Practice Manager

Cardiff and Vale University Health Board; Storrington; On-site; GBP 40,000 - 60,000; Full time

Job summary

The Glebe Surgery in Storrington is seeking an experienced Practice Manager to lead HR, operations, compliance and patient relationships across a busy GP surgery. You will ensure safe, efficient day-to-day running, support staff development, maintain CQC standards and manage financial processes with the Accounts Manager and Practice Partners.

Strong leadership and stakeholder engagement are essential. Experience in healthcare HR, regulatory compliance and NHS primary care knowledge is highly

Qualifications

• Experience in healthcare HR, operations or similar.
• Strong leadership and stakeholder engagement.
• Recruitment, onboarding and staff performance management.

Responsibilities

• Lead HR, operations, compliance and patient relationship functions.
• Oversee day-to-day practice operations and service delivery.
• Maintain CQC standards, risk assessments and audits.
• Manage payroll, invoices and practice finances with Partners/Accounts Manager.
• Support business planning, service development and long-term stability.
• Handle patient feedback and communication with external stakeholders.

Skills

HR & People Management

Finance & Business Management

Operational Leadership

Regulatory Compliance

Staff Development

Education

GCSE English & Maths

NHS Primary Care core knowledge

ILM Level 3/5 or equivalent

Job description

The Glebe Surgery is looking for an experienced and motivated Practice Manager to lead the HR, operational, compliance and patient relationship functions of our busy GP surgery. This is a key leadership role, responsible for ensuring the smooth, safe and effective running of the practice while supporting our clinical and administrative teams. The successful candidate will provide clear operational leadership and oversight, support continuous improvement, and maintain high standards of patient care, and regulatory compliance, Operational Leadership - Oversee day-to-day practice operations, ensuring efficient workflows and service delivery. HR & People Management Lead recruitment, onboarding, performance management and staff development. Compliance & Governance Maintain CQC standards, statutory requirements, policies, risk assessments and audits. Financial Management Oversight of the PCSE process and budgets. Balance resources and costs. Strategic Planning Support partners with business planning, service development and long-term organisational stability. Patient Services Oversight Ensure high-quality patient experience, complaints handling and communication. Stakeholder Engagement Liaise with other PCN Practice Managers, the ICB, external agencies and contractors., Scope Responsible for the smooth and efficient running of the Practice, to ensure that all non-clinical aspects of the Practice are managed, so that the Partners and other clinicians, can focus on patient care and Clinical issues. The post holder will need to maintain an operational overview of the Practice, identifying and highlighting key risks that impact on the operational effectiveness of the Practice, e.g staff resources, skills, moral, technologies, building systems and compliance. The post holder will be required to make effective judgements about the delegation of work tasks whilst retaining overall accountability for achievement.

The objectives of the role: Financial Management. o Managing payroll, approving invoices, working with the Accounts Manager to ensure compliance and confidentiality for access to bank accounts. o Working with the Business Manager to ensure sound and compliant management of the practice finances Human Resources. o Recruiting and managing the onboarding process for new staff. o Overseeing the interview process. o Overseeing the Appraisal process o Identifying performance issues amongst non-clinical staff o Managing discipline and grievances throughout the practice o Use of 3rd Party expert HR resources when appropriate Compliance and Governance o Ensuring the Practice adheres to health and safety regulations and CQC requirements. o Liaising with solicitors for Partner aspects and ad-hoc legal matters o Maintain an overview of key risks affecting the business o Implement and update policies and procedures Operations o Oversight of key operational aspects are maintained and managed effectively Building Maintenance Landlords Inspections and liaison Legionella Fire and evacuation o Work with the IT Manager for Technologies and IT Toolkit requirements o Sponsor / Support new Ways of Working Patient relations o Patient Feedback o PPGs o Complaints o Local Health Boards o The PCN Practice Manager Network Communications o Effective, inclusive and timely internal and external communications arising from Changes in the Law Changes in NHS Policy Changes to the Glebe Organisation CCG directives LMC directives BMA directives Organise and manage PLT events o Attend / deputise at PCN Meetings,

An experienced manager with a strong background in healthcare HR, operations, or similar with, ideally, at least 3+ years experience.

A confident leader able to motivate and support staff.

Highly organised, with strong prioritisation and decision‑making skills.

Skilled in problem‑solving, with a proactive and solutions‑focused approach.

Comfortable working in a fast‑paced environment with competing demands.

Committed to patient care and continuous improvement.

Able to build strong relationships with partners, clinicians, staff and external stakeholders.

Able to demonstrate a broad cross‑functional management track record.

• GCSE grade A to C in English and Maths
• NHS Primary Care core knowledge
• HR & People Management
• Finance & Business Management
• Operational Leadership
• Regulatory Compliance - CQC standards, safeguarding, risk assessments, audits, policies, incident reporting
• Handling complaints, significant events, and patient-facing communication
• Desirable: ILM Level 35 or equivalent.
• Working with external stakeholders (PCN, ICB, CQC, contractors, estates, IT providers)
• An experienced manager with a strong background in healthcare HR, operations, or similar with, ideally, at least 3+ years experience.
• A confident leader able to motivate and support staff.
• Highly organised, with strong prioritisation and decision‑making skills.
• Skilled in problem‑solving, with a proactive and solutions‑focused approach.
• Comfortable working in a fast‑paced environment with competing demands.
• Committed to patient care and continuous improvement.
• Able to build strong relationships with partners, clinicians, staff and external stakeholders.
• Able to demonstrate a broad cross‑functional management track record.

The Glebe Surgery is a new state‑of‑the‑art building set in beautiful surroundings at the foot of the South Downs National Park and currently has approximately 13,500 registered patients.

The Glebe Surgery in Storrington is a large, well‑rated NHS GP practice providing comprehensive primary care services to the local community.

CQC Rating: Good across all domains Safe, Effective, Caring, Responsive, Well‑led (last inspected October 2023). Patient Satisfaction: Around 80.76% report a good overall experience; 86.13% would recommend the practice. GP Team: 9 GPs (mix of partners and salaried), plus an ANP, practice nurses, HCAs, and a full reception/admin team. Services: Full GMS contract including diagnostic & screening procedures, maternity/midwifery, family planning, minor surgery, COPD clinic, phlebotomy, child health & immunisations.