Job summary
Were looking for an enthusiastic, conscientious, and down-to-earth Deputy Manager to join our management team. Experience working within the NHS is essential, and primary care management experience is highly desirable. Above all, were looking for someone who is truly passionate about delivering excellent patient care.
The ideal candidate will bring a strong background in business operations, people management, patient services, finance, and strategic planning. You'll be someone who can motivate and support the team, drive operational efficiency, and contribute to strong financial performance. We have ambitious plans for the future, and were seeking someone who can help us grow and evolve could that be you?
As Deputy Practice Manager, you will work closely with the Partners and management team to ensure the smooth, effective running of the practice. Your responsibilities will include leading on delegated operational areas, managing staff and systems, ensuring regulatory compliance, and providing supportive, positive leadership across the practice.
Please note that this vacancy may close earlier than the stated closing date.
To apply, please submit your application via NHS Jobs along with a cover letter outlining your experience and suitability for the role.
Main duties of the job
Support the smooth day-to-day running of the practice, ensuring efficient administration and workflow.
Oversee appointment systems, patient access, and reception activities to deliver an effective, patient-focused service.
Work with the Partners on strategic planning and future practice development.
Contribute to business continuity planning and risk management.
Support the management team with estate matters, including maintenance, contracts, health and safety checks, and liaison with external contractors.
Assist with staff recruitment, onboarding, and retention.
Help develop and maintain staff training programmes, ensuring compliance with mandatory and role-specific requirements.
Support workforce planning, rota coordination, and absence monitoring to maintain service continuity.
Take part in performance management, including appraisals, supervision, and staff development.
Promote a positive, inclusive workplace culture and support staff wellbeing.
Support CQC compliance and inspection readiness.
Monitor internal processes to maintain high standards of patient care.
Support the effective use and maintenance of clinical and administrative systems such as EMIS.
Assist staff with IT queries and training needs.
Contribute to data quality and reporting for QOF, Enhanced Services, and other KPI requirements.
Communicate professionally with patients, healthcare professionals, and external agencies, championing excellent patient care.
About us
Albany House is a friendly, organised, supportive and high performing Practice set in a beautiful grade II listed building in the heart of Worcester. We serve a patient population of just over 7000.
Our team consists of 3 GP Partners, 3 Salaried GP's, 2 Nurses and 3 HCA's and an ANP supported by an amazing administrative team.
We work hard for our patients and know them well. This is one of the reasons that we are rated so highly in national patient surveys. Whilst working hard brings obvious rewards, we really understand the importance of a good work-life balance and so positively encourage it. The friendly and open environment in which we work allows us all to develop as individuals.
Job description
Job responsibilities
Primary Responsibilities
The Deputy
Practice Manager will:
a.
Deputise for the Practice Manager in their absence.
b.
Oversee the reception services of the practice;
ensuring staff achieve their primary responsibilities.
c.
Line manage all reception staff, supporting staff
development, providing guidance and direction, ensuring staff are up to date
with mandatory training.
d.
Completing staff appraisals as required
e.
Identify and deliver training when required.
f.
Develop, implement and embed efficient reception
processes and procedures.
g.
Compiling staff rotas.
h.
Responsible for
staff holidays and making note of absences.
i.
Act as a focal point for communication, advising
reception and administrative staff on methods of communication and best
practice.
j.
Provide initial guidance and advice to patients who
wish to complain.
k.
Monitor telephone system to ensure telephone is being
answered in a timely manner.
l.
Support the Practice Manager in the development of CQC
readiness.
m.
Lead regular team meetings. Convene ad-hoc meetings.
Prepare agendas, take minutes as appropriate.
n.
Keep the practice manager informed of any matters
arising or problems.
o.
Provide a point of contact for building and estate
issues including telephone systems, maintenance schedules and works and
reporting issues.
IT Responsibilities
● To
support the practice with the implementation of The NHS Long Term Plan in
relation
to introducing digital-first primary care.
● To ensure systems are in place
for patients to have online and video
consultations
● To ensure patients have online
access to their full record
● To ensure that the practice is
offering and promoting electronic ordering of repeat
repeat prescriptions.
·
To provide support advice and training for
current and new practice staff in the use of the clinical system.
·
To make sure all new staff are set up
appropriately i.e. passwords, smartcards, ICE access etc for accessing the
computer systems.
● To give patients access to
online correspondence.
To be the
main contact point for IT software and hardware updates working closely with
computer support staff at Computa Center, EMIS, Egton,
Docman, Accurx,
Crescendo, Black Pear and the IBS.
·
Perform the role of ‘trouble shooter’ to timely
solve user and system problems.
·
Develop and support innovative and robust IT systems
for quality patient care.
·
To manage the surgery website, NHS Choices and
any other social media marketing programmes to aid the promotion of Albany
House Surgery.
·
To support the Practice Manager to develop the
use of the Accurx text messaging service and the Wi-Fi initiative to streamline
communication processes and advance the patient appointments system and practice
campaigns such as NHS health-checks and the flu campaign.
·
To provide IT and telephony support for all
hardware and software within the Practice.
·
To enter appointment sessions onto the computer
system.
·
To work with the Practice Manager to maintain
good relationships with the PPG (Patient Participation Group), liaising with
the group to help further improve services for patients.
·
To ensure that communication (CAS) alerts
received from organisations such as IBS, NHS England, NHS Public Health are
disseminated to relevant Practice staff and a record of action taken logged
accordingly.
·
To support the Practice Manager in the use of the
electronic policy system (IQ Manager) and help to update and maintain accordingly
disseminating policies to staff.
·
Monitor the Quality and Outcomes Framework (QOF)
data, maximising prevalence and securing maximum achievement through regular
liaison with Practice Manager and partners.
