Practice Manager - City in Norwich

The Coastal Partnership have restructured and are looking for an experienced Practice Manager to lead their City - Beechcroft and Old Palace Surgeries. This is an exciting position with the chance to really make the role your own, with the support of a Reception Manager, a Senior Clinical Lead, and a wider Head Office team.

Your role will be to lead the practice, overseeing all aspects from service delivery, HR management, operational and strategic elements, through to the finer elements of significant events investigations, representing the practice with the PCN and wider system. You have a wider team of approximately 20, including Patient Services, Nurses, ACPs and GPs to lead across 2 sites (Beechcroft and Old Palace).

This role, along with the Coastal Villages Practice PM role, have been created to lead the individual practices, to provide the local agility and autonomy required in this ever-changing health system. You will have experience within General Practice and understand the intricacies of team, patient and service management.

The Partnership is dynamic, forward thinking and constantly striving to improve patient services. The Head Office team, led by an experienced Executive Manager, has a wealth of specialist knowledge and will support you to succeed.

We aim to support you to be the best you can be - confident in your care and proud of the outcomes you achieve for your patients. At The Coastal Partnership, we work hard to ensure that all our staff are motivated and engaged in the running of our organisation; our vision is to be the practice where patients wish to register and staff want to work, and although we are rated as CQC Good we are still on a transformation programme to continually improve ourselves. If you are a forward thinking, motivated GP who is looking to contribute to the challenge of delivering care within a City environment, we want to hear from you.

The Coastal Partnership is well-regarded for GP, Student, and nurse training. We like to grow our own and support personal development and mutual learning. We are looking for someone who believes in our vision for high quality, locally relevant primary care, at scale, and who wants to actively engage in our delivery of that. Whatever stage you are at in your career.

The Practice Manager is responsible for the overall operational leadership, workforce management and performance of Beechcroft & Old Palace Surgeries. Working under the direction of the Executive Manager and GP Partners, the post holder will ensure the delivery of safe, effective, responsive and well-led services across both sites whilst maintaining compliance with contractual, regulatory and organisational requirements.

The Practice Manager will provide leadership across clinical and non-clinical teams, ensuring workforce performance, patient experience, governance and operational effectiveness are maintained at the highest standards. The post holder will work closely with the Clinical Lead, Reception Manager and central Partnership support services to deliver high-quality patient care and organisational objectives.

• Responsible For
• Reception Manager
• All Clinical Staff (non-clinical line management)
• Administrative Staff
• Secretarial Staff
• Care Co-ordinators
• Allied Health Professionals (where applicable)
• Practice Workforce Planning and Development

Key Working Relationships:

• Executive Manager
• GP Partners
• Clinical Lead
• Reception Manager
• Shared Services Manager
• Infrastructure Manager
• Pharmacy Services Manager
• Primary Care Network
• Integrated Care Board
• Community and Secondary Care Providers

Key Responsibilities:

• Leadership and Practice Management
• Provide visible leadership across both practice sites.
• Lead the operational delivery of practice services.
• Promote a positive, collaborative and high-performing culture.
• Support implementation of Partnership objectives and strategic priorities.
• Act as a role model for professionalism and leadership.
• Ensure effective communication throughout the practice.

• Workforce Management
• Maintain overall responsibility for workforce management across the practice.
• Line manage clinical and non-clinical staff, excluding the reception team.
• Conduct appraisals and performance reviews for direct reports.
• Support managers with workforce development activities.
• Manage sickness absence and Return to Work processes.
• Consider and manage flexible working requests.
• Support recruitment, onboarding and retention activities.
• Lead workforce planning and succession planning.
• Promote staff wellbeing and engagement initiatives.
• Ensure mandatory training compliance is maintained.
• Co-ordinate GP trainees and Foundation Year doctors across Coastal sites, working with HR support.

• Clinical Workforce Support
• Work closely with the Clinical Lead to support effective workforce deployment.
• Maintain oversight of clinical staffing levels and workforce resilience.
• Support rota planning and workforce capacity management.
• Ensure appropriate support structures are in place for clinical teams.
• Escalate workforce risks appropriately.

• Performance and Service Delivery
• Monitor practice performance against contractual and organisational objectives.
• Analyse performance data and identify areas for improvement.
• Support delivery of local and national initiatives.
• Ensure operational performance targets are achieved.
• Monitor service capacity and demand.
• Support service redesign and improvement initiatives.

• Complaints and Incident Management
• Lead complaints management processes.
• Ensure complaints are investigated appropriately and resolved effectively.
• Maintain oversight of Significant Incident and RADAR investigations.
• Monitor themes, trends and organisational learning.
• Ensure action plans are implemented and reviewed.

