Operations Manager

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The Elms Practice Operations Manager

The closing date is 16 November 2026

Apply for this job

Job summary

31.5 hours per week

We are a friendly, GP Practice with 4 GP Partners, one salaried GP and three GP registrars as well as a team of Practice Nurses and Healthcare Professionals; all supported by our dedicated Receptionists and Administration Staff.

We are looking to appoint a self-motivated, enthusiastic, and highly organised individual to support our Practice Manager in the day to day running of our Practice and to deputise in her absence.

You will need to have significant previous experience working in Primary Care, ideally within a GP Practice with some experience and knowledge of financial processes for budgeting, IT systems and staff supervision / management.

You will need to have the patience and energy to deal with a fast paced and varied workload, have an eye for detail and be a real team player.

This is an excellent opportunity for someone who wants to progress their career in a role where they can develop and expand their skills over time.

Main duties of the job

The Operations Manager plays a key role in supporting the Practice Manager with the day-to-day operational running of the practice, ensuring the delivery of safe, effective, responsive, and high-quality patient services. The post-holder provides leadership and supervision to reception and administrative teams, maintains efficient practice systems, and deputises for the Practice Manager when required.

Responsibilities include overseeing operational workflows, staff management and development, patient services, complaints handling, compliance with NHS and CQC requirements, information governance, quality improvement initiatives, and the effective use of clinical IT systems such as EMIS Web and Accurx. The role also supports performance monitoring, financial administration, business continuity planning, and collaborative working with external healthcare organisations.

The ideal candidate will have experience within primary care or an NHS setting, strong leadership and organisational skills, knowledge of CQC and NHS contractual requirements, and a commitment to delivering excellent patient care and continuous service improvement.

About us

The Elms Practice is a friendly, forward-thinking GP practice committed to delivering high-quality, patient-centred healthcare to our local community. Our dedicated multidisciplinary team works closely together to provide safe, effective, and compassionate care, ensuring the best possible outcomes for our patients.

We pride ourselves on maintaining a supportive and inclusive working environment where teamwork, professionalism, and continuous improvement are valued. Staff are encouraged to develop their skills, contribute ideas, and play an active role in shaping and improving our services.

At The Elms Practice, we recognise that our people are our greatest asset. We offer a positive workplace culture, opportunities for professional development, flexible working opportunities where appropriate, NHS pension scheme membership, and access to wellbeing support. We are committed to fostering a respectful, collaborative atmosphere where every team member feels valued and supported to thrive in their role.

Joining The Elms Practice means becoming part of a caring and ambitious team that is passionate about providing excellent healthcare while supporting one another to achieve success.

Details

Date posted

30 October 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A3507-26-0000

Job locations

Hayling Island Health Centre

Elm Grove

Hayling Island

Hampshire

PO11 9AP

United Kingdom

Job description

Job responsibilities

• Support the efficient daily running of the practice.
• Monitor practice workflows and identify opportunities for service improvement.
• Assist with business continuity planning and incident management.
• Ensure adequate staffing levels and operational cover are maintained.
• Support the implementation of practice policies and procedures.
• Deputise for the Practice Manager during periods of absence.

Staff Management and Leadership

• Provide day-to-day supervision and support to administrative and reception staff.
• Assist with recruitment, induction, training, and retention of staff.
• Conduct staff appraisals and support performance management processes as delegated.
• Identify training needs and coordinate appropriate learning opportunities.
• Foster a positive, inclusive, and supportive working environment.
• Support staff welfare and wellbeing initiatives.
• Patient Services

• Ensure high standards of patient care and customer service are maintained.
• Manage and respond to patient complaints, concerns, compliments, and feedback in accordance with practice policy.
• Monitor patient access systems including telephone and appointment availability.
• Support the development of systems to improve patient experience and accessibility.
• Liaise with patients and external agencies where appropriate.
• Governance, Compliance and Risk Management
• Support compliance with Care Quality Commission (CQC) regulations.

• Assist in maintaining evidence for inspections and regulatory reviews.
• Support significant event analysis, complaints management, audits, and quality improvement activities.
• Maintain risk registers and monitor actions arising from incidents.
• Promote a culture of patient safety and continuous improvement.
• Ensure policies and procedures remain current and are reviewed appropriately.

