoting the welfare of vulnerable adults and
children
◼ Ensure equipment is checked regularly to confirm it is not damaged, and safe to use, suitable for use
as intended, that SOPs for each piece of equipment are in place and kept up to date, and that staff
using the equipment have the training and qualifications to be using the equipment
◼ Ensure that service contracts and inspections for equipment are up to date and complete and that
documented evidence is available in clinic
◼ Oversee the maintenance and service schedules of all office and clinical equipment. Check schedule
for all machines and equipment used to stay on track with regulations and health and safety
◼ Ensure any medication or medical consumables kept at the clinic are in date
◼ Ensure that patient records and medical records are managed and stored in accordance with clinic
policies and legal requirements
◼ Ensure that patient data and staff data is kept safe and secure, including ensuring that at no times is it
removed off site, including patient photographs being taken on personal mobile devices
4Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
◼ Ensure that all Consultants with practice privileges and other providers who have sessional licences for
rooms (e.g. London Doctors Clinic) have confirmed their understanding and compliance with the
clinic’s Health and Safety procedures
◼ Manage the process for issuing of practice privileges and sessional licences and ensure a copy of all
necessary documents are stored on site at the clinic including current signed agreements
◼ Facilitate the running of a quarterly Medical Advisory Committee meeting ensuring accurate minutes
are documented and recorded
◼ Ensure a business continuity plan is in place for the clinic and reviewed on an annual basis
B: Operational Management
◼ Accountable for operational excellence, determining and implementing effective standards,
structures, systems and service / resource efficiencies
◼ Oversee the running of the business and implement strategies to improve on general operations
following the required guidelines
◼ Create appropriate operational KPIs, performance reports and dashboards to effectively measure,
review and manage business operational performance
◼ Report to the clinic Directors the operational performance of the clinic to support good decision
making and investment decisions
◼ Map and document, implement and train staff on the key clinic operational processes (including
referrals handling, appointment booking, medical report production, pathology processing and
theatre log, requesting/processing/checking/communicating diagnostic tests including bloods,
swabs, allergy tests and imaging, repeat prescriptions, handling of patient documents including
scanning and storage on Pabau, patient recall and reminder process)
◼ Put in place clear checklists and responsibilities for clinic opening / closing, bank holiday
closing/opening, dispensary, nurse/HCA, reception and back office
◼ Resourcing by managing the structure of bookings, workload and resources, including equipment
and supplies, ensuring efficient staffing levels at all times
◼ Manage, organise and oversee the selection, ordering and storage of office and clinic consumables
and stock, ensuring compliance with company purchase order procedures, managing suitable stock
levels to support the business needs, and avoiding spoilage and wastage
◼ Implement effective continuous service improvement processes in line with best practice.
◼ Ensure a consistent patient experience at the clinic including check-in support for sessional hire
practitioners and London Real Skin patients.
◼ Manage the handling of patient emails and phone calls and in conjunction with the London Real
Skin Manager ensure warm handovers between teams at all times
◼ Manage clinic expenses including staff, consumables, cleaning, equipment and premises
◼ Ensure accurate invoicing of patients, collection of payment, and systems for handling and
recording of cash and the processing of refunds.
