Practice Manager

Allscreens Nationwide Ltd; Leominster (MA); On-site; USD 60,000 - 100,000; Full time

Job summary

Kingsland Surgery is seeking a Practice Manager to provide leadership and strategic oversight across three sites, ensuring governance, performance management and service development are delivered effectively.

You will supervise Senior Management Team, coordinate clinical and administrative operations, and drive improvements in patient experience and compliance with NHS and local requirements.

Responsibilities

• Leadership, Management & Governance: Provide effective day-to–day leadership and oversight of practice operations across all three sites. Lead and coordinate Senior Management Team, Partners, Strategy, Quality, MDT, Nursing, Dispensary and Protected Learning meetings, ensuring actions are followed through. Attend external meetings and liaison for the practice.
• People Management & Workforce: Lead recruitment, selection and onboarding processes, including pre-employment meetings, DBS checks, contracts and associated paperwork. Oversee employment contract changes, appraisals, performance management, absence management, return-to-work processes, exit interviews and staff welfare. Authorise annual leave and payroll, ensuring appropriate workforce cover and effective staffing arrangements.
• Quality, Compliance & Patient Experience: Maintain oversight of CQC compliance and action on governance requirements. Lead the complaints process, compliments, significant events and patient feedback, including KO41b submission. Oversee Data Security and Protection Toolkit, GDPR responsibilities, Subject Access Requests and data security requirements. Maintain safeguarding updates, accident reporting, zero tolerance policies and other practice policies.
• Contractual, Financial & Performance Management: Maintain oversight of the GMS Contract and contractual obligations, including variations and commissioning requirements. Coordinate submissions and performance requirements (CQRS, GPES, QOF, Enhanced Services, IIF, NHDF and QPMS). Liaise with ICB, PCN, NHSE and other bodies. Oversee insurance, including premises and indemnity. Authorise payroll and support financial/resource management.
• Premises, Business Continuity & Operations: Maintain overall oversight of premises and liaise with external providers. Ensure business continuity arrangements; review regularly. Manage operational issues across three sites with escalation and resolution. Collaborate with managers and partners to support safe, efficient operations.
• Digital, IT & Service Development: Lead the practice's digital, IT and AI improvement plan. Implement and embed new systems and ways of working. Lead major service developments, including Care Navigation and Total Triage.
• Clinical Governance & Service Development: Support governance arrangements; oversee PGDs/PSDs, vaccination campaigns, research, enhanced services and neighbourhood health initiatives. Liaise with Lead Employer and external organisations.
• Additional Responsibilities: Act as a key contact for community stakeholders. Ensure NHS Digital and statutory information requirements are met. Stay updated on primary care developments and adapt to changes. Undertake other duties as required. The postholder will retain overall oversight and ensure delegated tasks are managed.

Job description

Main Duties

Leadership, Management & Governance Provide effective day-to–day leadership and oversight of practice operations across all three sites. Lead and coordinate Senior Management Team, Partners, Strategy, Quality, MDT, Nursing, Dispensary and Protected Learning meetings, ensuring actions are followed through. Attend relevant PCN, LMC and other external meetings and provide appropriate liaison and representation on behalf of the practice. Support the Partners with strategic planning, business development and implementation of agreed priorities. Maintain effective staff communication and ensure appropriate information is shared across the practice.

People Management & Workforce

Lead recruitment, selection and onboarding processes, including pre-employment meetings, DBS checks, contracts and associated paperwork. Oversee employment contract changes, appraisals, performance management, absence management, return-to-work processes, exit interviews and staff welfare. Authorise annual leave and payroll, ensuring appropriate workforce cover and effective staffing arrangements. Maintain the Staff Handbook and oversee mandatory staff training and workforce planning. Undertake workforce analysis and support the development of the practice workforce plan. Promote a positive, supportive and inclusive working environment.

Quality, Compliance & Patient Experience

Maintain oversight of CQC compliance and ensure appropriate action is taken in response to regulatory and governance requirements. Lead the practice complaints process, compliments, significant events and patient feedback, including the annual KO41b submission. Oversee the Data Security and Protection Toolkit, GDPR responsibilities, Subject Access Request support and wider data security requirements. Maintain oversight of safeguarding updates, accident reporting, zero tolerance arrangements and other practice policies and procedures. Coordinate staff surveys and other activities designed to monitor and improve staff and patient experience. Ensure appropriate systems are in place to monitor compliance with NHS and General Practice requirements.

Contractual, Financial & Performance Management

Maintain oversight of the GMS Contract and associated contractual obligations, including contract variations and commissioning requirements. Coordinate practice submissions and performance requirements including CQRS, GPES, QOF, Enhanced Services, IIF, NHDF and QPMS. Liaise with the ICB, PCN, NHSE and other commissioning bodies as required. Oversee practice insurance arrangements, including premises insurance and Partner/GP indemnity insurance. Authorise payroll and support effective financial and resource management within the scope of the role.

Premises, Business Continuity & Operations

Maintain overall oversight of practice premises and liaison with relevant external providers and stakeholders. Ensure effective business continuity arrangements are maintained and regularly reviewed. Provide oversight of operational issues across all three sites, ensuring appropriate escalation and resolution. Work with relevant managers and external partners to support safe, effective and efficient practice operations.

Digital, IT & Service Development

Lead and coordinate the practice's digital, IT and AI improvement plan, working with relevant colleagues and external providers. Support the implementation and embedding of new systems, technology and ways of working. Provide leadership for major service developments, including Care Navigation and Total Triage. Support the practice's ongoing development and innovation in response to changes in primary care.

Clinical Governance & Service Development

Support the clinical leadership team in maintaining effective governance arrangements. Oversee relevant practice-wide initiatives including PGDs/PSDs, flu vaccination campaigns, research activity and significant events. Support the delivery of enhanced services, neighbourhood health initiatives and other commissioned programmes. Liaise with Lead Employer and other external organisations where required.

Additional Responsibilities

Act as a key point of contact for the Friends of Mortimer and other community stakeholders where appropriate. Ensure NHS Digital and other statutory information requirements are met. Maintain awareness of developments in primary care and ensure the practice responds appropriately to changes in national and local requirements. Undertake other duties commensurate with the role and level of responsibility, as required by the GP Partners or Managing Partner.

The Practice Manager will work collaboratively with the wider management team, with responsibility for specific areas delegated appropriately to other managers and leads. The postholder will retain overall operational oversight, ensuring that delegated responsibilities are effectively managed, risks are identified and escalated appropriately, and the practice operates as a coordinated and cohesive organisation.

Place of Work

We aim for the main location of work to be at Kingsland Surgery, but there will be requirements to travel to both Orleton Surgery and Leominster Surgery as required by the needs of the business.

Notes

This is not intended to be an exhaustive list of responsibilities. This is a role which requires flexibility and adaptability, and it is expected that you will participate in a wide range of activities which are appropriate to your position, level of expertise and employment grade.