Practice Manager

Job description

Job responsibilities

Job Purpose

The Practice Manager will have overall responsibility for the managerial and commercial aspects of Great Chapel Street Medical Centre (GCS), ensuring the practice provides a safe, responsive and trusted environment for patients and staff.

The postholder will lead the effective day-to-day management of the practice, working closely with the HHCIC Directors, clinical team and administrative team. The role will have responsibility across people management, finance, business planning, governance, information management and team leadership, while supporting the continued development, sustainability and quality of the service.

The Practice Manager will also work collaboratively with internal and external partners and will represent the practice at relevant meetings and forums.

The role is primarily based on-site at Great Chapel Street Medical Centre, with some potential for remote working where appropriate.

Key ResponsibilitiesHuman Resources and People Management

• Lead and oversee recruitment, retention and general personnel management.
• Ensure appropriate staffing levels, skill mix and deployment within agreed budgets.
• Oversee staff induction, training, appraisals and ongoing development.
• Support effective systems for managing staff performance, disputes and grievances.
• Ensure compliance with employment legislation and good employment practice.
• Maintain accurate and up-to-date HR documentation, including job descriptions, employment contracts and policies.
• Provide advice and support to staff and the Directors on employment and people-related matters.
• Promote effective team working, communication and a positive working environment.

Financial and Contract Management

• Oversee and monitor current contracts, informal business agreements and strategic plans agreed by the Directors.
• Monitor practice performance against contractual requirements, including relevant QOF, Enhanced Services and prescribing measures.
• Ensure agreed targets and contractual requirements are delivered.
• Prepare regular financial and performance reports for the Directors.
• Manage monthly payroll and PAYE arrangements, maintaining appropriate records.
• Oversee practice pension arrangements and associated processes.
• Implement and maintain effective systems for handling and recording payments and invoices.
• Monitor financial information, identify discrepancies and ensure these are resolved promptly.
• Support the development and implementation of new business plans.
• Contribute to the financial sustainability and effective use of practice resources.

Business Planning, Governance and Organisation

• Support the Directors with the development and implementation of the practice's strategic and operational plans.
• Organise practice and business meetings, prepare agendas and ensure minutes and actions are appropriately recorded and followed up.
• Ensure the practice meets Care Quality Commission (CQC) requirements and maintains appropriate governance arrangements.
• Develop, review and maintain practice protocols, procedures and policies.
• Ensure appropriate arrangements are in place for the security and maintenance of the practice premises.
• Oversee fire prevention, security and other premises-related arrangements.
• Manage procurement of equipment, supplies and services within agreed budgets.
• Develop and review Health and Safety policies and ensure compliance with relevant legislation.
• Ensure appropriate insurance arrangements are maintained.
• Develop and maintain effective business continuity arrangements.
• Ensure practice equipment is appropriately maintained and serviced.
• Support re-procurement and tendering processes, including those relating to the APMS contract and Rough Sleeping Initiative-funded services.
• Liaise with external professional colleagues, commissioners and partner organisations and represent the practice at relevant meetings, including PCN and Westminster City Council Rough Sleeping Team meetings.

Information Management and Technology

• Support the development of an effective digital service that is accessible, efficient, confidential and trustworthy.
• Ensure practice IT systems remain appropriately maintained, relevant and up to date.
• Support and motivate staff to use IT systems effectively and provide training where required.
• Establish and monitor appropriate standards for data entry and data collection.
• Ensure effective arrangements are in place for IT security, data protection, backups, maintenance and disaster recovery.
• Liaise with relevant teams regarding IT procurement, funding and national developments.
• Ensure the practice website and other digital communication platforms are kept accurate and up to date.

Team Leadership and Communication

• Provide effective leadership, advice and support to the practice team and HHCIC Directors.
• Promote collaborative and effective team working across clinical and administrative staff.
• Ensure effective internal and external communication.
• Facilitate Directors' and practice meetings and maintain an up-to-date action plan.
• Ensure practice communications, including the website and other communication platforms, are accurate and accessible.
• Support the management and development of the Patient Participation Group (PPG).
• Contribute to service development and continuous improvement across the practice.
• Provide regular reports to the Directors ahead of quarterly meetings, including financial reports, performance information and forecasts.

Patient-Facing Responsibilities

• Maintain a visible and approachable management presence within the practice.
• Support the practice team in responding appropriately to patient concerns and complaints.
• Provide direct patient contact where required to resolve complaints or issues escalated to management level.
• Where necessary, support the implementation of the practice Acceptable Behaviour Policy, including issuing formal warnings regarding patient behaviour.
• Ensure patient feedback and concerns are appropriately considered and contribute to service improvement.

Working with Partners

The Practice Manager will work closely with the HHCIC Directors, clinical and administrative teams and a wide range of external organisations and professionals.

This includes working with partner organisations and services involved in supporting people experiencing homelessness, as well as PCNs, Westminster City Council, commissioners and other health and social care organisations.

The postholder will be expected to build and maintain positive working relationships and represent Great Chapel Street Medical Centre professionally at relevant meetings and forums.

About Great Chapel Street Medical Centre

Great Chapel Street Medical Centre is a specialist GP surgery providing primary care exclusively to adults experiencing homelessness in Westminster. The practice has been providing specialist homeless healthcare since the late 1970s.

The service provides trauma-informed and holistic care, recognising the complex health and social needs of people experiencing homelessness. The practice works closely with a wide range of health, social care and community partners to provide coordinated care and reduce barriers to accessing healthcare.

The Practice Manager will play an important role in maintaining and developing this specialist service, supporting the team to provide high-quality, safe and responsive care while ensuring the effective and sustainable management of the practice.

Person Specification

Qualifications

• Relevant management experience and/or relevant management or healthcare qualification
• Evidence of ongoing learning and development relevant to management or leadership

• Relevant training or qualification in HR, finance, governance, CQC, Health & Safety or information governance

Experience

• Experience of managing a healthcare service, GP practice or similar service.
• Experience of managing and supporting staff, including recruitment, induction, performance and development
• Experience of managing budgets and financial information
• Experience of developing and implementing policies and procedures
• Experience of working with external organisations, commissioners or professional partners
• Experience of dealing with complaints, concerns or challenging situations

• Experience of working in general practice or primary care
• Experience of working with people experiencing homelessness or in inclusion health
• Experience of CQC requirements and inspection preparation
• Experience of NHS contracts, PCNs, APMS or commissioned services
• Experience of procurement, tendering or contract management

Knowledge and Skills

• Strong organisational skills and the ability to manage competing priorities
• Good communication and interpersonal skills
• A confident, approachable and supportive leadership style
• Ability to work independently, use initiative and make sound decisions
• Ability to build positive relationships with staff, patients and partner organisations
• Good IT and digital skills
• Ability to handle confidential and sensitive information appropriately
• Commitment to providing safe, high-quality and accessible healthcare
• Commitment to equality, inclusion and reducing barriers to healthcare
• Willingness to be a visible, hands-on member of the team and work mainly on-site

• Understanding of the health and social needs of people experiencing homelessness
• Knowledge of the NHS and primary care environment
• Experience of supporting service improvement or organisational change

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.

Employer details

Employer name

Homeless Health CIC

Address

Great Chapel Street Medical Centre

4th floor, Soho Centre for Health

1 Frith Street

London

W1D 3HZ

United Kingdom

Employer's website

https://greatchapelst.org.uk/