This is a hands‑on leadership role with real scope and autonomy. You will be responsible for the operational, HR, and governance functions of the practice, working closely with the GP partners and a small, established management team that includes a Deputy Practice Manager (operations and IT focus) and a dedicated Finance Manager.
About You
You will have substantial experience in GP practice management or a closely related primary care setting, and you will understand the rhythms, pressures, and regulatory landscape of NHS primary care. You will be someone who takes HR seriously, not as a last resort, but as a core part of good management.
You are likely to be someone who has worked in a high‑performing environment before, or who is ready to step up to one. You will be comfortable working in a practice that moves quickly, embraces technology, and holds itself to high standards.
You do not need to manage the practice finances directly, we have a dedicated Finance Manager, but you will need sufficient financial understanding to oversee that function and engage meaningfully with the partners on financial matters.
Main duties of the job
Your priorities will include:
* Providing visible, credible leadership to our team, including building authority, setting clear expectations, and not shying away from difficult conversations where needed
* Overseeing HR processes end‑to‑end, from recruitment and onboarding to performance management and staff development
* Ensuring our operational and governance standards remain at the level our Outstanding rating reflects
* Contributing to strategic planning and practice development alongside the partners
* Embracing and championing the innovative, digital‑first culture we have worked hard to establish
About us
We are a small, forward‑thinking dispensing practice in Woodbury, Devon, rated Outstanding by the CQC and consistently ranked in the top two practices in Devon for patient satisfaction. We are proud of what we have built, a genuinely innovative, tech‑savvy practice with a committed clinical team and a strong ethos of continuous improvement.
We are looking for a confident Practice Manager to lead our team through the next chapter of our development.
Why Join Us?
* An Outstanding‑rated practice with a genuine commitment to quality
* A supportive and experienced GP partnership
* A modern, tech‑forward working environment
* A clearly defined management structure giving you real authority and support
A dispensing practice with the additional interest and complexity that brings
Job responsibilities
Job Summary
Working closely with the GP Partners, the Practice Manager holds primary accountability for the operational, people management, governance, and business performance of the practice. The role provides clear, visible leadership to all non‑clinical staff, working in close collaboration with the Deputy Practice Manager (IT and operations), the Finance Manager, and the GP Partners to ensure the practice delivers high‑quality, patient‑centred care.
This is a practice with an outstanding CQC rating and a strong commitment to innovation, quality improvement, and staff development. The Practice Manager is expected to maintain and build upon these standards, contributing actively to the strategic direction of the practice.
Operational Management
* Lead the day‑to‑day running of the practice to ensure services are delivered effectively and to the standard expected of an Outstanding‑rated organisation
* Ensure teams understand their responsibilities, are appropriately supported, and consistently deliver high‑quality patient services
* Maintain compliance with NHS contractual requirements and lead achievement of performance targets including QOF
* Hold primary responsibility for the development, review and updating of organisational policies and procedures, ensuring a coordinated programme of policy review across the practice
* Complete and submit required contractual, organisational and premises applications, audits and e‑declarations in line with deadlines
* Manage the implementation of service agreements for enhanced and other commissioned services
* Lead the practices participation in the Dispensary Services Quality Scheme (DSQS), ensuring standards are met and submissions completed to schedule
* Oversee seasonal vaccination programmes including stock management, clinic organisation, and patient invitation, ensuring safe, compliant, and financially effective delivery
Regulatory Compliance and CQC
* Lead the practices ongoing compliance with CQC standards, taking ownership of quality monitoring, evidence maintenance, and action planning against quality statements
* Drive a culture of continuous quality improvement, ensuring the practice is inspection‑ready at all times rather than reactively preparing for scheduled inspections
* Ensure staff understand their individual responsibilities in relation to CQC requirements, with access to clear, relevant policies and guidance appropriate to their roles
* Lead preparation for CQC inspections, coordinating evidence collation, staff briefing, and partner engagement
* Oversee the management of complaints, acting as the practices named Complaints Manager, ensuring timely, policy‑compliant responses and appropriate staff involvement
People Management and HR
* Provide clear, direct, and visible line management for all non‑clinical staff, including the Administration Team Lead, with support from the Deputy Practice Manager as appropriate
* Build authority and credibility with all staff groups, including managing attitudinal or cultural resistance to change where it arises
