About this role
Job summary
Golden Valley Practice has an exciting opportunity for an experienced, enthusiastic individual who will project a positive and friendly image to patients and who are professional, efficient and enthusiastic with a flexible approach. Someone, who can manage and co-ordinate the day to day operational management of the dispensary and its staff, as well as support the team in maintaining Practice standards and quality. Working closely with the Clinicians is also crucial to ensure the patient flow and safety is maximised. You will provide expert knowledge of the dispensary processes and practices and have established team management experience.
Main duties of the job
The Dispensary Manager is responsible for the day-to-day management and effective operation of the practice dispensary, ensuring that patients receive a safe, accurate, efficient and professional dispensing service.
The postholder will provide strong operational leadership to the dispensary team and maintain high standards of patient safety, governance, regulatory compliance and customer service.
The Dispensary Manager will be responsible for managing dispensary workflow, staffing, training, stock control, procurement and financial performance, while identifying opportunities to improve efficiency, patient experience and the overall sustainability of the dispensing service.
As part of a rural dispensing practice, the postholder will recognise the important role the dispensary plays in maintaining convenient access to medicines and healthcare services for eligible dispensing patients.
About us
The Golden Valley Practice is a small, friendly, rural dispensing practice situated in beautiful south-west Herefordshire Split across two locations caring for approximately 5700 patients. We have 1 GP Partner, 3 Salaried GPs, an Advanced Nurse Practitioner, 2 Practice Nurses and 2 HCAs, a Clinical Pharmacist and a Pharmacy Technician, as well as a large friendly administrative team.
We are a genuinely small team. Our size means that we know our patients, and continuity is central to how we organise and deliver care. Many of our patients have been with the practice for generations, and it is common to know several members of the same family.
We are proud of the relationship we have with our patients and local community. Our 2026 GP Patient Survey found that 89% rated their overall experience of the practice as good, 99% had confidence and trust in the healthcare professional they saw, and 98% felt their needs were met during their appointment.
Being rural also brings particularly close relationships with our wider community healthcare colleagues. We have excellent working relationships with our district nursing and palliative care teams and meet regularly to discuss shared patients. We are also part of a supportive and collaborative Primary Care Network.
Job description Job responsibilities
Key Responsibilities
Take overall responsibility for the effective day-to-day running of the dispensaries across both sitesOrganise & oversee dispensary workflow to ensure prescriptions are processed safely, accurately & efficientlyEnsure appropriate staffing levels are maintained & resources allocated effectively according to workload & service requirementsMonitor prescription workload & identify periods of increased demand, capacity issues & operational pressuresPrioritise workload appropriately while maintaining patient safety & service standardsEnsure clear systems are in place for receiving, processing, dispensing, checking, storing & issuing medicinesEnsure prescription queries & outstanding items are followed up appropriatelyOversee the management of repeat prescriptions & associated dispensary processesEnsure medicines awaiting collection are stored appropriately & patients are notified where applicableEnsure the dispensary environment is organised, secure, professional & suitable for the safe provision of dispensing servicesProvide operational support to the team during busy periods & lead by examplePatient Safety & Dispensing Governance
Promote a strong culture of patient safety throughout the dispensaryEnsure dispensing processes are undertaken in accordance with current legislation, professional standards, relevant regulatory & governance requirements & practice policies & agreed proceduresMaintain, review & implement dispensary Standard Operating Procedures (SOPs)Ensure controlled drugs are managed in accordance with current legislation, professional requirements & practice proceduresMaintain appropriate systems for the safe ordering, receipt, storage, dispensing, recording & disposal of controlled drugsEnsure all dispensary staff understand, acknowledge & work within relevant SOPsEnsure appropriate systems are in place for reporting, investigating & learning from dispensing errors, incidents & near missesEscalate significant patient safety concerns to the appropriate clinician, Practice Manager or GP PartnerEncourage an open & fair learning culture where staff feel able to report mistakes & concernsUndertake regular audits of dispensary processes & standardsStaff Management & Leadership
Provide effective day-to-day leadership & management of the dispensary teamPromote a supportive, professional & accountable working culturePrepare & manage staff rotas to ensure appropriate dispensary coverAllocate duties fairly & appropriately according to competence, workload & service needsMonitor staff performance & address concerns promptly & constructivelyUndertake staff appraisalsSupport staff wellbeing while maintaining appropriate professional boundaries & service expectations regarding performance, conduct, professionalism & patient serviceEncourage effective teamwork, communication & mutual supportRecognise good performance & encourage staff developmentParticipate in recruitment, selection & induction of new staff where requiredSupport effective workforce planning & identify future staffing or skill requirementsEnsure staff remain familiar with current SOPs & changes to dispensary proceduresEnsure staff only undertake duties for which they have received appropriated training & demonstrated competenceStock Management & Procurement