• Information Governance and Data Protection

• Ensure adherence to General Data Protection Regulation (GDPR), Data Protection Act requirements, and confidentiality policies.
• Assist with information governance compliance and mandatory training.
• Support records management and information security procedures.
• Investigate and report information governance incidents where required.
• Quality Improvement and Performance

• Support achievement of Quality and Outcomes Framework (QOF), Enhanced Services, and other contractual targets.
• Assist in monitoring practice performance against key performance indicators.
• Support audits and service development initiatives.
• Produce and analyse reports to support operational decision-making.
• Digital Systems and Information Management

• Assist with the management and optimisation of clinical IT systems including EMIS Web, Accurx, NHS Mail, and associated applications.
• Coordinate system updates, user access management, and staff training.
• Support digital transformation initiatives and implementation of new technologies.
• Ensure accurate data quality processes are maintained.

Financial Support

• Support the Practice Manager with financial monitoring and reporting.
• Assist with purchase orders, supplier management, and stock control.
• Monitor expenditure against delegated budgets where appropriate.
• Support claims and submissions relating to NHS contracts and enhanced services.

External Relationships

• Develop positive working relationships with NHS organisations, Primary Care Networks (PCNs), Integrated Care Boards (ICBs), community services, and external stakeholders.
• Represent the practice at meetings when delegated.
• Support collaborative working across the wider healthcare system.

General Responsibilities

The post-holder will:

• Maintain confidentiality at all times.
• Comply with Health and Safety legislation.
• Participate in mandatory training.
• Undertake any other duties appropriate to the grade of the post.
• Promote equality, diversity, and inclusion.
• Support environmental sustainability initiatives within the practice.

Job description

Job responsibilities

• Support the efficient daily running of the practice.
• Monitor practice workflows and identify opportunities for service improvement.
• Assist with business continuity planning and incident management.
• Ensure adequate staffing levels and operational cover are maintained.
• Support the implementation of practice policies and procedures.
• Deputise for the Practice Manager during periods of absence.

Staff Management and Leadership

• Provide day-to-day supervision and support to administrative and reception staff.
• Assist with recruitment, induction, training, and retention of staff.
• Conduct staff appraisals and support performance management processes as delegated.
• Identify training needs and coordinate appropriate learning opportunities.
• Foster a positive, inclusive, and supportive working environment.
• Support staff welfare and wellbeing initiatives.
• Patient Services

• Ensure high standards of patient care and customer service are maintained.
• Manage and respond to patient complaints, concerns, compliments, and feedback in accordance with practice policy.
• Monitor patient access systems including telephone and appointment availability.
• Support the development of systems to improve patient experience and accessibility.
• Liaise with patients and external agencies where appropriate.
• Governance, Compliance and Risk Management
• Support compliance with Care Quality Commission (CQC) regulations.

• Assist in maintaining evidence for inspections and regulatory reviews.
• Support significant event analysis, complaints management, audits, and quality improvement activities.
• Maintain risk registers and monitor actions arising from incidents.
• Promote a culture of patient safety and continuous improvement.
• Ensure policies and procedures remain current and are reviewed appropriately.

• Information Governance and Data Protection

• Ensure adherence to General Data Protection Regulation (GDPR), Data Protection Act requirements, and confidentiality policies.
• Assist with information governance compliance and mandatory training.
• Support records management and information security procedures.
• Investigate and report information governance incidents where required.
• Quality Improvement and Performance

• Support achievement of Quality and Outcomes Framework (QOF), Enhanced Services, and other contractual targets.
• Assist in monitoring practice performance against key performance indicators.
• Support audits and service development initiatives.
• Produce and analyse reports to support operational decision-making.
• Digital Systems and Information Management

• Assist with the management and optimisation of clinical IT systems including EMIS Web, Accurx, NHS Mail, and associated applications.
• Coordinate system updates, user access management, and staff training.
• Support digital transformation initiatives and implementation of new technologies.
• Ensure accurate data quality processes are maintained.

Financial Support

• Support the Practice Manager with financial monitoring and reporting.
• Assist with purchase orders, supplier management, and stock control.
• Monitor expenditure against delegated budgets where appropriate.
• Support claims and submissions relating to NHS contracts and enhanced services.

External Relationships

• Develop positive working relationships with NHS organisations, Primary Care Networks (PCNs), Integrated Care Boards (ICBs), community services, and external stakeholders.
• Represent the practice at meetings when delegated.
• Support collaborative working across the wider healthcare system.

General Responsibilities

The post-holder will:

• Maintain confidentiality at all times.
• Comply with Health and Safety legislation.
• Participate in mandatory training.
• Undertake any other duties appropriate to the grade of the post.
• Promote equality, diversity, and inclusion.
• Support environmental sustainability initiatives within the practice.

