Job summary
We are looking for a dynamic and experienced HR and Quality Lead to join our supportive practice team. This is a newly created role, designed to strengthen our management capacity and ensure we continue to deliver safe, effective, and high-quality care for our patients.
As HR and Quality Lead, you will take the lead in developing and embedding robust HR processes while overseeing compliance with regulatory standards. Working closely with the management team, you will play a pivotal role in aligning our workforce strategy and governance with CQC requirements and the Modern General Practice model. This is an exciting opportunity to shape a new role and make a real impact on both our team and the services we provide.
Main duties of the job
Human Resources & Workforce Management
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Manage day-to-day HR matters, liaising with external HR advisors as needed.
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Maintain accurate electronic staff records, including DBS checks and absenteeism tracking.
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Lead the appraisal process in collaboration with the Operations Manager, ensuring fairness and consistency.
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Ensure all staff complete mandatory training and provide support to managers in meeting training requirements.
Patient Experience & Quality Management
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Lead the initial handling of complaints and actively monitor patient feedback to drive timely responses and service improvements.
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Identify and escalate Significant Events, ensuring that lessons learned are implemented, embedded, and regularly reviewed.
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Implement, maintain, and monitor all Care Quality Commission (CQC) policies and procedures, keeping the practice inspection-ready at all times.
Facilities & Health & Safety
Communications & Public Engagement
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Develop and maintain the practices social media presence, ensuring communications are professional, engaging, and informative for all patient groups.
About us
Sixways Clinic is a welcoming GP practice located in Cheltenham Spa, serving a community of over 11,000 patients. Our mission is to provide the highest standard of care at all times. The practice is supported by six GP Partners, two Salaried GPs, two Advanced Nurse Practitioners (ANPs), a skilled Nursing Team, and dedicated Admin and Care Navigation Teams.
We pride ourselves on fostering a supportive and friendly environment for both our patients and staff.
Job description
Job responsibilities
Overview:
The Human Resources, Quality Lead plays a key role in supporting the organisations workforce, ensuring regulatory compliance, and maintaining high standards of operational and clinical governance. This role blends strategic HR management with operational oversight of quality, safety, and patient-focused initiatives, fostering a positive workplace culture.
Key Responsibilities:
Human Resources:
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Provide comprehensive HR support to all staff, including electronic recording of absences, return-to-work processes, annual leave management, probationary performance reviews, and flexible working requests.
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Support the management team with recruitment, including producing job descriptions, contracts, and overseeing the onboarding process.
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Ensure all staff DBS checks are up to date and properly recorded.
-
Manage and monitor staff training, including induction and statutory/mandatory training, and maintain organisational oversight of appraisal processes.
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Lead initiatives to encourage personal staff development, motivation, and wellbeing.
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Role model a positive and approachable workplace culture.
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Identify and address HR factors affecting compliance, including discipline, behaviour, communication, training, and leadership/followership within teams.
Quality, Compliance & Governance:
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Coordinate CQC evidence and ensure inspection readiness; implement and maintain all required CQC policies.
-
Support on internal audits, safeguarding compliance, and health & safety policies.
Have oversight of all policies and procedures relevant to
the smooth running of the practice, liaising with the management team to
implement and embed them.
-
Oversee building maintenance and equipment checks,
-
Maintain governance frameworks, policies, and risk registers in collaboration with colleagues.
-
Support the team with QOF, and quality improvement programmes.
Support the managememt team with bookeeping and payroll
-
Monitor patient feedback from sources such as FFT, GPPS, NHS Choices, and act to improve patient experience.
-
Manage the administrative processes for complaints and significant events.
-
Liaise with patient groups, including the Patient Participation Group (PPG), and foster community engagement.
-
Take a lead role in managing the practices social media presence and community initiatives.
-
Deliver in-house training on HR practices and data protection.
Job description
Job responsibilities
Overview:
The Human Resources, Quality Lead plays a key role in supporting the organisations workforce, ensuring regulatory compliance, and maintaining high standards of operational and clinical governance. This role blends strategic HR management with operational oversight of quality, safety, and patient-focused initiatives, fostering a positive workplace culture.
Key Responsibilities:
Human Resources:
-
Provide comprehensive HR support to all staff, including electronic recording of absences, return-to-work processes, annual leave management, probationary performance reviews, and flexible working requests.
-
Support the management team with recruitment, including producing job descriptions, contracts, and overseeing the onboarding process.
-
Ensure all staff DBS checks are up to date and properly recorded.
-
Manage and monitor staff training, including induction and statutory/mandatory training, and maintain organisational oversight of appraisal processes.
-
Lead initiatives to encourage personal staff development, motivation, and wellbeing.
-
Role model a positive and approachable workplace culture.
-
Identify and address HR factors affecting compliance, including discipline, behaviour, communication, training, and leadership/followership within teams.
Quality, Compliance & Governance:
-
Coordinate CQC evidence and ensure inspection readiness; implement and maintain all required CQC policies.
-
Support on internal audits, safeguarding compliance, and health & safety policies.
Have oversight of all policies and procedures relevant to
the smooth running of the practice, liaising with the management team to
implement and embed them.
-
Oversee building maintenance and equipment checks,
-
Maintain governance frameworks, policies, and risk registers in collaboration with colleagues.
-
Support the team with QOF, and quality improvement programmes.
Support the managememt team with bookeeping and payroll
-
Monitor patient feedback from sources such as FFT, GPPS, NHS Choices, and act to improve patient experience.
-
Manage the administrative processes for complaints and significant events.
-
Liaise with patient groups, including the Patient Participation Group (PPG), and foster community engagement.
-
Take a lead role in managing the practices social media presence and community initiatives.
-
Deliver in-house training on HR practices and data protection.
Person Specification
Qualifications
Essential
- GCSEs or equivalent including English and Maths grade A to C
Desirable
- Qualification in HR
- Qualification in business management
- Awareness of GDPR and information governance requirements
- Understanding of healthcare estates and compliance-related issues
- Knowledge of Care Quality Commission (CQC) standards
Experience
Essential
- Proficient in IT systems and Microsoft Office Suite.
- Previous experience or training in Human Resources and Compliance
- Previous experience in the healthcare sector.
- Ability to problem solve.
- Ability to work within and lead a team.
Desirable
- Experience of dealing with CQC or a regulator
- Experience working in a GP practice or healthcare environment
- Proven experience in managing patient complaints
- Proficiency with SystmOne software
Person Specification
Qualifications
Essential
- GCSEs or equivalent including English and Maths grade A to C
Desirable
- Qualification in HR
- Qualification in business management
- Awareness of GDPR and information governance requirements
- Understanding of healthcare estates and compliance-related issues
- Knowledge of Care Quality Commission (CQC) standards
Experience
Essential
- Proficient in IT systems and Microsoft Office Suite.
- Previous experience or training in Human Resources and Compliance
- Previous experience in the healthcare sector.
- Ability to problem solve.
- Ability to work within and lead a team.
Desirable
- Experience of dealing with CQC or a regulator
- Experience working in a GP practice or healthcare environment
- Proven experience in managing patient complaints
- Proficiency with SystmOne software
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.
