Practice Operations Manager

Haddenham Surgery is a well-established, friendly practice serving around 8,000 patients, with a proportionate team and a manageable operational footprint. We are looking for an exceptional operational leader someone with the authority and confidence to run a GP practice to the highest standard, and the collaborative instinct to do it as part of something bigger.

As Practice Operations Manager you will have genuine site-level autonomy: accountable for service quality, patient and staff experience, contractual and regulatory compliance, and the overall performance of Haddenham Surgery. You'll also be a full member of the Mereside Operations team, actively contributing to group strategy and owning your part in delivering it. We've deliberately redesigned this role to remove the tasks that make traditional practice management unmanageable. Payroll, management accounts, employment contracting, IT networking and infrastructure, and large estates projects sit with specialist central functions. This means you can focus on leading your practice well on service quality, CQC readiness, and the staff and patient experience that makes Haddenham a practice people want to work in. The result is a role with real scope and real support: stretching, but genuinely doable.

If you thrive in a collaborative structure, take pride in operational excellence, and want to lead a site that matters to its community, we'd like to hear from you.

Main duties of the job

• You are the senior operational leader at Haddenham Surgery, with full accountability for service delivery, quality and compliance. This means keeping clinical and non-clinical services running safely and efficiently day-to-day, driving continuous improvement, and ensuring the practice meets its contractual and regulatory obligations including QOF performance and CQC readiness.
• You are responsible for the staff experience at Haddenham Surgery from the culture of the team to the practical business of making sure the right people are in the right place. You will be a visible, trusted leader for your team, the first port of call for day-to-day people matters, and a thoughtful steward of the practices workforce.
• The physical environment, digital infrastructure and information governance of Haddenham Surgery are yours to steward. You will be supported by the Group Manager, IT, Digital lead on local estates works and improvements with guidance as needed from the Group Manager, IT, Digital.
• All POMs are expected to be well-versed in healthcare IG requirements and to contribute to group-level compliance activity.
• Maintain oversight of shared operational resources including the Practice Management and Patient Group inboxes and Meresides social media channels (Facebook, Instagram, LinkedIn), assigning or actioning items as appropriate.
• Engage your community. Patient engagement is a contractual obligation and a genuine reflection of our values. It is delivered through a coordinated group approach with site-level tailoring, and the postholder is expected to take real ownership of this not just attend events, but actively shape how Haddenham Surgery listens to and communicates with its community.
• Co-deliver the Mereside Patient Forum and uphold the Patient Charter in all engagement activity, ensuring Haddenham's patients have a genuine voice in how services are shaped.
• Work proactively to obtain, collate and act on patient feedback through a range of channels, sharing insights with the Operations team to inform site-level and group-level improvement.
• Contribute to the shared production of patient engagement materials including videos, posters, newsletters and surveys in both digital and print form and support planning and attendance at engagement events, including occasional events outside normal working hours.

Person Specification

• A genuinely enthusiastic, caring, and proactive approach with a clear passion for supporting both patients and colleagues.
• A strong commitment to achieving the best for your team while also bringing out the best in them through encouragement, accountability, and support.
• A confident and decisive leadership style, with the ability to make informed decisions and take ownership of outcomes.
• The ability to build trusted, supportive relationships with the Haddenham GP partner, providing reassurance, practical support and collaborative problem-solving.
• Highly organised and resilient with the capability to manage competing priorities in a fast-paced healthcare environment.
• An engaged, collaborative mindset with strong communication skills able to contribute actively to the wider Operations team, lead and influence at all levels, and build trusted relationships across the organisation.
• A continuous improvement mindset, always looking for ways to enhance services, processes, and team performance.
• Have previous experience in primary care or an NHS setting, with a solid understanding of general practice operations.
• Bring experience in managing resource allocation within a healthcare environment.
• Have confidence in using clinical systems and digital tools to support efficient practice management and reporting.
• Demonstrate experience in leading change, service improvement, or transformation initiatives.
• Have a good understanding of workforce planning, rota management, and HR processes.
• Show an interest in population health, community engagement, and improving access to services.
• Already have, or are willing to work towards, an iGPM accreditation.

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.