Clinical Office Manager Review

Overview into following main areas: Operation & Performance Management, Staff Management & Development, Communication & Stakeholder Engagement, Clinical Governance and Financial Management All aspects of line management of A&C staff across directorate, including recruitment & retention Assist Clinical Director with management of medical staff absence, including sickness Management of RTT, patient activity, waiting times & performance for all patients referred to directorate Production of reports and provision of support to senior management Liaison with patients regarding appointments, queries, complaints, issues Induction of medical and A&C staff

Development of existing skills has included management of staff absence, dealing with difficult behaviours and improving morale within the directorate. I have learnt many new skills also, particularly regarding strategic management and project management. I have also enhanced my learning and understanding of the Essential requirements of Healthcare management in the NHS.

Although the degree started during Covid-19 lockdown, which brought many difficulties initially as the course was run through virtual (Teams) calls, having the interaction with other students from different levels and backgrounds within the NHS has helped to improve my understanding of the many various aspects required to ensure patient health. The social interaction, problem sharing and community has helped my learning.

As stated previously, there were initial and subsequent complications affecting the delivery of the course via face-to-face as a consequence of Covid-19 restrictions, strike action by (e.g.) train staff did mean some last minute changes. However, the tutors and university staff ensured everyone was made aware of these changes as soon as possible. In addition, we were able to feedback on some timetabling issues with our cohort: our suggestions were well received, and although too late to change for our cohort, these have been implemented for future apprentices which will improve their study experience significantly.

Due to management changes within my Trust, it was difficult to maintain support throughout the programme. There were also changes to structures outside my department which limited the shadowing opportunities. However, I was allocated the time for study and attendance at face-to-face sessions when required and provision was made for support from colleagues if required.

The support from individual tutors and learning support team has been very good. This has been both within the structured sessions, but also via 1:1 tutorials (face-to-face or via Teams) upon request. The information provided in tutorials and available via the MMU Moodle pages has been invaluable when working towards deadlines for the qualification.

The skills I have learned throughout my learning experience have helped me in my day-to-day role, some of which I have noticed as they have been obvious, but others that have been more subtle which others have noticed and commented on positively. I also feel more confident in my role and am actively searching for a more fulfilling and challenging role.

As I am employed by the NHS, there are many events that are targetted towards the medical and clinical staff; however coming from an admin background means it is not possible to undertake participation in these. Via the university, however, there have been a number of apprenticeship social/networking events which I have attended which I felt were beneficial.

No

The NHS is struggling currently; without significant investment of resources (financial and time mainly) it will continue to struggle. Although on the whole, the NHS is a good employer (with some enhanced benefits) and the learning and development support for clinical/medical staff is good, it is not the company/employer it was and many people are leaving the NHS due to the significant pressures that staff experience.

Be willing to consistently go above and beyond what you think the job will be. The staff within the NHS care and support their colleagues, and patients alike. Be honest, open and ensure you discuss any transferable skills you may have to support your application. Maintain your CPD and take on any opportunities you wish.