C: Facilities and Systems Management
◼ Responsibility for security, repairs, and maintenance of the clinic premises, furniture, fittings and
equipment
◼ Responsibility for the computer system and network (including onsite and offsite storage),
5Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
including organising any maintenance and developments to the system. Ensure compliance with
Data Protection legislation
◼ Ensure facility is kept well maintained and presentable at all times and that rooms used on sessional
hire basis are provided in line with our contractual obligations
◼ Work with building management and helpdesk ensure building entrance and common areas
maintained and presentable
◼ Ensure effective agreements in place for cleaning of the clinic and waste management including
general waste, recycling, confidential waste and medical waste/sharps
D: Staff Management
◼ Responsible for all recruitment of staff ensuring that all staff are legally able to work and have the
skills and experience to do the role they are recruited for
◼ Evaluate, organize and oversee staff induction and training and ensure that all staff are adequately
trained to fulfil their roles and that mandatory training is in place and completed
◼ Manage staff performance providing feedback, guidance, and motivation. You will also assess where
performance is not adequate, and deal with any disciplinary processes
◼ Manage annual leave so that staff are taking time off for their personal wellbeing, but ensuring
coverage is maintained
◼ Manage staffing levels within target budgets and staff are scheduled based on billable bookings
◼ Develop and implement effective staff appraisal, goal setting and monitoring systems
◼ Support and mentor staff, both as individuals and as team members
◼ Keep abreast of changes in employment legislation relevant to the clinic
◼ Maintain secure, accurate and up-to-date HR documentation and staff records (including job
descriptions, employment contracts and employment policies, DBS checks, absenteeism and
training records)
◼ Ensure effective and robust formal and informal communications are in place to keep team
members informed, including those who may work in an infrequent basis, to develop an effective
and motivate team who demonstrate our values at all times
◼ Ensure that staff comply with all clinic processes, policies and procedures
◼ Ensure pay and compensation is fair, performance based and appropriate for the role within the
market
◼ Ensure appropriate supervision is in place to ensure staff are able to do their jobs safely and patients
are kept safe
◼ Provide active leadership, be accessible, demonstrate adaptability and lend a hand where needed
modelling the values of our clinic
◼ Oversee the management of Dermatologist, Clinicians and Services diaries to maximize bookings,
and efficiently utilize facility and staff resources
◼ Provide team and individual recognition and incentives and motivate towards targets and goals
◼ Ensure clear and relevant job descriptions are in place for all staff
◼ Conduct appraisals and provide regular constructive feedback and supervision to direct reports to
support their development.
◼ Carry out PDP’s with all staff members and schedule review dates
◼ Responsible for the review and implementation of staff rosters, workflows, service activities,
6Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
structures and responsibilities, adjusting and implementing appropriate change to meet patient
flow and future business challenges/requirements
◼ Ensure agreements are in place for all Contractors (including self-employed) who work for the clinic,
that they have completed induction and health and safety training, and that this is reviewed and
maintained in line with regulations
E: Patient Management and Care
◼ Maintain a high, consistent and scalable standard of patient service
◼ Coach and motivate the team to deliver an excellent standard of customer service to ensure that
the clinic excels on patient experience
◼ Actively seek and measure and respond to patient feedback and proactively seek publicly available
◼ patient reviews and testimonials
◼ Ensure that the team follow the clinic complaints process. Manage complaints promptly and
thoroughly
◼ Implement an effective process for managing referrals from GPs and specialists, with feedback to
the referrer, build relationships with key referrers, and ensure prompt accurate handling of referrals
◼ Ensure clear communication to patients of the costs involved in consultations, tests and treatment
at the clinic at the point of booking and again prior to having these services delivered, and ensure
this is clearly documented in staff dealings with patients and within treatments notes and consent
forms.
◼ Develop and promote a service culture which impacts positively on the patient experience and
encourages patient loyalty
◼ Identify areas that need improving with appropriate use of clinical audits
◼ Identify any parts of patient pathway not performing smoothly and address
◼ Lead in the care of patients throughout their clinic journey, ensuring a seamless service and
maintaining a sensitive and effective approach to communication
◼ Ensure the completion of patient records, consent and documentation (including patient images)
ensuring that patient data is stored safely and securely
◼ Carry out audits on patient records and complete reviews with practitioners and consultants
General
◼ Always work within all the company’s policies and procedures including those relating to
information and data protection, clinical governance, confidentiality, health and safety, safeguarding,
equality and diversity and communications
◼ Demonstrate a positive commitment to our values, a genuine focus on delivering high quality
care and service to patients and act as an Ambassador for our brand
◼ Support the equality, diversity and rights of patients, staff and colleagues, to include:
• Acting in a way that recognises the importance of people’s rights, interpreting them in a way
that is consistent with clinic procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, staff and colleagues
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights
7Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
N.B. this is not exhaustive and due to a fast moving competitive environment, it is likely to evolve and
expand as the company progresses.
