Gratton Close, Sutton Scotney, Winchester, SO21 3LE

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Telephone: 01962 760394


Deputy Practice Manager

 Hours: 25-30 hours a week

Gratton Surgery is a small dispensing rural surgery in the heart of Hampshire. We are a happy and cohesive practice consisting of 29 staff and 5 partners. We are an established practice providing a wide range of high quality services. We were rated as Good by CQC, a high QOF achiever and have active involvement within our local Clinical Commissioning Group and Primary Care Network.

We are looking for an energetic and enthusiastic Deputy Practice Manager. This is a role established to support the Practice Manager in carrying out day-to-day activities and to provide an element of cover or source of advice in the event of their absence.   The post-holder will work closely with, and under the direction of, the Practice Manager to improve standards and implement change across a wide range of clinical and administrative activity. The post holder will lead on HR and Healthy and Safety general oversight of day to day activities.

The successful candidate will need to be self-motivated, be able to act autonomously and have a sense of humour.

Closing Date:  Tuesday 21st July 2020






JOB TITLE:                         DEPUTY PRACTICE MANAGER




HOURS:                               28 hours per week






Job Summary:


To be responsible for the production of performance and quality standards within the practice. To manage data quality issues, providing advice and guidance to all practice staff in the use of the clinical system. To oversee the claims process for work undertaken as part of enhanced national or local services.


To act as practice administrator for the clinical system and as practice co-ordinator for IT hardware issues, working closely with the CCG and Shared Services.


To facilitate the surgery delivering the highest standard of customer care to our patients.


To aid communication between the GPs, Practice Manager and other members of the primary health care team


To ensure administrative and clerical duties within the Practice are carried out within the Practice’s guidelines and policies.


To be responsible for the day to day supervision and management of all reception staff, manage the reception areas and associated functions in accordance with agreed procedures, protocols and time scales, reporting to the Practice Manager as necessary.


To identify training needs so reception team and members and ensure it is carried out and evaluated.


Deputising for Practice Manager as required



Job responsibilities:


Production of performance and Quality Information


  • To be aware of national, local and practice quality standards for chronic disease management.
  • To provide support to clinical sub groups in correctly identifying and targeting patients for assessment and treatment.
  • To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process.
  • To provide advice and support for clinical sub groups and to produce regular reports on the progress of achievement of targets.
  • To assist in the production of information for clinical audit as requested by the clinical sub groups.
  • Data quality.
  • To work with the CCG to validate patient information, performing regular checks and quality audits.
  • To be responsible for mapping patient information flows.
  • To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.
  • Deputise for the Practice Manager in her/his absence.


Human Resources:


  • To be responsible for the recruitment of all Reception and Admin staff.
  • Organizing and placing advertisements for recruitment.
  • Distribution and collation of application forms
  • Organise and arrange interviews
  • Be involved in the interviewing of admin staff along with the Practice Manager and Reception Lead.
  • Generate reply letters to all applicants.
  • Ensure staff are checked:  DBS, GMC/NMC registrations
  • Take references for successful candidate
  • Set up on clinical system, arrange for smart card.
  • Arrange new staff induction plan
  • To be responsible for undertaking annual performance appraisals for the Reception and Admin teams and follow up matters arising from the appraisals.
  • To perform 3 ro 6 month reviews for new employees.




  • Organise flowers, gifts for staff leaving  on request from partnership.
  • To ensure the practice is compliant with any HR requirements in respect of the health and wellbeing of staff.
  • Arrange refreshments for meetings as requested.




  • Provide induction training, ongoing training, assessment and development review to agreed standards for all new staff.
  • Set up a regular training programme in conjunction with the Reception lead for the reception team to ensure high quality reception team functioning e.g. in customer care skills, implementation of new policies.
  • Allocate day to day tasks to team members equitably and efficiently
  • Ensure all tasks carried out in timely and efficient fashion.
  • Manage leave requests and leave rota for both practice clinical and non clinical staff.
  • Liaise with PM re staffing levels and forward planning.
  • Keep PM aware of workload and work stream progress.
  • Ensure team members are aware of policies and procedures and are adhered to.
  • Responsible for timetable and room diary
  • Arrange any locum cover needed for Doctors, nurses, dispensers or administration/Reception team.
  • Liaise with cleaners to ensure high standard of cleaning for the premises.
  • Liaise with other members of the wider Primary Health Care Team, CCG, Harness Locality and outside bodies.
  • Premises:
    • Arrange for contractors to carry out any urgent repairs needed to the building
    • Ensure regular maintenance and checks are carried out to:
      • Fire Alarms
      • Security alarms
      • Calibration of equipment
      • PAT and fixed wire testing
      • Utilities
  • Ensure all insurances are reviewed regularly through liaison with the Finance Officer.
  • Registrars, Medical Students and nurse students:
    • Liaise with students before arrival
    • Put in place an induction plan
    • Manage leave requests
    • Ensure tutorials accounted for in timetables
  • Take partnership minutes.



