Job description

Job responsibilities

Keeping the practice running

• Maintain oversight of day-to-day activity across the practice.
• Coordinate the operational response to staffing, workload, capacity or service pressures.
• Ensure agreed procedures are followed consistently.
• Resolve operational problems promptly, escalating significant concerns when required.
• Support the implementation of new systems, services and ways of working.
• Coordinate with clinical colleagues to ensure services are organised safely and efficiently.
• Provide operational updates and management information to the Practice Manager and GP Partners.

Leading and supporting our staff

• Provide clear, supportive and visible leadership to reception and administrative staff.
• Coordinate staffing levels, rotas, annual leave and day-to-day cover.
• Allocate work appropriately and monitor workload across non-clinical teams.
• Support recruitment, shortlisting, interviews and appointment processes.
• Coordinate induction and onboarding for new non-clinical employees.
• Hold regular team and individual meetings where appropriate.
• Support staff development, supervision and performance management.
• Monitor attendance and support the management of sickness absence.
• Identify training needs and monitor completion of mandatory training.
• Encourage open communication and effective teamwork across the practice.
• Patient access and service capacity

• Monitor patient access, appointment use, demand and available capacity.
• Work with clinical and administrative colleagues to make effective use of appointments.
• Identify recurring access difficulties and help develop workable solutions.
• Support the coordination of additional clinical capacity when required.
• Review patient pathways and administrative processes to reduce unnecessary delays.
• Monitor the effect of operational changes on patients and staff.
• Patient experience and complaints

• Promote a courteous, consistent and patient-focused approach across the practice.
• Coordinate the management of complaints, concerns, comments and compliments.
• Ensure complaints are acknowledged, investigated and responded to within appropriate timescales.
• Work with relevant staff to establish facts and prepare clear draft responses.
• Maintain accurate complaint records and monitor actions arising from investigations.

• Safeguarding

  Safeguarding is the responsibility of every member of the practice team. The Operational Manager will oversee the non-clinical systems that support effective safeguarding arrangements, working closely with the practices designated clinical safeguarding leads.

  Responsibilities will include:

  • Ensuring that staff understand how to recognise, record and escalate safeguarding concerns.
  • Making safeguarding procedures and escalation routes clear and accessible.
  • Monitoring staff safeguarding training and ensuring it remains appropriate to each persons role.
  • Including safeguarding responsibilities within staff induction.
  • Maintaining relevant safeguarding policies, procedures and administrative systems.
  • Coordinating the administrative arrangements for safeguarding meetings, audits and reviews.
  • Monitoring agreed actions and ensuring these are followed up.
  • Ensuring safeguarding correspondence and requests for information are directed promptly to the appropriate clinician.
  • Supporting secure and accurate record-keeping.
  • Liaising appropriately with health, education, social care and other safeguarding agencies.
  • Escalating urgent, unresolved or significant concerns to the appropriate safeguarding lead, Practice Manager or GP Partner.
  • Supporting learning and improvement following safeguarding incidents, audits or reviews.

  Clinical safeguarding decisions and accountability will remain with the practices designated clinical safeguarding leads.

• Governance, quality and regulatory compliance

  • Help ensure that practice policies and procedures are current, accessible and implemented consistently.
  • Maintain oversight of operational audits, action plans and supporting evidence.
  • Support the recording, review and learning arising from incidents and significant events.
  • Contribute to quality assurance and service-improvement work.
  • Monitor operational compliance and address any identified gaps.
  • Support the practice in meeting NHS contractual and regulatory requirements.
  • Maintain organised and accessible evidence to support CQC compliance.
  • Assist with preparation for CQC assessment or inspection.
  • Coordinate actions arising from audits, inspections or regulatory reviews.
  • Promote a culture in which concerns are raised, learning is shared and improvements are sustained.

  Premises, health and safety

  • Oversee the day-to-day management of the practice premises.
  • Coordinate repairs, maintenance and contractor access.
  • Maintain appropriate records for equipment servicing and statutory inspections.
  • Ensure identified health and safety checks are completed and documented.
  • Support risk assessments and monitor resulting actions.
  • Ensure operational resources, equipment and supplies are available and maintained.
  • Report and escalate premises or safety concerns appropriately.
  • Liaise with contractors, suppliers and external agencies as required.
  • Business continuity
  • Maintain and regularly review the practices business continuity arrangements.
  • Help ensure that staff understand their responsibilities during an operational disruption.
  • Coordinate the initial operational response to events affecting service delivery.
  • Support emergency planning, communication and service recovery.
  • Keep relevant contact details, procedures and contingency information current.

  Record learning following disruptions and ensure plans are updated accordingly

• Working with others

  • Work closely with the Practice Manager and GP Partners.
  • Build effective relationships across clinical and non-clinical teams.
  • Liaise with the Primary Care Network, commissioners, suppliers and other external partners.
  • Attend and contribute to relevant practice meetings.
  • Represent the operational needs of the practice clearly and professionally.
  • Support the Practice Manager and provide appropriate operational cover when required.

