Practice Manager

Job description

Job responsibilities

Job Summary

The Practice Manager is responsible for the strategic, operational, and human resource management of this GP practice. The role ensures the practice delivers safe, effective, high-quality, and financially sustainable services, in line with NHS contractual requirements, CQC standards, and patient expectations.

The post holder will lead the non-clinical team, support the GP partners and Managing partner, and work closely with the PCN, ICB, and external stakeholders to support service development and continuous improvement. This job description is not exhaustive and subject to change.

Key Responsibilities

1. Strategic and Operational Management

Lead the day-to-day operational management of the practice, ensuring efficient and effective service delivery.

Contribute to and implement the practices strategic plans, business objectives, and service development initiatives.

Ensure compliance with NHS PMS contract, DES requirements, and local commissioning arrangements.

Develop, review, and implement practice policies, procedures, and protocols.

Oversee premises management, health & safety, and business continuity planning.

Act as a key link with the Primary Care Network (PCN) and support PCN-related initiatives where required.

2. Human Resources & Workforce Management

Lead and manage a large multidisciplinary non-clinical workforce (e.g. reception, admin, secretarial, IT, and management staff).

Oversee recruitment, induction, retention, and succession planning.

Ensure effective performance management, appraisals, training, and development.

Manage HR issues including sickness absence, disciplinary, grievance, and employment law compliance.

Ensure compliance with NHS employment policies, equality and diversity legislation, and workforce regulations.

Promote staff wellbeing, engagement, and a positive organisational culture.

3. Governance, Quality & Compliance

Ensure compliance with CQC standards, acting as the practice lead for inspections and regulatory requirements.

Maintain robust clinical and corporate governance systems.

Oversee risk management, incident reporting, and learning processes.

Ensure data protection and information governance compliance (GDPR, DSP Toolkit).

Support quality improvement initiatives and patient safety programmes.

Ensure safeguarding policies and procedures are in place and adhered to.

4. Patient Services & Experience

Ensure high standards of patient care, access, and experience.

Oversee complaints management, ensuring learning and service improvement.

Lead patient engagement initiatives and support the Patient Participation Group (PPG).

Monitor patient feedback, surveys, and access data to drive improvements.

5. IT, Digital & Information Management

Oversee practice IT systems including clinical systems; EMIS, Docman, telephony, and digital access tools.

Ensure effective use of digital services to support access and efficiency.

Liaise with IT suppliers, NHS Digital, and PCN digital leads.

Ensure data quality, reporting, and information security.

6. External Relationships & Stakeholder Management

Act as the main point of contact for external organisations including:

oICB / NHS England

oPCN

oLocal Authority

oCommunity and secondary care providers

Represent the practice at meetings and forums as required.

Develop collaborative relationships to support integrated care and service development.

Person Specification

Experience

Essential

• Significant experience in practice management or senior healthcare management, ideally within NHS primary care.
• Strong leadership and people management skills.
• Excellent organisational, communication, and problem-solving skills.
• Detailed understanding of NHS primary care contracts and governance requirements.
• Ability to manage complex workloads and lead change.

Desirable

• Formal management qualification (e.g. ILM, CMI, MBA, IGPM, or equivalent).
• Experience managing a large GP practice or multi-site organisation.
• Knowledge of CQC inspections and PCN working.
• Experience of service redesign and quality improvement.
• Commitment to NHS values and patient-centred care.
• Professional, resilient, and adaptable leadership style.
• Collaborative approach with clinical and non-clinical colleagues.
• High standards of integrity, confidentiality, and accountability.

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

Torrington Park Group Practice

Address

Torrington Park Health Centre

16 Torrington Park

London

N12 9SS

Employer's website

http://www.torringtonparkgrouppractice.nhs.uk/welcome,48540.htm (Opens in a new tab)