Reflections from PMAANZ 2024

Practice Managers in family doctors (GP) clinics in New Zealand are facing an increasingly complex and demanding landscape, with significant challenges putting pressure on their role. 

Photo credit Eric van der Sluis

Attending the PMAANZ (Practice Managers and Administrators Association of New Zealand) conference on 13 September in Auckland highlighted many of these issues and offered some insights into possible solutions. Dr Shane Reti, the Minister for Health and Dr Sam Murton, President of the Royal New Zealand College of General Practitioners (RNZCGP), both provided compelling perspectives on how to support Practice Managers and GPs moving forward.

One of the most significant challenges for Practice Managers is the sheer weight of responsibility that sits on their shoulders. As Dr Murton aptly indicated, they are often the ones tasked with keeping the entire practice running smoothly. Whether it’s managing administrative workflows, ensuring compliance with regulations, or supporting the clinical team, the burden is immense. This overwhelming load is compounded by staff shortages, rising patient demands, and increasing complexity in healthcare systems. Many Practice Managers are struggling to maintain a sustainable balance between operational effectiveness and meeting the growing needs of both GPs and patients.

Minister Reti also emphasised a critical point during the conference - the need to reduce the burden on GPs’ time. GP workloads have become unsustainable, and Practice Managers are essential in helping to alleviate some of these pressures. A significant part of the solution lies in improving administrative efficiency and streamlining processes, allowing GPs to focus on patient care rather than being bogged down by bureaucratic tasks. The question, then, is how Practice Managers can be supported in this endeavour.

Technology offers one promising way forward. Many conference discussions pointed to the need for improved practice management software and digital tools that can automate routine tasks. By adopting systems that reduce manual data entry, streamline appointment scheduling, and simplify communication with patients, Practice Managers can free up time for more strategic and operational oversight. However, technology alone is not the answer. Investing in training and development for Practice Managers is equally critical. Many feel under-resourced and stretched too thin, so providing them with the skills to effectively manage modern healthcare environments is crucial. 

Collaboration between Practice Managers and health organisations is another area ripe for improvement. Developing better support networks, both within practices and across the sector, can help managers share knowledge, resources, and strategies for overcoming common challenges. By fostering a culture of shared learning, Practice Managers can feel more empowered and less isolated in their roles.

In conclusion, the challenges facing GP Practice Managers in New Zealand are significant, but they are not insurmountable. By investing in better technology, focusing on staff development, and fostering collaboration, we can reduce the administrative burden on GPs and help Practice Managers thrive in their roles.