About this role
Job summary
We are looking for an enthusiastic, organised and proactive Deputy Practice Manager to join our friendly and busy GP practice.
This is an excellent opportunity for an experienced primary care professional who is looking to develop their management career and take on a key leadership role within general practice.
Working closely with the Practice Manager, GP Partners and wider practice team, the successful candidate will support the effective day-to-day management of the practice, helping to ensure that we continue to provide a high-quality, safe and responsive service to our patients.
We are looking for someone who is approachable, confident and solutions-focused, with excellent organisational and communication skills and the ability to manage competing priorities in a busy healthcare environment.
Main duties of the job
The Deputy Practice Manager will support the Practice Manager with the overall operational management of the practice.
Key responsibilities will include:
Supporting the smooth day-to-day running of the practiceProviding leadership and support to reception and administrative teamsSupervising staff and supporting effective workload managementManaging staff rotas and ensuring appropriate operational coverSupporting recruitment, induction, training and staff developmentAssisting with absence management and other day-to-day HR mattersSupporting the management of patient enquiries, concerns and complaintsHelping to maintain and develop practice policies and proceduresSupporting CQC compliance and ensuring high standards of governanceAssisting with QOF, enhanced services and other contractual requirementsMonitoring performance and supporting quality and service improvementLiaising effectively with clinicians, patients, PCN colleagues and external organisationsSupporting the effective use of practice systems and processesDeputising for the Practice Manager during periods of absence or as required
About us
The Limehouse Practice is a busy GP practice serving a diverse local population.
We are committed to delivering high-quality patient care while providing a supportive and positive working environment for our team.
You will work alongside our Practice Manager, GP Partners, clinical team and administrative staff and will have the opportunity to contribute to the ongoing development of the practice.
We are looking for someone who shares our commitment to excellent patient care, teamwork, professionalism and continuous improvement.
Job description Job responsibilities
Operational ManagementSupport the Practice Manager with the effective day-to-day running of the practice.Ensure reception and administrative services operate efficiently and provide a consistently high standard of service.Take responsibility for delegated areas of practice operations.Identify operational problems and work proactively to resolve them.Monitor administrative workloads and ensure work is allocated appropriately.Support the development and implementation of effective systems and processes.Assist with reviewing and implementing practice policies and procedures.Help manage service pressures and unexpected operational issues.Support business continuity arrangements.Deputise for the Practice Manager during periods of absence and as otherwise required.Staff Management and DevelopmentProvide day-to-day leadership, supervision and support to reception and administrative staff.Promote effective teamwork and positive working relationships across the practice.Assist with recruitment, selection and induction of new staff.Support staff training, development and appraisals.Identify training and development needs and assist staff in developing their knowledge and skills.Coordinate staff rotas to ensure appropriate staffing levels and service cover.Assist with annual leave and other leave arrangements.Support the management of sickness absence in accordance with practice procedures.Support the Practice Manager with performance, capability and conduct matters where appropriate.Encourage a positive, professional, respectful and inclusive working environment.Patient ServicesSupport the delivery of accessible, responsive and high-quality patient services.Provide support to staff when dealing with complex or challenging patient enquiries.Assist with the investigation and management of patient complaints and concerns.Ensure complaints and feedback are appropriately recorded and escalated where required.Promote courteous and professional communication with patients.Help identify opportunities to improve patient experience and access to services.Support effective communication between patients, clinicians and administrative teams.Governance, Quality and ComplianceSupport the Practice Manager with maintaining effective governance arrangements.Assist with CQC preparedness, including maintaining relevant documentation and evidence.Support implementation and review of practice policies, protocols and procedures.Assist with significant event processes, audits and quality improvement activity.Support compliance with confidentiality, information governance and data protection requirements.Assist with risk assessments and appropriate practice registers and records.Support implementation of changes arising from contractual, regulatory or organisational requirements.Promote a culture of safety, learning and continuous improvement.QOF, Enhanced Services and Contractual PerformanceSupport the Practice Manager