Operations Manager (Quality & Governance)NHS

Job summary

Claremont and Holyport Surgeries are seeking an experienced, proactive and highly organised Operations Manager to join our Practice Management team for 25 hours per week.

This is a senior operational role with responsibility for quality and governance, CQC compliance, premises and estates, health and safety, risk management, operational resilience and continuous improvement.

Working closely with the GP Partners, Practice Business Manager, clinical leads and wider practice team, you will ensure that effective systems are in place to support a safe, compliant, well-governed and efficient practice.

The successful candidate will have a high degree of autonomy, excellent organisational skills and the ability to manage a varied portfolio while maintaining a clear focus on patient safety, quality and service improvement.

Main duties of the job

The post-holder will:

• Coordinate the practice quality and governance framework, including governance meetings, audits, action plans and reporting.
• Maintain effective systems for CQC and regulatory compliance, including evidence, policies and procedures.
• Oversee premises, estates and facilities, including maintenance, contractors, suppliers and service contracts.
• Coordinate health and safety, fire safety, risk assessments and emergency preparedness.
• Maintain the practice policy and procedure review programme, ensuring documents remain current and compliant.
• Coordinate quality improvement, clinical audit and QOF-related activity, using data and clinical system searches to monitor performance.
• Provide leadership and management to designated administrative staff, including supervision, appraisal, training and development.
• Coordinate the operational aspects of patient complaints, concerns and feedback, identifying themes and supporting service improvements.
• Oversee the practice website, social media and patient communications, ensuring information is accurate and up to date.
• Support the management team with business continuity, operational resilience and practice development.
• Deputise for other members of the management team and represent the practice externally where required.

Job description

The following are the core responsibilities of the Operations Manager (Quality & Governance) in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

Quality and Governance

• Coordinate the practice's quality and governance framework.
• Support the Practice Business Manager and clinical leads in maintaining effective clinical and operational governance.
• Coordinate governance meetings, action plans and follow-up actions as required, maintaining appropriate records of governance activity and actions.
• Support the identification and implementation of quality improvement initiatives.
• Coordinate relevant practice audits and monitor outcomes.
• Provide appropriate quality and governance reports.

CQC and Regulatory Compliance

• Implement and maintain effective systems to ensure compliance with CQC regulations and standards.
• Ensure appropriate evidence is maintained to demonstrate compliance with CQC requirements.
• Coordinate the review of policies and procedures to ensure they reflect current legislation and regulatory standards.
• Identify areas of regulatory risk and coordinate appropriate remedial action.

Premises, Buildings and Estates

• Have operational responsibility for the practice premises, buildings and estate.
• Ensure the practice environment is safe, secure, clean, well maintained and fit for purpose.
• Coordinate planned and reactive maintenance.
• Manage relationships with premises-related contractors and service providers.
• Manage or oversee contracts including cleaning, gardening, waste management, window cleaning and other facilities services.
• Monitor contractor performance and address service issues.
• Maintain appropriate premises, maintenance and compliance records.
• Identify premises-related risks and coordinate appropriate action.

Health and Safety

• Coordinate the practice's health and safety arrangements.
• Ensure appropriate health and safety policies, procedures and risk assessments are maintained.
• Monitor compliance with health and safety requirements.
• Provide guidance to staff regarding health and safety responsibilities.
• Ensure appropriate arrangements are in place for workplace safety and emergency procedures.

Fire Safety and Emergency Preparedness

• Coordinate the practice's fire safety arrangements.
• Ensure fire risk assessments are maintained and recommendations acted upon.
• Maintain appropriate evacuation procedures and emergency documentation.
• Coordinate fire drills and monitor outcomes.
• Ensure staff are aware of emergency procedures.
• Coordinate actions arising from fire safety inspections.

Policies, Procedures and Clinical Templates

• Maintain an effective system for reviewing and updating practice policies and procedures.
• Ensure policies reflect current legislation, regulatory requirements and recognised good practice.
• Coordinate policy reviews with appropriate clinical and operational leads.
• Maintain a central schedule of policies, review dates and approval status.
• Ensure staff are informed of relevant policy changes.
• Monitor implementation of key policies and procedures.

Contracts, Suppliers and Services

• Manage or coordinate practice contracts relating to premises, estates, facilities and operational services.
• Maintain a schedule of key contracts and renewal dates.
• Monitor contractor and supplier performance.
• Ensure appropriate checks and documentation are completed for contractors.
• Identify contractual or service issues and escalate significant concerns.
• Support procurement and contract review activity.
• Ensure quality, compliance and value are considered when reviewing services.

Quality Improvement, Audit and QOF

• Coordinate practice-wide audit and quality improvement activity.
• Support clinical and administrative teams in identifying opportunities for improvement.
• Maintain records of audits, findings, recommendations and completed actions.
• Monitor implementation and effectiveness of improvement plans.
• Contribute to the practice development plan.
• Provide appropriate reports and assurance information to the management team.
• Use clinical system searches, audits and data to support performance monitoring and quality improvement.

Staff Leadership and Management

• Provide leadership and direction to staff within the Secretarial Team and support the Administration Team Lead with the Administration Team.
• Line manage designated staff and undertake recruitment, induction, supervision, appraisal and development responsibilities as required.
• Ensure staff are appropriately trained and maintain mandatory training requirements.
• Identify and deliver team training where required.
• Develop and support staff development plans.
• Promote a positive, inclusive and patient-focused working environment.
• Address performance, attendance, conduct and development issues in accordance with practice policies.
• Maintain an appropriate overview of staff welfare.
• Support the Senior Receptionist with team rota planning and cover plans.

Patient Complaints, Concerns, Compliments and Feedback

• Coordinate the operational aspects of the practice complaints process in conjunction with the Management team.
• Provide appropriate initial guidance to patients wishing to raise concerns or make a complaint.
• Ensure all relevant staff understand and follow the complaints procedure.
• Monitor complaints, concerns and patient feedback to identify recurring themes collating data for an annual review for presentation to staff.
• Support the management team in implementing improvements arising from complaints and feedback.
• Ensure complaints and concerns are appropriately recorded, monitored and escalated.

Practice Communications, Marketing and Online Presence

• Act as the focal point for the practice website and social media channels, ensuring information remains accurate and current.
• Promote effective communication of practice information to patients and staff.
• Encourage appropriate use of patient online services.
• Support appropriate marketing of the practice to maintain a stable and sustainable patient population.

About us

Claremont and Holyport Surgery is a large training Practice operating over two sites in Maidenhead and Holyport, looking after a population of 18,800 patients. We are committed to providing high-quality, safe and patient-centred primary care to our local community.

We value teamwork, professionalism and continuous improvement and recognise the important contribution that effective operational management makes to supporting our clinical teams and delivering excellent patient care.

This is an opportunity to take a key role within the practice, working closely with GP Partners, clinical leads and the wider management team to develop effective systems and drive improvements across the organisation.