Assistant Practice Manager

• Support the Practice Manager with the day-to-day running of the surgery and its administrative functions.
• Assist with the management, supervision, training and development of the reception and administrative teams.
• Support staff recruitment, induction, appraisals, wellbeing and ongoing professional development.
• Help monitor practice workload, performance targets and key performance indicators.
• Support the effective use of clinical and administrative systems, identifying opportunities to improve efficiency and processes.
• Deputise for the Practice Manager when required.

• Promote high standards of patient service, ensuring queries, concerns and complaints are handled professionally, sensitively and promptly.
• Manage and investigate patient complaints in line with practice policies and NHS complaints procedures, liaising with relevant clinical and administrative staff.
• Prepare complaint responses within agreed timescales and maintain accurate records of complaints, concerns and patient feedback.
• Identify recurring themes, risks and learning points from complaints and patient feedback, supporting appropriate actions to improve patient experience and service delivery.

• Support the planning, coordination and delivery of Quality Improvement (QI) projects to improve patient care, practice performance and operational efficiency.
• Work collaboratively with clinical and administrative teams to identify areas for improvement, review existing processes and implement sustainable changes.
• Support clinical audits, patient feedback reviews and other improvement initiatives to enhance patient experience, patient safety and service delivery.
• Monitor progress against agreed improvement objectives, ensuring actions are completed and outcomes documented.
• Use data, feedback and findings from complaints and audits to identify trends and inform improvement initiatives.
• Contribute to the development and implementation of new processes, policies and ways of working to support continuous improvement across the practice.

• Support compliance with Care Quality Commission (CQC) requirements, NHS guidance, practice policies and procedures, and relevant legislation.
• Assist with clinical governance, health and safety, risk management and quality assurance activities.
• Help maintain accurate records and ensure confidentiality, data protection and information governance standards are upheld.
• Support the implementation and review of practice policies and procedures, ensuring staff are aware of relevant requirements.

• Take ownership of agreed practice projects and initiatives, coordinating activities and ensuring actions are completed within agreed timescales.
• Support the implementation and monitoring of local and national NHS initiatives, enhanced services and quality improvement schemes relevant to the practice.
• Work with clinical and administrative teams to achieve project objectives, monitor outcomes and identify opportunities for improvement.
• Help ensure the practice meets relevant contractual requirements, quality standards and reporting deadlines.
• Identify opportunities to improve practice efficiency, patient access, service delivery and overall performance.

• Work collaboratively with clinical and administrative colleagues to support a positive working environment and the delivery of high-quality, patient-centred care.
• Undertake any other reasonable duties appropriate to the role, as required by the Practice Manager, to support the effective running and continued development of the practice.

Essential

• Previous experience in a management role, with the ability to support, motivate and develop a team.
• Experience of managing competing priorities, organising workloads and meeting deadlines.
• Experience of handling challenging situations, resolving problems and dealing with complaints or customer concerns professionally.
• Experience of reviewing processes and identifying opportunities to improve efficiency and service delivery.
• Experience of using IT systems, maintaining accurate records and handling confidential information.
• Ability to work collaboratively with colleagues, communicate effectively and take initiative.
• Experience of coordinating tasks, projects or improvement activities and ensuring actions are completed.

Desirable

• Previous experience working in a GP practice, primary care or another healthcare setting.
• Experience of NHS systems, GP practice operations and relevant contractual requirements.
• Experience of managing patient complaints within an NHS or healthcare environment.
• Experience of coordinating Quality Improvement (QI) projects, clinical audits or service improvement initiatives.
• Knowledge of CQC requirements, clinical governance, risk management and information governance.
• Experience of monitoring performance indicators, analysing data and reporting outcomes.
• Experience of supporting staff recruitment, induction, training, appraisals and performance management.
• Experience of implementing new processes, policies or service changes.

Essential

• Educated to GCSE level or equivalent, including English and Mathematics, or able to demonstrate equivalent literacy and numeracy skills.
• Evidence of ongoing learning and professional development relevant to management or healthcare administration.

Desirable

• A relevant management or leadership qualification.
• A qualification in healthcare management, business administration or a related subject.
• Training or experience in Quality Improvement, project management or service development.
• Training in complaints handling, information governance or NHS compliance.