OPERATIONS MANAGER

Keeping the practice running Maintain oversight of day-to-day activity across the practice. Coordinate the operational response to staffing, workload, capacity or service pressures. Ensure agreed procedures are followed consistently. Resolve operational problems promptly, escalating significant concerns when required. Support the implementation of new systems, services and ways of working. Coordinate with clinical colleagues to ensure services are organised safely and efficiently. Provide operational updates and management information to the Practice Manager and GP Partners. Leading and supporting our staff Provide clear, supportive and visible leadership to reception and administrative staff. Coordinate staffing levels, rotas, annual leave and day-to-day cover. Allocate work appropriately and monitor workload across non-clinical teams. Support recruitment, shortlisting, interviews and appointment processes. Coordinate induction and onboarding for new non-clinical employees. Hold regular team and individual meetings where appropriate. Support staff development, supervision and performance management. Monitor attendance and support the management of sickness absence. Identify training needs and monitor completion of mandatory training. Encourage open communication and effective teamwork across the practice. Patient access and service capacity Monitor patient access, appointment use, demand and available capacity. Work with clinical and administrative colleagues to make effective use of appointments. Identify recurring access difficulties and help develop workable solutions. Support the coordination of additional clinical capacity when required. Review patient pathways and administrative processes to reduce unnecessary delays. Monitor the effect of operational changes on patients and staff. Patient experience and complaints Promote a courteous, consistent and patient-focused approach across the practice. Coordinate the management of complaints, concerns, comments and compliments. Ensure complaints are acknowledged, investigated and responded to within appropriate timescales. Work with relevant staff to establish facts and prepare clear draft responses. Maintain accurate complaint records and monitor actions arising from investigations. Safeguarding Safeguarding is the responsibility of every member of the practice team. The Operational Manager will oversee the non-clinical systems that support effective safeguarding arrangements, working closely with the practices designated clinical safeguarding leads.

Responsibilities will include

Ensuring that staff understand how to recognise, record and escalate safeguarding concerns. Making safeguarding procedures and escalation routes clear and accessible. Monitoring staff safeguarding training and ensuring it remains appropriate to each persons role. Including safeguarding responsibilities within staff induction. Maintaining relevant safeguarding policies, procedures and administrative systems. Coordinating the administrative arrangements for safeguarding meetings, audits and reviews. Monitoring agreed actions and ensuring these are followed up. Ensuring safeguarding correspondence and requests for information are directed promptly to the appropriate clinician. Supporting secure and accurate record-keeping. Liaising appropriately with health, education, social care and other safeguarding agencies. Escalating urgent, unresolved or significant concerns to the appropriate safeguarding lead, Practice Manager or GP Partner. Supporting learning and improvement following safeguarding incidents, audits or reviews. Clinical safeguarding decisions and accountability will remain with the practices designated clinical safeguarding leads. Governance, quality and regulatory compliance Help ensure that practice policies and procedures are current, accessible and implemented consistently. Maintain oversight of operational audits, action plans and supporting evidence. Support the recording, review and learning arising from incidents and significant events. Contribute to quality assurance and service-improvement work. Monitor operational compliance and address any identified gaps. Support the practice in meeting NHS contractual and regulatory requirements. Maintain organised and accessible evidence to support CQC compliance. Assist with preparation for CQC assessment or inspection. Coordinate actions arising from audits, inspections or regulatory reviews. Promote a culture in which concerns are raised, learning is shared and improvements are sustained. Premises, health and safety Oversee the day-to-day management of the practice premises. Coordinate repairs, maintenance and contractor access. Maintain appropriate records for equipment servicing and statutory inspections. Ensure identified health and safety checks are completed and documented. Support risk assessments and monitor resulting actions. Ensure operational resources, equipment and supplies are available and maintained. Report and escalate premises or safety concerns appropriately. Liaise with contractors, suppliers and external agencies as required. Business continuity Maintain and regularly review the practices business continuity arrangements. Help ensure that staff understand their responsibilities during an operational disruption. Coordinate the initial operational response to events affecting service delivery. Support emergency planning, communication and service recovery. Keep relevant contact details, procedures and contingency information current. Record learning following disruptions and ensure plans are updated accordingly Working with others Work closely with the Practice Manager and GP Partners. Build effective relationships across clinical and non-clinical teams. Liaise with the Primary Care Network, commissioners, suppliers and other external partners. Attend and contribute to relevant practice meetings. Represent the operational needs of the practice clearly and professionally. Support the Practice Manager and provide appropriate operational cover when required. This list reflects the principal responsibilities of the post. Duties may develop over time in response to the changing needs of the practice and NHS general practice.