Manages the day-to-day administrative ad operational activities to ensure the smooth running of the practice. Their responsibilities often bridge between administrative functions, patient care and staff management.
Scope of Practice
Administrative Oversight:
- Managing patient appointment systems, ensuring effective workflows.
- Overseeing the handling of patient records, ensuring compliance with data protection and confidentiality.
- Monitoring financial operations, such as invoicing, payroll, and budget control.
- Managing IT systems and liaising with external providers for any necessary maintenance or upgrades.
HR and Staffing:
- Recruiting, training, and managing administrative and clinical staff.
- Handling staff rotas, leave, and performance reviews.
- Addressing staff queries or concerns and resolving conflicts.
Patient Services:
- Ensuring high-quality service provision to patients, including handling patient complaints and improving patient satisfaction.
- Coordinating services to meet patient needs, such as chronic disease management and health promotion.
Compliance and Regulations:
- Ensuring the practice complies with healthcare regulations, including Care Quality Commission (CQC) standards.
- Managing health and safety protocols within the practice.
- Overseeing safeguarding, infection control, and risk management.
Business Development:
- Helping implement changes to improve practice efficiency.
- Supporting the development of practice policies and future planning, including expanding services or facilities.
Liaison Role:
- Acting as the contact point between the practice, NHS Devon, suppliers, and other external organizations.
Training
Will most probably have a background in business administration or healthcare management. A diploma or degree in business management, healthcare management or practice management is common.
Management and Leadership (Level 5) – CMI (managers.org.uk)
Level 5 Leadership and Management (i-l-m.com)
Many local colleges offer foundation degree management courses or can be achieved via an apprenticeship.
Funding
For apprenticeships – Government funding is available to cover tuition and end point assessment fees associated with apprenticeship programmes. Most Primary Care organisations are non-levy paying (i.e. have a wages bill of under £3 million each year)
There are 2 ways to access funding.
- Co- investment funding – the government will cover 95% of the tuition fees and the practice/PCN would need to cover the remaining 5%.
- Levy Share – Larger levy paying organisations can share their Levy with others and this would cover the total cost of tuition fees.
Supervision Requirements
Whilst this role is generally autonomous supervision will be provided by Practice Manager or GP Partner.
Learning and Development
Progression to Practice Manager is common.
Devon Training Hub Offers
- Devon Way – Level 5 Operational/Departmental Manager Apprenticeship in Primary Care.
Non-Clinical Apprenticeships | Workforce & Careers | Devon Training Hub
