Practice Manager in Poole

We are seeking an experienced and highly motivated Practice Manager to lead the operational, administrative, financial, and governance functions of a busy healthcare clinic providing both private and NHS services. The successful candidate will ensure the efficient day-to-day management of the practice while maintaining the highest standards of patient care, regulatory compliance, clinical governance, and service delivery. The Practice Manager will work closely with clinicians, administrative teams, external stakeholders, and regulatory bodies to ensure the clinic operates effectively, safely, and in accordance with all relevant healthcare standards and contractual obligations.

Key Responsibilities

• Operational Management
  • Lead and oversee the daily operations of the clinic to ensure efficient and effective service delivery.
  • Manage clinical and reception teams (on a daily basis), providing leadership, support, supervision, and performance management.
  • Develop and implement operational policies, procedures, and systems to improve patient experience and service efficiency.
  • Ensure adequate staffing levels, workforce planning, and rota management.
  • Coordinate facilities management, equipment maintenance, and health and safety compliance.
  • Any other tasks identified by the Operational Director.
• Clinical Governance and Quality Assurance
  • Lead the delivery, implementation, and monitoring of the clinic's Clinical Governance Framework.
  • Ensure compliance with Care Quality Commission (CQC) standards, NHS contractual requirements, and professional regulatory frameworks.
  • Monitor clinical quality indicators, patient outcomes, incidents, complaints, and risks.
  • Facilitate clinical audits, quality improvement initiatives, and service evaluations including Infection Control.
  • Manage incident reporting systems and ensure investigations, learning outcomes, and corrective actions are implemented.
  • Support clinicians in maintaining professional standards, appraisal processes, mandatory training, and continuing professional development.
  • Lead the review and updating of clinical policies, protocols, and standard operating procedures.
  • Prepare governance reports for senior management and clinical leadership teams.
  • Trained in safeguarding at level 2.
• NHS Contract and Compliance Management
  • Ensure compliance with all NHS service specifications, contracts, and reporting requirements.
  • Monitor performance against NHS key performance indicators and contractual obligations.
  • Liaise with Integrated Care Boards (ICBs), commissioners, and other NHS stakeholders as required.
  • Coordinate submissions, audits, and data reporting associated with NHS contracts.
• Financial Management
  • Support budgeting, financial planning, and cost control activities.
  • Monitor income streams from both private and NHS services.
  • Oversee invoicing, billing processes, debt management, and financial reporting.
  • Identify opportunities for service development and revenue growth.
• Human Resources and Leadership
  • Recruit, induct, train, and develop administrative and support staff.
  • Conduct performance reviews and manage employee relations matters.
  • Promote a positive, collaborative, and patient-focused culture.
  • Ensure compliance with employment legislation and organisational policies.
  • Contribute to appraisals.
• Patient Experience and Service Development
  • Maintain exceptional standards of patient care and customer service.
  • Manage patient feedback, complaints, compliments, and service recovery processes.
  • Identify opportunities for continuous service improvement and innovation.
  • Support the development and implementation of new services and pathways.
• Risk Management and Compliance
  • Maintain organisational risk registers and oversee risk management processes.
  • Ensure compliance with GDPR, data protection legislation, and information governance requirements alongside IT support teams.
  • Lead health and safety compliance and infection prevention and control measures.
  • Contribute to business continuity and ensure emergency preparedness plans are maintained and tested.

Person Specification

• Essential Qualifications and Experience
  • Significant experience in a Practice Manager, Operations Manager, or Healthcare Management role.
  • Experience working within both private healthcare and NHS-funded services.
  • Demonstrable experience leading clinical governance, quality assurance, and compliance programmes.
  • Strong understanding of CQC regulations, NHS contracts, and healthcare legislation.
  • Experience managing budgets, financial reporting, and operational performance.
  • Proven leadership and people management skills.
• Essential Knowledge
  • Clinical governance frameworks and quality improvement methodologies.
  • Risk management and incident investigation processes.
  • Information governance and GDPR compliance.
  • Healthcare workforce management and HR processes.
  • NHS commissioning and service delivery requirements.
• Essential Skills
  • Excellent leadership and organisational skills.
  • Strong analytical and problem-solving abilities.
  • Exceptional communication and stakeholder management skills.
  • Ability to manage multiple priorities in a fast-paced healthcare environment.
  • High level of professionalism, integrity, and attention to detail.
• Desirable
  • Management qualification (e.g., ILM, CMI, MBA, or equivalent).
  • Experience preparing for and managing CQC inspections.
  • Knowledge of healthcare management systems and electronic patient record systems.
  • Experience in service development and business growth initiatives.
  • Experience of being a Registered Manager / Nominated Individual.

Key Performance Indicators (KPIs)

• Achievement of CQC compliance standards.
• Delivery of clinical governance objectives and audit programmes.
• Patient satisfaction and experience metrics.
• NHS contract compliance and performance targets.
• Financial performance and budget management.
• Staff engagement, retention, and training compliance.
• Reduction in incidents, complaints, and operational risks.