Dispensary Manager in Norwich

• Manage day-to-day operations of the dispensary and wholesaling departments.
• Responsible for line management, appraisals, and professional development of dispensary staff.
• Plan, schedule, and allocate workload, support staff rota coverage for leave, sickness, and peak absences, and manage this in absence of rota manager.
• Lead training, mentoring, and guidance for trainee dispensary staff, attached students, and new team members.
• Participate in recruitment and the ongoing implementation of practice policies.
• 2. Wholesaling Operations & Commercial Management
• Oversee end-to-end management of the practices wholesaling operations and commercial accounts.
• Act as primary point of contact for pharmaceutical wholesalers, manufacturers, and drug representatives.
• Negotiate delivery terms, discount structures, bulk pricing, and bonus stock to maximize practice profitability.
• Ensure full compliance with relevant wholesaling legislation, licensing conditions, and distribution guidelines.
• Manage wholesale invoicing, credits, PAs, and account reconciliations with the finance manager.
• Identify market trends, drug shortages, and procurement opportunities to optimise wholesaling/dispensing revenue.

Main duties of the job

There is a requirement to work between both sites at Reepham and Aylsham which has a travelling distance of 7.5 miles approximately, and clean driving licence and own car essential.

Excellent customer service both face to face and on the telephone is required. A good standard of English and maths would be required.

We are looking for somebody who can multi-task and prioritise and can support a multi-faceted team to deliver efficient and effective services to our patient population of approximately 9100 patients.

About us

We are a friendly, committed Practice delivering a full range of services to our local areas of Reepham and Aylsham.

Our feedback consistently highlights the good care, friendliness and professionalism of our staff whatever role they are working in.

We have a dispensary at both surgeries, a reception/administrative team, a secretarial team and a management team all of whom support the clinical teams which consist of phlebotomist, healthcare assistants, practice nurses, nurse practitioners, physician associates, salaried and partner GPs.

• Job responsibilities
• Job Title
• Dispensary/Wholesaling Manager
• Job Summary

To be responsible for the safe, accurate and efficient dispensing of medication to the entitled patient population, providing advice and support for both patients and colleagues.

In addition, the post-holder will be required to manage the dispensary staff and support the multi-disciplinary team in line with the strategic objectives of the practice.

Mission Statement

Values

Equality, Caring, Sharing, Patient-Centred, Holistic, Team Working, Forward Thinking, Learning and Developing

• Generic Responsibilities
• All staff at Reepham and Aylsham Medical Practice have a duty to conform to the following:
• Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential.

Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care.

They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression.

Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted.

Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety.

You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service.

Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care.

They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.

It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it.

By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision.

We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Deputy Practice Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role.

All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme.

Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

All staff are to recognise the significance of collaborative working.

Teamwork is essential in multidisciplinary environments.

Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Security

The security of the practice is the responsibility of all personnel.

Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured

Primary Responsibilities

The following are the core responsibilities of the Dispensary Manager.

There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Duties & Responsibilities

• Manage day-to-day operations of the dispensary and wholesaling departments.
• Responsible for line management, appraisals, and professional development of dispensary staff.
• Plan, schedule, and allocate workload, support staff rota coverage for leave, sickness, and peak absences, and manage this in absence of rota manager.
• Lead training, mentoring, and guidance for trainee dispensary staff, attached students, and new team members.
• Participate in recruitment and the ongoing implementation of practice policies.
• 2. Wholesaling Operations & Commercial Management
• Oversee end-to-end management of the practices wholesaling operations and commercial accounts.
• Act as primary point of contact for pharmaceutical wholesalers, manufacturers, and drug representatives.
• Negotiate delivery terms, discount structures, bulk pricing, and bonus stock to maximize practice profitability.
• Ensure full compliance with relevant wholesaling legislation, licensing conditions, and distribution guidelines.
• Manage wholesale invoicing, credits, PAs, and account reconciliations with the finance manager.
• Identify market trends, drug shortages, and procurement opportunities to optimise wholesaling/dispensing revenue.
• Support, supervise, and manage all staff members participating in wholesaling duties.
• 3. Procurement, Stock Control & Safety
• Maintain accurate electronic and physical records of all dispensing and wholesaling stock.
• Effectively manage stock levels to ensure adequate availability while minimising wastage and expenditure.
• Conduct comprehensive annual stocktakes alongside regular interim spot-checks and audits.
• Promote a safe, clean, and secure working environment conforming to current legislation (CQC, NICE).
• Ensure precise management of the cold chain process, ensuring drugs are stored within required temperatures.
• Manage and order administrative supplies, including cartons, labels, bottles, and prescription forms.
• 4. Clinical Dispensing & Patient Care
• Oversee and execute the accurate processing of patient prescription requests via Systm One (S1).
• Issue, check, and dispense medicines, appliances, and controlled drugs prescribed by clinicians.
• Maintain the Dangerous Drugs Record Book in strict accordance with the Misuse of Drugs Act 1971.
• Ensure requests for repeat prescriptions are processed safely within a 48-hour timeframe.
• Collect prescription charges from patients, including cashing up, balancing, and cross-referencing monies.
• Instruct patients on drug compliance, safety, and self-care; manage the return of medicines.
• Conduct Dispensing Reviews of Medication Use (DRUMS) and coordinate uncollected medication on a monthly basis.
• Liaise with external healthcare professionals regarding patient medication monitoring.
• 5. Clinical Governance, Finance & Administration
• Process invoices for payment, collaborating closely with the Finance or Practice Manager.
• Ensure correct procedures for sorting and submitting prescriptions (FP10 / FP34D / Private) to the PPA.
• Accurately enter treatment and dispensing details into patient electronic health records.
• Assist the practice with reaching Quality and Outcomes Framework (QOF) targets.
• Maintain mandatory reporting mechanisms, including the Yellow Card scheme for adverse drug reactions.
• Review significant events, compliance protocols, and patient complaints relating to the dispensary.
• Maintain up-to-date Standard Operating Procedures (SOPs) for the department.
• Act as the practice point of contact for medicines-related matters in the absence of the Clinical Pharmacist/Pharmacy Technician
• Partake in clinical, operational, and quality improvement audits as directed by the audit lead.

Person Specification

Qualifications

• Good standard of education including GCSEs (or equivalent) in English and Mathematics
• Significant experience in pharmaceutical wholesaling, dispensary operations, or medicines supply chain management.
• Qualified Dispenser with relevant dispensing qualification and experience.
• Experience managing stock control, procurement, and inventory systems.
• Experience supervising or managing staff within a pharmacy, wholesaling, or healthcare environment.
• Knowledge of medicines distribution processes and supply chain regulations.
• Experience dealing with suppliers, manufacturers, and procurement teams.
• Experience implementing service improvements and managing change.
• Qualification in Management Significant experience in pharmacy wholesaling, dispensary operations, stock control, and medicines supply.
• Strong knowledge of medicines legislation, MHRA/GDP requirements, and controlled drug regulations.
• Experience managing staff, resources, and operational performance.
• Proven ability to manage procurement, inventory, budgets, and supplier relationships.
• Strong leadership, communication, and problem-solving skills.
• Competent in pharmacy systems, data analysis, and Microsoft Office applications.
• Excellent organisational skills with attention to detail and the ability to work under pressure.
• Commitment to quality, patient safety, regulatory compliance, and continuous service improvement.
• 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.

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