Practice Manager - Fishguard Health Centre inFishguard inFishguard PUBLISHED 15 MAY 2024

Job summary

Annual Salary: £48,000.00

30 hours a week

We have a fantastic opportunity for a highly motivated and accomplished Practice Manager to join our team. We are looking for an excellent people and strategic manager with demonstrable experience of leading teams. This is an exciting opportunity to play a pivotal role in leading the practice going forward within a well-rounded and supportive team, working with a relatively new partnership which formed in 2022.

Candidates need to demonstrate:

- Management experience. Previous management experience is essential. NHS experience is desirable but not essential for the right candidate.

- Leadership and management capabilities

- Experience of undertaking appraisal and operate performance management systems

- A good understanding of employment law, employment contracts and health and safety

- Ability to working within a budget, managing finance systems and preparing regular financial monitoring information

- Experience of quality systems with framework of annual audit monitoring

Main duties of the job

You will provide clear and positive leadership and vision to the strategic management of the practice and will be expected to constantly review and recommend strategies for its development and effectiveness. On an operational level you will be responsible for the overall business efficiency of the practice, the maintenance of the existing team spirit, and the provision of a communication link to third parties. This includes representation of the practice as required.

Working closely with the Partners, you will keep abreast of contractual and compliance changes and update the Partners promptly to allow them to make informed decisions and implement improvements and legislative change where necessary.

This is a varied and complex role, you will be required to be adaptable and calm in stressful situations. The Practice Manager will need to provide guidance and solutions to unexpected challenges and resolve building, staff, and patient problems as they arise. Time management and adaptability are key to the role.

About us

Fishguard Health Centre is a rural costal practice providing medical services for 9,500 patients. Staff benefit from modern facilities and NHS pension. The clinical staff consists of four GP partners with 3 salaried GPs, 3 Practice Nurses a Health Care Assistant and a Phlebotomist, along with a managerial, administrative and reception team. In 2026 the surgery plans to move to a modern purpose built community health and well being centre.

We are a responsible and caring practice with a can do attitude. We are passionate about patient care and our staff always go that extra mile. We are always looking for ways to improve with patient focused, and efficient decision making.

Job description

Job responsibilities

Patient Care

Develop and record improvement consistent with the outcome of patient feedback

Involve patients, families and carers in the identification of patient-centred concerns and priorities

Dealing with Patient complaints in line with practice policy liaising with outside agencies when necessary

Recording of significant events, shared learning and reporting to governing bodies where necessary

Demonstrate empathy and compassion when communicating with patients, carers and relatives

Evaluate the effectiveness of operational and clinical protocols and modify plans accordingly

Encourage staff to adopt an integrated care approach meeting an individual patients needs

Provide guidance and support to the administration and clinical teams

Provide verbal and written advice to promote understanding and ensure a consistent approach to patient care and communication

Demonstrate analytical thinking, decision making, professionalism and leadership to ensure a high quality patient experience

Maintain compliance with GMS contractual obligations and ensure the practice meets the essential standards keeping accurate and legible evidence for inspection and audit purposes. This includes Access standards; annual IG toolkit; and cross referencing with CGPSAT self assessment tool and requirements

Review correspondence and update protocols and policies if necessary

Ensure service development is in line with local and national guidelines and complies with GMS contractual obligations in relation to patient care

Monitor registrations and capitation reports

Oversee and develop patient services with members of the senior team including: repeat prescribing systems, appointment access, surgery timetables, staff rotas, performance targets and online access

Strategy and Service Development

Co-ordinate and manage the process of Practice strategy formulation in collaboration with the Partners, providing any data required for strategic planning

Share and contribute expertise

Communicate, motivate, and inspire others to deliver excellent standards of care

Challenge restrictive cultures and champion new ways of working to deliver enhanced patient focused care and improved productivity

Support the development of a learning organisation by identifying, challenging, and reporting poor performance which may affect patient safety

Contributing to appropriate service developments and quality improvements and project managing when required

Adopt a strategic approach to the development and management of patient services, make recommendations for change and lead on service improvement and delivery of key targets

Ensure service development and delivery is in accordance with local and national policies and guidelines

Monitor and challenge risk in relation to the practice

Ensure practice has a robust and up to date Business Continuity Plan which includes IT security, backup maintenance and recovery plans

Co-ordinate production of the Practice Development Plan and reports, ensuring consistency, external and internal targets and an effective monitoring system

Act as a professional champion and advocate for the practice

Partnership Management

Design GP rotas to optimise clinical time and assess locum needs, review and undertake regular clinical workload reviews. Evaluate availability against national and internal targets

Liaise with Partners regarding need for locums; organise recruitment, selection and induction of locums

Co-ordinate, support, participate and contribute to Partners Meetings, and implement and review actions.

