About this role
Job summary
An opportunity has arisen for a Deputy Practice Manager to join our team, working 30 hours per week.
The successful candidate will support the Practice Manager in the effective operational management of the Practice, contributing to the smooth day to day running of services, staff support and supervision, workflow coordination, and the delivery of safe, efficient and high quality patient care.
The post holder will play an important role in supporting the Practice Manager with staff leadership, service improvement, performance monitoring, and the implementation of Practice policies and procedures. They will also assist in ensuring that the Practice continues to meet its regulatory, contractual, governance and quality standards.
This is a varied and developing role, suited to a motivated, organised and professional individual who is able to work well as part of a busy team. The successful candidate will be expected to demonstrate excellent communication skills, a proactive approach to problem solving, and the ability to support colleagues in a positive and constructive manner.
Previous experience within a GP Practice or primary care setting is desirable.
Please send CV Applications directly to [email protected] alongside your online application. Only Successful candidates will be contacted
Main duties of the job
The Deputy Practice Manager will support the effective day to day operational running of Riverside Surgery, helping to maintain high standards of service delivery, staff performance, patient care and practice efficiency.
The post holder will work closely with the Practice manager and managerial team to support informed decision making, implement agreed protocols, and contribute to the safe, effective and well organised management of the Practice. The role will include supporting staff, assisting with workforce planning, promoting good communication across the team, and helping to ensure that practice policies and procedures are applied consistently.
The post holder will be expected to provide positive leadership and act as a professional role model, supporting a culture of teamwork, accountability, continuous improvement and mutual respect.
A key part of the role will be to help maintain Riverside Surgerys ethos of being a friendly, supportive and effective team, while promoting a positive work life for staff and ensuring patients continue to receive safe, accessible and high quality care.
About us About Riverside Surgery
Riverside Surgery is a well established, forward thinking GP Practice serving a patient population of approximately 9,500 patients.
We are a two Partner Practice, supported by five salaried GPs, two experienced Practice Nurses, and a Clinical Practice Manager with a strong background in clinical practice. The clinical team is complemented by a highly experienced management and administrative team, including a skilled Secretary, Office Manager and a robust Care Navigation service.
The Practice has a strong focus on teamwork, efficiency, patient access and safe service delivery. We work positively and proactively, making effective use of our email and digital systems to support communication and workflow. We have a very low paper workload and well established internal processes, helping to ensure that administrative systems are streamlined and manageable.
Riverside Surgery also benefits from excellent use of cluster services, including support for home visits, which helps to strengthen patient care and maintain effective clinical capacity within the Practice.
We are proud to offer a friendly, supportive and organised working environment, with a strong emphasis on collaboration, high standards of patient care and maintaining a positive work life balance for our team.
Job description Job responsibilities
Job Responsibilities
The Deputy Practice Manager will support the Practice Manager in the effective day to day operational running of Riverside Surgery, helping to ensure that the Practice remains safe, efficient, well organised and responsive to the needs of patients, staff and the wider clinical team.
The post holder will act as a key point of support for the Practices Manager and will deputise in their absence, including during periods of annual leave, sickness or attendance at external meetings. Within agreed limits of authority, the post holder will make appropriate operational decisions to maintain service continuity and support the smooth running of the Practice- using their initiative and excellent decision making skills.
Day to Day Operational Management
The post holder will
Support the Practice Manager with the daily operational management of the Practice Deputise for the Practice Manager when required, making decisions within agreed parameters, they will promote clear and effective communication across all practice teams. The role will support the management of workload, capacity and demand, including appointment systems, staff rotas and cover arrangements Respond to staff absence calls and make immediate arrangements to ensure appropriate service cover, delegating to the appropriate team where appropriate. They will be expected to assist with the coordination of urgent operational issues, including appointment changes, staffing pressures and workflow concerns and support the ongoing development of efficient systems and processes across the Practice.
Complaints, Feedback and Patient Experience
The post holder will support the effective handling of complaints, concerns and feedback received face to face, by telephone or in writing.
This will include -Taking comprehensive and accurate details of concerns raised Identifying whether a matter relates to clinical care, administration, access or process and escalating clinical complaints to the Practice Manager. They will investigate administrative or process related concerns where appropriate, supporting timely, professional and compassionate responses to patients. They will be expected to help the Practice learn from feedback and improve services where required.
Human Resources and People Management
The post holder will support positive people management across the practice, with line management responsibility for the administration Team.
Responsibilities will include -Supporting staff appraisals, supervision and performance management in line with practice objectives, monitoring sickness absence and other unplanned leave. They will support the management of recurring or prolonged absence, including occupational health processes where required. They will oversee planned leave and supporting daily workforce planning and they will be expected to encourage staff development, wellbeing and job satisfaction by providing a supporting a positive, respectful and collaborative working culture. They will assist with conflict resolution and mediation where appropriate and work closely with team leaders to promote cooperation and consistency across teams
Meetings and Internal Communication
The post holder will help coordinate and support internal Practice meetings, ensuring that communication remains clear, timely and well documented.
This will include -Organising meetings as required, preparing agendas where appropriate, taking accurate and timely minutes. recording actions and supporting follow up to help ensure key information is shared appropriately across the team.
