We’re Hiring: Practice Manager – Upper Gordon Road Surgery (Camberley)
Surrey Heath Community Providers Ltd
Surrey Heath Community Providers Ltd is a federation of 7 GP practices across 10 sites, serving over 104,000 patients across Surrey Heath. Within our federation, we hold the GMS contract for Upper Gordon Road Surgery—a highly regarded, patient‑centred practice with a list size of 11,000+.
We are now seeking an experienced, forward‑thinking Practice Manager to join our team at Upper Gordon Road Surgery and play a leading role in the continued development of this respected practice.
About Upper Gordon Road Surgery
The practice is supported by a strong, diverse and experienced clinical team, including:
* Paramedics
* An Advanced Nurse Practitioner
* A dedicated Nursing team
Alongside the onsite team, the practice benefits from the federation’s central management support across operations, HR, finance, governance and senior clinical leadership — creating a resilient collaborative environment that enables clinicians to focus on delivering high‑quality patient care.
The Role
As Practice Manager, you will be responsible for:
* Overseeing the day‑to‑day operations of a large, high‑performing practice
* Leading and supporting the practice team including clerical and administrative staff
* Ensuring compliance with regulatory, contractual and quality standards
* Working closely with clinical leads and federation leadership
* Driving continuous improvement and enabling service innovation
* Contributing to long‑term strategic development within a federated primary care model
The following are the core responsibilities of this role. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.
* Overseeing the day‑to‑day operations of the practice.
* Ensuring comprehensive line management to all staff, including appraisals, 1:1’s, performance management and completion of all return to work processes.
* Responsible for and maintaining compliance with all relevant CQC guidelines, identifying issues and improving process.
* Monitor practice performance against key operational, clinical, and financial KPIs.
* Provide regular reporting on UGRS activity and outcome data as required, including presenting data at weekly leadership meetings, monthly Board meetings, quarterly Quality meetings.
* Develop and implement performance recovery plans to address gaps in productivity, performance service delivery, or financial outcomes.
* Ensuring the team reaches QOF targets (supported by clinical and administrative leads), and any other identified performance targets (e.g. Investment and Impact Fund, Locally Commissioned Services).
* Act as a point of contact for NHSE, ICB, suppliers and other external stakeholders.
* Leading change and continuous improvement initiatives within remit, coordinating projects within the practice. Maintain the practice culture of continuous quality improvement.
* Ensuring the practice maintains compliance with its NHS contractual obligations.
* Responsible for establishing, monitoring and managing processes for feedback and complaints in line with current legislation and guidance.
* Writing, developing and implementing an efficient business continuity plan.
* The management of the premises including Health & Safety, Risk Assessments and Fire Safety.
* Responsible for reviewing and updating relevant policies and procedures to ensure CQC, NHS and ‘best practice’ compliance.
* Monitor contract performance, key deliverables, and expiration dates to mitigate risk and avoid service disruptions.
* Ensure contracts align with practice policies, financial goals, and applicable healthcare regulations.
* Proactively foster and develop a positive, inclusive workplace culture that promotes staff engagement, collaboration, and retention.
* Lead and coordinate regular staff meetings, team briefings, and one‑on‑one check‑ins to support communication.
* Act as key point of communication between SHCP and the UGR teams.
* Develop meeting agendas, take minutes, and follow up on action items to ensure accountability and progress.
* Act as a key point of contact for staff concerns, feedback, and conflict resolution.
* Implement staff engagement initiatives, including surveys, recognition programs, and team‑building activities.
* Collaborate with clinical and leadership teams to address workflow challenges and improve team effectiveness.
* Promote staff wellbeing, morale, and professional development within the practice.
* Monitor staff engagement levels and recommend and implement agreed improvements based on feedback and performance trends.
* Oversee the effective use and maintenance of clinical systems e.g. EMIS.
* Ensure clinical systems support safe, efficient patient care and comply with regulatory, privacy, and data security requirements.
* Coordinate system updates, upgrades, and troubleshooting with minimal disruption to clinical operations.
* Identify opportunities to improve workflows and efficiency through better use of clinical systems (e.g. Rapid Health, EMIS and X‑On).
* Support audits, and compliance activities related to clinical systems and data management.
* Oversee patient engagement and support the Patient Participation Group, Practice Website, Social Media and the appropriate marketing of the practice. Promoting the use of patient online services.
Who We’re Looking For
A motivated and confident leader with:
* Strong people management and communication skills
* A collaborative approach and forward‑thinking mindset
* The ability to maintain high operational standards in a busy, dynamic environment
Why Join Us?
This is an exciting opportunity to:
* ✔ Influence the future of primary care services in Surrey Heath
* ✔ Lead within a progressive federated model
* ✔ Work in a supportive environment with robust clinical and management infrastructure
* ✔ Make a real difference to a growing local community
Surrey Heath Community Providers Ltd offers a 365 day, 52 week service delivery across some services, and as part of that we offer a 7 days a week from 0800 hrs – 2000hrs service. So you may be required to work evenings, weekends, and Bank Holidays as part of your normal working hours, as per the needs of the business.
HR lead for the practice, including (but not limited to):
* Direct line management along with the appropriate management team member from SHCP of the following staff: Reception Team Leader, Pharmacists, Prescription Clerks, Administrators, Receptionists, Care Coordinators, Practice Nurse, Healthcare Assistants, Salaried GPs and Paramedics.
* Managing the recruitment and retention of staff; develop, implement and embed an effective succession plan.
* Ensuring that all staff based at Upper Gordon Road Surgery undertake a robust induction process, including staff employed via the PCN.
* Establishing, reviewing and regularly updating job descriptions and person specifications.
* Work with Surrey Heath Federation HR Team to implement effective systems for the resolution of disciplinary and grievance issues.
* Ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively.
* Complete a full induction with new members of staff, ensuring new starter check lists are completed and all team members have the appropriate level of documentation, training to enable them to carry out their individual roles and responsibilities safely and effectively.
* Conduct regular training needs analyses to identify skill gaps across clinical and administrative teams.
* Assess training requirements based on performance data, compliance standards, system changes, and service demands.
* Ensure staff remain up to date with their CPD to maintain competence and confidence in their role.
* Ensuring all team members are up to date with all mandatory training.
* Maintaining effective systems for the resolution of disciplinary and grievance issues.
* Oversee the appraisal process for staff in collaboration with the SHCP HR Team.
* Responsibility for managing sickness absence.
* To ensure that members of the existing staff team are aware of any changes that occur in the practice.
* Coordinating internal training events and ensuring teams and individuals are supported with ongoing development, with a focus on upskilling and retaining staff in collaboration with SHCP staff.
Administration
* Chairing meetings, regular management team meetings, and other internal and external meetings as required.
* Support the Senior Administrator to oversee and manage all clinician’s rotas, including the coordination and management of trainees’ rotas and supervision.
* Coordinate and oversee the requirements of the practice to maintain the status of a training practice.
Equality and Diversity
* The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behaving in a manner which is welcoming to and of the individual, is non judgemental and respects their circumstances, feelings priorities and rights.
Finance
* The practice is run by the Federation, therefore the Finance team and the PM will work closely to ensure that the practice maximises income at all times as well as discharging all financial responsibilities in a timely way.
This is not intended to be an exhaustive list of responsibilities, and it is expected that you will participate in a wide range of activities.
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