Practice Manager @ The Alton Practice

Job summary

The Alton Practice is seeking an enthusiastic, experienced and highly motivated Practice Manager to lead the operational and business management of our friendly, established GP practice in Roehampton, South West London.

This is an exciting opportunity for a confident and proactive manager to join our team and play a pivotal role in the continued development and success of the practice.

Working closely with the GP Partners, the successful candidate will take responsibility for the effective day-to-day running of the practice, providing strong leadership across operational management, workforce development, financial performance, regulatory compliance and patient services.

We are looking for someone who combines excellent organisational and interpersonal skills with commercial awareness, sound judgement and a genuine commitment to delivering high-quality patient care.

The ideal candidate will be an approachable, supportive and decisive leader who can motivate staff, manage competing priorities and identify opportunities to improve efficiency and service delivery.

Previous experience of general practice management would be highly advantageous, although applications from experienced managers with a strong NHS or healthcare management background will also be considered.

This is an excellent opportunity to make a meaningful contribution to a well-established practice serving a diverse local community.

Main duties of the job

The Practice Manager will provide effective leadership and management of all non-clinical aspects of the practice, working in partnership with the GP Partners to ensure the delivery of safe, efficient, high-quality and patient-centred services.

Key responsibilities include

• Providing effective day-to-day operational management and leadership of the practice.
• Leading and supporting the reception team, including recruitment, staff development, appraisals and performance management.
• Overseeing practice finances, budgets, payroll processes, income monitoring and financial efficiency.
• Ensuring compliance with Care Quality Commission (CQC) requirements, NHS contractual obligations, information governance and relevant legislation.
• Monitoring performance against the Quality and Outcomes Framework (QOF), enhanced services and other contractual requirements.
• Managing patient access, appointment systems, complaints and patient feedback to improve the patient experience.
• Overseeing premises management, health and safety, IT systems and business continuity arrangements.
• Maintaining effective relationships with the Integrated Care Board (ICB), GP Federation and other organisations.
• Working with the GP Partners to implement the practice's strategic objectives, operational improvements and service development plans.

The successful candidate will be expected to work independently, demonstrate initiative and provide reliable, proactive management support to the GP Partners and wider practice team.

About us

The Alton Practice is a well-established NHS GP surgery located in Roehampton, South West London (SW15), providing primary medical services to approximately 4,500 registered patients.

We are committed to delivering accessible, compassionate and high-quality healthcare to our diverse local population.

Our friendly and dedicated multidisciplinary team includes GPs, nursing staff, allied healthcare professionals and an experienced reception team. We aim to maintain a supportive, collaborative working environment where every member of staff is valued and encouraged to contribute to the ongoing improvement of our services.

The practice is a member of West Wandsworth Primary Care Network (PCN), working collaboratively with neighbouring practices and community services to improve healthcare provision and patient outcomes.

We are established teaching and training practice, hosting GP registrars as well as medical students from two different universities.

We are looking for a Practice Manager who shares our commitment to excellent patient care, effective teamwork, staff wellbeing and continuous quality improvement.

The successful applicant will work closely with the GP Partners and have the opportunity to make a significant contribution to the management, development and future direction of the practice.

Practice address: 208-210 Roehampton Lane, London, SW15 4LE

Job description

Job responsibilities

The Alton Practice is seeking an experienced, organised and approachable Practice Manager to lead the operational and business management of our established GP surgery.

The successful candidate will work closely with motivated, supportive GP Partners who are actively involved in the practice's development. They will also be well supported by an experienced Operations Supervisor who provides day-to-day operational assistance and continuity. We value teamwork, open communication and practical, collaborative problem-solving.

The Practice Manager will oversee the efficient running of the practice, support and develop staff, maintain sound financial and governance arrangements, and help deliver safe, accessible and high-quality patient services. The role also includes supporting the established teaching and GP training activities of the Practice.