·
Manage of overseeing patient call and recall systems.
·
To be responsible for Patient online access.
Job description
Job responsibilities
Primary Responsibilities
The Deputy
Practice Manager will:
a.
Deputise for the Practice Manager in their absence.
b.
Oversee the reception services of the practice;
ensuring staff achieve their primary responsibilities.
c.
Line manage all reception staff, supporting staff
development, providing guidance and direction, ensuring staff are up to date
with mandatory training.
d.
Completing staff appraisals as required
e.
Identify and deliver training when required.
f.
Develop, implement and embed efficient reception
processes and procedures.
g.
Compiling staff rotas.
h.
Responsible for
staff holidays and making note of absences.
i.
Act as a focal point for communication, advising
reception and administrative staff on methods of communication and best
practice.
j.
Provide initial guidance and advice to patients who
wish to complain.
k.
Monitor telephone system to ensure telephone is being
answered in a timely manner.
l.
Support the Practice Manager in the development of CQC
readiness.
m.
Lead regular team meetings. Convene ad-hoc meetings.
Prepare agendas, take minutes as appropriate.
n.
Keep the practice manager informed of any matters
arising or problems.
o.
Provide a point of contact for building and estate
issues including telephone systems, maintenance schedules and works and
reporting issues.
IT Responsibilities
● To
support the practice with the implementation of The NHS Long Term Plan in
relation
to introducing digital-first primary care.
● To ensure systems are in place
for patients to have online and video
consultations
● To ensure patients have online
access to their full record
● To ensure that the practice is
offering and promoting electronic ordering of repeat
repeat prescriptions.
·
To provide support advice and training for
current and new practice staff in the use of the clinical system.
·
To make sure all new staff are set up
appropriately i.e. passwords, smartcards, ICE access etc for accessing the
computer systems.
● To give patients access to
online correspondence.
To be the
main contact point for IT software and hardware updates working closely with
computer support staff at Computa Center, EMIS, Egton,
Docman, Accurx,
Crescendo, Black Pear and the IBS.
·
Perform the role of ‘trouble shooter’ to timely
solve user and system problems.
·
Develop and support innovative and robust IT systems
for quality patient care.
·
To manage the surgery website, NHS Choices and
any other social media marketing programmes to aid the promotion of Albany
House Surgery.
·
To support the Practice Manager to develop the
use of the Accurx text messaging service and the Wi-Fi initiative to streamline
communication processes and advance the patient appointments system and practice
campaigns such as NHS health-checks and the flu campaign.
·
To provide IT and telephony support for all
hardware and software within the Practice.
·
To enter appointment sessions onto the computer
system.
·
To work with the Practice Manager to maintain
good relationships with the PPG (Patient Participation Group), liaising with
the group to help further improve services for patients.
·
To ensure that communication (CAS) alerts
received from organisations such as IBS, NHS England, NHS Public Health are
disseminated to relevant Practice staff and a record of action taken logged
accordingly.
·
To support the Practice Manager in the use of the
electronic policy system (IQ Manager) and help to update and maintain accordingly
disseminating policies to staff.
·
Monitor the Quality and Outcomes Framework (QOF)
data, maximising prevalence and securing maximum achievement through regular
liaison with Practice Manager and partners.
·
Manage of overseeing patient call and recall systems.
·
To be responsible for Patient online access.
Person Specification
Skills
Essential
- Experience of using IT systems EMIS, DOCMAN, Accrx
- Strong analytical and problem-solving abilities
- Excellent interpersonal and written/verbal communication skills
- Confident IT user with strong digital skills
- Effective time management and the ability to meet deadlines
- Skilled in negotiation and confident in managing conflict appropriately
- Professional, polite, and well-presented
- Strong planning and organisational skills
- Able to perform well under pressure
- Adaptable and open to change
- Proactive, with the ability to use initiative
- A supportive and collaborative team player
- Self-motivated and committed to delivering high standards
- Flexible approach to work
- Able to maintain confidentiality at all times
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Leadership and / or Management Qualification
- AMSPAR Qualification
Experience
Essential
- Experience of working in Primary Care.
- Practical experience of general business management.
- Practical experience of managing and motivating people.
Desirable
- Experience of leading multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of workforce planning
- Good understanding of the GMS contract competency framework.
- An understanding of HR Management principles and techniques.
- An understanding of General Business Management.
- A working knowledge of employment legislation.
- A working knowledge of health and safety legislation
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
- Full UK driving licence
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solutions focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
Person Specification
Skills
Essential
- Experience of using IT systems EMIS, DOCMAN, Accrx
- Strong analytical and problem-solving abilities
- Excellent interpersonal and written/verbal communication skills
- Confident IT user with strong digital skills
- Effective time management and the ability to meet deadlines
- Skilled in negotiation and confident in managing conflict appropriately
- Professional, polite, and well-presented
- Strong planning and organisational skills
- Able to perform well under pressure
- Adaptable and open to change
- Proactive, with the ability to use initiative
- A supportive and collaborative team player
- Self-motivated and committed to delivering high standards
- Flexible approach to work
- Able to maintain confidentiality at all times
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Leadership and / or Management Qualification
- AMSPAR Qualification
Experience
Essential
- Experience of working in Primary Care.
- Practical experience of general business management.
- Practical experience of managing and motivating people.
Desirable
- Experience of leading multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of workforce planning
- Good understanding of the GMS contract competency framework.
- An understanding of HR Management principles and techniques.
- An understanding of General Business Management.
- A working knowledge of employment legislation.
- A working knowledge of health and safety legislation
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
- Full UK driving licence
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solutions focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
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.