Practice Manager

Job description

Job responsibilities

KEY RESPONSIBILITIES

Staff Leadership, People & Culture

• Maintain and develop the high-performing, respectful, and inclusive culture across both clinical and non-clinical teams. Promote and maintain an environment of honesty and openness in interpersonal relationships which underpins our workplace as a place for learning
• Establish organisational development needs and facilitate appropriate CPD, linking individual development needs to planned practice development to enable a culture of continuous personal learning.
• Develop and train staff being mindful of personal development and succession planning. Monitor and evaluate performance and review with the management team.
• Support the development of GP trainees, student placements, and apprenticeships where applicable.
• Delegate effectively to your direct reports: Clinical Services Team Manager, Patient Support Team Supervisor, Nurse Team Supervisor, Finance & HR officer. The PM role is also named operational manager of our 3 salaried GPs.
• Lead and have a strategic overview on recruitment, workforce planning, appraisals, and staff wellbeing initiatives.
• Work collaboratively with our external HR advisor; keep up to date with changes in employment legislation and practice.
• Maintain up-to-date HR documentation such as job descriptions, employment contracts, training documents and employment policies.
• Enable & deliver effective internal communications eg monthly HR update & TeamNet. Maintain & develop the quality & usefulness of TeamNet as a resource.
• Ensure robust systems are in place so the Partners can be confident that:
• compliance and statutory obligations are met for staff team.
• all personnel have training that is compliant in line with local and national requirements.
• a positive and effective staff appraisal system, including PDPs are in place.
• effective systems are in place for the resolution of disputes and grievances.

Manage the Partnership

• Partnership meetings support and participate in monthly evening Partnership Meetings, taking responsibility for action & implementation.
• Partnership agreement & partnership changes keep agreement up to date and in line with current best practice. Lead recruitment process.
• Year-end accounts process including partners current account management- lead the process in a proactive & timely way, working closely with Finance & HR Officer. Ensure transparency and probity so all partners trust the process & outcome.
• Ensure partnership decisions and partnership important information is recorded & documented on TeamNet. Manage all partnership records.

Finance

• Lead on financial planning & reporting. Provide quarterly cash-flow and profit forecasts. Prepare and manage the annual practice budget. Constant review of resource allocation against demands most especially, payscales. Make recommendations, agree & implement actions as needed.
• Monitor income and expenditure across all revenue streams -GMS, QOF, Enhanced Services, PCN income, other non-NHS contracts held by the practice.
• Ensure payroll, pensions, and financial compliance are managed accurately.
• Ensure that any project is working to its business plans, financial plans and targets.
• Support the Partners and management team to develop and implement processes to achieve targets and business objectives maximise income from QoF and other sources.
• Understand and report on the financial implications of contract and legislation changes.
• Liaise with, & maintain relationships with, the accountant and bank as appropriate.

Strategic Planning & Development

• Organisational development oversight and leadership of organisational effectiveness, structure, processes, culture, and behaviours, to ensure the organisation performs at its best and to the SMP ethos. Working across the whole organisation, manage change and prioritising culture, behaviour, employee experience, and leadership.
• Business & service development, innovation & change Working closely with the partners, contribute to and deliver on the long-term strategic goals of the practice across both business decisions and service delivery. Analyse external changes in policy, commissioning, and local health needs. Identify opportunities for growth, improvement and increasing income. Contribute to development of new or alternative services meeting the needs of patients and the community. Lead change programmes aligned to practice goals. Innovate and disseminate new approaches/perspectives
• Care pathways - review & development care pathway and care protocols & policies. Maintain & develop the practice reputation for smooth administration of patient care
• Represent St Martins Practice in the wider health and care community, forging links with other GP Practices, Practice Managers, healthcare providers and relevant agencies and in particular working collaboratively with Chapeltown PCN.
• Chapeltown Primary Care Network manage and develop this key relationship for the benefit of local citizens, our patients, represent the practice at PCN Board and other meetings, proactively participate in PCN strategy development and delivery of goals working at all times in a true collaborative fashion.
• Represent St Martins Practice in our local community, maintaining & developing relationships with community groups and stakeholders.

