Job summary We are looking for an enthusiastic and highly motivated individual to lead the day-to-day management of our friendly, high achieving practice in central Harrogate working with us delivering the best care possible to our patients. We care for individuals across a wide range of settings including specialist homes for people with learning disabilities and long-term mental health conditions, nursing and residential homes. We are local leaders in the care of homeless people, providing a healthcare service to Springboard, a local day centre for homeless people. As Practice Manager you will provide solid leadership and have a sound knowledge of business management, workforce planning and HR including staff development and appraisal.You will have worked in a healthcare setting and have demonstrable management and leadership skills with the ability to manage change.Excellent communication skills with the ability to be both assertive and empathetic are essential. You will work closely with the Managing Partner and the Senior Team to develop local services in line with the requirements of the GP Contract and Local Enhanced Service Framework. If you are keen to join our fantastic team please contact Clare Hedges, Managing Partner for a chat or informal visit. Tel: 01423 857532 or e-mail:clare.hedgesnhs.net. See our website for more information on our primary health care team and services:www.thespasurgery.co.uk Main duties of the job Manage all aspects of the day to day running of the Practice, working closely with other managers, supervisors and GPs, ensuring that the practice runs efficiently and effectively for all. Work closely with all teams ensuring a high level of performance in both quality and service delivery indicators. Ensure the practice achieves its long-term strategic objectives in a safe and effective working environment. Encourage and maintain collaborative working with all practice teams and colleagues from external organisations including the iCS, iCB, secondary care, GPIT provider, GP Federation and other GP Practices. Oversee the service leads ensuring management of staff appraisals, development, efficiency and overall performance. Deputise for the Managing Partner as required. About us The Team at The Spa Surgery are a friendly, high achieving team in central Harrogate, a spa town on the edge of the Yorkshire Dales. The Care Navigator Team work alongside our clinical teams which include GPs, ACP, Nurses, Nursing Associates, HCAs, Pharmacists, Pharmacy Technicians, First Contact Physiotherapists and Social Prescribers. The practice is an integral part of our community with an active patient participation group and we strive to provide a high-class patient experience. We work collaboratively with practices in our locality and are closely engaged with our Primary Care Network, Mowbray Square PCN which share the same modern, well equipped, purpose-built premises. The practice has a reputation for being forward thinking with a strong focus on quality of care, evidenced by our CQC rating of 'good' in all areas 2016 and again on review in 2018. We are an award-winning teaching practice, hosting learning placements for undergraduate medical students, junior doctors, and student nurses. Benefits include NHS Pension, Employee Assistance Program, BUPA Health Cash Plan and access to childcare voucher and cycle to work schemes Date posted 26 January 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A1412-25-0000 Job locations Mowbray Square Medical Centre Harrogate HG1 5AR Job description Job responsibilities Operational Matters Ensure Practice service delivery is in accordance with local and national guidelines Ensure all policies and procedures are maintained and statutory and mandatory training is completed for all staff appropriate to their role. Work with the Lead Partner for CQC and clinical and patient teams to ensure requirements are met, playing an active role in preparing for inspections Work closely with all teams, ensuring a high level of performance in both quality and service delivery indicators. Ensure an effective appointment system including on-line bookings, offering fair access to all. Ensure complaints and incidents are handled within timescales investigating and responding as appropriate and ensuring all patient complaints are investigated to CQC & NHS required standards Maintain a working knowledge of iCS, iCB and NHSE initiatives Manage any issues that arise on a day-to-day basis Oversight of staff rotas and holiday cover for all staff Oversight and co-ordination of ad-hoc services and clinics e.g. flu clinics Oversight of the administration of Medical Students and GP Registrars; planning for arrival, induction, working rotas, liaising with Lead Partner regarding programme content. Ensure sufficient management cover on site at all times. Deputise for the Managing Partner as required. Patient Services Maintain registration policies and monitor patient turnover and capitation Routinely monitor and assess practice performance against patient access and demand targets Demonstrate commitment to reducing health inequalities and safeguarding our most vulnerable patients in our community Maintain the Patient Participation Group Finance Ensure opportunities for income are maximised ensuring purchasing of best value medicines and consumables. Work with the Managing Partner, directly contributing to profit improvement by exploring areas for increasing income and reducing costs. Ensure contracts for provision of services or are up to date and reflect market rate. Human Resources Manage and provide leadership support to the Performance & Patient Services Manager and Administration & Finance Manager as well as the clinical team leads; Lead Practice Nurse, Lead Pharmacist and Advanced Clinical Practitioner Oversee