Dispensary Operations Lead

NHS; West Midlands Combined Authority; On-site; GBP 30,000 - 40,000; Part time

Job summary

A community healthcare provider in the UK seeks a Dispensary Lead to oversee the dispensary team's operations, ensuring compliance with NHS standards and providing excellent patient service. The ideal candidate will possess strong leadership skills and relevant experience in a pharmacy environment. This part-time position offers an essential role in delivering high-quality medical services to the community.

Qualifications

• Significant experience in a dispensary or pharmacy environment, ideally in a GP Practice.
• Experience of and success at motivating people.
• Experience of providing a customer-focused service.

Responsibilities

• Oversee day to day operations and lead the Dispensary team.
• Ensure compliance with NHS, DSQS and CQC standards.
• Handle patient queries and complaints professionally.

Skills

Leadership

Customer service

Teamwork

Dispensing knowledge

Quality control

Education

NVQ Level 3 in Pharmacy Services

Tools

Titan system

EMIS Web

Job description

Job Summary

Pershore Medical Practice are seeking a Dispensary Lead - 30-35 hours a week. We are looking for someone who is experienced and skilled in some or all of the following key areas;

• Provision of full range of Dispensary (or Pharmacy) services
• Directing, motivating and organising a team within a Dispensary/Pharmacy
• Provision of excellent customer services and handling verbal customer complaints
• Team working
• Quality control and assurance
  
  

The successful candidate will have a strong work ethic and be dedicated to the provision of high-quality services to our patients. They will need to be able to effectively lead a team of dispensers in their daily work and take responsibility for a daily rota and overseeing work tasks within the Dispensary. They will need to be a qualified and significantly experienced Dispenser. They will be flexible and able to work under pressure at times prioritise workload as necessary. We are looking for adaptable and loyal team players, eager to contribute to a supportive and dynamic practice.

Main duties of the job

Job Summary:

• The Dispensary Operations Lead ensures the smooth running of the dispensary, to include but not limited to, dispensing, staffing, patient liaison and satisfaction, vending machine.
• Monitor and manage workflow and productivity ensuring all the team follow the dispensary Standard Operating Procedures in every aspect of dispensing.
• Ensuring targets are met in relation to turnaround for prescription requests and deadlines for Dispensary processes.
• To lead the Dispensary Team in ensuring that effective friendly and efficient service is provided to patients.
  
  

About Us

See full Job Description attached for further details

We are a 5 partner dispensing practice located in the heart of the market town of Pershore, Worcestershire. We work hard to provide exceptional care to around 11,000 patients approximately half of whom are dispensing patients in Pershore and the surrounding villages. Our aim is to provide high quality modern medical care; to enable easy access to a full range of services, in an attractive environment and atmosphere.

We have a CQC rating of Good. As the Dispensary Operations Lead you will play a pivotal role in looking after the day to day running of the Dispensary services. You will work closely with the Dispensary Finance Lead, Clinical Pharmacist, Practice Manager and team of dispensers.

The building provides modern consulting and examination rooms and also includes Pershore Community Hospital and community clinics provided by Worcestershire Health and Care Trust.

We are part of the Pershore and Upton Primary Care Network.

The practice has 10 GPs, 1 GP Registrar, 1 Advanced Nurse Practitioners, 2 Specialist Practice Nurses, 4 Practice Nurses, 1 Clinical Pharmacists, 4 Pharmacy Technicians, 2 Healthcare Assistants and 1 Phlebotomist.

Please view our website for further details.

https://www.pershoremedicalpractice.co.uk

Details

Date posted

01 August 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

Depending on experience Equivalent Agenda for Change Band 5 dependent on experience.

Contract

Permanent

Working pattern

Part-time

Reference number

A0875-25-0000

Job locations

Queen Elizabeth Drive

Pershore

Worcestershire

WR10 1PX

Job Description

Job responsibilities

Duties And Responsibilities:

Operational Lead

• Oversee day to day operations and lead the Dispensary team on the ground.
• Improve organisational processes where necessary (KPI measured in Rx turnaround time, optimum is 3 days)
• Work to improve quality, productivity and efficiency (KPI measured in Rx turnaround time, optimum is 3 days)
• Manage the Titan system ensuring it is used to maximum effect. (KPI measured in items dispensed per staff hr)
• Oversee the vending machine ensuring it is used effectively. Work to maintain and increase numbers using the vending machine. (KPI measured in items dispensed per week via the machine and patient feedback via annual survey [to be co-ordinated by postholder]).
• Streamline dispensing processes (KPI measured in Rx turnaround time, optimum is 3 days)
• Ensure that the Dispensary area is kept in a tidy and orderly fashion ensuring optimum workflow and efficiency of work processes.
  
  

Clinical & Regulatory Compliance

• Ensure all dispensing activities comply with NHS, DSQS and CQC standards.
• Support clinical governance & DSQS by updating, implementing and monitoring standard operating procedures (SOPs).
• Work closely with GPs, pharmacists, and clinical staff to support safe prescribing and dispensing practices.
• Shared responsibility with Dispensary Finance & Profitability Lead and Clinical Pharmacist for successful and timely completion of DSQS annual submission. (KPI measured by DSQS submission feedback & payment).
  
