Sue Bates, 2007 Practice Manager of the Year Winner

Article Published: January 25, 2008 at 4:41 pm

Content in: A day in the life of, Issue 2

Author: Sue Bates

Monday Morning
The start of another week.
I had awoken feeling very optimistic about the week ahead but when I arrived at the practice none of our computers were working due to a “space” problem.
The young lady I spoke to, to try and resolve this, seemed very vague and asked me for all sorts of information I would not even begin to know, such as the password to log into our remote server 27 miles away.
This password is used by technicians only and not by practice staff!! After about 30 minutes our problem was resolved and we could start our week.
When I had finished this I had a telephone call from our cleaner at the branch surgery to say that the power was off.
At this point the Doctor going to the branch surgery passed my window in her car but despite frantic waving and gesticulations, she did not see me.
Fortunately, I had her mobile phone number, so left a message.
The cleaner wasn’t sure if it was a general power cut or just the practice.
The electricity board were contacted and I was relieved to hear that it was a general power cut and would be dealt with eventually.
The Doctor was able to resume normal service later.
Perhaps I can start work now. I feel as if half the day has gone and it’s only 9am.
Outside the rain is lashing down and patients are coming into the practice soaking wet.
I hope the receptionists have put out the wet floor signs.
Must think of Health and Safety.
Now I look in my diary to see what lies ahead for the week:

Tuesday:
The security company is coming to service the alarm.
Will e-mail everyone today to warn that bells will be ringing and men will be wandering around looking at sensors.

Wednesday:
We have our monthly in-house training session at lunchtime.
This month the Risk Assessment Group will be taking the session.
This group was set up some years ago to oversee Health and Safety in the practice.
It is headed by the Administrative Officer and is made up of volunteer staff who meet quarterly.
They review Risk Assessments due and done and then make recommendations to myself and the partners.
The group has been very proactive and has recommended changes such as: a portable chair to help less able patients; staff check in board; visitor’s book; wet floor signs; fire bells and fire drills; light in bin cupboard; re-cycling cardboard etc.
I look forward to the session when the group will share with the practice team the work they do to make the practice a safer place.

Thursday:
The area Practice Managers meeting takes place. We meet monthly and I find the networking this brings invaluable in my role.
Being able to chat to a like-minded colleague adds a dimension to an often isolated role in general practice.

Friday:
I have a tutorial with the GP Registrar and FY2 Doctor.
Will speak to both Doctors and trainers at lunchtime to arrange the topic.
As these Doctors are at different stages in their medical career, it will need to be pitched at the right level.
Complaints in the NHS might be a good topic for them both.
Joint tutorials add value to training and avoid duplication.
After I have over-viewed my week I return to today, Monday.
The Service Level Agreement for providing medical cover to psychiatric patients at a nearby location is still not agreed.
I telephone the PCT again to try and negotiate a new rate for the year.
Fortunately today I speak to someone rather than leave a message and she assures me the SLA will be e-mailed to me that day.
Great news!
As I finish my call I see one of the staff in tears.
She tells me that one of the GP’s had just told her off in front of everyone in reception about something that was not her fault.
The thing the Doctor was talking about was a decision I had, in fact, made, so I let the Doctor know this.
I then become a mediator between the two - one not realising they had actually been telling the member of staff off and the other realising that maybe she had been feeling over-sensitive about what had been said.
Both parties agree to forget the incident and acknowledge the other persons point of view and feelings.
As a manager, we often have to play the role of peacemaker.

Lunch time approaches

All the practice assembled for a team photograph to be displayed in the waiting area.
The clinicians, prescription clerks and I then go to our Monday lunchtime clinical meeting.
Today we have the local pharmacist talking to us about controlled drugs - the regulations including quantities, days issued storage, private scripts plus any errors or minor irritations we can easily change.
It is great to have good communication with other local professionals.
Following this I have a short meeting with our Senior Nurse who is attending an insulin conversion course to gain her accreditation.
She will be attending her second day on Wednesday and has chosen a suitable patient for her case study.
The practice is offering diabetes care to local practices for poorly controlled Type 2 diabetics as part of PBC.
One of the partners is a specialist in diabetes at the local hospital and will be offering the clinics and overseeing the service.
The nurse and I discuss her training and how the clinics will run, administration and cover.

A day of meetings

I now meet two security people who are quoting for our first response as we have been having major problems with the supplier we now have, when we have alarm activations.
This causes major irritation to the Doctor called out and also to me.
A quote will be sent in the post.

A day is passing quicly.
I decide to end by doing some practice accounts.
The rain is still lashing down and stories of flooding everywhere are filtering into the practice.
I hear that my village is practically cut off and wonder how I will get home.
The motorway is gridlocked and the lanes to the village are flooded.
I leave the practice and nervously think of which way I should go.
I decide to try one of the lanes and pass through three deep floods.
Fortunately, my engine does not stop.
I arrive home eventually thankful to be there.
When I watch the news later my heart goes out to all those people whose homes and businesses were ruined with water and was mindful that small irritations at work don’t actually mean that much.

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