  This list reflects the principal responsibilities of the post. Duties may develop over time in response to the changing needs of the practice and NHS general practice.

Person Specification

Qualifications

Essential

• Educated to GCSE English and Mathematics
• Essential experience
• Previous experience of working within a GP practice.
• Operational management experience.
• Experience of leading, supervising or developing staff.
• Experience of coordinating reception, administrative or other nonclinical services.
• Experience of managing complaints or responding to formal patient concerns.
• Experience of introducing or supporting service improvements.
• Experience of managing competing demands in a busy working environment.
• Essential knowledge and skills
• A good understanding of how NHS general practice operates.
• Strong leadership and people-management skills.
• Excellent organisational and prioritisation abilities.
• Clear and confident written and verbal communication.
• An understanding of safeguarding responsibilities within general practice.
• An understanding of governance, confidentiality and regulatory compliance.
• The ability to recognise problems and develop practical solutions.
• Confidence in managing sensitive issues and difficult conversations.
• The ability to build effective working relationships with a range of colleagues.
• Competence in using GP clinical and administrative IT systems.
• The ability to work independently, use sound judgement and escalate appropriately.
• A commitment to delivering a positive experience for patients.
• Personal qualities
• Approachable and supportive.
• Calm and dependable.
• Proactive and willing to take ownership.
• Fair, discreet and professional.
• Adaptable when circumstances or priorities change.
• Comfortable being visible and accessible to colleagues.
• Committed to learning and continuous improvement.

Desirable

• Desirable
• A recognised management or leadership qualification.
• A health and safety qualification or relevant training.
• Experience of CQC preparation and compliance monitoring.
• Experience of premises or facilities management.
• Experience of business continuity and emergency planning.
• Experience of project or change management.
• Experience of demand and capacity planning.
• Experience of working with a Primary Care Network or other external healthcare partners.

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

Bugbrooke Medical Practice

Address

Levitts Road

Bugbrooke

Northampton

Northamptonshire

NN7 3QN

United Kingdom

Employer's website

https://www.bugbrookemedicalpractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

• Liaise with patients, doctors, nurses and other practice staff.
• Liaise with district and community staff.
• Maintain a high level of confidentiality at all times.
• Follow directions for all tasks as set out in the procedures, protocols and standard operating procedures.
• Carry out general housekeeping in dispensary, including floor cleaning and wiping work surfaces and cupboards.
• Prepare medications for dispensing as per prescriptions.
• Hand out dispensed medications and scripts, ensuring back of script is completed correctly.
• Advising patients about pre-payment of prescriptions, providing information regarding eligibility for exemption and how to apply for exemption certificates.
• Collect and record any fees due.
• Promptly forward all invoices and dispensary related correspondence to the practice manager according to practice policy.
• Record private scripts.
• File processed scripts.
• Produce medication labels.
• Write up legal records i.e. controlled drugs.
• Report any errors in dispensary to lead GP and Practice Manager.
• Operate efficient stock control appropriate to the needs of the practice, with the objective of ensuring continuity of supply for patients and minimising wastage through out of date stock.
• Checking expiry dates on medications and ensuring proper storage conditions are observed when stock rotating.
• Endorse prescriptions ready for submission to PPA each month. Prepare end of month paperwork for submission to PPA.
• Deal with patient returns, recording as necessary. Deal with out of date items in line with process.
• Ensure that drugs are stored in an appropriate manner in accordance with the accompanying instructions.
• Ensure that shelves and all work surfaces are regularly cleaned to maintain a high level of hygiene within the dispensary and that all dispensary equipment is kept clean and is in good working order.
• Take prompt action in response to any drug alert bulletins that may be received from time to time.
• Ensure that refrigerated items are stored at the appropriate temperature and maintain a temperature control record/logbook/record on Clarity Team Net.
• Maintain full and accurate records of all dispensing transactions, incorporating the use of computers when available and appropriate.
• Be aware of dispensary security at all times.
• Carry out medication reviews as appropriate.
• Work in a professional manner at all times.
• Work with the team and practice manager to conform to the standards in the Dispensing Services Quality Scheme.
• Be pro-active in suggesting and developing new initiates to improve the dispensary.
• Prioritise tasks and work under own initiative.
• Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving practice workload and staffing levels.

Person Specification

Qualifications

Essential

• NVQ Level 2 in Pharmacy Services (or equivalent Dispensing Assistant qualification) is essential.
• Previous experience in a primary care dispensing environment or community pharmacy.
• Strong communication skills and a professional manner.
• Ability to work accurately under pressure in a busy environment.
• A commitment to patient confidentiality and safeguarding.

Desirable

• Experience using SystmOne is highly desirable.

