About this role
Job summary
Are you an enthusiastic and motivated manager looking for a rewarding role where you can make a real difference? We are looking for an Assistant Practice Manager to join our friendly GP practice and play a key role in supporting our team and delivering excellent patient care.
Working closely with the Practice Manager, you will be involved in the day-to-day running of the practice, supporting and developing staff, managing patient complaints, monitoring performance and leading Quality Improvement (QI) initiatives to enhance patient experience and service delivery.
We welcome applicants with GP practice management experience, as well as those with management experience in other sectors who bring strong leadership, organisational and communication skills and a willingness to learn.
This is an excellent opportunity to develop your skills, contribute ideas and help shape the future of our services. In return, we offer a supportive team environment, a varied and rewarding role, and the opportunity to work from home up to two days per week, subject to the needs of the practice.
For the right candidate, this role offers the opportunity to develop their management skills and experience, with the potential to progress to Practice Manager in the future. We are keen to support professional development and encourage someone with ambition, initiative and a commitment to the practice to grow into a future leadership role.
Main duties of the job
The Assistant Practice Manager will work closely with the Practice Manager to support the effective day-to-day running of the GP practice and delivery of high-quality patient care.
The role involves supporting and developing reception and administrative teams, overseeing operational processes, managing patient complaints and feedback, and helping ensure the practice meets performance and regulatory requirements. You will coordinate and contribute to Quality Improvement (QI) projects, using data, audits and patient feedback to identify opportunities to improve services.
You will support staff recruitment, training and wellbeing, assist with policies and procedures, and identify more efficient ways of working. The role requires someone who can manage competing priorities, resolve problems confidently and build positive relationships with clinical staff, colleagues and external organisations.
Working alongside the Practice Manager, you will contribute to service development and continuous improvement, helping the practice respond to changing patient needs and NHS priorities. You may also deputise for the Practice Manager when required.
We ideally seek someone with GP practice management experience, although candidates with management experience in other sectors and transferable leadership skills are encouraged to apply. A willingness to learn, a proactive approach and a commitment to excellent patient care are essential.
About us
We are a friendly, community-focused GP practice caring for approximately 7,600 patients. Our multidisciplinary team includes three GPs, a Physician Associate, a Practice Nurse, a Healthcare Assistant, a Paramedic Practitioner and a dedicated reception and administrative team.
We pride ourselves on providing high-quality, patient-centred care and creating a supportive working environment where teamwork, communication and continuous improvement are valued. Our clinical and administrative teams work closely together to ensure the practice runs efficiently and patients receive the best possible service.
We encourage staff to share ideas, take initiative and contribute to improving how we work. This is an opportunity to join a close-knit team where your contribution will be valued and you can make a real difference to our patients and the wider community.
We offer a varied and rewarding role, opportunities for professional development and the flexibility to work from home up to two days per week, subject to the needs of the practice.
Job description Job responsibilities
Practice Operations and Team Management
Support the Practice Manager with the day-to-day running of the surgery and its administrative functions.
Assist with the management, supervision, training and development of the reception and administrative teams.
Support staff recruitment, induction, appraisals, wellbeing and ongoing professional development.
Help monitor practice workload, performance targets and key performance indicators.
Support the effective use of clinical and administrative systems, identifying opportunities to improve efficiency and processes.
Deputise for the Practice Manager when required.
Patient Experience and Complaints
Promote high standards of patient service, ensuring queries, concerns and complaints are handled professionally, sensitively and promptly.
Manage and investigate patient complaints in line with practice policies and NHS complaints procedures, liaising with relevant clinical and administrative staff.
Prepare complaint responses within agreed timescales and maintain accurate records of complaints, concerns and patient feedback.
Identify recurring themes, risks and learning points from complaints and patient feedback, supporting appropriate actions to improve patient experience and service delivery.
Quality Improvement and Service Development
Support the planning, coordination and delivery of Quality Improvement (QI) projects to improve patient care, practice performance and operational efficiency.
Work collaboratively with clinical and administrative teams to identify areas for improvement, review existing processes and implement sustainable changes.
Support clinical audits, patient feedback reviews and other improvement initiatives to enhance patient experience, patient safety and service delivery.
Monitor progress against agreed improvement objectives, ensuring actions are completed and outcomes documented.
Use data, feedback and findings from complaints and audits to identify trends and inform improvement initiatives.
Contribute to the development and implementation of new processes, policies and ways of working to support continuous improvement across the practice.
Governance, Compliance and Risk Management
Support compliance with Care Quality Commission (CQC) requirements, NHS guidance, practice policies and procedures, and relevant legislation.
Assist with clinical governance, health and safety, risk management and quality assurance activities.
Help maintain accurate records and ensure confidentiality, data protection and information governance standards are upheld.
Support the implementation and review of practice policies and procedures, ensuring staff are aware of relevant requirements.
Practice Leadership and Improvement Initiatives
Take ownership of agreed practice projects and initiatives, coordinating activities and ensuring actions are completed within agreed timescales.
Support the implementation and monitoring of local and national NHS initiatives, enhanced services and quality improvement schemes relevant to the practice.
Work with clinical and administrative teams to achieve project objectives, monitor outcomes and identify opportunities for improvement.
Help ensure the practice meets relevant contractual requirements, quality standards and reporting deadlines.
Identify opportunities to improve practice efficiency, patient access, service delivery and overall performance.
General Responsibilities
Work collaboratively with clinical and administrative colleagues to support a positive working environment and the delivery of high-quality, patient-centred care.
Undertake any other reasonable duties appropriate to the role, as required by the Practice Manager, to support the effective running and continued development of the practice.
Person Specification
Experience Essential
Previous experience in a management role, with the ability to support, motivate and develop a team. Experience of managing competing priorities, organising workloads and meeting deadlines. Experience of handling challenging situations, resolving problems and dealing with complaints or customer concerns professionally. Experience of reviewing processes and identifying opportunities to improve efficiency and service delivery. Experience of using IT systems, maintaining accurate records and handling confidential information. Ability to work collaboratively with colleagues, communicate effectively and take initiative. Experience of coordinating tasks, projects or improvement activities and ensuring actions are completed.
Desirable
Previous experience working in a GP practice, primary care or another healthcare setting. Experience of NHS systems, GP practice operations and relevant contractual requirements. Experience of managing patient complaints within an NHS or healthcare environment. Experience of coordinating Quality Improvement (QI) projects, clinical audits or service improvement initiatives. Knowledge of CQC requirements, clinical governance, risk management and information governance. Experience of monitoring performance indicators, analysing data and reporting outcomes. Experience of supporting staff recruitment, induction, training, appraisals and performance management. Experience of implementing new processes, policies or service changes.
Qualifications Essential
Educated to GCSE level or equivalent, including English and Mathematics, or able to demonstrate equivalent literacy and numeracy skills. Evidence of ongoing learning and professional development relevant to management or healthcare administration.
Desirable
A relevant management or leadership qualification. A qualification in healthcare management, business administration or a related subject. Training or experience in Quality Improvement, project management or service development. Training in complaints handling, information governance or NHS compliance.
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 St George’s Medical Centre
Address St. Georges Drive
Manchester
M40 5HP
United Kingdom
Employer's website https://www.stgeorgesmedicalcentremoston.nhs.uk/ (Opens in a new tab)