Practice Operations ManagerNHS

Job summary

We are looking to appoint an experienced, organised and proactive Practice Operations Manager to support and oversee the effective day-to-day running of the practice and help us continue to deliver safe, efficient and high-quality patient care.

This is a varied and responsible role, working closely with the GP partners and clinical and non-clinical teams to ensure that the practice operates effectively, meets its contractual and regulatory requirements, and makes the best use of its people, systems and resources.

The successful candidate will provide strong operational leadership, bringing a structured and solutions-focused approach to managing competing priorities, supporting staff, coordinating workforce requirements, monitoring performance and driving continuous improvement.

They will be confident taking ownership of operational matters, managing staffing arrangements, identifying risks, resolving problems and ensuring that agreed actions are followed through.

We are looking for someone who combines excellent organisational and communication skills with sound judgement, initiative and the ability to build positive working relationships across a large and busy primary care setting.

Main duties of the job

• Practice operations and leadership
• Staff management, reception rota and workforce coordination
• Patient services and access
• NHS contracts, performance and finance oversight
• Governance, compliance and risk management
• Premises, facilities and health and safety
• IT and Digital systems
• Service development and improvement

Job description

1. Practice Operations and Leadership

• Oversee the day-to-day operational running of the practice, ensuring that systems, processes and resources support the delivery of effective patient services.
• Work closely with the GP partners and wider leadership team to implement practice objectives, operational plans and agreed priorities.
• Coordinate and monitor operational activities across clinical and non-clinical services, ensuring that issues are identified and addressed promptly.
• Develop, review and improve practice procedures and systems to promote consistency, efficiency and a positive patient experience.
• Maintain oversight of outstanding actions, operational risks and service issues, ensuring that responsibilities and timescales are clearly defined.
• Provide regular updates and reports to the partners on operational performance, staffing, risks, compliance and areas requiring attention.
• Support the implementation of changes to services, systems and working practices.
• Act as a key point of contact for operational matters, liaising with staff, external organisations, suppliers and other stakeholders as required.

2. Staff Management, Reception Rota and Workforce Coordination

• Provide effective day-to-day management and support to the non-clinical team, promoting a positive, professional and supportive working environment.
• Take responsibility for preparing, coordinating and maintaining the reception rota, ensuring adequate staffing and appropriate cover throughout the practice's opening hours.
• Manage annual leave requests, sickness absence and other staffing changes, arranging cover where necessary to maintain safe and effective reception services.
• Respond proactively to short-notice absences and unexpected staffing gaps, ensuring that reception remains appropriately staffed and patient services are maintained.
• Monitor reception staffing levels against patient demand and operational requirements, ensuring that available resources are deployed effectively.
• Ensure reception staff are aware of their rotas, responsibilities and any changes to working arrangements.
• Coordinate staffing arrangements and rotas with relevant team leads to support the smooth running of administrative and patient-facing services.
• Support recruitment, induction, training, supervision, appraisal and ongoing development of staff.
• Monitor attendance, annual leave and staffing capacity, helping to maintain appropriate service cover across the wider non-clinical team.
• Support the management of staff performance, conduct and capability in accordance with practice policies and employment procedures.
• Promote effective communication and collaboration between clinical and non-clinical colleagues.
• Identify training needs and support the development of staff skills, confidence and accountability.
• Encourage a culture of teamwork, continuous improvement and shared responsibility for delivering excellent patient care.
• Support the implementation of relevant HR policies and ensure that staff records and employment documentation are maintained appropriately.

