Practice Manager Dr Sharma & Rai Practice Group in London

Dr Sharma & Rai Practice Group is seeking an experienced, motivated and organised Practice Manager to join our developing group of GP practices in Barking and Dagenham, East London. This is an exciting opportunity for a confident and proactive manager who enjoys leading teams, improving systems and supporting the delivery of safe, efficient and high-quality patient care. The successful candidate will be primarily based at one of our practice sites and will also support consistent systems, shared processes, staff management and service improvement across the wider group when required. We are looking for an approachable, solution-focused individual who can manage a varied workload covering practice operations, HR, compliance, finance, patient services and digital systems. You will work closely with the GP Partners, senior management team, clinicians and administrative staff and will have the opportunity to make a meaningful contribution to the continued development of the practice group.

Main duties of the job:

• The Practice Manager will lead the day-to-day operational management of the main practice site while supporting consistent systems and service development across the wider practice group.
• Key duties will include:
• Managing and supporting reception, administration and wider practice teams.
• Overseeing recruitment, induction, training, appraisals, attendance and performance management.
• Ensuring effective daily operations, staffing arrangements, workflows and patient services.
• Supporting compliance with CQC requirements, NHS contractual obligations, information governance, health and safety, and practice policies.
• Monitoring QOF, enhanced services, claims, income and other key performance areas.
• Managing complaints, patient feedback, significant events and quality improvement work.
• Using EMIS, online consultation platforms, telephony and other digital systems to improve access and efficiency.
• Working closely with the GP Partners, clinicians, PCNs, ICB teams and external organisations.

The postholder will be expected to identify problems, implement practical improvements and provide reliable operational and management support across the group.

About us:

Dr Sharma & Rai Practice Group provides GP services across Barking and Dagenham, East London. We are a busy and developing multi-site organisation with a strong focus on patient care, teamwork, compliance and service improvement. Our practices work collaboratively to develop consistent systems and effective ways of working. You will join a supportive team of GP Partners, managers, clinicians and administrative staff, with the opportunity to contribute to the continued development of the group.

Job responsibilities:

• Practice Manager – role overview and duties
• Oversee the day-to-day running of the practice and ensure services operate effectively.
• Coordinate staffing, workflows, rotas and operational arrangements.
• Ensure appropriate systems are in place to maintain safe and effective patient services.
• Identify operational problems and implement practical solutions.
• Support consistent policies, procedures and working practices across the practice group.
• Maintain business continuity and support emergency planning arrangements.
• Monitor service performance and provide updates to the Partners and Senior Management Team.

Note: The following sections describe responsibilities by domain for clarity.

Staff management and leadership:

• Provide leadership and day-to-day support to reception, administration and other practice teams.
• Promote a positive, professional and supportive working environment.
• Lead recruitment, selection, induction and probation processes.
• Coordinate staff training, development and mandatory training.
• Conduct or support appraisals, supervision and performance reviews.
• Manage attendance, sickness absence, conduct and capability matters in accordance with practice policies.
• Support effective communication between clinical, administrative and management teams.
• Ensure staff understand their responsibilities and follow agreed procedures.

Compliance and governance:

• Support compliance with CQC regulations and standards.
• Assist with the preparation and maintenance of evidence for inspections and assurance processes.
• Support compliance with NHS contractual requirements and relevant legislation.
• Oversee information governance, confidentiality, data protection and records-management arrangements.
• Ensure health and safety requirements, risk assessments and relevant policies are maintained.
• Coordinate the review and updating of practice policies and procedures.
• Support safeguarding arrangements and ensure staff training requirements are monitored.

Patient services and quality improvement:

• Promote accessible, responsive and patient-focused services.
• Monitor patient feedback and support improvements to the patient experience.
• Manage or coordinate complaints, concerns and responses in line with practice procedures.
• Support significant-event reviews, learning and quality-improvement activity.
• Work with teams to improve appointment systems, access, communication and administrative processes.
• Promote equality, dignity, confidentiality and respectful communication.

Finance and information:

• Support the Partners and Senior Management Team with financial monitoring and income protection.
• Monitor claims, payments and practice income where required.
• Support the delivery of QOF, enhanced services and other contractual requirements.
• Assist with budget monitoring, purchasing and control of practice expenditure.
• Work with accountants, payroll providers, commissioners and other external organisations as required.
• Help ensure services are delivered efficiently and resources are used appropriately.

Digital systems and information:

• Support the effective use of EMIS, online consultation platforms, AccuRx, cloud telephony and other practice systems.
• Identify opportunities to improve efficiency through digital systems and better workflows.
• Ensure staff receive appropriate training and follow agreed digital procedures.
• Support data quality, searches, reporting and performance monitoring.
• Assist with system changes, implementation projects and business-continuity arrangements.

Partnership and external working:

• Work closely with GP Partners, clinicians and senior managers across the practice group.
• Build effective working relationships with PCNs, the ICB, NHS organisations, suppliers and other stakeholders.
• Attend relevant internal and external meetings.
• Support the implementation of local and national NHS initiatives.
• Represent the organisation professionally when dealing with patients, staff and external agencies.

General responsibilities:

• Maintain confidentiality and comply with information-governance requirements.
• Work within practice policies, procedures and delegated authority.
• Participate in training and professional development relevant to the role.
• Undertake other reasonable duties consistent with the responsibilities and seniority of the post.
• Travel between practice sites where required.

This job description outlines the main responsibilities of the role. It may be reviewed and amended following discussion with the postholder to reflect the developing needs of the practice group.

Person Specification:

Qualifications:

• Relevant management qualification or evidence of equivalent management experience.
• Relevant training in information governance, health and safety, safeguarding or employment management, or relevant experience.

Experience:

• Significant experience of managing staff and day-to-day operational services.
• Experience of recruitment, induction, training, appraisals, absence management and performance management.
• Experience of managing competing priorities and resolving operational problems.
• Experience of developing and improving systems, procedures and workflows.
• Experience of handling complaints, concerns or service-quality issues.
• Experience of working with confidential and sensitive information.
• Experience of using digital systems, producing reports and monitoring performance.
• Previous experience as a Practice Manager, Deputy Practice Manager or Assistant Practice Manager.
• Experience of working in NHS general practice or primary care.
• Experience of CQC compliance and inspection preparation.
• Experience of QOF, enhanced services, NHS claims or income monitoring.
• Experience of financial management, budgets, payroll or expenditure monitoring.
• Experience of working across more than one site or supporting 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.