Job summary
About the Role
We are looking for an enthusiastic and capableOperations / Deputy Practice Managerto join our team.
Working alongside the Practice Manager and Partners, you will help ensure the smooth and efficient day-to-day running of the practice.Youll play a key role in supporting staff, overseeing administrative processes, maintaining compliance with CQC and NHS standards, and helping us deliver an excellent service to our patients.
This is a fantastic opportunity for someone who enjoys variety, teamwork, and making a meaningful difference within a small, community-focused practice.
Main duties of the job
Key Responsibilities
- Support the Practice Manager with the overall running of the practice, including HR, finance, and operational matters.
- Supervise and support administrative and reception staff, ensuring effective teamwork and communication.
- Manage recruitment, induction, training, and appraisal processes.
- Ensure the practice remains compliant with CQC, Health & Safety, and Information Governance standards.
- Oversee and maintain practice systems, IT, and data security (SystmOne).
- Assist with monitoring and reporting on QOF, enhanced services, and other performance indicators.
- Help coordinate the complaints process and handle patient feedback professionally.
- Liaise with the Acton PCN, community teams, and external partners to support collaborative initiatives.
- Deputise for the Practice Manager when required.
About us
About Us
We are a small, friendly, and well-established GP practice with a patient list of approximately 4,200 patients, located within the Acton Primary Care Network (PCN).Our close-knit team includes 2 GP Partners, 3 regular Locum GPs, 1 Practice Nurse, 1 GPA/HCA, and an administrative team of 8 dedicated staff.
We pride ourselves on delivering high-quality, patient-centred care and maintaining a supportive working environment.We use the SystmOne clinical system and work collaboratively with neighbouring practices within the Acton PCN to share best practice and deliver enhanced services.
Job description
Job responsibilities
To support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
Operational Management
- Support the Practice Manager in the day-to-day running of the practice.
- Supervise and coordinate the work of the administrative and reception team to ensure effective service delivery.
- Deputise for the Practice Manager during periods of absence.
- Maintain and improve administrative systems and workflows to enhance efficiency and patient experience.
- Oversee appointment systems, patient registration, and general office management.
Compliance and Governance
- Support compliance withCare Quality Commission (CQC)standards and other statutory requirements.
- Maintain accurate and up-to-date policies and procedures in line with current regulations.
- Ensure adherence toHealth & Safety,Infection Control, andInformation Governancepolicies.
- Participate in audits and data quality reviews.
Human Resources
- Assist with recruitment, induction, training, and appraisal of staff.
- Promote a positive and supportive working culture.
- Support the Practice Manager in managing staff performance, absence, and conduct.
- Maintain up-to-date staff records and training logs.
Finance and Administration
- Support with monitoring income and expenditure, supplier contracts, and invoicing.
- Assist with claims, enhanced services, and reporting as required.
- Manage supplier relationships and ensure value for money across operational areas.
Quality and Performance
- Assist in monitoring and reporting onQuality and Outcomes Framework (QOF)and enhanced service performance.
- Prepare data and reports for meetings and inspections.
- Support the development and implementation of practice improvement plans.
IT and Data Management
- Oversee the use ofSystmOneclinical system and ensure staff are trained appropriately.
- Ensure compliance withData ProtectionandInformation Governancestandards.
- Support with data analysis, searches, and audits.
Patient Services
- Help manage the complaints process in line with NHS guidance.
- Promote a culture of continuous improvement and excellent patient service.
- Liaise with patients, carers, and other stakeholders in a professional and empathetic manner.
Collaboration and PCN Involvement
- Work collaboratively with theActon PCNand local health and care providers.
- Participate in PCN and locality meetings where required.
- Support PCN-related initiatives and shared services.
Job description
Job responsibilities
To support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
Operational Management
- Support the Practice Manager in the day-to-day running of the practice.
- Supervise and coordinate the work of the administrative and reception team to ensure effective service delivery.
- Deputise for the Practice Manager during periods of absence.