Maintain effective systems for the procurement & management of medicines & dispensary stockEnsure appropriate stock levels are maintained while minimising unnecessary expenditure & wastageReview wholesaler prices, discounts & purchasing arrangements to support the financial sustainability of the dispensaryEnsure stock received is checked & stored appropriatelyMaintain effective stock rotation proceduresMonitor expiry dates & minimise losses through expired or obsolete stockEnsure fridge temperatures & other required monitoring records are maintainedManage stock shortages & supply problems & communicate appropriately with patients & cliniciansMaintain appropriate procedures for medicines recalls & safety alertsEnsure unwanted, expired & returned medicines are handled & disposed of appropriatelyFinancial & Business Management
Support the financial performance & sustainability of the dispensaryMonitor dispensing activity & relevant performance dataWork with the Practice Manager & GP Partners to understand dispensary income & expenditureIdentify opportunities to improve dispensary profitability without compromising patient safety or quality of careReview systems & processes that affect productivity & operational costsSupport the development of business cases for new equipment, technology, staffing or service where appropriateDispensing Patients & Regulatory Compliance
Maintain an understanding of the regulations relating to dispensing patients within general practiceSupport the practice in maintaining accurate dispensing patient recordsRespond appropriately to patient queries regarding dispensing arrangementsSupport the Practice Manager in ensuring the dispensary operates within relevant NHS regulations & contractual requirementsKeep up to date with changes to legislation, guidance & requirements affecting dispensing practicesPrescription & Medicines Management Processes
Oversee effective prescription processing within the dispensaryEnsure prescription requests, dispensing & collection processes are managed safelyEnsure dispensary staff work within their competence & do not provide clinical advice outside their scope of practiceLiaise with GPs, pharmacists & other appropriate healthcare professionals regarding prescription or medicines queriesSupport safe systems for medicines following hospital discharge or other transitions of care where relevant to the dispensary's responsibilitiesPatient Service
Promote a professional, respectful & patient-centred serviceEnsure patients are treated with dignity, confidentiality & courtesyRespond appropriately to patient concerns & complaints relating to the dispensaryRecognise the needs of patients within a rural community, including potential difficulties accessing alternative pharmacy servicesEnsure confidentiality & information governance requirements are always maintainedQuality Improvement & Service Development
Regularly view dispensary processes to identify opportunities to improve safety, efficiency & patient experienceEncourage staff to contribute ideas for service improvementSupport the development of new dispensary services where appropriateCommunication & Collaborative Working
Maintain effective communication within the dispensary teamEstablish regular opportunities for staff to discuss workload, safety concerns & service improvementsLiaise effectively with GPs, nurses, pharmacists, reception staff, admin teams & practice managementAttend relevant practice meetings & provide dispensary updates where requiredInformation Governance & Confidentiality
Maintain patient confidentiality at all timesEnsure dispensary staff comply with practice information governance & data protections requirementsEnsure patient information is only accessed where required for legitimate professional purposesMaintain secure handling & storage of confidential informationEnsure conversations involving confidential patient information are conducted appropriatelyHealth, Safety & Security
Promote a safe working environment for patients & staffEnsure medicines & dispensary areas are secureReport & respond appropriately to health & safety concernsEnsure relevant risk assessments are undertaken & reviewedEnsure staff understand emergency procedures relevant to the dispensary
Person Specification
Experience Essential
Good understanding of dispensing processes within primary care. Knowledge of medicines management and patient safety principles. Understanding of controlled drug requirements. Knowledge of SOPs, governance, audit & risk management. Good understanding of confidentiality & information governance. Significant experience working within a dispensary, pharmacy or medicines related environment. Experience of managing or supervising staff. Experience of organising workload & managing competing priorities. Experience of training, supporting or developing staff. Experience of dealing with patient queries & challenging situations. Experience of maintaining high standards of accuracy & patient safety. Where the postholder is a registered healthcare professional, they must maintain their professional registration & comply with the standards of their professional regulator.
Desirable
Previous experience within a dispensing GP practice. Experience managing a rural dispensing service Experience
Qualifications Essential
NVQ Level 2 Dispensing Services
Desirable
Appropriate dispensing/pharmacy qualification or relevant experience appropriate to the responsibilities of the role.
Employer details Employer name Golden Valley Practice
Address The Surgery
Ewyas Harold
Hereford
Herefordshire
HR2 0EU
United Kingdom
Employer's website https://www.goldenvalleypractice.co.uk/ (Opens in a new tab)