Be familiar with the terms of the Partnership Agreement, monitor compliance and recommend remedial action if required. Where appropriate, liaise with solicitor in drafting/amending the Agreement

Advise on the completion of administration and financial arrangements in the event of partnership change; propose amendments to the Partnership Agreement if appropriate. May contribute to the recruitment and selection process

Co-ordinate, convene and if appropriate chair various meetings, internally and externally, including the regular Partners meetings. Implement actions, monitor and review effectiveness of meetings.

Finance and Resources

Manages the Practice accounts, ensuring accounts are reconciled monthly, preparing a monthly income & expenditure statement and submitting and promptly at year end to the practice accountant

Advise Partners of structure/format of monthly accounting process, establish and implement appropriate financial controls including controls over expenditure, Petty Cash

Monitor cashflow, prepare regular forecasts and financial reports to partners

Be fully familiar with the terms of the GMS Contract, and through negotiation with the LHB and preparation and submission of regular development plans, ensure the Practice receives an appropriate and equitable allocation of resources

Establish appropriate systems to maximise income and monitor targets; support the Partners and admin staff to achieve maximum clinical targets and assess profitability of both Direct and Local Enhanced Services; identify all other income generation opportunities; report any under-performance, and institute remedial action.

Manage the monthly Payroll process, managing PAYE and NHS pension systems, all within HMRC and NHS Pension scheme requirements, ensuring financing and security controls are in place.

Be responsible for procurement, both medical and administrative, assisting the Partners with value for money purchasing and ensuring prompt payment and reconciliation of supplier accounts

Calculate and arrange partners drawings in collaboration with the Partners and practice accountant and in line with Partnership Agreement

Personal and People Development and People Management

Recruitment and Retention

o Manage the selection and recruitment and retention of all staff and clinicians and ensure that all new staff are legally and gainfully employed

o Manage staffing levels within practice budgets

o Responsible for updating contractual information, staff handbook, job descriptions and well maintained personnel files

o Ensure staff are appropriately inducted and trained in order to fulfil their role

o Review salary pay scales annually in line with contractual uplifts and national Living wage increases

o Arrange disclosure and barring checks

Employment/Employment Law

o Deal with sickness and holiday leave and record in line with practice policy

o Resolve disputes and grievances adopting a no blame culture

o Deal with disciplinary matters in line with contract policies and gain legal advice for the Partners if necessary

o Record staff risk assessments where necessary

o Keep up to date with changes regarding employment legislation and update staff as necessary

Training, Education and Staff Development

o Responsible for Practice effective appraisal/personal development process and implementing effective monitoring systems

o Support colleagues to advance skills and develop

o Take responsibility for own continued professional development and contribute to the continuing professional development and appraisal of team members

o Facilitate and promote a learning culture that encourages others to develop their full potential

o Undertake annual mandatory training updates in line with practice policies

Information Resources/Information Systems

Responsibility to ensure all protocols and policies are reviewed and updated in line with recommended guidelines

Plan, implement and oversee systems for the flow of health and corporate records in the practice and for the summarising and input of other relevant data, identifying and agreeing the minimum data set to be collected and agreed methods of data collection. Supporting team members to analyse the information obtained and reporting findings

Ensure data is kept in line with the practice records retention policy

Update of appropriate Information Governance systems completing the practice annual IG toolkit declaration and compliance for GDPR

Convene meetings, preparing agenda's and minutes and chair as necessary

Oversee the implementation of new IT and telephony systems and arrange necessary training

Key Relationships

Demonstrate professional, well established and effective communication skills, both internal and external to the practice working collaboratively and forging alliances within a multi-professional team including:

o GPs

o Senior Team

o Practice Nurses

o Health Care Assistant

o Management Support and Administration staff

o Primary Care Network

o LHB

Establish networks and partnerships with a common purpose across professional and organisational boundaries

Where necessary, attend meetings as a representative of the practice and report updates to the Partners if required ensuring actions from meetings are actioned in a timely manner

