Job summary
Exciting Opportunity: Practice Business Manager at Medwyn Surgery
Medwyn Surgery is seeking a dynamic and experienced Practice Business Manager to lead our established and successful GP practice. This is a unique opportunity for an individual with a passion for primary care and a proven track record in business management to take the helm of a thriving healthcare team.
Ideal Candidate:
The successful candidate will possess:
Proven experience in primary care management, with a comprehensive understanding of NHS operations and challenges or the equivalent sector experience.
Strong leadership skills, with the ability to inspire and manage a diverse team.
Excellent communication and interpersonal skills, capable of building relationships with staff, patients, and external stakeholders.
A proactive, 'can-do' attitude with a focus on continuous improvement and innovation.
Financial acumen and experience in managing budgets and resources effectively.
If you are ready to lead a forward-thinking practice and make a significant impact on patient care, we would love to hear from you.
Main duties of the job
Key Responsibilities:
Leadership & Team Management:Lead a large, friendly, and dedicated team committed to delivering high-quality patient care. Foster a collaborative and supportive environment that encourages professional growth and excellence.
Strategic Oversight:Drive the strategic direction of the practice, ensuring alignment with NHS objectives and adapting to the evolving healthcare landscape. Implement effective systems to enhance operational efficiency and service delivery.
Financial Stewardship:Oversee budgeting, financial planning, and resource allocation to ensure the practice operates within financial parameters while maximizing service quality and patient satisfaction.
Operational Excellence:Manage day-to-day operations, including HR functions, compliance with healthcare regulations, and the integration of new technologies and practices to improve patient care
About us
Medwyn Surgery is a well-established GP practice located in the heart of Dorking, Surrey, serving a growing patient population of over 14,000. Our mission is to deliver the highest standard of primary healthcare, encompassing not only medical treatment but also comprehensive health information, community engagement, and fostering strong doctor-patient relationships.
Operating from the purpose-built Medwyn Centre on Reigate Road, our facility, completed in 2006, offers a modern and accessible environment for both patients and staff. The Centre houses a range of services, including Medwyn Surgery, physiotherapy and podiatry services, community health staff, conference and meeting facilities, a pharmacy, audiometry services, and a variety of services provided by sessional medical practitioners.
The Centre is fully accessible, featuring step-free access, wheelchair-friendly facilities, an induction loop, and a disabled toilet. Additional amenities include CCTV for security, comfort cooling, and automated check-in and patient calling systems, all contributing to a comfortable and efficient healthcare environment.
Medwyn Surgery offers a full range of Enhanced Services to our patients, ensuring comprehensive care that meets the diverse needs of our community. We provide Improved Access appointments every weekday evening and on Saturdays, accommodating patients who require flexibility in scheduling their healthcare visits.
Job description
Job responsibilities
Planning and Development:
- Prepare annual reports and business development plans
- Supply leadership on new developments and strategies
- Be aware of developments and opportunities within the NHS both locally and nationally
- Set and review practice aims and objectives to optimise development opportunities
- Achieve and maintain compliance with the Care Quality Commission
- Attend and contribute to PCN meetings
- Support the Caldicott Guardian with GDPR compliance
- Updating of policies, protocols and working processes
- Manage and update TeamNet
Human Resources:
To oversee all human resources to comply with legislation. Practice Manager to work with and oversee with support from the Quality and HR Support Manager. HR to include:
- Staff recruitment and selection
- Ensure contracts of employment, job descriptions and all other documentation is provided and updated
- Annual appraisal for all staff
- Administer annual leave
- Undertake exit interviews
- Absence management
- Performance review
- Establish staff training needs to meet the needs of the practice and to support staff development
- Conduct regular meetings with staff and keep team motivated
Finance and profitability supported by the Bookeeper:
- Responsibility for the administration and control of all the financial aspects of the practice including payroll, NHS pension scheme arrangements, claims and incentives
- Ensuring that all income due to the practice is claimed and maximised and expenditure due to or made by the practice is recorded on the computerised bookkeeping system
- Preparing financial reports, budgets, and projections as required.