and clinical team with the delivery and monitoring of QOF and other contractual requirements.Assist with the administration and monitoring of enhanced and locally commissioned services.Monitor relevant practice performance information and help identify areas requiring improvement.Work with clinical and administrative staff to support achievement against agreed targets.Assist with implementing new services, initiatives and contractual requirements.Support accurate and timely completion of relevant administrative processes and submissions.IT and Information GovernanceSupport effective use of the practice's clinical and administrative IT systems.Ensure staff understand and follow information governance, confidentiality and data protection requirements.Assist with staff access to practice IT systems and ensure appropriate processes are followed.Support implementation of new digital services and IT processes.Promote accurate, secure and appropriate handling of patient information.Support staff to make effective use of practice systems.Finance and ResourcesSupport the Practice Manager with appropriate financial and administrative processes.Assist with monitoring expenditure and ensuring effective use of practice resources.Support ordering, supplies and stock-control processes where required.Liaise with suppliers and other external organisations as appropriate.Assist with maintaining contracts, invoices, records and other practice documentation as required.Premises, Health and SafetySupport the Practice Manager in maintaining a safe and appropriate environment for patients, staff and visitors.Assist with health and safety processes, checks and risk assessments.Identify and escalate premises, maintenance or safety issues to the appropriate organisation or responsible party.Support fire safety and other relevant practice procedures.Assist with business continuity planning and responses to operational incidents.Ensure staff are aware of relevant health and safety procedures.Communication and Partnership WorkingMaintain effective working relationships with the Practice Manager, GP Partners, clinical and non-clinical teams.Communicate changes to procedures and operational arrangements clearly to staff.Liaise professionally with patients, healthcare professionals and external organisations.Work collaboratively with PCN colleagues and other local health and care organisations.Attend practice, management and other relevant meetings when required.Represent the practice professionally when dealing with external stakeholders.Confidentiality and Information GovernanceThe postholder will have access to confidential information relating to patients, staff and the business of the practice.
All information must be treated in the strictest confidence and handled appropriately in accordance with applicable legislation, professional requirements and practice policies.
The postholder will be responsible for maintaining confidentiality at all times and ensuring information is accessed, used and shared appropriately.
Equality, Diversity and InclusionThe postholder will support an inclusive working environment and ensure that patients, colleagues and visitors are treated fairly, professionally and with dignity and respect.
General ResponsibilitiesThe responsibilities outlined in this job description are not intended to be exhaustive.
The postholder will be expected to undertake other duties appropriate to the level and responsibility of the role and to respond flexibly to the changing needs of the practice.
The job description may be reviewed periodically in consultation with the postholder.
Person Specification
Knowledge and Skills Essential
Excellent written and verbal communication Strong organisational and time-management skills Ability to prioritise competing demands Strong interpersonal and leadership skills Confident problem-solving and decision-making skills Ability to work independently and use initiative Good IT skills Understanding of confidentiality, information governance and data protection Professional, approachable and resilient Ability to remain calm under pressure Commitment to high-quality patient care and service delivery Ability to work effectively within a multidisciplinary team
Desirable
Knowledge of EMIS Knowledge of CQC requirements Knowledge of QOF and primary care contractual requirements
Qualifications Essential
Good standard of general education Evidence of relevant professional development
Desirable
Management or leadership qualification Relevant healthcare or business administration qualification
Experience Essential
Experience of working within general practice, primary care or a comparable healthcare environment Experience of supervising, supporting or managing staff Experience of working effectively in a busy environment with competing priorities Experience of dealing with sensitive or challenging situations
Desirable
Previous Deputy Practice Manager, Assistant Practice Manager or similar experience Experience of staff recruitment and HR processes Experience of complaints management Experience of CQC preparation or compliance Experience of QOF and enhanced services Experience of working within a PCN Experience of quality improvement or service development
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 The Limehouse Practice
Address Gill Street Health Centre
11 Gill Street
London
E14 8HQ
United Kingdom
Employer's website https://www.limehousepractice.co.uk (Opens in a new tab)