About this role
Job summary
Central Medical Centre is seeking an experienced, people-focused Practice Manager to lead the day-to-day running of our Peterborough practice. Were a dynamic, close-knit partnership and practice with a shared commitment to safe, responsive patient care.
This is a broad, influential role. Youll lead people management, HR and operational performance, support team leaders, and work directly with the GP partners and clinical leads.
Were part of an innovative PCN, working on projects tailored to the needs of our distinctive local patient population. Youll collaborate with clinical and non-clinical colleagues and the wider multidisciplinary team to help deliver these improvements.
Were looking for an organised, confident manager who can develop people, handle sensitive issues fairly and turn ideas into practical improvements. Primary care experience is desirable; strong people-management and operational skills are essential.
37.5 hours per week | Salary £50,000£60,000 depending on experience
Main duties of the job
Lead the practices day-to-day operations and people management, working closely with the GP partners, team leaders and clinical leads to maintain a safe, responsive service. The role also covers service improvement, workforce and budget oversight, and practice governance, including CQC Registered Manager responsibilities (subject to registration and approval) and the Caldicott Guardian role.
About us
Central Medical Centre is a friendly, supportive practice with a dynamic, close-knit GP partnership. We value teamwork, open communication and a culture where colleagues help one another and feel well supported.
We are part of an innovative PCN and contribute to projects designed around the needs of our distinctive local population. Staff work collaboratively across clinical and non-clinical teams, with opportunities to help improve services and make a meaningful difference for patients.
Job description
Job responsibilities
- 1. People management and leadership
Provide visible, approachable and consistent leadership across the practice.
Establish clear responsibilities, reporting arrangements and standards of performance for each team.
Directly manage non-clinical team leaders and agreed staff groups, holding regular one-to-one meetings and reviewing progress against objectives.
Support team leaders to manage their own teams effectively, including workload allocation, feedback, attendance and performance.
Ensure all staff receive appropriate induction, probation reviews, appraisal and development planning.
Address poor performance, inappropriate behaviour and interpersonal conflict promptly, fairly and constructively.
Promote a respectful and inclusive working environment in which staff feel able to raise concerns.
Identify training needs, support staff development and arrange cross-training to reduce dependence on individual employees.
Maintain effective communication between partners, clinical staff and administrative teams.
Monitor staff morale, retention and workload pressures, taking practical action where concerns arise.
- 2. Human resources and workforce management
Manage recruitment from identifying staffing requirements and preparing job descriptions through to selection, pre-employment checks and induction.
Maintain accurate, confidential employment records, contracts, job descriptions and HR policies.
Coordinate annual leave, sickness absence and other leave arrangements to maintain appropriate service cover.
Monitor absence patterns, conduct return-to-work meetings and manage attendance concerns in accordance with practice policies.
Coordinate occupational health referrals and agreed workplace adjustments where appropriate.
Manage probation, capability, disciplinary and grievance processes within delegated authority, obtaining specialist HR advice when needed.
Ensure sensitive employment matters are documented appropriately and escalated to the partners at the correct stage.
Maintain oversight of mandatory training and relevant employment checks, working with clinical leads on professional registration requirements.
Provide accurate staffing information for payroll, including authorised changes to hours, pay, leave and overtime.
Review workforce requirements and recommend changes to staffing levels, roles and skill mix.
Manage staff departures, exit interviews and handovers, using feedback to improve retention and working arrangements.
- 3. Operational management
Take responsibility for the smooth running of the practice each day, anticipating problems and coordinating timely solutions.
Oversee reception, care navigation, administration, secretarial and other non-clinical functions.
Ensure staffing rotas and cover arrangements match service requirements, including during absence and periods of increased demand.
Work with clinical leads to coordinate appointment templates, clinic capacity and administrative support.
Monitor telephone access, online patient requests and administrative workflows, identifying delays and arranging corrective action.
Maintain oversight of referral processing, correspondence, document handling, registrations and recall administration.
Ensure outstanding work is visible, allocated and completed within agreed timescales, with urgent concerns escalated appropriately.
Develop and maintain clear standard operating procedures so that work is completed consistently and safely.
Coordinate the administrative delivery of long-term condition reviews, screening and other planned care programmes with clinical leads.
Maintain business continuity arrangements for staff shortages, IT disruption, premises problems and other service interruptions.
Oversee premises, equipment, supplies and contractor arrangements, ensuring issues are addressed promptly.
