Job summary
Lambeth Walk Group Practice is a well-established,
forward-thinking NHS GP surgery dedicated to delivering high-quality,
patient-centred healthcare to our local community. We are seeking an
experienced and motivated Operations Manager to join our team on a full-time,
permanent basis.
This pivotal role is central to the smooth and effective
running of the practice. The Operations Manager will work closely with the GP
Partners and Practice Manager to ensure that all operational aspects of the
practice are well-coordinated, efficient, and compliant with NHS standards and
regulatory requirements.
The successful candidate will lead on day-to-day management
of administrative and clinical support functions, oversee staffing and
workflow, and drive service improvement initiatives that enhance patient
experience and support the strategic objectives of the practice. They will
bring strong leadership, organisational, and communication skills, along with a
proactive approach to problem-solving and continuous improvement.
This is an exciting opportunity for a capable and dynamic
professional who is passionate about primary care operations and committed to
supporting the delivery of safe, effective, and compassionate healthcare within
a thriving and supportive practice environment.
Main duties of the job
- Oversee the daily operational running of the practice to ensure effective, high-quality service delivery.
- Manage and support administrative and reception teams, including staff rotas, performance, and development.
- Coordinate workflow between clinical and non-clinical teams to maintain smooth patient pathways.
- Ensure compliance with NHS policies, CQC standards, health and safety, and data protection requirements.
- Lead on implementing systems and processes to improve efficiency, patient experience, and staff satisfaction.
- Act as the first point of contact for operational issues, resolving problems promptly and effectively.
- Contribute to business continuity planning and support change management initiatives across the practice.
About us
Lambeth Walk Group Practice is a long-established, friendly,
and progressive GP surgery located in the heart of Lambeth. We are proud to
provide high-quality, patient-centred primary care to a diverse local
community, offering a wide range of medical services to meet the health needs
of our population.
Our experienced team of GPs, nurses, healthcare assistants,
and administrative staff work collaboratively to deliver compassionate,
accessible, and efficient care. We are committed to promoting health and
wellbeing, managing long-term conditions, and supporting our patients to make
informed decisions about their health.
The practice operates within the NHS framework and is
actively engaged in local initiatives aimed at improving community health
outcomes. We embrace innovation and continuous improvement, making use of
digital tools and data-driven approaches to enhance patient experience and
streamline practice operations.
At Lambeth Walk Group Practice, we pride ourselves on being
a supportive and inclusive workplace that values teamwork, professional
development, and a culture of respect. Our goal is to maintain a well-run,
sustainable practice that continues to provide excellent care for our patients
and a positive working environment for our staff.
Job description
Job responsibilities
Location: Akerman Health Centre & Hurley Clinic
Job Summary: We are looking for an experienced Operations Manager to oversee the operational management of two busy GP practice sites. The role involves leading and supporting clinical and administrative teams, ensuring high-quality patient care, operational efficiency, and compliance with NHS and CQC standards. The Operations Manager will work closely with the Practice Business Manager, Operations Support team, and clinical staff to implement best practices, manage HR processes, and drive practice development initiatives.
Key Responsibilities:
Team Leadership & Management:
- Lead and motivate clinical and administrative teams across both sites, promoting high standards of performance and patient care.
- Oversee recruitment, staff inductions, mandatory training, and professional development.
- Manage daily HR operations, including staff concerns, one-to-one meetings, and investigations, ensuring Breathe HR records are accurate and up to date.
- Cooperate with the Practice Business Manager on escalated HR matters.
- Oversee the organisation of staff meetings and work closely with the Operations Support team to coordinate operational workflows and administrative processes.
- Support workplace culture initiatives, conflict resolution, and staff engagement.
Operational Management:
- Oversee clinical and reception/admin rota management, ensuring efficient allocation of staff and maximising appointment slots.
- Monitor operational performance, patient access, and workflow efficiency.
- Ensure effective communication between clinical and administrative teams.
- Oversee administrative systems, stock control, pathology, call/recall systems, and clinical room allocation.
- Manage NHSE workforce declarations and extended hours reporting in coordination with the Practice Business Manager.
HR Management:
- Lead daily HR operations, serving as first point of contact for staff concerns, one-to-one meetings, and investigations.
- Ensure all staff records, documentation, and Breathe HR entries are accurate and up to date, including absences, annual leave, return-to-work meetings, and completed training.
- Cooperate closely with the Practice Business Manager on escalated HR matters and formal disciplinary or grievance processes.
- Oversee staff inductions, workloads, and operational support to maintain effective staffing across both sites.
Governance & Compliance:
- Ensure compliance with mandatory training, health and safety, staff immunisations, DBS checks, BLS training, and CQC standards.
- Conduct audits, risk assessments, and quality assurance reviews.
- Manage safeguarding administrative processes, SEAs, and data breach reporting.
- Organise and report on Patient Participation Group (PPG) meetings.
Patient Complaints & Service Improvement:
- Take ownership of patient complaints, ensuring timely, professional responses in line with NHS guidance.
- Investigate complaints, liaise with staff and clinical leads, and identify trends to improve services.
- Prepare and submit the annual complaints report to senior management.
