How to develop and use manuals

A policy is a statement of agreed intent that clearly and unequivocally sets out an organisation’s views with respect to a particular matter. It is a set of principles or rules that provide a definite direction for an organisation. Policies assist in defining what must be done.

Procedures describe a logical sequence of activities or processes that are to be followed to complete a task or function in a correct and consistent manner. Procedures can be produced in the form of flowcharts, checklists or written steps of the process.

Note: For every policy you establish, you will need to look at creating supporting procedures.

The manual outlines the agreed policies and procedures of the practice for the specific topic. It should be readily available to all people involved in the management or work of an organisation. The manual should be kept in either an electronic or a loose leaf file so that it can be updated and added to as policies and practices are reviewed and amended.

Policies and procedures are in writing so that all practice members are aware of the overall direction and style of the practice, how you do business, and the appropriate action to be taken in a given situation.

Set policies and procedures promote continuity and a team spirit as well as an atmosphere of good communication and support. A manual containing a comprehensive set of policies and procedures will assist in resolving any disputes regarding performance and what tasks are required to be completed.

For general practice accreditation , an appropriate range of manuals for your practice is required.

If you work in a small practice, there is likely to be three processes that are commonly used for developing policy:

1. the policy/planning/evaluation day (or weekend)
2. A consultative process for developing particular policies; involving your practice
   team or nominated members of the team will increase the “buy-in” for the
   legitimacy of the manual contents.
3. A policy review process.

In larger practices, the processes are likely to be more formalized:

1. standing policy and procedures committee/s for different areas.
2. forms committee/s
3. recommendations and decisions passing through several levels of management.

Tip: In small practices wanting to develop a specific manual, consider the following:

Devote time at a staff meeting at least once a month to brainstorm issues related to one area of policy.

Review the draft of a policy that has been prepared as a result of previous brainstorming.

At every board/management committee meeting, devote some time to reviewing a draft policy and making decisions on it.

There are a number of template manuals available that can be used as the basis for your specific practice manual.

You can find comprehensive policy and procedure advice and template documents within this site to help you manage your practice. The following pages are recommended:

• Infection control and waste management
• Human Resources manual
• Bullying and harassment code of conduct
• Policy and procedure manuals
• Emergency procedures
• Advertising: Online, offline, social media

This document should be used in conjunction with any specific company procedures and processes and if applicable, conditions contained in any contract of employment. Only include the commitments you are confident you can comply with, and make sure you update and review the document regularly.

You may have legal obligations to your employees under an employment or industrial agreement such as an award, workplace agreement or employment contract.

Make absolutely certain what’s written in your manual is consistent with these. If you’re unsure what covers your employees, contact Fair Work Australia by calling the Fair Work Ombudsman Infoline on 13 13 94.