the maintenance of accurate personnel records at all times including up to date DBS checks and effective absence register. Manage sickness absence in line with Practice policy including monitoring and return to work interviews. Maintain tight control of overtime both time in lieu and paid, keeping to a minimum as agreed with Partners. Promptly liaise and communicate revision to contracts with the Administration Manager as appropriate for changes to job descriptions, hours, rates of pay, following agreement with the Managing Partner Be fully aware of any HR issues, liaising with external HR advisors as required, escalating any requiring further decision or action Have oversight of all staff appraisals, ensuring they are conducted on time. Conduct staff appraisals for line reports in a timely manner Oversee submission of monthly information for payroll including sickness, overtime, pay/contract changes and new starters/leavers. Ensure staff follow practice policies and procedures and deal with any arising breaches Manage bookings and checks for all locums or temporary staff Liaise with the Administration & Finance Manager to ensure all membership renewals (GMC/NMC/Medical Defence) are current and up to date Lead on planning for staff recruitment, liaising with Administration & Finance Manager for advertising, recruitment administration and onboarding. Provide oversight for induction training and ongoing review for new staff, ensuring assessment of awareness of all relevant areas and training needs. Liaise with the University of Leeds regarding Medical Student placement rotations Liaise with the Deanery and HDFT regarding GP Registrar placement rotations Information Technology Have full understanding of SystemOne, Ardens, AccuRx and other practice information systems Have a working knowledge of all software and hardware including the phone system Liaise with the Administration & Finance Manager to ensure new starters are onboarded with the correct system access and an NHS email Ensure training of all staff in the basic use of all systems Ensure up to date and accurate practice intranet, website and social media content Ensure the update of appropriate information governance systems and ensure the IG and DSP toolkit requirements are met Keep abreast of new technology and ensure existing IT is used to its full potential Building and Equipment In conjunction with the Mowbray Square Medical Centre Building Manager: Ensure the practice meets the agreed cleaning standards at all time, reporting to the Building Manager any short falls. Ensure clarity of building security arrangements and out of hours procedures Ensure timely maintenance, servicing and repair of all equipment Review and develop Health & Safety policies and procedures and keep abreast of current legislation Ensure that staff are aware of and follow health and safety procedures 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 staff 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. Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines, and ensure implementation of these across the business Acting as a Fire Officer as part of the Mowbray Square Fire Safety Team, to support the requirements of the fire safety plan and fire regulations; ensuring all staff receive an appropriate level of fire training and particularly supporting patient services staff responsibilities as fire marshals in the event of an evacuation Using personal security systems within the workplace according to practice guidelines 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 Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other managers Undertaking periodic infection control training (minimum annually) Routine management of own team / team areas, and maintenance of workspace standards 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 recognises 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 Personal/Professional development: The post-holder will participate in any training implemented by this practice including: An induction programme Training identified by the practice, relevant to this role. The appraisal process, including taking responsibility for maintaining a record of own personal and/or professional development Quality: The post-holder will strive to maintain quality within the practice, and will: Alert the Managing Partner to issues of quality and risk Implement a programme of meetings with clinical and non-clinical staff including quality, learning events, education and safeguarding. Plan and implement an effective practice training programme for all staff (clinical and non-clinical) liaising with external agencies when necessary. Work with the Lead Partner to embed the practice audit programme into the clinical and non-clinical teams Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the practice by reflecting on own and practice activities and encourage suggestions of ways to improve and enhance performance Work effectively with individuals across other agencies to meet patient need Effectively manage own time, workload and resources Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with all individuals Ensure that all members of the practice understand policies, standards and guidelines Communicate effectively with patients and carers Network and build strong working relationships both within and outside of the practice with local providers Recognise any need for alternative methods of communication and respond accordingly Represent the practice at meetings and seminars Other Undertake tasks as required to assist the smooth running of the practice. Support any additional projects or tasks required in line with Practice priorities Present a professional image and always promote the practice Job description Job responsibilities Operational Matters Ensure Practice