* Support the Partners in the management of clinical staff, contributing to workforce planning, performance processes, and operational oversight as required
* Lead on recruitment, induction, and retention of staff, ensuring robust processes attract, develop, and retain a high‑quality workforce
* Oversee an effective appraisal system, ensuring regular, meaningful performance reviews and active staff development planning
* Manage employee relations processes (disciplinary, grievance, performance management) proactively and in a timely manner, accessing external HR support as appropriate
* Ensure staff contracts and employment documentation remain legally compliant, working with external HR providers to keep the staff handbook current
* Manage and monitor staff overtime, absences, and leave, liaising with the Finance Manager regarding payroll
* Ensure compliant onboarding of locum clinicians including all required pre‑engagement verification
* Promote a workplace culture of fairness, transparency, accountability, and high performance
Leadership, Collaboration, and ExternalRelationships
* Meet regularly with GP Partners to plan, review, and report on all aspects of practice operation and performance
* Provide strategic input and contribute actively to practice development planning alongside the Partners
* Work in close collaboration with the Deputy Practice Manager, providing clear direction on IT and operations matters while respecting the DPMs lead responsibility for those functions
* Maintain a close working relationship with the Finance Manager to monitor practice income and expenditure, contribute to financial planning, and attend the annual accounts meeting
* Act as the primary point of contact for NHS departments, the ICB, suppliers, and other external stakeholders
* Develop and maintain effective working relationships with fellow Practice Managers across the WEB Primary Care Network
Facilities, Compliance, and Risk Management
* Oversee premises management including health and safety, risk assessments, and statutory compliance
* Ensure compliance with IT security, data protection, and information governance requirements, in collaboration with the Deputy Practice Manager
* Maintain and regularly review business continuity and resilience plans
* Manage contracts, procurement, and equipment including service and calibration schedules
* Coordinate maintenance and repair of premises and oversee improvement and development plans
IT and DigitalOversight
Note: Day‑to‑day IT management and digital operations are led by the Deputy Practice Manager. The Practice Managers responsibilities in this area are governance, strategic oversight, and organisational accountability.
* Hold organisational accountability for IT security, information governance, and data protection compliance, working in close collaboration with the Deputy Practice Manager
* Act as Practice Administrator for NHSmail and Registration Authority (RA) Administrator for Smartcards, with day‑to‑day administration delegated to the Deputy Practice Manager as appropriate
* Provide governance oversight for the adoption of new IT systems and digital solutions, ensuring appropriate due diligence, information governance sign‑off, and partner awareness
* Support the Deputy Practice Manager in monitoring emerging technologies and opportunities to enhance practice performance, contributing a governance and strategic lens
* Ensure staff have appropriate access, training, and support in relation to digital systems, working with the Deputy Practice Manager to coordinate implementation and roll‑out
Person Specification
Qualifications
* Formal qualifications or training in management, leadership, HR, or business administration
Experience
* 1. Significant experience working within a UK GP practice or primary care setting
* 2. Strong working knowledge of NHS primary care systems, contracts, and operational frameworks
* 3. Proven HR and people management experience including recruitment, performance management, absence, disciplinaries, and staff wellbeing
* 4. Demonstrable ability to build authority and credibility with established teams, including managing cultural or attitudinal resistance to change
* 5. Excellent line management skills - able to delegate effectively, set clear expectations, and hold teams accountable
* 6. Experience overseeing day‑to‑day practice operations including staffing, rota management, and service delivery
* 7. Financial literacy sufficient to oversee and work effectively alongside a dedicated finance function
* 8. Proficient in SystmOne and Microsoft Office; comfortable adopting new digital tools and systems
* 9. Strong organisational skills with experience managing competing priorities in a fast‑paced environment
* 10. Understanding of CQC requirements, clinical governance, safeguarding, and information governance
* 11. Excellent communication skills - able to work credibly with GP partners, clinicians, and administrative teams
* 12. Ability to lead change positively, support service improvement, and contribute to strategic practice development
* 1. Experience supporting or leading a practice through a CQC inspection, particularly at Good or Outstanding level
* 2. Experience improving practice culture, staff engagement, and team communication
* 3. Knowledge of workforce planning, ARRS roles, PCN structures, and wider primary care landscape
* 4. Experience with Ardens, Accurx, or equivalent practice systems
* 5. Experience of project management or transformation work within primary care
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.
£38,000 to £46,000 a year pro‑rated, dependant on experience. Approx 32 hours per week
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