Deputy Practice Manager

• 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 QOF, 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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Essential

• Excellent written and verbal communication
• Strong organisational and time-management skills
• Ability to prioritise competing demands
• Strong interpersonal and leadership skills
• Confident problem-solving and decision-making skills
• Ability to work independently and use initiative
• Good IT skills
• Understanding of confidentiality, information governance and data protection
• Professional, approachable and resilient
• Ability to remain calm under pressure
• Commitment to high-quality patient care and service delivery
• Ability to work effectively within a multidisciplinary team

Essential

• Experience of working within general practice, primary care or a comparable healthcare environment
• Experience of supervising, supporting or managing staff
• Experience of working effectively in a busy environment with competing priorities
• Experience of dealing with sensitive or challenging situations

Desirable

• Previous Deputy Practice Manager, Assistant Practice Manager or similar experience
• Experience of staff recruitment and HR processes
• Experience of complaints management
• Experience of CQC preparation or compliance
• Experience of QOF and enhanced services
• Experience of working within a PCN
• Experience of quality improvement or service development