- 4. Performance and service improvement
Maintain a concise operational dashboard covering staffing, absence, training, patient access, administrative backlogs and complaints.
Identify the causes of recurring problems and implement improvements with clear owners and deadlines.
Review processes to reduce avoidable duplication, delays and unnecessary administrative work.
Coordinate the introduction of new systems and technology, including staff training and review of their impact.
Track actions agreed at practice meetings and ensure they are completed.
Provide regular reports to the partners, highlighting risks, progress and decisions required.
- 5. Patient experience, quality and governance
Coordinate complaints handling, ensuring concerns are acknowledged, investigated and responded to appropriately, with clinical input where required.
Use patient feedback and complaints to identify improvements in service delivery.
Subject to the required CQC registration and approval, act as the CQC Registered Manager for the relevant regulated activity or activities at the practice.
In that capacity, oversee the day-to-day management of the regulated activity and support compliance with CQC registration conditions and applicable regulations. Maintain the required records, policies and evidence; coordinate CQC inspections and information requests; and ensure required notifications are made within the relevant timescales.
Escalate promptly to the partners any concern that could affect patient safety, regulatory compliance or the practices ability to meet its registration requirements.
Act as the practices Caldicott Guardian, as appointed by the partners, providing senior advice on the confidential use and sharing of patient information and promoting the Caldicott Principles.
Advise on complex or sensitive information-sharing decisions, including relevant complaints, information governance documentation and data incidents; refer matters to the Data Protection Officer or specialist advisers where appropriate.
Maintain operational risk and incident records and ensure agreed learning is implemented.
Support compliance with confidentiality, information governance, health and safety, safeguarding and equality requirements within the role.
Ensure staff understand how to report incidents and escalate patient safety concerns.
- 6. Financial and partnership support
Manage delegated operational expenditure and staffing costs within agreed budgets.
Review overtime, temporary staffing and supplier costs, recommending efficiencies that maintain service quality.
Coordinate with bookkeeping, payroll and finance colleagues to provide accurate operational information.
Support administrative processes for contractual reporting, claims and service delivery monitoring.
Liaise with the PCN, ICB, suppliers and external advisers as required in collaboration with the partners.
Translate partnership decisions into practical delivery plans whilst collaborating and communicating this with the partners.
- 7. Authority and accountability
The Practice Manager is expected to work closely with the partners to make routine staffing and operational decisions within agreed policies, budgets and delegated authority.
Significant employment decisions, contractual changes, expenditure outside delegated limits and material service risks must be referred to the partners. Clinical decisions and professional clinical supervision remain the responsibility of the relevant clinicians and clinical leads.
Where appointed as CQC Registered Manager, the postholder must be given the authority, information, time and resources needed to carry out the role. The postholder must raise promptly with the partners any matter that may affect the practices CQC registration or regulatory compliance. The partnership remains accountable for its responsibilities as the registered provider, alongside the Registered Managers responsibilities.
The Caldicott Guardian provides advice and leadership on confidentiality and information sharing. The postholder should refer matters requiring data protection advice or decisions outside their delegated authority to the partners, Data Protection Officer or relevant specialist adviser.
Person Specification
Experience
Essential
- Substantial experience of managing staff and day-to-day operations in a busy service environment.
- Demonstrable experience of recruitment, appraisals, absence management and handling performance concerns.
- Ability to conduct difficult conversations fairly, confidently and sensitively.
- Strong organisational skills, with the ability to prioritise competing demands and follow actions through to completion.
- Experience of improving processes and monitoring service performance.
- Excellent communication skills and sound judgement when handling confidential or sensitive matters.
- Ability to lead teams, delegate effectively and establish clear accountability.
- Confidence using digital systems, spreadsheets and management information.
- Understanding of when to seek specialist advice or escalate a concern.
- Ability to exercise sound judgement on confidentiality and information-sharing issues, and to seek specialist advice when required.
Desirable
- Experience within general practice, primary care or another regulated healthcare setting.
- Familiarity with NHS primary care operations and CQC requirements.
- Experience using SystmOne or another GP clinical system.
- Relevant management, HR or leadership qualification.
- Experience of workforce planning, budget management and organisational change.
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
Central Medical Centre
Address
St. Martins Street
Peterborough
PE1 3BF
United Kingdom
Employer's website
http://www.centralmed-peterborough.co.uk/ (Opens in a new tab)