Recruitment and Induction
The post holder will support the recruitment and induction process for new staff.
This will include -Placing job adverts, collating and reviewing applications with the relevant line manager, arranging interview panels and inviting candidates. They will communicate interview outcomes professionally ensuring appropriate recruitment records are maintained, supporting the completion of references, registration checks, DBS checks and other relevant documentation and to ensure a structured induction plan is in place for new staff. They will coordinate mandatory training requirements, including information governance, fire safety and health and safety and be the main contact in supporting new staff to settle into the practice and understand their role.
Health and Safety Compliance
The post holder will act as the practice health and safety officer, supporting a safe working environment for staff, patients and visitors.
Responsibilities will include -Ensuring risk assessments are completed, recorded and reviewed appropriately, maintaining the accident log and ensuring incidents are recorded correctly. Organising first aid training where required, acting as fire safety officer, including routine and ad hoc fire drills, arranging fire warden training where needed. They will ensure workstations are safe, suitable and fit for use and support staff to access the equipment required to carry out their roles safely. The will promote compliance with the practice health and safety policy reporting and escalating risks in line with practice procedures. Making effective use of training to maintain knowledge and skills.
Finance and Practice Accounts -The post holder will develop an appropriate understanding of practice income, expenditure and financial processes in order to support the practice manager during periods of absence or sickness.
This may include assisting with basic finance related administration, understanding key income streams and supporting the monitoring of Practice expenses where required.
Confidentiality and Information Governance
The post holder will be required to maintain the highest standards of confidentiality at all times.
In the course of their duties, the post holder may have access to confidential information relating to patients, carers, staff, healthcare professionals and the business operations of the practice. All such information must be treated as strictly confidential and handled in accordance with practice policies, information governance requirements and data protection legislation.
Information must only be shared with authorised individuals and only where appropriate, lawful and necessary.
Personal and Professional Development
The post holder will be expected to participate fully in training and development opportunities provided by the Practice.
This will include -Participating in annual appraisal and performance review, maintaining a record of personal and professional development, taking responsibility for own learning, development and performance, keeping knowledge and skills up to date, supporting and sharing learning with colleagues where appropriate
Quality, Governance and Continuous Improvement
The post holder will contribute to the delivery of high quality services and the continuous improvement of Practice systems.
Responsibilities will include -Identifying and escalating issues relating to quality, safety or risk, taking accountability for own actions and performance, reflecting on individual and team performance, contributing ideas to improve efficiency, safety and patient experience, working effectively with colleagues and external agencies to meet patient needs, managing own time, workload and resources effectively Supporting the Practice in maintaining high standards of governance and compliance
Communication
The post holder will recognise the importance of clear, professional and effective communication across the Practice.
This will include -Communicating effectively with colleagues, patients, carers and external organisations. Promoting good communication between clinical, administrative and management teams. Responding to patients and staff in a calm, respectful and helpful manner. Recognising individual communication needs and responding appropriately Supporting a culture of openness, teamwork and professionalism
Equality, Diversity and Inclusion
The post holder will support the equality, diversity and rights of patients, carers, colleagues and visitors.
This will include -Acting in a way that respects individual rights, dignity and choice, applying practice policies fairly and consistently, respecting the privacy, beliefs, needs and circumstances of others Behaving in a welcoming, inclusive and non judgemental manner, promoting fairness, compassion and respect across the Practice environment
Person Specification
Qualifications Essential
Qualifications - should include a good standard of education, with an expectation of having both GCSE Maths & English grade C or above. Essential person specification The post holder must have a good standard of education with strong literacy and numeracy skills, together with previous experience in NHS, primary care, healthcare administration or a similarly complex operational environment. They must have experience of supervising or supporting staff, managing competing priorities, dealing with patients or members of the public, and contributing to the safe and effective day to day running of a service. The successful candidate must demonstrate excellent communication skills, strong IT ability, sound judgement, discretion, resilience and the ability to work under pressure. They must understand the importance of confidentiality, data protection, patient safety, governance, complaints handling, policies and procedures, and continuous improvement. They must also be able to support the Practice Manager and deputise appropriately, providing leadership to the team while maintaining professionalism, fairness and a positive working environment and attitude.
Desirable
The post holder would ideally have previous experience working within a GP practice or primary care setting, with knowledge of clinical systems, NHS Wales processes, appointment systems, patient access, practice administration and the operational demands of general practice. It would be desirable for the successful candidate to have a management, leadership, HR, business administration or healthcare related qualification, together with experience supporting staff supervision, recruitment, induction, rota planning, appraisals, sickness absence, complaints handling, audits, policies, risk management and service improvement. Experience using data to support operational decisions would also be beneficial, including appointment activity, call demand, patient feedback, complaints themes, workflow information or performance indicators. Knowledge of governance, quality improvement, business continuity, health and safety, financial processes and inspection readiness would further support the candidate in deputising effectively for the Practice Manager.
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 Riverside Surgery
Address Port Talbot Resource Centre
Moor Road
Port Talbot
West Glamorgan
SA12 7BJ
Employer's website http://www.riverside-surgery.org/ (Opens in a new tab)