IM & T :

  • To be the first point of contact for straightforward IT issues.
  • Have a full understanding of the appointment system.
  • Have a working knowledge of all hardware and software in regular use at the surgery.
  • Practice administrator for clinical system.
  • To oversee the administration of the clinical system, ensuring staff complete housekeeping eg no test results are left unfiled.
  • To oversee the security and validation processes for the clinical system together with the practice manager.
  • To provide advice and guidance to the practice in the change to workflow optimise, in accordance with agreed protocols.
  • To provide basic clinical systems training for new practice staff.
  • To provide support advice and training for current and new practice staff in the use of the clinical system.
  • Practice coordinator for IT hardware.
  • To maintain an equipment log to ensure that CCG and practice owned equipment is readily identifiable.
  • To provide support and training for current and new staff in resolving simple problems with PCs and printers.
  • To liaise with the CCG IT support department to resolve other hardware and software issues.
  • Understand QOF, searches and returns as a backup to the administrators responsible for this.  Ensuring cover for holidays and sickness.




  • Meet with staff regularly, at least monthly
  • Participate in HODS meetings
  • Act as central source of information
  • Ensure communication systems run smoothly and everyone kept fully aware of changes to procedures
  • Take minutes at meetings
  • Have full knowledge of all systems in place within reception
  • Oversee data extraction/searches ie audit of DNAs/Appts when necessary
  • Meet with PM weekly
  • Liaise with other team members and external individuals and organisations as appropriate


Patient Services:


  • Ensure delivery of highest standard of customer care for patients
  • Handle any patient reception difficulties
  • Help form Patient Participation Group
  • Be aware of appointment availability and highlight any difficulties
  • Ensure public areas are clean, tidy and pleasant
  • Ensure all patient information is up to date, neat and tidy
  • Help ensure surgery clinical and administrative targets are met to provide high quality care to patients and preserve income streams




  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.   They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. This right is underpinned in law and other regulations and policies which the post holder must become familiar with
  • In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers.  They may also have access to information relating to the Practice as a business organisation.  All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data


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 and Safety manual and the practice Infection Control Policy and published procedures. This will include (but will not be limited to):



  • Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit, hazard identification, questioning, reporting and risk management.
  • Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business.
  • 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 and 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, free from hazards and initiation of remedial  or corrective action where needed.
  • Actively identifying, reporting and correcting health and safety hazards and infection hazards immediately when recognised.
  • Keeping own work areas and general/patient areas generally clean, identifying issues, hazards and 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 sector managers.
  • Undertaking periodic infection control training (minimum annually).
  • Routine management of own team/team areas and maintenance of work space 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 people’s 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.
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.


Personal/Professional Development:


The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:


  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work




The post-holder will strive to maintain quality within the Practice, and will:


  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
  • Work effectively with individuals in other agencies to meet patients needs
  • Effectively manage own time, workload and resources


Communication and working relationships:


The post-holder should recognize the importance of effective communication within the team and will strive to:


  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Communicate and liaise effectively with all outside bodies
  • Recognise peoples’ needs for alternative methods of communication and respond accordingly
  • To work as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary.


Contribution to the Implementation of Services:


The post-holder will:


  • Apply Practice policies, standards and guidance.
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work.
  • Participate in audit where appropriate.




This job description is full but not exhaustive and you may be asked to carry out additional duties from time to time.



Opening Times

  • Monday
    08:00 until 18:30
    Dispensary 0900-1200 & 1500 - 1715
  • Tuesday
    08:00 until 18:30
    Dispensary 0900-1200 & 1500 - 1715
  • Wednesday
    08:00 until 18:30
    Dispensary 0900-1200 & 1500 - 1715
  • Thursday
    08:00 until 18:30
    Dispensary 0900-1200 & 1500 - 1715
  • Friday
    08:00 until 18:30
    Dispensary 0900-1200 & 1500 - 1715
  • Saturday
  • Sunday