Practice/ Service Management and Delivery: Support the practice and service to ensure efficient, high-quality care delivery. Develop and implement strategies, policies, and procedures to enhance patient care and outcomes. Monitor service performance, identify areas for improvement, and implement necessary changes. Leadership: Provide leadership and support to the Practice Manager, clinical and administration teams, promoting best practices and evidence-based care. Foster a culture of continuous learning and development among staff. Ensure compliance with relevant clinical guidelines, standards, and regulations. Patient Care and Experience: Prioritise a patient-centred approach, improving overall patient experience. Address and resolve patient complaints and concerns promptly. Engage with patients and families to gather feedback for service improvements. Operational Efficiency: Oversee operational aspects, including resource allocation, scheduling, and workflow optimisation. Ensure that services run smoothly and efficiently to meet specifications. Support with all PCN activity and attend meetings as appropriate. Achieve and report overall performance in line with nationally agreed contracted targets. Promote service-wide understanding and implementation of risk management best practices. Line manage teams in accordance with HR policies, ensuring good practice in recruitment, appraisals, and performance management. Maintain standard operating procedures as outlined in service specifications and create new policies as the service develops. Implement innovative solutions to improve service efficiency and reduce waiting times. Support management of budgets and income streams. Maintain and disseminate knowledge within the team, ensuring adherence to KPI, QOF & Enhanced Services requirements. Support with Digital solutions, including Smartcard access/authorisation, SystmOne, telephone system, check-in screens and any other systems involved in the day-to-day running of the practice. Support with contractors, including maintenance, H&S, infection control and third party users of the premises. Collaboration and Partnerships: Build and maintain relationships with internal and external stakeholders, including healthcare providers and community organisations. Collaborate with other service leads and departments for integrated care pathways. Represent the practice and services at relevant meetings, conferences, and forums in the absence of the Practice Manager. Quality Improvement: Support with quality improvement initiatives using data and feedback to drive enhancements. Monitor clinical outcomes and key performance indicators, implementing action plans as needed. Ensure alignment with national and local health priorities and standards. Utilise structured frameworks (e.g., root-cause analysis) to manage and learn from complaints and incidents. Participate in quality assurance and safety processes across the organisation. Key Relationships: Salaried doctors, Registrars, Medical students, Practice Manager, Nurse Manager, all NPC staff, patients, Patient Participation Group members, staff from Norfolk & Waveney ICB, Commissioning Support Unit, University of East Anglia, Deanery, Norfolk & Norwich University Hospital Trust, St Martins, Pathways, CGL, Homeless charity community groups, Peoples from abroad team, Social Services, Norfolk and Norwich city council housing teams and Norfolk Constabulary.