service delivery is in accordance with local and national guidelines Ensure all policies and procedures are maintained and statutory and mandatory training is completed for all staff appropriate to their role. Work with the Lead Partner for CQC and clinical and patient teams to ensure requirements are met, playing an active role in preparing for inspections Work closely with all teams, ensuring a high level of performance in both quality and service delivery indicators. Ensure an effective appointment system including on-line bookings, offering fair access to all. Ensure complaints and incidents are handled within timescales investigating and responding as appropriate and ensuring all patient complaints are investigated to CQC & NHS required standards Maintain a working knowledge of iCS, iCB and NHSE initiatives Manage any issues that arise on a day-to-day basis Oversight of staff rotas and holiday cover for all staff Oversight and co-ordination of ad-hoc services and clinics e.g. flu clinics Oversight of the administration of Medical Students and GP Registrars; planning for arrival, induction, working rotas, liaising with Lead Partner regarding programme content. Ensure sufficient management cover on site at all times. Deputise for the Managing Partner as required. Patient Services Maintain registration policies and monitor patient turnover and capitation Routinely monitor and assess practice performance against patient access and demand targets Demonstrate commitment to reducing health inequalities and safeguarding our most vulnerable patients in our community Maintain the Patient Participation Group Finance Ensure opportunities for income are maximised ensuring purchasing of best value medicines and consumables. Work with the Managing Partner, directly contributing to profit improvement by exploring areas for increasing income and reducing costs. Ensure contracts for provision of services or are up to date and reflect market rate. Human Resources Manage and provide leadership support to the Performance & Patient Services Manager and Administration & Finance Manager as well as the clinical team leads; Lead Practice Nurse, Lead Pharmacist and Advanced Clinical Practitioner Oversee the maintenance of accurate personnel records at all times including up to date DBS checks and effective absence register. Manage sickness absence in line with Practice policy including monitoring and return to work interviews. Maintain tight control of overtime both time in lieu and paid, keeping to a minimum as agreed with Partners. Promptly liaise and communicate revision to contracts with the Administration Manager as appropriate for changes to job descriptions, hours, rates of pay, following agreement with the Managing Partner Be fully aware of any HR issues, liaising with external HR advisors as required, escalating any requiring further decision or action Have oversight of all staff appraisals, ensuring they are conducted on time. Conduct staff appraisals for line reports in a timely manner Oversee submission of monthly information for payroll including sickness, overtime, pay/contract changes and new starters/leavers. Ensure staff follow practice policies and procedures and deal with any arising breaches Manage bookings and checks for all locums or temporary staff Liaise with the Administration & Finance Manager to ensure all membership renewals (GMC/NMC/Medical Defence) are current and up to date Lead on planning for staff recruitment, liaising with Administration & Finance Manager for advertising, recruitment administration and onboarding. Provide oversight for induction training and ongoing review for new staff, ensuring assessment of awareness of all relevant areas and training needs. Liaise with the University of Leeds regarding Medical Student placement rotations Liaise with the Deanery and HDFT regarding GP Registrar placement rotations Information Technology Have full understanding of SystemOne, Ardens, AccuRx and other practice information systems Have a working knowledge of all software and hardware including the phone system Liaise with the Administration & Finance Manager to ensure new starters are onboarded with the correct system access and an NHS email Ensure training of all staff in the basic use of all systems Ensure up to date and accurate practice intranet, website and social media content Ensure the update of appropriate information governance systems and ensure the IG and DSP toolkit requirements are met Keep abreast of new technology and ensure existing IT is used to its full potential Building and Equipment In conjunction with the Mowbray Square Medical Centre Building Manager: Ensure the practice meets the agreed cleaning standards at all time, reporting to the Building Manager any short falls. Ensure clarity of building security arrangements and out of hours procedures Ensure timely maintenance, servicing and repair of all equipment Review and develop Health & Safety policies and procedures and keep abreast of current legislation Ensure that staff are aware of and follow health and safety procedures 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 staff 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. Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines, and ensure implementation of these across the business Acting as a Fire Officer as part of the Mowbray Square Fire Safety Team, to support the requirements of the fire safety plan and fire regulations; ensuring all staff receive an appropriate level of fire training and particularly supporting patient services staff responsibilities as fire marshals in the event of an evacuation Using personal security systems within the workplace according to practice guidelines 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 Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other managers Undertaking periodic infection control training (minimum annually) Routine management of own team / team areas, and maintenance of workspace standards 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 recognises 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 Personal/Professional development: The post-holder will participate in any training implemented by this practice including: An induction programme Training identified by the practice, relevant to this role. The appraisal process, including taking responsibility for maintaining a record of own personal and/or professional development Quality: The post-holder will strive to maintain quality within the practice, and will: Alert the Managing Partner to issues of quality and risk Implement a programme of meetings with clinical and non-clinical staff including quality, learning events, education and safeguarding. Plan and implement an effective practice training programme for all staff (clinical and non-clinical) liaising with external agencies when necessary. Work with the Lead Partner to embed the practice audit programme into the clinical and non-clinical teams Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the practice by reflecting on own and practice activities and encourage suggestions of ways to improve and enhance performance Work effectively with individuals across other agencies to meet patient need Effectively manage own time, workload and resources Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with all individuals Ensure that all members of the practice understand policies, standards and guidelines Communicate effectively with patients and carers Network and build strong working relationships both within and outside of the practice with local providers Recognise any need for alternative methods of communication and respond accordingly Represent the practice at meetings and seminars Other Undertake tasks as required to assist the smooth running of the practice. Support any additional projects or tasks required in line with Practice priorities Present a professional image and always promote the practice Person Specification Qualifications Essential Good standard of education with excellent literacy and numeracy skills A levels / diploma / NVQ level 4 or equivalent Desirable Relevant management or finance qualification Experience Essential Dealing with the general public Managing and motivating people Financial management including understanding of spread sheets Working in a healthcare setting Workforce planning Conflict management Performance management, appraisal, staff development and disciplinary procedures Experience of managing change in an organisation Employment law & contracts, health and safety Use of SystmOne or other clinical system Production of agendas and minutes for meetings Skills Essential Excellent communication (oral and written) and interpersonal skills Ability to motivate, lead, train and support staff Able to work well as part of a team Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment Ability to manage change Ability to network and build strong working relationships both within and outside of the practice Competent user of Microsoft Office software Solution and improvement focussed approach Ability to develop, implement and embed policy and procedure Ability to deal with distressing or emotional events Other Requirements Essential Flexibility to work outside of core office hours Successful Disclosure Barring Service (DBS) check To maintain confidentiality at all times Ability and willingness to travel to meetings & courses Desirable Full UK driving licence Personal Qualities Essential Approachable Tactful and diplomatic Flexible and adaptable Excellent communicator Trustworthy and reliable Empathetic Confident, assertive and resilient Ability to drive and deliver change effectively Person Specification Qualifications Essential Good standard of education with excellent literacy and numeracy skills A levels / diploma / NVQ level 4 or equivalent Desirable Relevant management or finance qualification Experience Essential Dealing with the general public Managing and motivating people Financial management including understanding of spread sheets Working in a healthcare setting Workforce planning Conflict management Performance management, appraisal, staff development and disciplinary procedures Experience of managing change in an organisation Employment law & contracts, health and safety Use of SystmOne or other clinical system Production of agendas and minutes for meetings Skills Essential Excellent communication (oral and written) and interpersonal skills Ability to motivate, lead, train and support staff Able to work well as part of a team Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment Ability to manage change Ability to network and build strong working relationships both within and outside of the practice Competent user of Microsoft Office software Solution and improvement focussed approach Ability to develop, implement and embed policy and procedure Ability to deal with distressing or emotional events Other Requirements Essential Flexibility to work outside of core office hours Successful Disclosure Barring Service (DBS) check To maintain confidentiality at all times Ability and willingness to travel to meetings & courses Desirable Full UK driving licence Personal Qualities Essential Approachable Tactful and diplomatic Flexible and adaptable Excellent communicator Trustworthy and reliable Empathetic Confident, assertive and resilient Ability to drive and deliver 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. Employer details Employer name The Spa Surgery Address Mowbray Square Medical Centre Harrogate HG1 5AR Employer's website https://www.thespasurgery.co.uk/ (Opens in a new tab)