- Exploring opportunities to improve profitability
- Liaising with the practice accountants
- Responsibility for the calculation and payment of partners drawings and superannuation
- Budgeting, forecasting, controlling and reconciliation of cash flow
- Maintain VAT records and submit quarterly VAT returns
- Loan agreements
- Review of private fees
Information Technology
- Responsible for the day-to-day management of all aspects of information technology supported by the Operations and Digital Transformation Manager including:
- Support the Caldicott Guardian to ensure full compliance with Data Protection Act 1998
- Production of, and compliance to, policies and protocols regarding access, loading of software, operating systems, system backups and disaster recovery
Website management
- Look for new technologies to improve patient experience and staff work load.
Premises
Overall responsibility for facilities management supported by Operations Manager and Digital Transformation Manager and Operations Assistant including:
- Statutory requirements
- Security
- Organising repairs and maintenance
- Insurance provision
- Health & Safety
- Project management in line with practice development plans
- Liaise with Centres tenants to ensure customer satisfaction with facilities and services is maintained
- Responsible for tenant reviews and updates to leases
Patient Services
- Ensuring adequate and appropriately timed provision of appointments and clinics
- Implementing and maintaining systems to receive patient enquiries and suggestions, including responsibility for the practice based complaints procedure, and supervision of patient satisfaction
- Reviewing and updating the practice information leaflet, general practice publicity, and health education material
- Produce a quarterly newsletter
- Promoting and achieving patient participation from Medwyn patients in decisions which affect the services provided and their care
- Management of SEAs
- Management of complaints
Other
- All aspects of H & S including updating and maintaining all H & S documentation
- Initiating, producing and reviewing administrative policies and procedures
- Ensure clinical policies and procedures are produced and reviewed by an appropriate clinician
- Co-ordinate the research activities of the Practice
- Ensure efficient communication, internally and externally, with all agencies, thus promoting the name and image of the practice
- Be the focal point of contact with Surrey Heartlands, Dorking Primary Care Network, partnerships solicitors, accountants, banks and any other appropriate third party
- Maintain all necessary accreditations for the practice to pursue its activities e.g., Research Ready, Information Governance
- Keep video camera and sign out to registrars
- Educational rota
- NHS Digital Data Collection
- Equipment calibration
- Orders
- Quarterly Declaration submission
- Line management of ARRs roles
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Safeguarding
The post-holder must show commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults. The successful candidate will be expected to follow safeguarding policies, complete appropriate safeguarding training and undergo an enhanced DBS check.
Equality and Diversity:
- The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
- The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
- Undertake / participate in the annual appraisals of staff in the team including their Personal Development Plans.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members and the public
- Communicate effectively with patients and carers and other service users
- Recognise peoples needs for alternative methods of communication and respond accordingly
Job description
Job responsibilities
Planning and Development:
- Prepare annual reports and business development plans
- Supply leadership on new developments and strategies
- Be aware of developments and opportunities within the NHS both locally and nationally
- Set and review practice aims and objectives to optimise development opportunities
- Achieve and maintain compliance with the Care Quality Commission
- Attend and contribute to PCN meetings
- Support the Caldicott Guardian with GDPR compliance
- Updating of policies, protocols and working processes
- Manage and update TeamNet
Human Resources:
To oversee all human resources to comply with legislation. Practice Manager to work with and oversee with support from the Quality and HR Support Manager. HR to include:
- Staff recruitment and selection
- Ensure contracts of employment, job descriptions and all other documentation is provided and updated
- Annual appraisal for all staff
- Administer annual leave
- Undertake exit interviews
- Absence management
- Performance review
- Establish staff training needs to meet the needs of the practice and to support staff development
- Conduct regular meetings with staff and keep team motivated
Finance and profitability supported by the Bookeeper:
- Responsibility for the administration and control of all the financial aspects of the practice including payroll, NHS pension scheme arrangements, claims and incentives
- Ensuring that all income due to the practice is claimed and maximised and expenditure due to or made by the practice is recorded on the computerised bookkeeping system
- Preparing financial reports, budgets, and projections as required.