- Maintain and improve administrative systems and workflows to enhance efficiency and patient experience.
- Oversee appointment systems, patient registration, and general office management.
Compliance and Governance
- Support compliance withCare Quality Commission (CQC)standards and other statutory requirements.
- Maintain accurate and up-to-date policies and procedures in line with current regulations.
- Ensure adherence toHealth & Safety,Infection Control, andInformation Governancepolicies.
- Participate in audits and data quality reviews.
Human Resources
- Assist with recruitment, induction, training, and appraisal of staff.
- Promote a positive and supportive working culture.
- Support the Practice Manager in managing staff performance, absence, and conduct.
- Maintain up-to-date staff records and training logs.
Finance and Administration
- Support with monitoring income and expenditure, supplier contracts, and invoicing.
- Assist with claims, enhanced services, and reporting as required.
- Manage supplier relationships and ensure value for money across operational areas.
Quality and Performance
- Assist in monitoring and reporting onQuality and Outcomes Framework (QOF)and enhanced service performance.
- Prepare data and reports for meetings and inspections.
- Support the development and implementation of practice improvement plans.
IT and Data Management
- Oversee the use ofSystmOneclinical system and ensure staff are trained appropriately.
- Ensure compliance withData ProtectionandInformation Governancestandards.
- Support with data analysis, searches, and audits.
Patient Services
- Help manage the complaints process in line with NHS guidance.
- Promote a culture of continuous improvement and excellent patient service.
- Liaise with patients, carers, and other stakeholders in a professional and empathetic manner.
Collaboration and PCN Involvement
- Work collaboratively with theActon PCNand local health and care providers.
- Participate in PCN and locality meetings where required.
- Support PCN-related initiatives and shared services.
Person Specification
Experience
Essential
- Experience of managing multidisciplinary teams
- Experience of working with the general public
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- Understanding of Health and Safety requirements
Desirable
- Experience of working in a healthcare setting
- NHS or general practice experience
- HR understanding and experience
- Experience of health and safety requirements and needs within a small business
- Experience of chairing meetings, producing agendas and minutes
Qualifications
Essential
- A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
- Associate Member of IGPM in view of becoming a full member (MIGPM)
- AMSPAR qualification (L5 in Primary Care and Health Management)
- Leadership and/or management qualification
Knowledge and skills
Essential
- Excellent communication skills (written, oral and presenting)
- Proven leadership skills
- Competent in the use of MS Office and Outlook
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Sensitive and empathetic in distressing situations
- Ability to exploit and negotiate opportunities to enhance service delivery
- Strategic thinker and negotiator with a solutions-focused approach
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Understanding of safeguarding adults and children
- Disclosure Barring Service (DBS) check
- Occupational Health clearance
Desirable
- Clinical system IT user skills
- Flexibility to work outside core office hours
- Full UK driving licence
Person Specification
Experience
Essential
- Experience of managing multidisciplinary teams
- Experience of working with the general public
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- Understanding of Health and Safety requirements
Desirable
- Experience of working in a healthcare setting
- NHS or general practice experience
- HR understanding and experience
- Experience of health and safety requirements and needs within a small business
- Experience of chairing meetings, producing agendas and minutes
Qualifications
Essential
- A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
- Associate Member of IGPM in view of becoming a full member (MIGPM)
- AMSPAR qualification (L5 in Primary Care and Health Management)
- Leadership and/or management qualification
Knowledge and skills
Essential
- Excellent communication skills (written, oral and presenting)
- Proven leadership skills
- Competent in the use of MS Office and Outlook
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Sensitive and empathetic in distressing situations
- Ability to exploit and negotiate opportunities to enhance service delivery
- Strategic thinker and negotiator with a solutions-focused approach
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Understanding of safeguarding adults and children
- Disclosure Barring Service (DBS) check
- Occupational Health clearance
Desirable
- Clinical system IT user skills
- Flexibility to work outside core office hours
- Full UK driving licence
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.