Job Summary
The Practice Manager will assume overall responsibility for the effective operational, financial, administrative and organisational management of Quarry Bank Medical Centre. Working directly with the GP Partnership, the postholder will provide experienced, independent and accountable management of the practice, ensuring services operate efficiently, contractual obligations are fulfilled, regulatory standards are maintained and organisational performance is continually improved. The role requires substantial experience within NHS General Practice, exceptional professional judgement, strong financial and personnel management capabilities, and a demonstrable ability to lead complex primary care operations with minimal supervision.
- Operational and Practice Management Direct and coordinate the daily non-clinical operations of the practice. Maintain effective appointment systems, patient access arrangements, workflow processes and administrative services. Oversee clinical session planning, appointment capacity, workforce deployment and service continuity in collaboration with clinical leads. Manage operational pressures, unexpected staffing shortages, system failures and service disruptions. Establish, implement and regularly review standard operating procedures. Monitor service performance, identify inefficiencies and implement corrective action. Ensure premises, facilities, equipment and essential operational infrastructure remain appropriately maintained. Manage third-party service providers, contractors and operational support arrangements.
- Human Resources and Workforce Leadership Assume responsibility for the recruitment, induction, supervision and performance management of non-clinical employees. Coordinate workforce planning, staffing establishments, rotas, leave arrangements and sickness absence management. Oversee employment processes, including probation, appraisals, capability, disciplinary and grievance procedures. Ensure compliance with employment legislation, organisational policies and contractual employment obligations. Support the GP Partnership with clinical workforce administration, recruitment and contractual arrangements. Identify training needs, maintain staff competency records and facilitate continuing professional development. Address workplace conflict, poor performance and behavioural concerns promptly and professionally. Promote an accountable, respectful and productive working environment.
- Financial Management and Business Administration Prepare, administer and monitor practice budgets, expenditure and financial forecasts. Oversee payroll information, invoices, purchasing, supplier contracts and financial reconciliation. Monitor NHS contractual income, enhanced service payments, reimbursements and associated claims. Identify income discrepancies, financial risks and opportunities to improve financial sustainability. Coordinate financial reporting and provide the GP Partnership with accurate management information. Support business planning, procurement decisions and cost-effective resource utilisation. Maintain appropriate financial controls, authorisation procedures and audit trails. Work with accountants, payroll providers and relevant external financial advisers.
- NHS Contracts, QOF and Performance Oversee the administrative and operational delivery of the practice's GMS contractual requirements. Monitor national QOF achievement, reporting deadlines, exception reporting arrangements and associated income. Coordinate Local Enhanced Services, Directed Enhanced Services and other commissioned activity. Maintain oversight of contractual submissions, claims, audits and performance reporting. Support clinical leads in identifying population health priorities, service gaps and improvement opportunities. Review performance dashboards, appointment activity, workforce capacity and operational indicators. Liaise with commissioners and the Primary Care Network regarding contractual developments and service requirements. Ensure contractual obligations are translated into clear operational responsibilities.
- Governance, Compliance and Risk Management Maintain the practice's organisational governance framework and supporting policies. Coordinate CQC regulatory compliance, inspection readiness, evidence management and improvement plans. Oversee administrative processes supporting clinical governance, significant event analysis and incident management. Maintain organisational risk registers, compliance schedules and action trackers. Ensure appropriate arrangements exist for safeguarding administration, infection prevention and control, health and safety, and fire safety. Coordinate complaints management, formal responses, investigations and organisational learning. Monitor mandatory training, policy reviews and documented staff compliance. Escalate clinical safety concerns to the appropriate registered professional or clinical lead. Support the GP Partnership in meeting statutory and regulatory obligations.
- Information Governance and Digital Systems Oversee administrative governance of clinical and non-clinical information systems. Maintain appropriate arrangements for information security, confidentiality and UK GDPR compliance. Coordinate Data Security and Protection Toolkit requirements, information governance audits and improvement actions. Oversee system access administration, smartcard arrangements and staff access permissions. Support effective use of EMIS Web, document management systems, patient communication platforms and digital workflow tools. Coordinate IT support, cybersecurity arrangements, business continuity and system resilience. Lead operational digital improvements where these strengthen patient safety, efficiency or service accessibility. Ensure information incidents and data protection concerns are appropriately reported and escalated.
- Patient Services and Quality Improvement Maintain effective patient-facing administrative services and professional communication standards. Oversee patient feedback, complaints trends, satisfaction measures and service improvement activities. Support equitable access, reasonable adjustments and compliance with relevant equality legislation. Coordinate Patient Participation Group engagement and patient communication initiatives. Identify recurring service failures and implement measurable improvement plans. Ensure administrative processes support safe clinical workflows and timely communication. Promote a professional, responsive and patient-centred service culture.
- Strategic Development and External Relationships Work with the GP Partnership to develop and implement the practice's strategic objectives. Identify opportunities for operational modernisation, service expansion and sustainable business development. Represent the practice at relevant PCN, ICB, commissioner and stakeholder meetings. Maintain constructive relationships with community healthcare providers and external partners. Coordinate organisational projects, service changes and implementation programmes. Evaluate financial, workforce and operational implications of proposed developments. Prepare business cases, performance reports and recommendations for partnership consideration. Support the continued development of integrated and collaborative primary care services.
- Leadership Accountability and Reporting Act as the principal point of operational escalation for non-clinical organisational matters. Provide regular management reports detailing performance, risks, financial position and required decisions. Maintain effective communication between the GP Partnership, clinical workforce and administrative teams. Ensure decisions are documented, responsibilities allocated and agreed actions completed. Demonstrate appropriate discretion when managing confidential, sensitive or contentious matters. Make timely operational decisions within agreed delegated authority. Escalate matters requiring partnership approval, clinical judgement or external regulatory notification. Maintain personal accountability for the quality, consistency and effectiveness of practice management.
Professional Expectations
The postholder will be expected to demonstrate substantial managerial experience, exceptional organisational discipline, advanced problem-solving ability and a comprehensive understanding of the operational and regulatory complexities of NHS General Practice. The position requires an individual who can operate independently, manage challenging professional circumstances, maintain financial and operational control, and exercise confident leadership without requiring continuous direction. The Practice Manager will be accountable to the GP Partnership for delivering agreed objectives, maintaining effective governance and ensuring the practice operates to consistently high organisational standards. The duties outlined are not exhaustive and may be reasonably amended to reflect changes in organisational requirements, NHS contractual arrangements and service development priorities, subject to appropriate consultation.
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