Deputy Practice ManagerNHS

Job summary

We are looking for an enthusiastic, organised and proactive Deputy Practice Manager to join our friendly and busy GP practice.

This is an excellent opportunity for an experienced primary care professional who is looking to develop their management career and take on a key leadership role within general practice.

Working closely with the Practice Manager, GP Partners and wider practice team, the successful candidate will support the effective day-to-day management of the practice, helping to ensure that we continue to provide a high-quality, safe and responsive service to our patients.

We are looking for someone who is approachable, confident and solutions-focused, with excellent organisational and communication skills and the ability to manage competing priorities in a busy healthcare environment.

Main duties of the job

The Deputy Practice Manager will support the Practice Manager with the overall operational management of the practice.

Key responsibilities will include:

• Supporting the smooth day-to-day running of the practice
• Providing leadership and support to reception and administrative teams
• Supervising staff and supporting effective workload management
• Managing staff rotas and ensuring appropriate operational cover
• Supporting recruitment, induction, training and staff development
• Assisting with absence management and other day-to-day HR matters
• Supporting the management of patient enquiries, concerns and complaints
• Helping to maintain and develop practice policies and procedures
• Supporting CQC compliance and ensuring high standards of governance
• Assisting with DQOF, enhanced services and other contractual requirements
• Monitoring performance and supporting quality and service improvement
• Liaising effectively with clinicians, patients, PCN colleagues and external organisations
• Supporting the effective use of practice systems and processes
• Deputising for the Practice Manager during periods of absence or as required

Job description

• Support the Practice Manager with the effective day-to-day running of the practice.
• Ensure reception and administrative services operate efficiently and provide a consistently high standard of service.
• Take responsibility for delegated areas of practice operations.
• Identify operational problems and work proactively to resolve them.
• Monitor administrative workloads and ensure work is allocated appropriately.
• Support the development and implementation of effective systems and processes.
• Assist with reviewing and implementing practice policies and procedures.
• Help manage service pressures and unexpected operational issues.
• Support business continuity arrangements.
• Deputise for the Practice Manager during periods of absence and as otherwise required.

Staff Management and Development

• Provide day-to-day leadership, supervision and support to reception and administrative staff.
• Promote effective teamwork and positive working relationships across the practice.
• Assist with recruitment, selection and induction of new staff.
• Support staff training, development and appraisals.
• Identify training and development needs and assist staff in developing their knowledge and skills.
• Coordinate staff rotas to ensure appropriate staffing levels and service cover.
• Assist with annual leave and other leave arrangements.
• Support the management of sickness absence in accordance with practice procedures.
• Support the Practice Manager with performance, capability and conduct matters where appropriate.
• Encourage a positive, professional, respectful and inclusive working environment.

Patient Services

• Support the delivery of accessible, responsive and high-quality patient services.
• Provide support to staff when dealing with complex or challenging patient enquiries.
• Assist with the investigation and management of patient complaints and concerns.
• Ensure complaints and feedback are appropriately recorded and escalated where required.
• Promote courteous and professional communication with patients.
• Help identify opportunities to improve patient experience and access to services.
• Support effective communication between patients, clinicians and administrative teams.

Governance, Quality and Compliance

• Support the Practice Manager with maintaining effective governance arrangements.
• Assist with CQC preparedness, including maintaining relevant documentation and evidence.
• Support implementation and review of practice policies, protocols and procedures.
• Assist with significant event processes, audits and quality improvement activity.
• Support compliance with confidentiality, information governance and data protection requirements.
• Assist with risk assessments and appropriate practice registers and records.
• Support implementation of changes arising from contractual, regulatory or organisational requirements.
• Promote a culture of safety, learning and continuous improvement.

DQOF, Enhanced Services and Contractual Performance

• Support the Practice Manager and clinical team with the delivery and monitoring of DQOF and other contractual requirements.
• Assist with the administration and monitoring of enhanced and locally commissioned services.
• Monitor relevant practice performance information and help identify areas requiring improvement.
• Work with clinical and administrative staff to support achievement against agreed targets.
• Assist with implementing new services, initiatives and contractual requirements.
• Support accurate and timely completion of relevant administrative processes and submissions.

IT and Information Governance

• Support effective use of the practice's clinical and administrative IT systems.
• Ensure staff understand and follow information governance, confidentiality and data protection requirements.
• Assist with staff access to practice IT systems and ensure appropriate processes are followed.
• Support implementation of new digital services and IT processes.
• Promote accurate, secure and appropriate handling of patient information.
• Support staff to make effective use of practice systems.

Finance and Resources

• Support the Practice Manager with appropriate financial and administrative processes.
• Assist with monitoring expenditure and ensuring effective use of practice resources.
• Support ordering, supplies and stock-control processes where required.
• Liaise with suppliers and other external organisations as appropriate.
• Assist with maintaining contracts, invoices, records and other practice documentation as required.

Premises, Health and Safety

• Support the Practice Manager in maintaining a safe and appropriate environment for patients, staff and visitors.
• Assist with health and safety processes, checks and risk assessments.
• Identify and escalate premises, maintenance or safety issues to the appropriate organisation or responsible party.
• Support fire safety and other relevant practice procedures.
• Assist with business continuity planning and responses to operational incidents.
• Ensure staff are aware of relevant health and safety procedures.

Communication and Partnership Working

• Maintain effective working relationships with the Practice Manager, GP Partners, clinical and non-clinical teams.
• Communicate changes to procedures and operational arrangements clearly to staff.
• Liaise professionally with patients, healthcare professionals and external organisations.
• Work collaboratively with PCN colleagues and other local health and care organisations.
• Attend practice, management and other relevant meetings when required.
• Represent the practice professionally when dealing with external stakeholders.

Confidentiality and Information Governance

The postholder will have access to confidential information relating to patients, staff and the business of the practice.

All information must be treated in the strictest confidence and handled appropriately in accordance with applicable legislation, professional requirements and practice policies.

The postholder will be responsible for maintaining confidentiality at all times and ensuring information is accessed, used and shared appropriately.

Equality, Diversity and Inclusion

The postholder will support an inclusive working environment and ensure that patients, colleagues and visitors are treated fairly, professionally and with dignity and respect.

General Responsibilities

The responsibilities outlined in this job description are not intended to be exhaustive.

The postholder will be expected to undertake other duties appropriate to the level and responsibility of the role and to respond flexibly to the changing needs of the practice.

The job description may be reviewed periodically in consultation with the postholder.

About us

St James's Medical Practice is a busy, purpose-built GP surgery located in Dudley. The practice currently operates across two practices, providing quality primary care services to a combined patient population of approximately 8,200 registered patients.