Operations Manager; Patient Services

Claremont and Holyport Surgeries are looking for an experienced, motivated and forward-thinking Operations Manager to join our management team.

This is an exciting senior management opportunity for someone who is passionate about delivering high-quality patient services, developing teams and driving positive change.

The successful candidate will have operational responsibility for our patient-facing services, including access and appointments, patient communications, enquiries, complaints, administrative pathways and the overall patient experience.

Working closely with the Practice Business Manager, Practice Partners, clinical leads and the wider practice team, you will play a key role in ensuring our services are safe, accessible, responsive, efficient and patient-centred.

You will have a high degree of autonomy within your roleand will be expected to identify opportunities for improvement, lead change and ensure that improvements are effectively embedded across the practice.

You will be responsible for:

• Providing leadership and operational oversight of Patient Services and the Prescriptions Team.
• Supporting and developing staff through effective leadership, supervision, appraisal and training.
• Overseeing the patient journey and identifying opportunities to improve access and patient experience.
• Monitoring patient feedback, complaints, Friends & Family Test results and other patient engagement activity.
• Working with clinical and administrative teams to improve appointment capacity, access and service delivery.
• Leading and supporting service improvement projects using data, feedback and staff insight.
• Ensuring appropriate policies, procedures and processes are developed, implemented and reviewed.
• Supporting practice governance, CQC compliance, risk management, safeguarding and information governance.
• Supporting the delivery of QOF, Enhanced Services and other practice requirements.
• Providing operational information and reports to the management team.
• Deputising for other members of the management team when required.

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.

The following are the core responsibilities of the Operations Manager (Patient Services) 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:

Patient Services and Patient Experience

• Have operational responsibility for the delivery of patient-facing and patient-related administrative services.
• Ensure patients receive a professional, responsive, inclusive and patient-centred service.
• Oversee the patient journey through the practice and identify opportunities to improve access, communication and experience.
• Develop and implement effective systems for managing patient enquiries, requests and administrative processes.
• Monitor patient feedback and identify trends, concerns and opportunities for service improvement.
• Work with clinical and administrative leads to resolve recurring patient-service issues.
• Promote a culture in which patient experience and service quality are central to operational decision-making.
• Promote and support appropriate use of online and digital patient services.

Access and Appointment Management

• Work with clinical and administrative teams to ensure appointment capacity is effectively utilised.
• Monitor appointment demand, capacity and availability and identify areas requiring improvement.
• Oversee the management of Did Not Attend (DNA) appointments and associated data.
• Identify trends in DNAs and implement appropriate administrative responses.

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…