1. OPERATIONAL MANAGEMENT

• Lead the effective day-to-day management of the practice, working closely with the Operations Supervisor.
• Oversee administrative systems, appointment arrangements, patient access, workflow and service delivery.
• Ensure appropriate staffing, rotas and operational cover, delegating tasks effectively.
• Monitor performance, resolve operational problems and implement improvements.
• Maintain effective communication between GP Partners, clinicians, the Operations Supervisor and administrative staff.
• Provide regular updates to the GP Partners on key operational issues, risks and progress.

2. HR

• Lead, manage and support the non-clinical team, fostering a positive, inclusive and accountable working culture.
• Oversee recruitment, induction, appraisal, staff development, sickness absence, annual leave and workforce planning.
• Work with the Operations Supervisor to ensure effective supervision and support of reception and administrative staff.
• Manage performance, capability, disciplinary and grievance matters fairly and confidentially, involving the GP Partners as appropriate.
• Act as the main point of contact with Peninsula, the practice's external HR and employment law advisory service.
• Seek Peninsula's advice on contracts, employment policies, absence, employee relations and changes in employment legislation; ensure agreed actions are documented and implemented.
• Maintain accurate, confidential employment records and ensure mandatory staff training is completed.
• Support the GP Partners with wider clinical workforce planning and recruitment where required.

3. FINANCIAL AND BUSINESS MANAGEMENT

• Work with the GP Partners to monitor expenditure, cash flow and financial sustainability.
• Oversee payroll processes, invoices, supplier payments, purchasing and financial records.
• Monitor income from the GMS contract, QOF, enhanced services, PCN-related activity and other relevant sources.
• Coordinate accurate and timely financial claims and contractual submissions.
• Identify opportunities to improve efficiency, control costs and protect practice income.
• Liaise with accountants, suppliers and professional advisers as required.

4. QUALITY, GOVERNANCE AND COMPLIANCE

• Coordinate compliance with Care Quality Commission (CQC) standards and maintain inspection readiness.
• Keep practice policies, risk assessments, governance records and regulatory evidence under review.
• Support incident reporting, significant event reviews, audit and quality improvement, working with clinical leads.
• Oversee complaints handling, ensuring timely, sensitive responses and learning from patient feedback.
• Support safeguarding, infection prevention and control, and health and safety arrangements alongside designated leads.
• Maintain appropriate business continuity and emergency plans.
• Advise the GP Partners of material risks, compliance issues and required actions.

5. NHS CONTRACTS AND PERFORMANCE

• Support delivery of the General Medical Services (GMS) contract and relevant NHS obligations.
• Coordinate performance monitoring for QOF, enhanced services and other commissioned work.
• Work with clinical and administrative staff to identify performance gaps and implement improvement plans.
• Ensure relevant reports, claims and contractual returns are completed accurately and on time.
• Maintain awareness of changes in NHS primary care policy, funding and contractual requirements.
• Support delivery of applicable Primary Care Network (PCN) commitments.

6. PATIENT SERVICES AND ENGAGEMENT

• Promote a responsive, inclusive and patient-centred service.
• Oversee reception and administrative services in conjunction with the Operations Supervisor.
• Review patient access, appointment availability, demand and communication systems.
• Coordinate patient concerns and complaints, and support the Patient Participation Group.
• Use patient feedback to improve access, experience and service quality.
• Ensure information for patients is clear, accurate and accessible.

7. IT AND INFORMATION GOVERNANCE

• Oversee practice IT systems, telephony, website and digital services, liaising with NHS IT support.
• Support the effective use of EMIS Web and other clinical and administrative systems.
• Coordinate information governance, confidentiality, data protection and staff awareness.
• Oversee Data Security and Protection Toolkit requirements and appropriate access controls.
• Maintain relevant cybersecurity and IT business continuity arrangements.
• Identify digital improvements that benefit patients and staff.

