About this role
Job summary
At BMP, good operational management is central to the care we provide. When our people are supported, our systems work effectively and our services are well coordinated, our patients receive a better experience.
We are seeking an experienced Operational Manager to take responsibility for the smooth and effective day-to-day running of the practice.
To report to GP Partners and work alongside PM to provide visible leadership across our non-clinical services. To coordinate people, systems, premises and operational resources, while helping the practice respond to changing demands and maintain high standards of patient care.
A varied role for someone who understands general practice and is comfortable moving between immediate operational priorities and longer-term improvements. One day you may be resolving a staffing or capacity issue; the next, reviewing a process, coordinating a complaint response or preparing evidence for an audit.
We are looking for a practical and approachable manager who notices what needs attention, takes ownership, follows matters through to completion.
Work closely with the PM and GP Partners. Build effective relationships across clinical/non-clinical teams. Liaise with PCN, commissioners, suppliers, other external partners. Attend and contribute to relevant practice meetings. Represent the operational needs of the practice clearly and professionally. Support the PM providing appropriate operational cover as required
Main duties of the job
Keeping the practice running
Maintain oversight of day-to-day activity across the practice. Coordinate the operational response to staffing, workload, capacity or service pressures. Ensure agreed procedures are followed consistently. Resolve operational problems promptly, escalating significant concerns when required. Support the implementation of new systems, services and ways of working. Coordinate with clinical colleagues to ensure services are organised safely and efficiently. Provide operational updates and management information to the Practice Manager and GP Partners. Safeguarding
Safeguarding is the responsibility of every member of the practice team. The Operational Manager will oversee the non-clinical systems that support effective safeguarding arrangements, working closely with the practices designated clinical safeguarding leads.
Patient experience and complaints
Promote a courteous, consistent and patient-focused approach across the practice. Coordinate the management of complaints, concerns, comments and compliments. Ensure complaints are acknowledged, investigated and responded to within appropriate timescales. Work with relevant staff to establish facts and prepare clear draft responses. Business continuity;Premises; Health and safetyGovernance, quality and regulatory compliance
About us
Bugbrooke Medical Practice is an established village GP practice serving Bugbrooke and its surrounding communities.
We are a committed multidisciplinary team with a shared focus on providing safe, effective and compassionate care. We value teamwork, accountability, respectful communication and practical improvement.
The successful candidate will become a trusted and visible member of the practice team. They will have the opportunity to influence how our services are organised and to make a meaningful difference to the working lives of colleagues and the experience of our patients.
Job description Job responsibilities
Keeping the practice running
Maintain oversight of day-to-day activity across the practice. Coordinate the operational response to staffing, workload, capacity or service pressures. Ensure agreed procedures are followed consistently. Resolve operational problems promptly, escalating significant concerns when required. Support the implementation of new systems, services and ways of working. Coordinate with clinical colleagues to ensure services are organised safely and efficiently. Provide operational updates and management information to the Practice Manager and GP Partners. Leading and supporting our staff
Provide clear, supportive and visible leadership to reception and administrative staff. Coordinate staffing levels, rotas, annual leave and day-to-day cover. Allocate work appropriately and monitor workload across non-clinical teams. Support recruitment, shortlisting, interviews and appointment processes. Coordinate induction and onboarding for new non-clinical employees. Hold regular team and individual meetings where appropriate. Support staff development, supervision and performance management. Monitor attendance and support the management of sickness absence. Identify training needs and monitor completion of mandatory training. Encourage open communication and effective teamwork across the practice. Patient access and service capacity Monitor patient access, appointment use, demand and available capacity. Work with clinical and administrative colleagues to make effective use of appointments. Identify recurring access difficulties and help develop workable solutions. Support the coordination of additional clinical capacity when required. Review patient pathways and administrative processes to reduce unnecessary delays. Monitor the effect of operational changes on patients and staff. Patient experience and complaints
Promote a courteous, consistent and patient-focused approach across the practice. Coordinate the management of complaints, concerns, comments and compliments. Ensure complaints are acknowledged, investigated and responded to within appropriate timescales. Work with relevant staff to establish facts and prepare clear draft responses. Maintain accurate complaint records and monitor actions arising from investigations. Safeguarding
Safeguarding is the responsibility of every member of the practice team. The Operational Manager will oversee the non-clinical systems that support effective safeguarding arrangements, working closely with the practices designated clinical safeguarding leads.
