We are seeking an organised and motivated Practice Manager to lead the day-to-day operations of our busy GP surgery team. This is an exciting opportunity for an experienced manager to play a key role in ensuring the practice can deliver high-quality patient-focused care while maintaining efficient and compliant administrative systems.
Haresfield and Kempsey Surgeries is a large two site practice with over 18,300 patients and six GP partners. We have a large city centre location with plentiful parking and a smaller more rural dispensing branch surgery.
The partners are a cohesive and supportive group with a strong focus on staff wellbeing as well as providing excellent clinical care. This position is supported by a well‑established management team including an Assistant Practice Manager, Finance Manager, Quality & Compliance Officer, Reception Manager, Clinical Nurse Manager and IT support. We look forward to welcoming the successful candidate to our friendly, motivated team.
Main duties of the job
Key Responsibilities
Oversee the smooth running of all operational and administrative functions of the practice.
Lead in the development and delivery of HR processes, policies and staff wellbeing initiatives, ensure strong communication and engagement across all departments and sites.
Manage complex HR matters including employee relations, disciplinary processes, grievances, absence management, performance management and conflict resolution.
Ensure the practice meets its regulatory, contractual and compliance requirements, including CQC readiness.
Support the GP partners in strategic planning, service development and business management, including representing the practice in local networks and forums.
Maintain and improve patient experience and communication, including coordinating complaint responses.
Oversee maximising income, monitor expenditure and identify opportunities for cost savings and growth.
Overall responsibility for the management of the branch surgery at Kempsey, providing dedicated leadership and support.
Ensure patients receive high quality accessible care through effective systems and processes.
Ensure compliance with health & safety regulations.
Act as the primary point of contact for NHS(E), ICB, PCN, community service suppliers and other external stakeholders to support service delivery and compliance.
Deputise for the partners at internal and external meetings.
About us
We recognise the increasing pressures faced by GPs and practice staff and are constantly striving to ensure that our staff members have a good work‑life balance to create an enjoyable and sustainable working environment. In exploring new ways of working and delegation we hope to begin the journey towards reducing the administrative burden of clinical staff as we experience an increasingly complex workload and of utilising technological solutions to reduce workload for support staff.
Our team comprises:
* 6 partners, 7 salaried GPs and a university term‑time triage GP
* An experienced strong nursing team
* 2 Advanced Nurse Practitioners
* A management team comprising of an Assistant Practice Manager and Finance Manager, along with line managers in the nursing and reception team
* 30 administrative staff including receptionists and the dispensing team at our branch surgery in Kempsey
* PCN nurse and pharmacists employed through ARRS
Job responsibilities
The Practice Manager is responsible for:
Organisational Management
* Overseeing the day‑to‑day operationsof the practices, ensuring staff achieve their primary responsibilities whilst encouraging positive staff morale
* Leading change and continuous improvement initiatives; contribution to strategic management
* Develop and implement practice systems, policies, and long‑term strategies aligned with NHS requirements.
* Ensuring the practice meets its regulatory, contractual and compliance requirements, including CQC readiness (supported by the clinical and administrative leads)
* Liaising at external meetings as required including Worcester City PCN meetings
* Taking an active part in the local PCN
* Ensuring compliance with legislation and dealing with disciplinary issues accordingly.
* Oversight of mandatory clinical training for staff
* Ensuring compliance with Health and Safety regulations and CQC Standards
* Overseeing risk management, including health & safety, safeguarding, and infection control with Quality and Compliance Officer
* Acting as the primary point of contact for NHS(E), ICB, PCN, community services, suppliers and other external stakeholders to support service delivery and compliance
People Management and HR Leadership
* Lead and manage all aspects of workforce management across the practice and branch surgery, Provide visible, effective and compassionate leadership across all practice teams
* Ensure strong communication and engagement across all departments and sites
* Manage complex HR matters including employee relations, disciplinary processes, grievances, absence management, performance management and conflict resolution
* Ensure HR policies and procedures are implemented fairly, consistently, and in line with employment legislation and best practice
* Support recruitment, onboarding, induction, retention, and succession planning activities
* Develop staff wellbeing initiatives and promote a positive and inclusive working environment
* Identify training and development needs to maintain a skilled and motivated workforce
Branch Surgery and Dispensary Leadership
* Overall responsibility for the management of Kempsey Surgery, providing dedicated operational leadership and support
* Build positive relationships with branch staff and encourage collaborative working across all sites
* Identify opportunities for service improvement, operational efficiencies and team development within the branch surgery
* Ensure the dispensary operates safely, efficiently and in compliance with all relevant regulations and procedures
Financial and Business Management
* Developing, implementing and embedding an efficient business resilience plan (BRP)
* Financial responsibility for the partnership business and collaborative working with finance manager and accountants
* Oversee NHS income streams such as QOF, Enhanced Services, DES
* Oversee budgets, payroll, forecasting, financial reporting, and cashflow with Finance Manager
* Oversee maximising income, monitoring expenditure, and identify opportunities for cost savings and growth with Finance Manager
Patient services
* Ensure patients receive high quality, accessible care through effective systems and processes.
* Oversee appointment systems and workflow to optimise patient access
* Maintain and improve patient experience and communication, including managing and responding to patient feedback and complaints with input from relevant team
* Lead initiatives to improve patient engagement
* Acting as the primary point of contact for PPG and attending meetings
IT Management
* Overseeing the management of the practice IT system, delegating staff to act as administrators.
* Ensuring compliance with IT security and Information Governance
* Maintaining / Managing IT Disaster recovery plans
Future Planning
* Coordinating and lead the compilation of practice reports and the practice development plan (PDP)
* Identifying, coordinating and developing new projects and opportunities for the practice
* Support the Partners in the strategic development and continuous improvement of the practice
Secondary Responsibilities
* Deputise for the partners at internal and external meetings
* Partake in audit as requested by the audit lead
* Deputise for absences in management team
Person Specification
Other Qualities
* Flexibility to work outside of core office hours
* Maintains confidentiality at all times
* Full UK driving licence
Experience
* Experience of working with the general public
* Experience of managing accounting procedures including budget and cash flow forecasting
* Experience of managing large multidisciplinary teams
* Experience of performance management, including appraisal writing, staff development and disciplinary procedures
* Experience of successfully developing and implementing projects
* Experience of workforce planning, forecasting and development
* Experience of working in a health care setting
* NHS / Primary Care General Practice experience
* Relevant health and safety experience
* Experience of chairing meetings, producing agendas and minutes
Skills
* Ability to exploit and negotiate opportunities to enhance service delivery
* Excellent communication skills (written, oral and presenting)
* Excellent leadership skills
* Strategic thinker and negotiator
* Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
* Effective time management (Planning & Organising)
* Ability to network and build relationships
* Proven problem solving & analytical skills
* Ability to develop, implement and embed policy and procedure
* Ability to motivate and train staff
* EMIS / Docman /
Qualifications
* Good standard of education with excellent literacy and numeracy skills
* Educated to degree level in healthcare or business
* Leadership and / or Management Qualification
* AMSPAR Qualification
Personal Qualities
* Polite and confident
* Flexible and cooperative
* Excellent interpersonal skills
* Motivated and proactive
* Ability to use initiative and judgement
* Forward thinker with a solutions focused approach
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Confident, assertive and resilient
* Ability to drive and deliver change effectively
* Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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