8. PREMISES AND HEALTH AND SAFETY

• Oversee safe premises management, maintenance, cleaning, equipment and supplier contracts.
• Ensure relevant health and safety, fire safety and statutory checks are arranged and documented.
• Maintain premises risk assessments and address defects or hazards promptly.
• Work with the Operations Supervisor to resolve routine premises and facilities issues.

9. STRATEGY AND PARTNERSHIP WORKING

• Contribute to business planning, workforce development and service improvement with the GP Partners.
• Help translate agreed priorities into practical plans and monitor progress.
• Maintain productive relationships with West Wandsworth PCN, South West London ICB, NHS England and local providers.
• Represent the practice at appropriate meetings and support collaborative primary care initiatives.
• Support change projects and respond constructively to developments in general practice.
• 10. TEACHING, TRAINING AND EDUCATION

The Alton Practice supports undergraduate medical education and GP specialty training. The Practice Manager will coordinate the operational and administrative aspects of these activities with the GP Trainers and clinical educators.

• Support arrangements for Imperial College London medical student placements and GP Specialty Registrar training.
• Coordinate learner inductions, timetables, rooms, IT access, documentation and communication with educational organisations.
• Liaise as required with medical schools, NHS England training teams and local Training Hubs.
• Support teaching sessions, tutorials, multidisciplinary learning and staff development activities.
• Maintain placement administration and coordinate training-related payments or claims where applicable.
• Help the practice maintain appropriate teaching and training arrangements and a positive learning culture.
• Identify professional development opportunities for clinical and non-clinical staff.

Clinical supervision and educational assessment remain the responsibility of designated clinical educators and GP Trainers.

11. GENERAL RESPONSIBILITIES

• Maintain confidentiality, integrity, professionalism and sound judgement.
• Promote equality, diversity, inclusion and staff wellbeing.
• Undertake relevant continuing professional development.
• Carry out other reasonable duties consistent with the role, as agreed with the GP Partners.

WHAT WE OFFER

• Motivated, approachable GP Partners who are actively engaged in supporting the practice.
• An experienced Operations Supervisor providing valuable day-to-day management support.
• A friendly, collaborative team and established operational support structure.
• The opportunity to contribute to practice development, quality improvement and future planning.
• Involvement in a teaching and training practice committed to staff learning and development.

This job description outlines the main responsibilities and may be reviewed in consultation with the postholder as practice needs evolve.

Person Specification

Qualifications

Essential

• GCSE English and Mathematics at grade 4/C or above, or equivalent qualifications
• Evidence of relevant management or leadership training, professional development or equivalent practical management experience

Desirable

• Recognised management qualification, such as ILM, CMI, AMSPAR Level 5 or equivalent
• Qualification or accredited training in business management, human resources, finance or healthcare management

Experience

Essential

• Significant experience in an operational, business or senior management role, with responsibility for the day-to-day running of a service or organisation.
• Proven experience of leading, supervising and motivating staff
• Experience of managing recruitment, staff appraisals, sickness absence and performance management.
• Experience of financial administration, budget management and monitoring income and expenditure.
• Experience of implementing and maintaining organisational policies, procedures and governance arrangements.
• Experience of managing competing operational priorities, resolving problems and ensuring effective service delivery.
• Experience of handling complaints, sensitive situations and challenging workplace issues professionally.
• Experience of working collaboratively with senior leaders and multidisciplinary teams to implement service improvements.

Desirable

• Previous experience as a GP Practice Manager, Assistant Practice Manager or senior manager within NHS primary care.
• Experience of managing general practice contractual requirements, including GMS, QOF, enhanced services and PCN-related activities.
• Experience of CQC compliance, inspection preparation and quality improvement within a healthcare setting.
• Experience of using EMIS Web and administrative systems.
• Experience of coordinating medical student placements, GP specialty training or other healthcare educational activities.

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 Alton Practice

Address

208-210 Roehampton Lane

London

SW15 4LE

United Kingdom

Employer's website

https://www.altonpractice.com/ (Opens in a new tab)