Practice Operations Manager (NHS GP Practice)

Job description

Job responsibilities

Team Leadership & Management:

• Lead, motivate, and manage the practice teams at both sites to ensure high standards of performance and patient care.
• Oversee recruitment, mandatory training, and development of staff to maintain a skilled workforce across both locations.
• Conduct performance evaluations, set objectives, and implement personal development plans.
• Communicate effectively with the Assistant Practice Manager who manages the rota for the admin and clinical team.
• Address staff concerns, facilitate conflict resolution, and promote a positive workplace culture.
• Conduct staff appraisals, including annual performance reviews, goal setting, and periodic informal reviews.
• Manage unplanned absences, ensuring all are recorded in Breathe HR, including conducting return-to-work reviews.
• Address staffing issues, including conflicts, performance issues, poor service, and clinical safety concerns.
• Organise regular staff meetings and document actions agreed upon.
• Utilise Breathe HR to ensure completeness and accuracy of records. Encourage staff to keep their own records updated (e.g., emergency contact details, training records). Ensure staff have read relevant documents on the system.
• Support staff survey processes to gather feedback and improve workplace culture

Operational Duties:

Clinical and Reception/Admin Rota Management:

• Oversee rota/cover coordination. Ensuring that all work is scheduled according to the practice guidance

Communication:

• Act as the primary point of contact between the reception/admin team and clinical staff, facilitating clear and consistent communication regarding schedules and operational protocols.
• Keep the reception staff informed of any changes in practice protocols, training opportunities, or other relevant updates.

Administrative Support:

• Manage stock control (clinical and non-clinical), including ordering office supplies, drugs, consumables, and medical equipment.
• Implement administrative systems around prescribing to support prescribers.
• Oversee the management of the pathology system, including sample storage and collection, and monitor the ICE system.
• Handle incoming administration tasks, including post, scanning, summarising and coding, registrations, de-registrations, and support for eRS and reporting.
• Manage routine administration systems, such as call/recall systems (e.g., Flu, diabetes, NHS Health Checks).
• Conduct interviews and oversee the induction program for new staff joiners.
• Manage NHSE declarations related to workforce, extended hours, and whole practice via PCSE.
• Monitor active administrative tasks, including managing the tasks pool on Emis and handling information requests.
• Oversee clinical room allocation and reception management, ensuring efficient call handling, private patient transactions, chaperone facilitation, translator services, and patient information management.

Governance and compliance:

Ensure that all mandatory compliance measures are met, including:

• Staff mandatory training and development.
• Staff immunisation and health requirements.
• Conducting internal and external audits.
• Regularly updating policies and procedures in line with CQC standards.
• Monitor and manage risks within the practice, implementing necessary actions to mitigate them.
• Conduct regular audits and quality assurance reviews to uphold practice standards.
• Maintain accurate records and documentation for governance and reporting purposes.
• Manage complaints, including dealing with day-to-day patient complaints, responding to written complaints, and monitoring NHS Choices comments.
• Conduct health and safety assessments, including risk assessments for infection control and slips and trips.
• Capture Significant Event Analyses (SEAs) for review and discussion with the team.
• Manage safeguarding administrative processes, including information requests.
• Organise and ensure at least three annual Patient Participation Group (PPG) meetings, including minuting and actioning outcomes.

Patient Demand Management:

• Analyse patient demand trends to optimise appointment scheduling and resource allocation across both sites (Apex)
• Develop strategies to improve patient access and reduce waiting times at the main operations and secondary branch.
• Engage with patients to gather feedback and improve service delivery at both locations.
• Collaborate with clinical teams to manage care pathways and enhance patient outcomes.

Premises management and equipment

• Familiarise with Business Continuity Plan (BCP) policies, including call trees and arranging on-site inspections.
• Manage security protocols, including opening and closing procedures, key fob management, and locked drugs/fridges.
• Coordinate minor premises repairs using approved suppliers/contractors.
• Monitor equipment to ensure it is fit for use, including IT PCs, telephone systems (Surgery Connect), printers, and payment terminals.
• Oversee cleaning quality and raise issues with suppliers as necessary.
• Ensure proper waste management, including correct bin usage for storage and collections.

HR:

• Organise staff inductions, arrange paperwork, logins, and smartcards for new team members.
• Manage absences and annual leave records in Breathe HR.
• Organise return-to-work meetings.
• Participate in recruitment and training processes.
• Assist in staff appraisals as required.
• Allocate workloads between reception and admin staff, arranging cover for sickness and annual leave.

Call/Recall Programmes:

• Support the practice in recall programmes such as:
• QOF (Quality and Outcomes Framework)
• Local Improvement Schemes
• Direct Enhanced Services
• Cervical cytology recall
• Childhood immunisation
• NHS Health Checks
• Safeguarding

IT and Systems Support:

• Act as Local Administrator/RA, providing support, training and arranging logins for IT systems including Emis, Docman, Accurx, Surgery Connect, ICE, tQuest and others.
• Liaise with the IT Service Desk to resolve hardware and software issues.
• Provide support and training for staff in resolving simple issues with PCs, printers, and phone lines.
• Train staff on Emis, Docman, Accurx, Surgery Connect, and Microsoft Office applications.

Project Management:

• Lead and support the development of innovative projects aimed at improving practice processes and optimising workflows.
• Manage and coordinate website updates, ensuring user-friendly design and accessibility for patients.
• Promote and implement the NHS App and other digital tools to enhance patient engagement, streamline services, and improve overall service delivery.

Health and Safety:

• Ensure compliance with Health & Safety regulations by conducting internal audits and risk assessments.
• Ensure staff are trained and aware of relevant Health & Safety procedures.

Other duties

• Perform additional tasks required for the efficient operation of the practice
• Undertake mandatory and not mandatory CPD trainings on Practice Index, or training as may be required to develop your skills and abilities
• Attend refresher and update training for medical emergencies and CPR
• Attend practice and MS Teams Meetings

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Person Specification

Experience

Essential

• - GP surgery: 3 years (required)
• - Practice Operations Manager: 2 years (required)
• - Clinical rota management (required)
• - CQC Compliance
• - Health and Safety

Desirable

• - EMIS experience
• - Live within 45 minutes commute of the practice

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

Lambeth Walk Group Practice

Address

Akerman Health Centre

60 Patmos Road

London

SW9 6AF

Employer's website

https://lambethwalkgp.co.uk/ (Opens in a new tab)