Provide expert advice and communicate complex information to service users, relatives, staff and all agencies

Communicate comprehensive and sensitive information

For an information conversation, please contact the interim Business Manager, Jayne Tucker on or email

Job description
Job responsibilities

Patient Care

Develop and record improvement consistent with the outcome of patient feedback

Involve patients, families and carers in the identification of patient-centred concerns and priorities

Dealing with Patient complaints in line with practice policy liaising with outside agencies when necessary

Recording of significant events, shared learning and reporting to governing bodies where necessary

Demonstrate empathy and compassion when communicating with patients, carers and relatives

Evaluate the effectiveness of operational and clinical protocols and modify plans accordingly

Encourage staff to adopt an integrated care approach meeting an individual patients needs

Provide guidance and support to the administration and clinical teams

Provide verbal and written advice to promote understanding and ensure a consistent approach to patient care and communication

Demonstrate analytical thinking, decision making, professionalism and leadership to ensure a high quality patient experience

Maintain compliance with GMS contractual obligations and ensure the practice meets the essential standards keeping accurate and legible evidence for inspection and audit purposes. This includes Access standards; annual IG toolkit; and cross referencing with CGPSAT self assessment tool and requirements

Review correspondence and update protocols and policies if necessary

Ensure service development is in line with local and national guidelines and complies with GMS contractual obligations in relation to patient care

Monitor registrations and capitation reports

Oversee and develop patient services with members of the senior team including: repeat prescribing systems, appointment access, surgery timetables, staff rotas, performance targets and online access

Strategy and Service Development

Co-ordinate and manage the process of Practice strategy formulation in collaboration with the Partners, providing any data required for strategic planning

Share and contribute expertise

Communicate, motivate, and inspire others to deliver excellent standards of care

Challenge restrictive cultures and champion new ways of working to deliver enhanced patient focused care and improved productivity

Support the development of a learning organisation by identifying, challenging, and reporting poor performance which may affect patient safety

Contributing to appropriate service developments and quality improvements and project managing when required

Adopt a strategic approach to the development and management of patient services, make recommendations for change and lead on service improvement and delivery of key targets

Ensure service development and delivery is in accordance with local and national policies and guidelines

Monitor and challenge risk in relation to the practice

Ensure practice has a robust and up to date Business Continuity Plan which includes IT security, backup maintenance and recovery plans

Co-ordinate production of the Practice Development Plan and reports, ensuring consistency, external and internal targets and an effective monitoring system

Act as a professional champion and advocate for the practice

Partnership Management

Design GP rotas to optimise clinical time and assess locum needs, review and undertake regular clinical workload reviews. Evaluate availability against national and internal targets

Liaise with Partners regarding need for locums; organise recruitment, selection and induction of locums

Co-ordinate, support, participate and contribute to Partners Meetings, and implement and review actions.

Be familiar with the terms of the Partnership Agreement, monitor compliance and recommend remedial action if required. Where appropriate, liaise with solicitor in drafting/amending the Agreement

Advise on the completion of administration and financial arrangements in the event of partnership change; propose amendments to the Partnership Agreement if appropriate. May contribute to the recruitment and selection process

Co-ordinate, convene and if appropriate chair various meetings, internally and externally, including the regular Partners meetings. Implement actions, monitor and review effectiveness of meetings.

Finance and Resources

Manages the Practice accounts, ensuring accounts are reconciled monthly, preparing a monthly income & expenditure statement and submitting and promptly at year end to the practice accountant

Advise Partners of structure/format of monthly accounting process, establish and implement appropriate financial controls including controls over expenditure, Petty Cash

Monitor cashflow, prepare regular forecasts and financial reports to partners

Be fully familiar with the terms of the GMS Contract, and through negotiation with the LHB and preparation and submission of regular development plans, ensure the Practice receives an appropriate and equitable allocation of resources

Establish appropriate systems to maximise income and monitor targets; support the Partners and admin staff to achieve maximum clinical targets and assess profitability of both Direct and Local Enhanced Services; identify all other income generation opportunities; report any under-performance, and institute remedial action.

Manage the monthly Payroll process, managing PAYE and NHS pension systems, all within HMRC and NHS Pension scheme requirements, ensuring financing and security controls are in place.