• Governance and Compliance
• Maintain oversight of governance systems and processes.
• Support compliance with CQC requirements and standards.
• Develop and maintain local policies and procedures.
• Maintain oversight of information governance and data protection compliance.
• Ensure organisational risks are identified and managed appropriately.
• Support safeguarding processes and compliance requirements.
• Monitor quality assurance and audit programmes.
• Support EDEC submissions and associated reporting.

• Health & Safety and Premises
• Maintain overall responsibility for Health and Safety compliance.
• Work with Infrastructure and Head Office teams to ensure premises compliance.
• Monitor fire safety, legionella and associated compliance requirements.
• Ensure risks are escalated and addressed appropriately.
• Maintain oversight of site security and operational resilience.

• Financial and Resource Management
• Support management of staffing budgets and workforce expenditure.
• Monitor establishment levels and staffing costs.
• Ensure resources are utilised effectively.
• Identify opportunities for efficiency and value improvement.
• Support delivery of financial objectives.

• Transformation and Continuous Improvement
• Lead local service improvement initiatives.
• Support transformation and redesign programmes.
• Promote innovation and continuous quality improvement.
• Support implementation of Partnership-wide projects.
• Encourage a culture of learning and improvement.

• Business Continuity and Emergency Preparedness
• Maintain oversight of business continuity arrangements.
• Support emergency preparedness planning.
• Ensure organisational resilience plans remain effective.
• Coordinate responses to operational disruptions where required.

• External Relationships
• Develop and maintain effective relationships with stakeholders.
• Represent the practice at meetings and forums.
• Work collaboratively with PCN, ICB and external organisations.
• Support local healthcare initiatives and collaborative working.
• Promote positive relationships with partner organisations.

• General Responsibilities
• Attend management and Partnership meetings.
• Participate in training and development activities.
• Maintain professional standards and confidentiality.
• Support organisational resilience and service delivery.
• Undertake any other duties appropriate to the role.

Person Specification:

• Qualifications
• Essential: Degree level qualification or equivalent management experience. Evidence of continuing professional development.
• Desirable: Leadership or Management qualification. ILM Level 5 or equivalent. NHS Leadership qualification. CIPD qualification or equivalent.

• Personal Attributes
• Essential: Professional and approachable. Positive and collaborative leadership style. Resilient and adaptable. Calm under pressure. Strong integrity and confidentiality. Commitment to continuous improvement. Patient-focused approach. Ability to inspire confidence and trust. Strong organisational awareness. Commitment to equality, diversity and inclusion.
• Desirable: Innovative and forward-thinking. Enthusiastic about improving services. Passionate about developing people and teams. Confident leading organisational change and transformation.

• Skills and Abilities
• Essential: Strong leadership and management skills. Excellent communication and interpersonal skills. Ability to lead multidisciplinary teams. Strong organisational and planning skills. Ability to motivate and support staff. Strong analytical and decision-making abilities. Effective problem-solving skills. Ability to manage competing priorities. Strong report writing and presentation skills. Competent IT skills including Microsoft Office and clinical systems. Ability to build effective working relationships.
• Desirable: Data analysis and performance reporting experience. Project management skills. Experience leading transformation initiatives.

• Experience
• Essential: Significant experience working within General Practice, Primary Care or healthcare management. Experience managing both clinical and non-clinical staff. Experience conducting appraisals and performance management processes. Experience managing workforce issues including absence, wellbeing and development. Experience managing complaints and incident investigations. Experience analysing operational performance. Experience leading teams through change and service improvement. Experience working with senior stakeholders.
• Desirable: Previous Practice Manager, Deputy Practice Manager or Operations Manager experience. Experience of CQC inspections and compliance activities. Experience of workforce planning and succession planning. Experience of budget monitoring and resource management. Experience of multi-site working.

• Knowledge
• Essential: Strong understanding of General Practice and Primary Care operations. Understanding of workforce management principles. Knowledge of employment practices and people management. Understanding of governance and compliance requirements. Knowledge of information governance and confidentiality requirements. Understanding of complaints and incident management processes. Understanding of patient-centred care principles. Knowledge of equality, diversity and inclusion requirements. Understanding of Health and Safety responsibilities.
• Desirable: Understanding of NHS contracts and commissioning arrangements. Awareness of PCN and wider NHS structures. Knowledge of CQC regulatory requirements. Understanding of quality improvement methodologies. Awareness of business continuity planning.

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 name: The Coastal Partnership

Address: Beechcroft Surgery, 23 Beechcroft, Norwich, Norfolk, NR5 0RS, United Kingdom