Responsibilities will include:
Ensuring that staff understand how to recognise, record and escalate safeguarding concerns. Making safeguarding procedures and escalation routes clear and accessible. Monitoring staff safeguarding training and ensuring it remains appropriate to each persons role. Including safeguarding responsibilities within staff induction. Maintaining relevant safeguarding policies, procedures and administrative systems. Coordinating the administrative arrangements for safeguarding meetings, audits and reviews. Monitoring agreed actions and ensuring these are followed up. Ensuring safeguarding correspondence and requests for information are directed promptly to the appropriate clinician. Supporting secure and accurate record-keeping. Liaising appropriately with health, education, social care and other safeguarding agencies. Escalating urgent, unresolved or significant concerns to the appropriate safeguarding lead, Practice Manager or GP Partner. Supporting learning and improvement following safeguarding incidents, audits or reviews. Clinical safeguarding decisions and accountability will remain with the practices designated clinical safeguarding leads.
Governance, quality and regulatory compliance
Help ensure that practice policies and procedures are current, accessible and implemented consistently. Maintain oversight of operational audits, action plans and supporting evidence. Support the recording, review and learning arising from incidents and significant events. Contribute to quality assurance and service-improvement work. Monitor operational compliance and address any identified gaps. Support the practice in meeting NHS contractual and regulatory requirements. Maintain organised and accessible evidence to support CQC compliance. Assist with preparation for CQC assessment or inspection. Coordinate actions arising from audits, inspections or regulatory reviews. Promote a culture in which concerns are raised, learning is shared and improvements are sustained. Premises, health and safety
Oversee the day-to-day management of the practice premises. Coordinate repairs, maintenance and contractor access. Maintain appropriate records for equipment servicing and statutory inspections. Ensure identified health and safety checks are completed and documented. Support risk assessments and monitor resulting actions. Ensure operational resources, equipment and supplies are available and maintained. Report and escalate premises or safety concerns appropriately. Liaise with contractors, suppliers and external agencies as required. Business continuity Maintain and regularly review the practices business continuity arrangements. Help ensure that staff understand their responsibilities during an operational disruption. Coordinate the initial operational response to events affecting service delivery. Support emergency planning, communication and service recovery. Keep relevant contact details, procedures and contingency information current. Record learning following disruptions and ensure plans are updated accordingly
Working with others
Work closely with the Practice Manager and GP Partners. Build effective relationships across clinical and non-clinical teams. Liaise with the Primary Care Network, commissioners, suppliers and other external partners. Attend and contribute to relevant practice meetings. Represent the operational needs of the practice clearly and professionally. Support the Practice Manager and provide appropriate operational cover when required.
This list reflects the principal responsibilities of the post. Duties may develop over time in response to the changing needs of the practice and NHS general practice.
Person Specification
Qualifications Essential
Educated to GCSE English and Mathematics Essential experience Previous experience of working within a GP practice. Operational management experience. Experience of leading, supervising or developing staff. Experience of coordinating reception, administrative or other nonclinical services. Experience of managing complaints or responding to formal patient concerns. Experience of introducing or supporting service improvements. Experience of managing competing demands in a busy working environment. Essential knowledge and skills A good understanding of how NHS general practice operates. Strong leadership and people-management skills. Excellent organisational and prioritisation abilities. Clear and confident written and verbal communication. An understanding of safeguarding responsibilities within general practice. An understanding of governance, confidentiality and regulatory compliance. The ability to recognise problems and develop practical solutions. Confidence in managing sensitive issues and difficult conversations. The ability to build effective working relationships with a range of colleagues. Competence in using GP clinical and administrative IT systems. The ability to work independently, use sound judgement and escalate appropriately. A commitment to delivering a positive experience for patients. Personal qualities Approachable and supportive. Calm and dependable. Proactive and willing to take ownership. Fair, discreet and professional. Adaptable when circumstances or priorities change. Comfortable being visible and accessible to colleagues. Committed to learning and continuous improvement.
Desirable
Desirable A recognised management or leadership qualification. A health and safety qualification or relevant training. Experience of CQC preparation and compliance monitoring. Experience of premises or facilities management. Experience of business continuity and emergency planning. Experience of project or change management. Experience of demand and capacity planning. Experience of working with a Primary Care Network or other external healthcare partners.
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.
Employer details Employer name Bugbrooke Medical Practice
Address Levitts Road
Bugbrooke
Northampton
Northamptonshire
NN7 3QN
United Kingdom
Employer's website https://www.bugbrookemedicalpractice.co.uk/ (Opens in a new tab)