Be responsible for procurement, both medical and administrative, assisting the Partners with value for money purchasing and ensuring prompt payment and reconciliation of supplier accounts

Calculate and arrange partners drawings in collaboration with the Partners and practice accountant and in line with Partnership Agreement

Personal and People Development and People Management

Recruitment and Retention

o Manage the selection and recruitment and retention of all staff and clinicians and ensure that all new staff are legally and gainfully employed

o Manage staffing levels within practice budgets

o Responsible for updating contractual information, staff handbook, job descriptions and well maintained personnel files

o Ensure staff are appropriately inducted and trained in order to fulfil their role

o Review salary pay scales annually in line with contractual uplifts and national Living wage increases

o Arrange disclosure and barring checks

Employment/Employment Law

o Deal with sickness and holiday leave and record in line with practice policy

o Resolve disputes and grievances adopting a no blame culture

o Deal with disciplinary matters in line with contract policies and gain legal advice for the Partners if necessary

o Record staff risk assessments where necessary

o Keep up to date with changes regarding employment legislation and update staff as necessary

Training, Education and Staff Development

o Responsible for Practice effective appraisal/personal development process and implementing effective monitoring systems

o Support colleagues to advance skills and develop

o Take responsibility for own continued professional development and contribute to the continuing professional development and appraisal of team members

o Facilitate and promote a learning culture that encourages others to develop their full potential

o Undertake annual mandatory training updates in line with practice policies

Information Resources/Information Systems

Responsibility to ensure all protocols and policies are reviewed and updated in line with recommended guidelines

Plan, implement and oversee systems for the flow of health and corporate records in the practice and for the summarising and input of other relevant data, identifying and agreeing the minimum data set to be collected and agreed methods of data collection. Supporting team members to analyse the information obtained and reporting findings

Ensure data is kept in line with the practice records retention policy

Update of appropriate Information Governance systems completing the practice annual IG toolkit declaration and compliance for GDPR

Convene meetings, preparing agenda's and minutes and chair as necessary

Oversee the implementation of new IT and telephony systems and arrange necessary training

Key Relationships

Demonstrate professional, well established and effective communication skills, both internal and external to the practice working collaboratively and forging alliances within a multi-professional team including:

o GPs

o Senior Team

o Practice Nurses

o Health Care Assistant

o Management Support and Administration staff

o Primary Care Network

o LHB

Establish networks and partnerships with a common purpose across professional and organisational boundaries

Where necessary, attend meetings as a representative of the practice and report updates to the Partners if required ensuring actions from meetings are actioned in a timely manner

Provide expert advice and communicate complex information to service users, relatives, staff and all agencies

Communicate comprehensive and sensitive information

For an information conversation, please contact the interim Business Manager, Jayne Tucker on or email

Person Specification

Qualifications

Essential

• Minimum GCSE Grade A-C Maths and English
• Computer Literate
• Proficient in Microsoft Office365 and clinical data systems

Desirable

• A level standard or degree
• Qualification and experience in Practice Management
• Qualification in Financial Accounting, HR or Management

Experience

Essential

• Experience of a Leadership or Management role
• Practical understanding of primary care and community services
• Solution focused approach to problem solving
• Experience of managing staff, good teamwork and employee satisfaction

Desirable

• Previous experience in a Senior Management role in Primary Care
• Knowledge of Xero accounts
• Knowledge of Visio/DocMan and/or EMIS

Knowledge and Skills

Essential

• Ability to manage and empower staff
• Delegate effectively
• Excellent networking, communication and interpersonal skills
• Autonomous working

Desirable

• Managing change effectively

Person Specification
Qualifications

Essential

• Minimum GCSE Grade A-C Maths and English
• Computer Literate
• Proficient in Microsoft Office365 and clinical data systems

Desirable

• A level standard or degree
• Qualification and experience in Practice Management
• Qualification in Financial Accounting, HR or Management

Experience

Essential

• Experience of a Leadership or Management role
• Practical understanding of primary care and community services
• Solution focused approach to problem solving
• Experience of managing staff, good teamwork and employee satisfaction

Desirable

• Previous experience in a Senior Management role in Primary Care
• Knowledge of Xero accounts
• Knowledge of Visio/DocMan and/or EMIS

Knowledge and Skills

Essential

• Ability to manage and empower staff
• Delegate effectively
• Excellent networking, communication and interpersonal skills
• Autonomous working

Desirable

• Managing change effectively

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.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

GP Practice in Wales
Address

Fishguard Health Centre

Ropewalk

Fishguard

Dyfed

SA65 9BT

Employer's website