Person Specification

Qualifications

Essential

• Essential Qualifications
• Educated to A-Level standard or equivalent experience.
• Evidence of continuing professional development.
• GCSE or equivalent English and Mathematics.
• Essential Experience
• Experience working within a GP Practice, Primary Care, NHS, or healthcare environment.
• Experience supervising or managing staff.
• Experience handling patient complaints and difficult situations.
• Experience using clinical systems such as EMIS Web or SystmOne.
• Experience implementing procedures and managing operational workflows.
• Essential Knowledge
• Understanding of NHS Primary Care services.
• Understanding of confidentiality, GDPR, and Information Governance.
• Knowledge of patient access systems and appointment management.
• Awareness of health and safety responsibilities.
• Understanding of safeguarding principles.
• Essential Skills
• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Leadership and team-building skills.
• Ability to work under pressure and manage competing priorities.
• Strong IT skills including Microsoft Office applications.
• Ability to analyse information and produce reports.
• Effective problem-solving and decision-making skills.
• Personal Attributes
• Professional and approachable manner.
• Reliable and adaptable.
• Positive and proactive attitude.
• Commitment to high-quality patient care.
• Ability to maintain discretion and confidentiality.
• Ability to work independently and as part of a team.

Desirable

• Desirable Qualifications
• ILM Level 3 or 5 Leadership and Management.
• Diploma or Certificate in Primary Care Management.
• Management qualification or equivalent experience.
• Desirable Experience
• Experience supporting CQC compliance.
• Experience of NHS contractual requirements.
• Experience with HR processes and recruitment.
• Experience with QOF and Enhanced Services.

Experience

Essential

• Experience working within a GP Practice, Primary Care, NHS, or healthcare environment.
• Experience supervising or managing staff.
• Experience handling patient complaints and difficult situations.
• Experience using clinical systems such as EMIS Web.
• Experience implementing procedures and managing operational workflows.

Desirable

• Experience supporting CQC compliance.
• Experience of NHS contractual requirements.
• Experience with HR processes and recruitment.
• Experience with QOF and Enhanced Services.

Person Specification

Qualifications

Essential

• Essential Qualifications
• Educated to A-Level standard or equivalent experience.
• Evidence of continuing professional development.
• GCSE or equivalent English and Mathematics.
• Essential Experience
• Experience working within a GP Practice, Primary Care, NHS, or healthcare environment.
• Experience supervising or managing staff.
• Experience handling patient complaints and difficult situations.
• Experience using clinical systems such as EMIS Web or SystmOne.
• Experience implementing procedures and managing operational workflows.
• Essential Knowledge
• Understanding of NHS Primary Care services.
• Understanding of confidentiality, GDPR, and Information Governance.
• Knowledge of patient access systems and appointment management.
• Awareness of health and safety responsibilities.
• Understanding of safeguarding principles.
• Essential Skills
• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Leadership and team-building skills.
• Ability to work under pressure and manage competing priorities.
• Strong IT skills including Microsoft Office applications.
• Ability to analyse information and produce reports.
• Effective problem-solving and decision-making skills.
• Personal Attributes
• Professional and approachable manner.
• Reliable and adaptable.
• Positive and proactive attitude.
• Commitment to high-quality patient care.
• Ability to maintain discretion and confidentiality.
• Ability to work independently and as part of a team.

Desirable

• Desirable Qualifications
• ILM Level 3 or 5 Leadership and Management.
• Diploma or Certificate in Primary Care Management.
• Management qualification or equivalent experience.
• Desirable Experience
• Experience supporting CQC compliance.
• Experience of NHS contractual requirements.
• Experience with HR processes and recruitment.
• Experience with QOF and Enhanced Services.

Experience

Essential

• Experience working within a GP Practice, Primary Care, NHS, or healthcare environment.
• Experience supervising or managing staff.
• Experience handling patient complaints and difficult situations.
• Experience using clinical systems such as EMIS Web.
• Experience implementing procedures and managing operational workflows.

Desirable

• Experience supporting CQC compliance.
• Experience of NHS contractual requirements.
• Experience with HR processes and recruitment.
• Experience with QOF and Enhanced Services.

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 Elms Practice

Address

Hayling Island Health Centre

Elm Grove

Hayling Island

Hampshire

PO11 9AP

United Kingdom

Employer's website

https://www.elmspracticehayling.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

The Elms Practice

Address

Hayling Island Health Centre

Elm Grove

Hayling Island

Hampshire

PO11 9AP

United Kingdom

Employer's website

https://www.elmspracticehayling.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Practice Manager

Dominique Lewsey

[email protected]

02392466216

Details

Date posted

30 October 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A3507-26-0000

Job locations

Hayling Island Health Centre

Elm Grove

Hayling Island

Hampshire

PO11 9AP

United Kingdom

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The Elms Practice's privacy notice (opens in a new tab)

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