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

Bugbrooke Medical Practice

Address

Levitts Road

Bugbrooke

Northampton

Northamptonshire

NN7 3QN

United Kingdom

Employer's website

https://www.bugbrookemedicalpractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Key Responsibilities

• Administrative & Operational Support
• Provide comprehensive administrative support to the Administration team and wider practice team.
• Manage and maintain accurate patient records in line with GDPR, NHS, and practice policies.
• Summarising Patients note, carry out accurate clinical coding of patient records in line with practice and national standards.
• Support system administration and clinical workflow as required.
• Assist with the organisation of meetings, preparation of agendas, and minute-taking.

Data, Reporting & Compliance

• Support the collection and submission of data for QOF and other NHS reporting requirements.
• Maintain registers, recalls, and audits as directed by the Practice Manager.
• Assist in ensuring compliance with CQC standards and NHS contractual requirements.

HR & Staff Support

• Support rota administration and leave records where required.

General Duties

• Maintain confidentiality at all times in line with NHS and practice policies.
• Contribute to continuous improvement and efficiency within the practice.
• Undertake any other reasonable duties commensurate with the role.

Person Specification

Qualifications

Essential

• GCSE in Maths and English.
• Experience working in a GP practice or primary care environment.
• Use of a clinical system (SystmOne).
• Strong organisational skills with the ability to prioritise workload effectively.
• Excellent written and verbal communication skills.
• High level of accuracy and attention to detail.
• Confident IT skills.
• Ability to work independently and as part of a multidisciplinary team.

Desirable

• Knowledge of NHS systems, policies, and procedures.
• Experience supporting QOF, audits, or CQC compliance.
• Understanding of patient confidentiality and data protection requirements.

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

Bugbrooke Medical Practice

Address

Levitts Road

Bugbrooke

Northampton

Northamptonshire

NN7 3QN

United Kingdom

Employer's website

https://www.bugbrookemedicalpractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

You will play a vital role in ensuring the efficient day-to-day operations of the practice. Your responsibilities will include welcoming patients, managing appointment scheduling, handling incoming calls, and supporting the administrative team with various clerical tasks.

The ideal candidate will be organised, detail-oriented, and skilled in providing excellent customer service to patients and visitors. Your contribution will help create a welcoming atmosphere that enhances patient experience, while upholding confidentiality and adhering to healthcare regulations and practice policies.

Person Specification

Experience

Essential

• GCSE or equivalent in Maths and English.
• Exceptional verbal and written communication skills with a compassionate and professional telephone manner.
• High level of accuracy and attention to detail.
• The ability to multi-task, prioritise workloads, and work effectively within a team environment.

Desirable

• Experience working in a GP practice or healthcare setting.
• Use of a clinical system (SystmOne) or similar records management system.
• Candidates who demonstrate strong IT proficiency and experience in a GP setting will be prioritised.
• While we offer up to 30 hours per week, flexibility to cover holiday or sickness within the team is an advantage.

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

Bugbrooke Medical Practice

Address

Levitts Road

Bugbrooke

Northampton

Northamptonshire

NN7 3QN

United Kingdom

Employer's website

https://www.bugbrookemedicalpractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Key Responsibilities

• Administrative & Operational Support
• Provide comprehensive administrative support to the Administration team and wider practice team.
• Manage and maintain accurate patient records in line with GDPR, NHS, and practice policies.
• Summarising Patients note, carry out accurate clinical coding of patient records in line with practice and national standards.
• Support system administration and clinical workflow as required.
• Assist with the organisation of meetings, preparation of agendas, and minute-taking.

Data, Reporting & Compliance

• Support the collection and submission of data for QOF and other NHS reporting requirements.
• Maintain registers, recalls, and audits as directed by the Practice Manager.
• Assist in ensuring compliance with CQC standards and NHS contractual requirements.

HR & Staff Support

• Support rota administration and leave records where required.

General Duties

• Maintain confidentiality at all times in line with NHS and practice policies.
• Contribute to continuous improvement and efficiency within the practice.
• Undertake any other reasonable duties commensurate with the role.

Person Specification

Qualifications

Essential

• GCSE in Maths and English.
• Experience working in a GP practice or primary care environment.
• Use of a clinical system (SystmOne).
• Strong organisational skills with the ability to prioritise workload effectively.
• Excellent written and verbal communication skills.
• High level of accuracy and attention to detail.
• Confident IT skills.
• Ability to work independently and as part of a multidisciplinary team.

Desirable

• Knowledge of NHS systems, policies, and procedures.
• Experience supporting QOF, audits, or CQC compliance.
• Understanding of patient confidentiality and data protection requirements.

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

Bugbrooke Medical Practice

Address

Levitts Road

Bugbrooke

Northampton

Northamptonshire

NN7 3QN

United Kingdom

Employer's website

https://www.bugbrookemedicalpractice.co.uk/ (Opens in a new tab)