Operational management and performance

• Oversee day-to-day operations of the practice including: IT systems, premises & facilities, staff rotas & absence management.
• Maintain and update policies, procedures and SOPs in line with best practice and regulation
• Work closely with colleagues to ensure effective operational performance across all areas of the business & service including: health & safety, fire safety, infection control, significant event reporting, personal safety & security, risk assessment, confidentiality, occupational health, contingency & continuity planning, maintenance of practice equipment and supplies & stock, insurance cover.
• Work closely with colleagues to ensure effective delivery of contracts: core contract & enhanced services, QOF, local quality schemes. Plus other contracts: University of Leeds -medical students); Waythrough -substance misuse; St Annes -residential detox.
• Line manage the non-clinical teams supported by Clinical Services Team Manager, Patient Support Team Supervisor, Nurse Team Supervisor, Finance & HR officer.
• Primary Care Network lead & develop the practices operational level involvement in PCN workstreams.
• Tenancy - Plan & lead monthly tenant meetings. Maintain good relationships with other tenants, landlord, lead FM supplier and work with them as appropriate on shared issues of concern & interest eg refuse, fire safety. Oversee the FM service we receive under our lease / service charge and advance our interests. Negotiate & manage the annual service charge reconciliation & budget setting process. Maintain good relationships with our neighbours & local residents.

Patient services

• Access Work with non clinical teams and access lead partner to manage access & appointment systems. Keep focused on continual improvement, lead on the balancing of patient need against constraints of our NHS budget. Oversee and lead Collective Action initiatives.
• Ensure robust systems are in place to cover all work areas within Patient Services Team including call handling & Appointment Hub, repeat prescribing, referrals, GP Links, and records management.
• Oversee the formal complaints process. Gather and respond to other patient feedback. Use complaints & feedback to drive improvements.
• Encourage and ensure Patient Involvement with service development via our Patient Group. Lead initiatives to improve digital access, inclusivity, and patient engagement.
• Ensuring efficient internal and external communication, including being the focal point for contact for some aspects of the practice.
• Information Ensure effective availability of good patient information (PILs & website).

Information Technology, governance and compliance

• Ensure compliance with appropriate information governance systems: Data Security & Protection toolkit, Information Commissioners Office, Data Protection Act 2018 and GDPR responsibilities.
• Oversee and maintain compliance with CQC regulation, NHS contract, and any other applicable regulations.
• Manage our lease, ensuring compliance with legislation.
• Development & innovation projects Working closely with the IT lead partner, contribute to IT improvement projects aiming to use IT most effectively for efficiency and safety gains; upskill staff. Co-ordinate, participate and chair IT project group meetings

Other

This is not an exhaustive list and may be changed in light of ever-changing service need and national and local policy. Therefore, the job description will encompass any other duties deemed appropriate for the post holder within the scope of the post as determined by the Partners. Any changes would be discussed fully with the post-holder.

Person Specification

Experience

Essential

• Significant leadership and management experience in healthcare or other complex organisation
• Proven experience in HR, recruitment, workforce planning, and staff wellbeing
• Strong financial management including budgets, payroll, pensions, and forecasting
• Experience in strategic planning and delivering change

Desirable

• Previous experience as a GP Practice Manager
• Experience working within NHS Primary Care structures
• Experience of contract management (e.g. GMS, QOF, enhanced services)
• Experience in partnership working with PCNs or local health/community organisations

Knowledge and skills

Essential

• Excellent understanding of HR processes, employment law, and compliance
• Strong grasp of NHS structures, governance, and regulatory frameworks (e.g. CQC, GDPR, DSP Toolkit)
• Financial literacy with ability to analyse and report on budgets and contracts
• Ability to manage projects, innovate, and deliver service improvements
• Excellent IT skills and confidence with clinical and business systems
• Excellent written and verbal communication skills

Desirable

• Knowledge of local health and social care system in Leeds
• Awareness of current NHS policy and primary care challenges
• Understanding of premises and facilities management

Qualifications

Essential

• Degree-level education or equivalent professional experience

Desirable

• Management qualification (e.g. ILM, MBA, CMI)

Leadership & Personal Qualities

Essential

• Inspirational, visible leader with strong interpersonal skills
• Ability to delegate, develop, and motivate teams
• Calm, resilient, and adaptable under pressure
• Organised, values-led, and proactive in problem-solving
• Commitment to inclusivity, openness, and continuous learning

Desirable

• Evidence of successful engagement with patient groups or community stakeholders

Other

Essential

• Willingness to work flexible hours, including evening meetings
• Driving licence / ability to travel for PCN and partnership meetings

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.

Employer details

Employer name

St Martins Practice

Address

210 Chapeltown Road

Leeds

LS7 4HZ

Employer's website

https://www.stmartinspracticeleeds.nhs.uk/ (Opens in a new tab)