Practice Manager

The Alton Practice is seeking an experienced, organised and approachable Practice Manager to lead the operational and business management of our established GP surgery. The successful candidate will work closely with motivated, supportive GP Partners who are actively involved in the practice's development. They will also be well supported by an experienced Operations Supervisor who provides day-to-day operational assistance and continuity. We value teamwork, open communication and practical, collaborative problem-solving. The Practice Manager will oversee the efficient running of the practice, support and develop staff, maintain sound financial and governance arrangements, and help deliver safe, accessible and high-quality patient services. The role also includes supporting the established teaching and GP training activities of the Practice. 1. OPERATIONAL MANAGEMENT Lead the effective day-to-day management of the practice, working closely with the Operations Supervisor. Oversee administrative systems, appointment arrangements, patient access, workflow and service delivery. Ensure appropriate staffing, rotas and operational cover, delegating tasks effectively. Monitor performance, resolve operational problems and implement improvements. Maintain effective communication between GP Partners, clinicians, the Operations Supervisor and administrative staff. Provide regular updates to the GP Partners on key operational issues, risks and progress. 2. HR Lead, manage and support the non-clinical team, fostering a positive, inclusive and accountable working culture. Oversee recruitment, induction, appraisal, staff development, sickness absence, annual leave and workforce planning. Work with the Operations Supervisor to ensure effective supervision and support of reception and administrative staff. Manage performance, capability, disciplinary and grievance matters fairly and confidentially, involving the GP Partners as appropriate. Act as the main point of contact with Peninsula, the practice's external HR and employment law advisory service. Seek Peninsula's advice on contracts, employment policies, absence, employee relations and changes in employment legislation; ensure agreed actions are documented and implemented. Maintain accurate, confidential employment records and ensure mandatory staff training is completed. Support the GP Partners with wider clinical workforce planning and recruitment where required. 3. FINANCIAL AND BUSINESS MANAGEMENT Work with the GP Partners to monitor expenditure, cash flow and financial sustainability. Oversee payroll processes, invoices, supplier payments, purchasing and financial records. Monitor income from the GMS contract, QOF, enhanced services, PCN-related activity and other relevant sources. Coordinate accurate and timely financial claims and contractual submissions. Identify opportunities to improve efficiency, control costs and protect practice income. Liaise with accountants, suppliers and professional advisers as required. 4. QUALITY, GOVERNANCE AND COMPLIANCE Coordinate compliance with Care Quality Commission (CQC) standards and maintain inspection readiness. Keep practice policies, risk assessments, governance records and regulatory evidence under review. Support incident reporting, significant event reviews, audit and quality improvement, working with clinical leads. Oversee complaints handling, ensuring timely, sensitive responses and learning from patient feedback. Support safeguarding, infection prevention and control, and health and safety arrangements alongside designated leads. Maintain appropriate business continuity and emergency plans. Advise the GP Partners of material risks, compliance issues and required actions. 5. NHS CONTRACTS AND PERFORMANCE Support delivery of the General Medical Services (GMS) contract and relevant NHS obligations. Coordinate performance monitoring for QOF, enhanced services and other commissioned work. Work with clinical and administrative staff to identify performance gaps and implement improvement plans. Ensure relevant reports, claims and contractual returns are completed accurately and on time. Maintain awareness of changes in NHS primary care policy, funding and contractual requirements. Support delivery of applicable Primary Care Network (PCN) commitments. 6. PATIENT SERVICES AND ENGAGEMENT Promote a responsive, inclusive and patient-centred service. Oversee reception and administrative services in conjunction with the Operations Supervisor. Review patient access, appointment availability, demand and communication systems. Coordinate patient concerns and complaints, and support the Patient Participation Group. Use patient feedback to improve access, experience and service quality. Ensure information for patients is clear, accurate and accessible. 7. IT AND INFORMATION GOVERNANCE Oversee practice IT systems, telephony, website and digital services, liaising with NHS IT support. Support the effective use of EMIS Web and other clinical and administrative systems. Coordinate information governance, confidentiality, data protection and staff awareness. Oversee Data Security and Protection Toolkit requirements and appropriate access controls. Maintain relevant cybersecurity and IT business continuity arrangements. Identify digital improvements that benefit patients and staff. 8. PREMISES AND HEALTH AND SAFETY Oversee safe premises management, maintenance, cleaning, equipment and supplier contracts. Ensure relevant health and safety, fire safety and statutory checks are arranged and documented. Maintain premises risk assessments and address defects or hazards promptly. Work with the Operations Supervisor to resolve routine premises and facilities issues. 9. STRATEGY AND PARTNERSHIP WORKING Contribute to business planning, workforce development and service improvement with the GP Partners. Help translate agreed priorities into practical plans and monitor progress. Maintain productive relationships with West Wandsworth PCN, South West London ICB, NHS England and local providers. Represent the practice at appropriate meetings and support collaborative primary care initiatives. Support change projects and respond constructively to developments in general practice. 10. TEACHING, TRAINING AND EDUCATION The Alton Practice supports undergraduate medical education and GP specialty training. The Practice Manager will coordinate the operational and administrative aspects of these activities with the GP Trainers and clinical educators. Support arrangements for Imperial College London medical student placements and GP Specialty Registrar training. Coordinate learner inductions, timetables, rooms, IT access, documentation and communication with educational organisations. Liaise as required with medical schools, NHS England training teams and local Training Hubs. Support teaching sessions, tutorials, multidisciplinary learning and staff development activities. Maintain placement administration and coordinate training-related payments or claims where applicable. Help the practice maintain appropriate teaching and training arrangements and a positive learning culture. Identify professional development opportunities for clinical and non-clinical staff. Clinical supervision and educational assessment remain the responsibility of designated clinical educators and GP Trainers. 11. GENERAL RESPONSIBILITIES Maintain confidentiality, integrity, professionalism and sound judgement. Promote equality, diversity, inclusion and staff wellbeing. Undertake relevant continuing professional development. Carry out other reasonable duties consistent with the role, as agreed with the GP Partners. WHAT WE OFFER Motivated, approachable GP Partners who are actively engaged in supporting the practice. An experienced Operations Supervisor providing valuable day-to-day management support. A friendly, collaborative team and established operational support structure. The opportunity to contribute to practice development, quality improvement and future planning. Involvement in a teaching and training practice committed to staff learning and development. This job description outlines the main responsibilities and may be reviewed in consultation with the postholder as practice needs evolve.