  

Team Leadership and Development

• Lead and motivate the team (KPI measured by feedback in team appraisals)
• Provide supervision, mentorship, and performance management of dispensary staff.
• Coordinate training and development activities to maintain a skilled and compliant workforce.
• Foster a positive and collaborative working environment.
• Prepare, oversee and monitor staff rota schedule ensuring staff follow and meet allocated workstations and work targets (KPI measured in oversight of rota & review of Titan work productivity reports)
• Develop the team to reach their full potential (KPI measured by feedback in team appraisals)
• Work with the Assistant Manager/Operations Manager in all staff matters including but not limited to staff recruitment, staff training and appraisals.
  
  

Patient care and services

• Promote a high standard of patient service, including timely dispensing and clear communication.(KPI measured by patient feedback & patient complaint numbers)
• Handle patient queries and complaints professionally and empathetically.
• Ensure confidentiality and data protection protocols are always followed.
  
  

Job description

Job responsibilities

Duties And Responsibilities:

Operational Lead

• Oversee day to day operations and lead the Dispensary team on the ground.
• Improve organisational processes where necessary (KPI measured in Rx turnaround time, optimum is 3 days)
• Work to improve quality, productivity and efficiency (KPI measured in Rx turnaround time, optimum is 3 days)
• Manage the Titan system ensuring it is used to maximum effect. (KPI measured in items dispensed per staff hr)
• Oversee the vending machine ensuring it is used effectively. Work to maintain and increase numbers using the vending machine. (KPI measured in items dispensed per week via the machine and patient feedback via annual survey [to be co-ordinated by postholder]).
• Streamline dispensing processes (KPI measured in Rx turnaround time, optimum is 3 days)
• Ensure that the Dispensary area is kept in a tidy and orderly fashion ensuring optimum workflow and efficiency of work processes.
  
  

Clinical & Regulatory Compliance

• Ensure all dispensing activities comply with NHS, DSQS and CQC standards.
• Support clinical governance & DSQS by updating, implementing and monitoring standard operating procedures (SOPs).
• Work closely with GPs, pharmacists, and clinical staff to support safe prescribing and dispensing practices.
• Shared responsibility with Dispensary Finance & Profitability Lead and Clinical Pharmacist for successful and timely completion of DSQS annual submission. (KPI measured by DSQS submission feedback & payment).
  
  

Team Leadership and Development

• Lead and motivate the team (KPI measured by feedback in team appraisals)
• Provide supervision, mentorship, and performance management of dispensary staff.
• Coordinate training and development activities to maintain a skilled and compliant workforce.
• Foster a positive and collaborative working environment.
• Prepare, oversee and monitor staff rota schedule ensuring staff follow and meet allocated workstations and work targets (KPI measured in oversight of rota & review of Titan work productivity reports)
• Develop the team to reach their full potential (KPI measured by feedback in team appraisals)
• Work with the Assistant Manager/Operations Manager in all staff matters including but not limited to staff recruitment, staff training and appraisals.
  
  

Patient care and services

• Promote a high standard of patient service, including timely dispensing and clear communication.(KPI measured by patient feedback & patient complaint numbers)
• Handle patient queries and complaints professionally and empathetically.
• Ensure confidentiality and data protection protocols are always followed.
  
  

Person Specification

Qualities and Attributes

Essential

• Self-motivating able to work with minimal direction.
• A real desire to provide quality service to patients.
• Adaptable, innovative and proactive.
• Confident, enthusiastic, articulate and caring.
• Willing to work flexible hours as necessary.
• Calm under pressure.
• Reliable and resourceful.
• Conscientious and committed to the organisation.
• An understanding, acceptance and adherence to the understanding of strict confidentiality.
  
  

Qualifications

Essential

• NVQ Level 3 in Pharmacy Services or equivalent dispensing qualification.
• Evidence of commitment to continuing professional development.
  
  

Experience

Essential

• Significant experience in a dispensary or pharmacy environment, ideally in a GP Practice.
• Experience of and success at motivating people.
• Experience of team working and the ability to promote team spirit.
• Experience of working in an IT orientated environment.
• Experience of providing a customer-focused service.
  
  

Desirable

• NHS/Primary Care team leadership experience or team leadership experience in a healthcare setting.
  
  

Knowledge and Skills

Essential

• Strong understanding of medicines management and NHS dispensing processes.
• Leadership potential and ability to direct and motivate others
• Ability to work as part of a multi-disciplinary team
• Excellent communication and inter-personal skills
• Ability to delegate effectively
• Appropriate IT skills including Microsoft office
• Problem solving
  
  

Desirable

• Knowledge of EMIS Web
• Knowledge of Titan or another PMR system
  
  

Person Specification

Qualities and Attributes

Essential

• Strong understanding of medicines management and NHS dispensing processes.
• Leadership potential and ability to direct and motivate others
• Ability to work as part of a multi-disciplinary team
• Excellent communication and inter-personal skills
• Ability to delegate effectively
• Appropriate IT skills including Microsoft office
• Problem solving
  
  

Desirable

• Knowledge of EMIS Web
• Knowledge of Titan or another PMR system
  
  

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Pershore Medical Practice

Address

Queen Elizabeth Drive

Pershore

Worcestershire

WR10 1PX

Employer's website

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

Employer details

Employer name

Pershore Medical Practice

Address

Queen Elizabeth Drive

Pershore

Worcestershire

WR10 1PX

Employer's website

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

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