Operation and Facilities Officer in London

Glebe Road Surgery, an established and highly regarded GP practice in Barnes, is seeking an experienced and motivated Operations Manager to support the day-to-day operational and administrative management of the surgery. Based at Glebe Road Surgery, 1 Glebe Road, Barnes, London, SW13 0DR, this is an excellent opportunity to work closely with the GP Partners, clinical team, and administrative staff to help ensure the smooth and efficient running of the practice.

The Operations Manager will play a key role in overseeing daily practice operations, staff coordination, workflow management, patient services, compliance, and operational performance, while helping to maintain a positive and well-organised working environment. Experience with rota management, HR processes, patient services, and CQC compliance would be advantageous.

The Operations Manager will support the smooth day-to-day running of Glebe Road Surgery, overseeing operational processes, staff coordination, patient services, and administrative performance across the practice. The role will involve supporting compliance, HR processes, workflow management, and service improvement initiatives while ensuring a high standard of patient care and operational efficiency.

Working closely with the GP Partners and wider team, the post holder will help maintain a well-organised, patient-focused environment and contribute to the ongoing development and performance of the practice.

Glebe Road Surgery is a well-established GP practice based in Barnes, South West London, providing high-quality primary care services to the local community. Located at 1 Glebe Road, SW13 0DR, the practice offers a wide range of NHS healthcare services delivered by a dedicated multidisciplinary team focused on patient-centred care. The surgery is committed to delivering accessible, efficient, and compassionate healthcare while maintaining high clinical and operational standards.

Monitor operational performance against agreed objectives and KPIs.

• Support the implementation of new services, pathways, and NHS initiatives.
• Conduct appraisals, performance reviews, return-to-work meetings, and staff development reviews.
• Manage employee relations issues in line with practice policies and employment legislation.

CQC Compliance and Governance

• Lead on CQC readiness and compliance across all key lines of enquiry (KLOEs).
• Maintain evidence portfolios to support inspections and audits.
• Ensure all policies, procedures, risk assessments, and governance documents remain current and compliant.
• Coordinate responses to CQC inspections and action plans.
• Support the practices quality assurance framework.
• Ensure compliance with NHS England, ICB, CQC, and contractual requirements.

Monitor appointment capacity and patient access performance.

• Support implementation of Modern General Practice Access principles.
• Monitor patient feedback, complaints, incidents, and compliments.
• Lead actions arising from patient surveys and Friends & Family Test results.

Quality Improvement and Performance

• Lead operational audits and quality improvement programmes.
• Monitor achievement of Quality and Outcomes Framework (QOF) targets.
• Support delivery of Enhanced Services and Local Incentive Schemes.
• Produce performance reports and operational dashboards.
• Analyse activity and demand data to support decision-making.

Financial and Contractual Support

• Support budget monitoring and financial planning.
• Assist with contract monitoring and NHS reporting requirements.
• Support claims submission and performance reporting relating to enhanced services.

Information Governance and Compliance

• Actively support compliance with:
• Data Protection Act
• UK GDPR
• NHS Digital standards
• Ensure mandatory training compliance across all staff groups.
• Primary Care Networks (PCNs)
• Community providers
• Local authorities
• External contractors and suppliers

Business Continuity and Risk Management

• Maintain and regularly review business continuity plans.
• Ensure appropriate risk management processes are in place.
• Maintain organisational risk registers and action plans.

Evidence of continuing professional development. Experience supporting CQC compliance and inspections. Experience managing staff performance and workforce issues. Experience working with NHS contracts and performance targets. Knowledge of CQC regulations and inspection frameworks. Ability to analyse operational data and produce reports. Strong organisational and project management skills.