- Develop strategies to improve patient access, reduce waiting times, and enhance patient experience.
Premises & Equipment Management:
- Maintain Business Continuity Plan awareness and coordinate site inspections.
- Oversee security, cleaning quality, minor repairs, waste management, and equipment monitoring.
- Organise and monitor mandatory audits, including equipment calibration, PAT testing, and statutory inspections.
Teaching & Training Coordination:
- Act as primary contact for GP trainees and medical students, coordinating inductions, attendance, and school liaison.
- Support supervising clinicians to ensure educational placements meet requirements.
Meetings & Project Management:
- Organise team meetings and MDT participation, ensuring agendas, minutes, and follow-up actions.
- Lead operational improvement projects, digital initiatives, website updates, and NHS App implementation.
Call/Recall Programmes & PCN Targets:
- Oversee patient recall programmes (QOF, screenings, immunisations, seasonal campaigns, safeguarding follow-ups).
- Monitor and report on PCN targets, ensuring compliance with local and national requirements.
- Analyse programme performance and recommend improvements to maximise uptake and practice income.
IT & Systems Oversight:
- Oversee IT and systems support, including Emis, Docman, Accurx, Surgery Connect, ICE, and tQuest.
- Provide guidance and cover for Operations Support during absences.
- Monitor system performance and recommend improvements to enhance operational efficiency.
Health & Safety:
- Ensure compliance with Health & Safety regulations through audits, risk assessments, and staff training.
Role Requirements:
- Minimum 3 years experience as an Operations Manager or Practice Manager in a GP practice.
- At least 5 years experience working in general practice or primary care settings.
- Significant HR experience, including managing staff, investigations, and supporting disciplinary processes.
- Experience managing compliance, including CQC standards, NHS policies, and Health & Safety regulations.
- Proficiency with EMIS clinical system and other practice IT systems (Docman, Accurx, Surgery Connect, ICE).
- Strong leadership, organisational, and communication skills.
- Knowledge of PCN targets, operational procedures, and overall practice governance.
We Offer:
- A supportive, dynamic work environment.
- Opportunities for professional development.
- The chance to make a tangible impact on patient care and practice operations.
Job description
Job responsibilities
Location: Akerman Health Centre & Hurley Clinic
Job Summary: We are looking for an experienced Operations Manager to oversee the operational management of two busy GP practice sites. The role involves leading and supporting clinical and administrative teams, ensuring high-quality patient care, operational efficiency, and compliance with NHS and CQC standards. The Operations Manager will work closely with the Practice Business Manager, Operations Support team, and clinical staff to implement best practices, manage HR processes, and drive practice development initiatives.
Key Responsibilities:
Team Leadership & Management:
- Lead and motivate clinical and administrative teams across both sites, promoting high standards of performance and patient care.
- Oversee recruitment, staff inductions, mandatory training, and professional development.
- Manage daily HR operations, including staff concerns, one-to-one meetings, and investigations, ensuring Breathe HR records are accurate and up to date.
- Cooperate with the Practice Business Manager on escalated HR matters.
- Oversee the organisation of staff meetings and work closely with the Operations Support team to coordinate operational workflows and administrative processes.
- Support workplace culture initiatives, conflict resolution, and staff engagement.
Operational Management:
- Oversee clinical and reception/admin rota management, ensuring efficient allocation of staff and maximising appointment slots.
- Monitor operational performance, patient access, and workflow efficiency.
- Ensure effective communication between clinical and administrative teams.
- Oversee administrative systems, stock control, pathology, call/recall systems, and clinical room allocation.
- Manage NHSE workforce declarations and extended hours reporting in coordination with the Practice Business Manager.
HR Management:
- Lead daily HR operations, serving as first point of contact for staff concerns, one-to-one meetings, and investigations.
- Ensure all staff records, documentation, and Breathe HR entries are accurate and up to date, including absences, annual leave, return-to-work meetings, and completed training.
- Cooperate closely with the Practice Business Manager on escalated HR matters and formal disciplinary or grievance processes.
- Oversee staff inductions, workloads, and operational support to maintain effective staffing across both sites.
Governance & Compliance:
- Ensure compliance with mandatory training, health and safety, staff immunisations, DBS checks, BLS training, and CQC standards.
- Conduct audits, risk assessments, and quality assurance reviews.
- Manage safeguarding administrative processes, SEAs, and data breach reporting.
- Organise and report on Patient Participation Group (PPG) meetings.
Patient Complaints & Service Improvement:
- Take ownership of patient complaints, ensuring timely, professional responses in line with NHS guidance.
- Investigate complaints, liaise with staff and clinical leads, and identify trends to improve services.
- Prepare and submit the annual complaints report to senior management.
- Develop strategies to improve patient access, reduce waiting times, and enhance patient experience.
Premises & Equipment Management:
- Maintain Business Continuity Plan awareness and coordinate site inspections.
- Oversee security, cleaning quality, minor repairs, waste management, and equipment monitoring.
- Organise and monitor mandatory audits, including equipment calibration, PAT testing, and statutory inspections.
Teaching & Training Coordination:
- Act as primary contact for GP trainees and medical students, coordinating inductions, attendance, and school liaison.
