Practice Manager

• Provide strategic and operational leadership to ensure the smooth and effective running of the practice.
• Oversee the day-to-day operational management of the practice.
• Work closely with the GP Partners and clinical leads to implement practice priorities.
• Monitor workloads, staffing requirements, capacity and appointment systems.
• Identify operational problems and implement practical solutions.
• Convene meetings, prepare agendas, distribute minutes and monitor agreed actions.
• Oversee GP rotas and verification processes.
• Ensure premises, equipment and facilities are appropriately maintained.
• Act as a practice keyholder where required.

• Lead and support recruitment, selection, pre-employment checks and induction.
• Ensure appropriate contracts of employment are provided to staff.
• Oversee staff appraisals, performance reviews and development.
• Maintain and monitor the practice training matrix.
• Ensure clinical and administrative staff receive appropriate mandatory and role-specific training.
• Identify staff training and development requirements.
• Support, mentor and develop staff and promote effective teamwork.
• Support workforce planning, recruitment and staff retention.
• Manage staffing levels in accordance with practice requirements and agreed budgets.
• Support the resolution of staff concerns, grievances, disputes and performance matters.
• Ensure employment policies and procedures are implemented appropriately.

• Maintain effective governance arrangements within the practice.
• Lead on ongoing CQC compliance and preparation for inspections.
• Undertake and coordinate regular compliance checks.
• Maintain appropriate evidence, records and documentation.
• Coordinate practice action plans and monitor progress.
• Lead on audit schedules, KPI reporting and local standards.
• Monitor compliance with DES, LES and other contractual requirements.
• Support risk management and incident reporting.
• Oversee significant event/SEA processes and annual analysis.
• Support a culture of learning and continuous improvement.
• Ensure appropriate health and safety arrangements are maintained.
• Support information governance and confidentiality requirements.
• Work with the Caldicott Guardian and Information Governance leads to maintain appropriate standards.

• Support the GP Partners with financial and business management.
• Coordinate and monitor NHS claims and income streams.
• Support QOF, Enhanced Services and other contractual claims.
• Monitor monthly quarterly and annual claim requirements and deadlines.

• Optimise delivery of Enhanced Services within the practice.
• Ensure appropriate systems and processes are in place to support service delivery.
• Monitor contractual standards and evidence requirements.
• Support delivery and monitoring of relevant services, including childhood immunisations, minor surgery, extended access, winter pressures and other commissioned services.

• Maintain effective systems for receiving patient enquiries, suggestions and concerns.
• Ensure complaints are managed appropriately and within required timescales.
• Complete annual complaints analysis and identify learning opportunities.
• Monitor patient feedback and patient surveys.
• Support Friends and Family Test (FFT) processes.
• Lead and support Patient Participation Group (PPG) activities, including meetings, events, minutes and action plans.

• Oversee the effective use of practice IT systems.
• Encourage appropriate use of digital technology to improve efficiency and patient access.
• Ensure compliance with data protection and information governance requirements.

• Monitor the security and condition of the practice premises.
• Ensure practice equipment is maintained and functioning appropriately.
• Monitor cleaning and premises standards.
• Support compliance with Health and Safety at Work requirements.
• Ensure appropriate procedures are maintained for practice security and emergencies.

• Develop and maintain effective working relationships with the PCN, ICB, NHS organisations and other external partners.
• Act as an appropriate point of contact for PCN projects, schemes and initiatives.
• Coordinate internal communication relating to PCN activities.
• Attend relevant PCN, ICB, locality and Practice Manager meetings.
• Support collaborative working across the wider primary care system.
• Monitor contractual and financial requirements relating to PCN activities where appropriate.
• Liaise with commissioners, suppliers, accountants, solicitors and other external organisations as required.
• Keep the GP Partners informed of relevant NHS and primary care developments.
• Support recruitment and retention activity relating to PCN additional roles where appropriate.

• Oversee stock management and ordering.
• Monitor supplies and maintain appropriate stock levels.

• Monthly compliance and governance checks.
• KPI and performance reporting.
• Audit schedules and action plans.
• CQC compliance activity.
• Staff training and appraisal monitoring.
• Patient surveys and FFT.
• Important patient registers.
• DES, LES and Enhanced Service delivery.
• NHS and contractual claims.
• Staff recruitment, induction and retention.
• Appointment systems and operational capacity.
• Practice meetings and action tracking.
• Complaints and significant event processes.
• Premises and equipment maintenance.
• Stock management and ordering.
• IT systems and information governance.
• PCN, ICB and relevant external meetings.

• GP Partners.
• GPs and clinical staff.
• Nursing and healthcare staff.
• Administrative and reception teams.
• Practice leadership colleagues.
• Primary Care Network colleagues.
• ICB and NHS organisations.
• CQC and other regulatory bodies.
• Local healthcare providers.
• Accountants, solicitors, suppliers and contractors.
• Patient Participation Group and patient representatives.
• Other professional and external support organisations.

• Work within the policies, procedures and governance arrangements of the practice.
• Treat patients, colleagues and external stakeholders with dignity and respect.
• Promote equality, diversity and inclusion.
• Participate in relevant training and continuing professional development.
• Maintain awareness of developments affecting primary care and NHS services.
• Promote teamwork, effective communication and a positive workplace culture.
• Undertake other reasonable duties appropriate to the level and nature of the post as requested by the GP Partners.

• GCSE Grade AC or equivalent in English and Mathematics.
• Evidence of commitment to continuing professional development.

• Degree-level qualification.
• Relevant management, leadership, business or finance qualification.
• Relevant additional training in governance, quality improvement or healthcare management.

• Excellent organisational and administrative skills.
• Strong communication and interpersonal skills.
• Ability to manage competing priorities and meet deadlines.
• Strong planning, problem-solving and decision-making skills.
• Ability to lead, support and motivate a multidisciplinary team.
• Ability to communicate effectively with patients, staff, clinicians and external organisations.
• Ability to manage confidential and sensitive information appropriately.
• Ability to negotiate and manage difficult conversations constructively.
• Ability to promote teamwork and collaborative working.
• Ability to use IT systems effectively.
• Ability to work independently while maintaining effective communication with the GP Partners and practice leadership team.

• Understanding of confidentiality and data protection principles.
• Understanding of equality, diversity and inclusion.
• Understanding of effective people management and staff development.
• Understanding of governance, quality improvement and risk management.
• Commitment to safe, effective and patient-centred services.
• Professional, approachable and supportive manner.
• Ability to remain calm and effective when managing competing demands.
• Demonstrates integrity, discretion and confidentiality.

Desirable

• Strong interpersonal and communication skills to interact positively with staff and patients Strong leadership and strategic planning skills to lead a diverse team effectively Exceptional organisational skills with attention to detail in managing multiple tasks simultaneously. A passion for excellent patient care and commitment to providing an outstanding service in a GP surgery environment