3. Patient Services and Access

• Monitor the effectiveness of reception, administration, telephone systems and patient-facing processes.
• Review appointment utilisation, telephone performance, patient demand and other operational indicators to identify pressures and opportunities for improvement.
• Work with clinical and administrative teams to improve patient access, appointment processes and service coordination.
• Monitor patient feedback, complaints and concerns, ensuring that these are appropriately recorded, investigated or escalated, and that learning is identified.
• Support the development of consistent approaches to customer service, confidentiality and the handling of sensitive or challenging situations.
• Identify opportunities to improve the patient journey and reduce avoidable administrative workload.
• Help ensure that the practice provides a responsive, accessible and professional service to its patient population.
• Ensure that reception and administrative teams have the resources, guidance and support required to deliver a consistent and patient-focused service.

4. NHS Contracts and Performance

• Support the partners in meeting NHS contractual obligations and relevant practice targets.
• Maintain oversight of commissioned services and other operational requirements relevant to the practice.

5. Governance, Compliance and Risk Management

• Support the practice in maintaining compliance with Care Quality Commission (CQC) requirements, NHS requirements, relevant legislation and local policies.
• Coordinate practice policies, procedures, audits, risk assessments and governance documentation, ensuring that these are reviewed and updated as required.
• Maintain a compliance schedule covering key operational, premises, workforce and governance requirements.
• Support the preparation of evidence and documentation for CQC inspections, internal reviews, audits and other assurance activities.
• Support health and safety, fire safety, infection prevention and control, information governance and other relevant compliance activities.
• Promote a culture of openness, accountability, patient safety and continuous improvement.
• Ensure that concerns or risks requiring clinical, professional or partner-level decisions are escalated appropriately.

6. Premises, Facilities and Health and Safety

• Oversee the day-to-day operational management of the practice premises, equipment and facilities.
• Coordinate maintenance, repairs, servicing and contractor arrangements, ensuring that issues are prioritised and resolved within appropriate timescales.
• Ensure that premises inspections and relevant health and safety checks are completed and recorded.
• Coordinate fire safety arrangements, Legionella monitoring, equipment checks and other premises-related compliance requirements.
• Maintain accurate records of maintenance, servicing, inspections, risk assessments and remedial actions.
• Monitor cleaning, waste management, accessibility and the general suitability of the practice environment.
• Identify premises-related risks and improvement opportunities, escalating significant issues to the partners.
• Support the provision of a safe, clean and welcoming environment for patients, visitors and staff.

7. IT, Digital Systems and Information Governance

• Coordinate the effective day-to-day administration and use of clinical and non-clinical systems.
• Liaise with IT support providers to resolve technical issues and minimise disruption to practice services.
• Coordinate system access for new starters, role changes and leavers, ensuring that access is appropriate and removed when no longer required.
• Support the administration of NHS Smartcards, NHSmail and other relevant systems.
• Maintain appropriate records of IT equipment, system access, incidents and support requests.
• Work with staff and providers to identify recurring problems and opportunities to improve digital processes.
• Support information governance and data security arrangements, including confidentiality, appropriate access controls and compliance with relevant policies.
• Ensure that staff are aware of their responsibilities for protecting patient information and using practice systems appropriately.

8. Service Development and Continuous Improvement

• Identify opportunities to improve operational efficiency, staff experience and patient services.
• Review existing processes and procedures, recommending practical changes to improve quality, consistency and productivity.
• Support the implementation of new systems, initiatives and ways of working.
• Use performance information, patient feedback, staff feedback and audit findings to inform improvement plans.
• Coordinate agreed projects, monitor progress and ensure that actions are completed within agreed timescales.
• Encourage staff involvement in identifying problems and developing practical solutions.
• Work collaboratively with the partners, clinical leads, staff and external stakeholders to support the ongoing development of the practice.

Other Duties

• Any other duties, as agreed with the line manager to meet the needs of the organisation. This may include travel to other sites within the organisation.

About us

Ashworth Street Surgery is a busy GP practice caring for approximately 17,000 patients. Our multidisciplinary team includes eight GP partners, two salaried GPs, an Advanced Nurse Practitioner (ANP), five Practice Nurses, Healthcare Assistants (HCAs), a Phlebotomist and a large, dedicated non-clinical team.