- Support supervising clinicians to ensure educational placements meet requirements.
Meetings & Project Management:
- Organise team meetings and MDT participation, ensuring agendas, minutes, and follow-up actions.
- Lead operational improvement projects, digital initiatives, website updates, and NHS App implementation.
Call/Recall Programmes & PCN Targets:
- Oversee patient recall programmes (QOF, screenings, immunisations, seasonal campaigns, safeguarding follow-ups).
- Monitor and report on PCN targets, ensuring compliance with local and national requirements.
- Analyse programme performance and recommend improvements to maximise uptake and practice income.
IT & Systems Oversight:
- Oversee IT and systems support, including Emis, Docman, Accurx, Surgery Connect, ICE, and tQuest.
- Provide guidance and cover for Operations Support during absences.
- Monitor system performance and recommend improvements to enhance operational efficiency.
Health & Safety:
- Ensure compliance with Health & Safety regulations through audits, risk assessments, and staff training.
Role Requirements:
- Minimum 3 years experience as an Operations Manager or Practice Manager in a GP practice.
- At least 5 years experience working in general practice or primary care settings.
- Significant HR experience, including managing staff, investigations, and supporting disciplinary processes.
- Experience managing compliance, including CQC standards, NHS policies, and Health & Safety regulations.
- Proficiency with EMIS clinical system and other practice IT systems (Docman, Accurx, Surgery Connect, ICE).
- Strong leadership, organisational, and communication skills.
- Knowledge of PCN targets, operational procedures, and overall practice governance.
We Offer:
- A supportive, dynamic work environment.
- Opportunities for professional development.
- The chance to make a tangible impact on patient care and practice operations.
Person Specification
Experience
Essential
- We are looking for an experienced, confident Operations Manager with a strong background in general practice or primary care, who can lead teams across two busy GP sites and ensure safe, efficient, and high-quality service delivery.
- Essential
- Minimum 3 years experience in an Operations Manager or Practice Manager role within a GP practice.
- At least 5 years experience working in general practice or primary care.
- Strong HR management experience, including managing staff concerns, investigations, absence management, and supporting disciplinary or grievance processes.
- Proven experience leading and motivating multidisciplinary clinical and administrative teams.
- Sound knowledge of GP practice operations, governance, and compliance, including CQC, safeguarding, and Health & Safety requirements.
- Experience managing rotas, workflows, and operational performance across one or more sites.
- Confident handling patient complaints, ensuring timely, professional responses in line with NHS guidance.
- Excellent organisational, communication, and problem-solving skills.
- High level of IT proficiency, including EMIS and other general practice systems (e.g. Docman, Accurx, Surgery Connect).
- Professional, approachable, and resilient, with the ability to manage competing priorities in a fast-paced environment.
- Desirable
- Management, leadership, or HR-related qualification.
- Experience working within a PCN, including monitoring PCN targets and call/recall programmes (QOF, immunisations, screenings).
- Experience supporting GP trainees or medical students.
- Experience leading service improvement, digital, or systems-based projects.
- Familiarity with workforce reporting, extended hours reporting, and HR systems such as Breathe HR.
- Personal Qualities
- Proactive and solutions-focused, with a commitment to continuous improvement.
- Able to lead with empathy while maintaining high standards and accountability.
- Discreet and confident when handling sensitive and confidential matters.
- Passionate about improving patient experience and supporting staff wellbeing.
Person Specification
Experience
Essential
- We are looking for an experienced, confident Operations Manager with a strong background in general practice or primary care, who can lead teams across two busy GP sites and ensure safe, efficient, and high-quality service delivery.
- Essential
- Minimum 3 years experience in an Operations Manager or Practice Manager role within a GP practice.
- At least 5 years experience working in general practice or primary care.
- Strong HR management experience, including managing staff concerns, investigations, absence management, and supporting disciplinary or grievance processes.
- Proven experience leading and motivating multidisciplinary clinical and administrative teams.
- Sound knowledge of GP practice operations, governance, and compliance, including CQC, safeguarding, and Health & Safety requirements.
- Experience managing rotas, workflows, and operational performance across one or more sites.
- Confident handling patient complaints, ensuring timely, professional responses in line with NHS guidance.
- Excellent organisational, communication, and problem-solving skills.
- High level of IT proficiency, including EMIS and other general practice systems (e.g. Docman, Accurx, Surgery Connect).
- Professional, approachable, and resilient, with the ability to manage competing priorities in a fast-paced environment.
- Desirable
- Management, leadership, or HR-related qualification.
- Experience working within a PCN, including monitoring PCN targets and call/recall programmes (QOF, immunisations, screenings).
- Experience supporting GP trainees or medical students.
- Experience leading service improvement, digital, or systems-based projects.
- Familiarity with workforce reporting, extended hours reporting, and HR systems such as Breathe HR.
- Personal Qualities
- Proactive and solutions-focused, with a commitment to continuous improvement.
- Able to lead with empathy while maintaining high standards and accountability.
- Discreet and confident when handling sensitive and confidential matters.
- Passionate about improving patient experience and supporting staff wellbeing.
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.