- Exploring opportunities to improve profitability
- Liaising with the practice accountants
- Responsibility for the calculation and payment of partners drawings and superannuation
- Budgeting, forecasting, controlling and reconciliation of cash flow
- Maintain VAT records and submit quarterly VAT returns
- Loan agreements
- Review of private fees
Information Technology
- Responsible for the day-to-day management of all aspects of information technology supported by the Operations and Digital Transformation Manager including:
- Support the Caldicott Guardian to ensure full compliance with Data Protection Act 1998
- Production of, and compliance to, policies and protocols regarding access, loading of software, operating systems, system backups and disaster recovery
Website management
- Look for new technologies to improve patient experience and staff work load.
Premises
Overall responsibility for facilities management supported by Operations Manager and Digital Transformation Manager and Operations Assistant including:
- Statutory requirements
- Security
- Organising repairs and maintenance
- Insurance provision
- Health & Safety
- Project management in line with practice development plans
- Liaise with Centres tenants to ensure customer satisfaction with facilities and services is maintained
- Responsible for tenant reviews and updates to leases
Patient Services
- Ensuring adequate and appropriately timed provision of appointments and clinics
- Implementing and maintaining systems to receive patient enquiries and suggestions, including responsibility for the practice based complaints procedure, and supervision of patient satisfaction
- Reviewing and updating the practice information leaflet, general practice publicity, and health education material
- Produce a quarterly newsletter
- Promoting and achieving patient participation from Medwyn patients in decisions which affect the services provided and their care
- Management of SEAs
- Management of complaints
Other
- All aspects of H & S including updating and maintaining all H & S documentation
- Initiating, producing and reviewing administrative policies and procedures
- Ensure clinical policies and procedures are produced and reviewed by an appropriate clinician
- Co-ordinate the research activities of the Practice
- Ensure efficient communication, internally and externally, with all agencies, thus promoting the name and image of the practice
- Be the focal point of contact with Surrey Heartlands, Dorking Primary Care Network, partnerships solicitors, accountants, banks and any other appropriate third party
- Maintain all necessary accreditations for the practice to pursue its activities e.g., Research Ready, Information Governance
- Keep video camera and sign out to registrars
- Educational rota
- NHS Digital Data Collection
- Equipment calibration
- Orders
- Quarterly Declaration submission
- Line management of ARRs roles
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Safeguarding
The post-holder must show commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults. The successful candidate will be expected to follow safeguarding policies, complete appropriate safeguarding training and undergo an enhanced DBS check.
Equality and Diversity:
- The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
- The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
- Undertake / participate in the annual appraisals of staff in the team including their Personal Development Plans.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members and the public
- Communicate effectively with patients and carers and other service users
- Recognise peoples needs for alternative methods of communication and respond accordingly
Person Specification
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Educated to degree level in healthcare or business or an equivalent
- Leadership and /or management qualifications
Experience
Essential
- Good standard of education with excellent literacy and numeracy skills
- Experience of working with the general public
- Experience of managing finances
- Experience of managing large multidisciplinary teams
- Experience of successfully developing and implementing projects
- Ability to exploit and negotiate opportunities to enhance service delivery
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Strategic thinker and negotiator
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organising)
- Ability to network and build relationships
- Proven problem solving and analytical skills
- Ability to develop, implement and embed policy and procedure
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
- 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
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- To be discreet and always maintain confidentiality
Desirable
- Experience of working in a healthcare setting
- NHS/primary care general practice experience
- Relevant health and safety experience
- Clinical system user skills
Person Specification
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Educated to degree level in healthcare or business or an equivalent
- Leadership and /or management qualifications
Experience
Essential
- Good standard of education with excellent literacy and numeracy skills
- Experience of working with the general public
- Experience of managing finances
- Experience of managing large multidisciplinary teams
- Experience of successfully developing and implementing projects
- Ability to exploit and negotiate opportunities to enhance service delivery
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Strategic thinker and negotiator
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organising)
- Ability to network and build relationships
- Proven problem solving and analytical skills
- Ability to develop, implement and embed policy and procedure
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
- 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
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- To be discreet and always maintain confidentiality
Desirable
- Experience of working in a healthcare setting
- NHS/primary care general practice experience
- Relevant health and safety experience
- Clinical system user skills
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.
