About this role
Job summary
Queen's Park Health Centre, a well-established and forward-thinking GP practice, is seeking an experienced and motivated Operations Manager / Assistant Practice Manager to support the day-to-day operational and administrative management of the practice. Based at Queen's Park Health Centre, this is an excellent opportunity to work closely with the GP Partners, clinical team, and administrative staff to help ensure the smooth and efficient running of the surgery.
The Operations Manager / Assistant Practice Manager will play a key role in overseeing daily practice operations, staff coordination, workflow management, patient services, compliance, and operational performance, while supporting the practice's commitment to delivering high-quality, patient-centred care. The role will also lead on service improvement initiatives, optimise operational processes, and support the effective use of the practice's digital systems and patient access platforms.
This opportunity would suit someone with strong organisational and leadership skills, experience within NHS primary care or healthcare operations, and a proactive, hands-on approach to problem-solving and team management. Experience with rota management, HR processes, patient services, CQC compliance, and driving operational efficiency within a busy GP practice would be highly advantageous.
Main duties of the job
The Operations Manager / Assistant Practice Manager will support the smooth day-to-day running of Queen's Park Health Centre, overseeing operational processes, staff coordination, patient services, and administrative performance across the practice. The role will involve supporting compliance, HR processes, workflow management, and continuous service improvement initiatives while ensuring a high standard of patient care and operational efficiency.
Working closely with the GP Partners and the wider multidisciplinary team, the post holder will help maintain a well-organised, patient-focused environment, support the effective delivery of both clinical and administrative services, and contribute to the ongoing development, performance, and digital transformation of the practice.
About us
Queen's Park Health Centre is a well-established NHS GP practice committed to delivering high-quality, patient-centred primary care to the local community. The practice provides a comprehensive range of NHS services, including routine and urgent GP appointments, chronic disease management, women's and men's health services, childhood immunisations, vaccinations, NHS Health Checks, cervical screening, minor surgery, and health promotion.
The practice is supported by a multidisciplinary team of GPs, nurses, healthcare assistants, pharmacists, administrative staff, and management, all working collaboratively to provide safe, effective, and compassionate care. Queen's Park Health Centre embraces modern healthcare delivery through the use of digital patient access and online consultation systems, alongside traditional face-to-face and telephone services, ensuring patients can access care in the way that best meets their needs.
The practice is committed to continuous quality improvement, innovation, and delivering responsive healthcare while maintaining high standards of patient experience, clinical governance, and operational excellence.
Job description Job responsibilities
Operational Leadership
Oversee the day-to-day operational management of the practice. Ensure the smooth running of all clinical and non-clinical services. Monitor operational performance against agreed objectives and KPIs. Lead service improvement initiatives to improve patient access, patient experience, and operational efficiency. Support the implementation of new services, pathways, and NHS initiatives. Deputise for the Practice Manager where required.
Workforce Management
Manage reception, administration, secretarial, and support teams. Ensure staffing levels are maintained to meet service demand. Lead recruitment, onboarding, induction, and retention activities. Conduct appraisals, performance reviews, return-to-work meetings, and staff development reviews. Manage employee relations issues in line with practice policies and employment legislation. Develop workforce plans to support future service requirements.
CQC Compliance and Governance
Lead on CQC readiness and compliance across all key lines of enquiry (KLOEs). Maintain evidence portfolios to support inspections and audits. Ensure all policies, procedures, risk assessments, and governance documents remain current and compliant. Coordinate responses to CQC inspections and action plans. Support the practices quality assurance framework. Ensure compliance with NHS England, ICB, CQC, and contractual requirements.
Patient Access and Service Delivery
Monitor appointment capacity and patient access performance. Support implementation of Modern General Practice Access principles. Ensure effective management of reception and patient-facing services. Monitor patient feedback, complaints, incidents, and compliments. Lead actions arising from patient surveys and Friends & Family Test results. Work collaboratively with clinicians to improve service delivery.
Quality Improvement and Performance
Lead operational audits and quality improvement programmes. Monitor achievement of Quality and Outcomes Framework (QOF) targets. Support delivery of Enhanced Services and Local Incentive Schemes. Produce performance reports and operational dashboards. Analyse activity and demand data to support decision-making.
Financial and Contractual Support
Support budget monitoring and financial planning. Ensure effective utilisation of practice resources. Assist with contract monitoring and NHS reporting requirements. Support claims submission and performance reporting relating to enhanced services. Identify opportunities for operational efficiencies and cost savings.
Information Governance and Compliance
Actively support compliance with:o Data Protection Acto UK GDPR
o Information Governance requirements
o NHS Digital standards
o Safeguarding legislation
o Health and Safety regulations
Ensure mandatory training compliance across all staff groups. Support incident reporting and significant event processes.PCN and External RelationshipsDevelop strong relationships with:o Integrated Care Boards (ICBs)
o Primary Care Networks (PCNs)
o NHS England
o Community providers
o Secondary care providers
o Local authorities
o External contractors and suppliers
Represent the practice at meetings when required. Support collaborative working across the PCN and wider healthcare system.
Business Continuity and Risk Management
Maintain and regularly review business continuity plans. Lead operational responses to service disruptions. Ensure appropriate risk management processes are in place. Maintain organisational risk registers and action plans.
Person Specification
Qualifications Essential
Educated to degree level or equivalent experience. Evidence of continuing professional development. Management qualification or equivalent operational management experience.
Experience Essential
Minimum 3 years experience in an operational leadership role within UK healthcare. Experience working within General Practice, Primary Care, PCN, NHS, or healthcare environments. Experience managing multidisciplinary teams. Experience leading operational service improvements. Experience supporting CQC compliance and inspections. Experience managing staff performance and workforce issues. Experience working with NHS contracts and performance targets.
Essential Knowledge Essential
Understanding of NHS Primary Care structures and funding mechanisms. Knowledge of CQC regulations and inspection frameworks. Understanding of QOF, Enhanced Services, and NHS contractual requirements. Knowledge of Information Governance and GDPR. Understanding of safeguarding requirements. Knowledge of workforce management and employment legislation.
Essential Skills Essential
Strong leadership and people management skills. Excellent communication and stakeholder engagement abilities. Ability to analyse operational data and produce reports. Strong organisational and project management skills. Excellent problem-solving and decision-making abilities. Ability to work under pressure and manage competing priorities.
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 Primary Care Management Solutions Ltd
Address Queens Park Health Centre
Dart Street
London
W10 4LD
United Kingdom
Employer's website https://www.pcmsolutions.co.uk (Opens in a new tab)