The Candidate
Educational/Professional Qualifications
Desirable: Management / Leadership Qualifications
◼ Managerial Experience (6 years)
Experience
Desirable: Previous experience as CQC Registered Manager
◼ Operations Management
◼ People Management
Organisational/Management Skills
◼ Demonstrable experience leading a team and organising daily and monthly tasks.
Specialist Knowledge
◼ Business skills and key relationships within private healthcare
Personal Attributes
◼ Ambassador for the brand, who puts the patient first in all they do
◼ Comfortable leadership style
◼ An air of calm to a busy working environment
◼ Driven and focused on achievement of goals
◼ High levels of engagement and energy
◼ Personal presence for making initial contact and for ongoing communication with customers and
business associates
◼ Interpersonal skills for building and developing relationships
◼ Written and verbal communication skills - needed for communicating with a range of people, both
internally and externally, as well as excellent presentation skills
◼ IT skills, including the use of spreadsheets, power point, team working skills and a collaborative
approach to work
◼ Decision-making skills, the ability to multitask and prioritise workloads
◼ Project management and organisational skills
◼ Ability to motivate yourself and set your own goals
◼ Negotiating skills, the ability to think strategically and analyse operational figures and write reports
◼ A flexible approach to work with the ability to adapt to a fast-paced, ever-changing environment
◼ Operational process improvement – ability to map existing processes, identify gaps, and design and
implement process improvements
8Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
Performance Measures
Performance in the role is measured by:
◼ Operational performance measures (e.g., number of billed appointments, phone and email
performance, Dispensary revenue, Consumable costs, Staff hours and staff utilisation)
◼ Facility and clinician utilisation
◼ Patient satisfaction and feedback and complaints management
◼ Clinical audit scores including readiness for CQC inspection and Health and Safety checks
◼ Rating given in CQC inspection
◼ Staff satisfaction and staff retention
◼ 360^ Feedback from Managers, Staff and Dermatologists
◼ Compliance with clinic protocols and procedures
◼ Other measures will be agreed with the role-holder as part of the annual goal setting process.
Timetable
Search closes 17th September
Berwick interviews w/c 20th September
Client 1st stage interviews w/c 27th September
Client 2nd stage interviews w/c 4th October
How to Apply
The preferred method of application is online at www.berwickpartners.co.uk/83694
If you are unable to apply online please email your application to response.manager@berwickpartners.co.uk
All applications will receive an automated response.
All candidates are also requested to complete an online Equal Opportunities Monitoring Form which will be
found at the end of the application process.
For detailed information on how we process your personal data, please review our privacy policy on our
website https://www.berwickpartners.co.uk/privacy-policy/
In line with GDPR, we ask that you do NOT send us any information that can identify children or any of your
Sensitive Personal Data (racial or ethnic origin, political opinions, religious or philosophical beliefs, trade
union membership, data concerning health or sex life and sexual orientation, genetic and/or biometric data)
in your CV and application documentation. Following this notice, any inclusion of your Sensitive Personal
Data in your CV/application documentation will be understood by us as your express consent to process this
9Candidate Brief – August 2021 Berwick Partners an Odgers Berndtson company
information going forward. Please also remember to not mention anyone’s information or details (e.g.
referees) who have not previously agreed to their inclusion.
If you have any queries or would like more information in regard to this document, please contact:
Aemilia Lovatt
Principal Consultant
D: +44 (0) 20 7518 2690
M: +44 (0) 7793 266 959
aemilia.lovatt@berwickpartners.co.uk
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