Job summary An exciting opportunity has arisen for an experienced and highly motivated Deputy Practice Manager who will work closely with, and under the direction of the Practice Manager to help lead the practice in continuing to develop and embrace new ways of working and ensure that opportunities maximise productivity whilst delivering excellent care to our patients. The hours for this post are 28 to 36 per week and will be discussed at interview. Main duties of the job This is a role established to support the Practice Manager in carrying out day-to-day activities and to provide an element of cover or source of advice in the event of their absence. The post holder will be expected to: Oversee HR within the practice, including recruitment, training, appraisals Have overall responsibility for overseeing CQC compliance First line of contact for patients with respect to the complaints procedure Maintaining the significant event database Identifying trends and devising solutions to reduce risks and repeated occurrences of significant events and complaints Act as the Data Protection Lead Complete required annual/monthly declarations and returns on behalf of the practice such as Information Governance, complaints and Workforce Data Implement and lead on Health & Safety within the practice About us Theatre Royal Surgery is a proactive, respected and friendly GP training practice, with a rapidly growing list size of currently around 9,100 patients. We are a teaching practice for medical students and registrars. The surgery has a well-established team consisting of: 3 GP partners, a Clinical Pharmacist partner and 2 salaried GPs who are supported by an excellent administrative and nursing team. The work environment encourages talented individuals to thrive a make a difference and we encourage and celebrate personal development. We are a close practice team and enjoy daily coffee breaks together after morning surgery and lunch together with the wider team. We provide daily fresh fruit for all our staff. We are passionate about staff morale and plan regular social events and team building. Date posted 28 January 2025 Pay scheme Other Salary £29,000 to £35,000 a year Pro Rata for part time Contract Permanent Working pattern Full-time Reference number A4075-25-0000 Job locations 27 Theatre Street Dereham NR19 2EN Job description Job responsibilities PRINCIPAL DUTIES AND RESPONSIBILITIES Oversee the patient navigation operations of the practice, ensuring staff achieve their primary responsibilities. Work closely with clinical staff to ensure the smooth running of the practice, reporting any problems encountered to the relevant person. Deputise in the absence of the Practice Manager. To provide leadership, support and training for current and new staff ensuring that data quality guidelines are understood and adhered to. Ensuring staff always adhere to policy and procedure. The post holder will be aware of the various statutory requirements and will assist in implementation as directed by the Practice Manager. To provide support to the Practice Manager in project work, and in the running of key systems and procedures such as payroll, pensions, accounts and health and safety. The post-holder will need to become familiar with all functions of the clinical system and their applications, plus national and local quality standards for primary care. Oversee HR within the practice, including recruitment, staff contracts and disciplinary and grievance procedures. Keep up to date with employment law legislation. To undertake annual appraisals with administrative staff Have overall responsibility for overseeing CQC compliance (non clinical) within the practice. Ensure CQC registration is accurate and update changes via the CQC portal as necessary. Assist with production and upkeep of practice procedures manuals and toolkit. Deal with more complex enquiries and requests from patients. To be the first line of contact for patients with respect to the complaints procedure and to take appropriate action as set out in the Practices complaints procedure, with the support of the Practice Manager where appropriate. Maintaining the complaints database. Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required. Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events and complaints. Act as the primary point of contact for NHS(E), ICB, community services, suppliers and other external stakeholders in the absence of the Practice Manager Promote quality and continuous improvement; confidentiality, collaborative working, service delivery, learning and development, and carry out other duties as directed by the practice manager. Ensure Disaster Recover Plan/Business Continuity Plan is reviewed annually and updated as the business need dictates. Act as the Data Protection Lead. Work closely with the ICB appointed Data Protection Officer ensuring the practice is compliant with Data Protection regulations. Complete required annual/monthly declarations and returns on behalf of the practice such as Information Governance, Complaints and Workforce Data. Play an active part in supporting the Patient Participation Group and participate in quarterly meetings. Health & Safety: The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and published procedures. This will include (but will not be limited to): Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Monitoring compliance with health and safety legislation, providing leadership and direction for staff. Liaising with the practice appointed external Health & Safety provider. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business Making effective use of training to update knowledge and skills, and initiate and manage the training of others Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Routine management of own team / team areas, and maintenance of work space standards Demonstrate due regard for safeguarding and promoting the welfare of children. Production of performance and quality information: To ensure that documentation (electronic and paper-based) exists to support performance standards across the full range of performance-based activity QOF, Enhanced Services etc. To undertake ad-hoc work related to the performance of the practice under the guidance of the practice manager. Equality and diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional development The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others. This role is considered to be a developmental position and the jobholder will be encouraged to develop personal and business skills. Quality The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication: The post-holder should recognize the importance of effective communication within the team and will: Communicate effectively with other team members. Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly. Contribution to the implementation of services: The post-holder will: Apply practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate. Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Other Personal tasks Become involved with key aspects of the practice managers workload and be able to respond to information requests and updates as necessary, being able to run key tasks such as payroll in the event of absence. Dealing with patients, and contacts within the NHS and other practices, both in person and on the telephone. Administration cover for absences and help with extra-ordinary workloads. Be generally involved in the administration of a small business. Job description Job responsibilities PRINCIPAL DUTIES AND RESPONSIBILITIES Oversee the patient navigation operations of the practice, ensuring staff achieve their primary responsibilities. Work closely with clinical staff to ensure the smooth running of the practice, reporting any problems encountered to the relevant person. Deputise in the absence of the Practice Manager. To provide leadership, support and training for current and new staff ensuring that data quality guidelines are understood and adhered to. Ensuring staff always adhere to policy and procedure. The post holder will be aware of the various statutory requirements and will assist in implementation as directed by the Practice Manager. To provide support to the Practice Manager in project work, and in the running of key systems and procedures such as payroll, pensions, accounts and health and safety. The post-holder will need to become familiar with all functions of the clinical system and their applications, plus national and local quality standards for primary care. Oversee HR within the practice, including recruitment, staff contracts and disciplinary and grievance procedures. Keep up to date with employment law legislation. To undertake annual appraisals with administrative staff Have overall responsibility for overseeing CQC compliance (non clinical) within the practice. Ensure CQC registration is accurate and update changes via the CQC portal as necessary. Assist with production and upkeep of practice procedures manuals and toolkit. Deal with more complex enquiries and requests from patients. To be the first line of contact for patients with respect to the complaints procedure and to take appropriate action as set out in the Practices complaints procedure, with the support of the Practice Manager where appropriate. Maintaining the complaints database. Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required. Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events and complaints. Act as the primary point of contact for NHS(E), ICB, community services, suppliers and other external stakeholders in the absence of the Practice Manager Promote quality and continuous improvement; confidentiality, collaborative working, service delivery, learning and development, and carry out other duties as directed by the practice manager. Ensure Disaster Recover Plan/Business Continuity Plan is reviewed annually and updated as the business need dictates. Act as the Data Protection Lead. Work closely with the ICB appointed Data Protection Officer ensuring the practice is compliant with Data Protection regulations. Complete required annual/monthly declarations and returns on behalf of the practice such as Information Governance, Complaints and Workforce Data. Play an active part in supporting the Patient Participation Group and participate in quarterly meetings. Health & Safety: The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and published procedures. This will include (but will not be limited to): Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Monitoring compliance with health and safety legislation, providing leadership and direction for staff. Liaising with the practice appointed external Health & Safety provider. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business Making effective use of training to update knowledge and skills, and initiate and manage the training of others Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Routine management of own team / team areas, and maintenance of work space standards Demonstrate due regard for safeguarding and promoting the welfare of children. Production of performance and quality information: To ensure that documentation (electronic and paper-based) exists to support performance standards across the full range of performance-based activity QOF, Enhanced Services etc. To undertake ad-hoc work related to the performance of the practice under the guidance of the practice manager. Equality and diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional development The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others. This role is considered to be a developmental position and the jobholder will be encouraged to develop personal and business skills. Quality The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication: The post-holder should recognize the importance of effective communication within the team and will: Communicate effectively with other team members. Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly. Contribution to the implementation of services: The post-holder will: Apply practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate. Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Other Personal tasks Become involved with key aspects of the practice managers workload and be able to respond to information requests and updates as necessary, being able to run key tasks such as payroll in the event of absence. Dealing with patients, and contacts within the NHS and other practices, both in person and on the telephone. Administration cover for absences and help with extra-ordinary workloads. Be generally involved in the administration of a small business. Person Specification Qualifications Essential Good standard of education with excellent literacy and numeracy skills. Desirable Leadership and /or Management Qualification Evidence of recent self-directed learning or development Experience Essential Experience of working with the general public Desirable Experience of leading multidisciplinary teams NHS/Primary Care General Practice experience Relevant Health & Safety experience Relevant HR experience Person Specification Qualifications Essential Good standard of education with excellent literacy and numeracy skills. Desirable Leadership and /or Management Qualification Evidence of recent self-directed learning or development Experience Essential Experience of working with the general public Desirable Experience of leading multidisciplinary teams NHS/Primary Care General Practice experience Relevant Health & Safety experience Relevant HR experience 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 Theatre Royal Surgery Address 27 Theatre Street Dereham NR19 2EN Employer's website https://www.theatresurgery.com/ (Opens in a new tab)