Operation and Facilities Officer

Job summaryEverest House Surgery is looking for an enthusiastic and patient-focused Operations Manager to join our friendly, supportive and forward-thinking team.The Operations Manager will play a key leadership role in the day-to-day operational management of Everest House Surgery, supporting the delivery of safe, high-quality and patient-centred primary care services.They will provide operational leadership across workforce management, patient services, performance, governance and continuous improvement, helping the practice respond to the changing demands of general practice.The Operations Manager will line manage the non-clinical team, supporting recruitment, development, wellbeing and performance, while fostering a positive and high-performing culture. They will support service improvement, monitor operational performance and contribute to regulatory compliance and excellent standards of patient service.Main duties of the jobThe Operations Manager will play a key role in the day-to-day running of Everest House Surgery, ensuring services operate safely, efficiently and effectively while supporting the Practice Manager and GP Partners in delivering the practices priorities.The role provides leadership and line management to the non-clinical team, with responsibility for workforce planning, recruitment, staff development, performance and ensuring the practice has the right resources in place to meet patient needs.Working closely with clinical and administrative colleagues, the Operations Manager will oversee patient access, operational performance and service delivery, using data and feedback to identify opportunities for improvement. They will lead operational projects and help develop more efficient ways of working that enhance both patient and staff experience.The role will also support CQC compliance, governance, complaints, patient engagement, premises, health and safety, digital systems and information governance.About usEverest House Surgery is a progressive, patient-centred GP practice committed to delivering high-quality, compassionate healthcare to our local community. With a registered list of approximately 14,000 patients, we provide a comprehensive range of primary care services, including acute and routine medical care, long-term condition management, preventative healthcare and health promotion, with a strong focus on delivering personalised care for every patient.We are proud to foster a supportive and inclusive working environment where innovation, continuous improvement and professional development are actively encouraged. We use EMIS Web as our clinical system and continue to embrace new ways of working that enhance both patient care and the working lives of our staff.Depending on experience Full-time Reference numberA0591-26-0014Job locationsEverest WayHemel HempsteadHertfordshireHP2 4HYUnited KingdomJob descriptionJob responsibilitiesLead the day-to-day operational management of Everest House Surgery, ensuring the safe, efficient and effective delivery of high-quality patient services.Lead on recruitment, induction, training, appraisal, performance management and staff development for the non-clinical workforce.Ensure appropriate staffing levels are maintained through effective workforce planning, rota management and absence management.Monitor operational performance against contractual, local and national requirements, supporting the achievement of GMS, Enhanced Services and Quality and Outcomes Framework (QOF) targets.Lead operational projects and service improvement initiatives that enhance efficiency, productivity and quality of care.Oversee the management of patient complaints, compliments and feedback, identifying trends and implementing learning to improve services.Support the Patient Participation Group (PPG), promoting patient engagement and ensuring patient voices help shape service development.Monitor appointment utilisation, telephone demand and patient access data, making recommendations to optimise capacity and meet patient needs.Ensure practice information, including the website, patient information and internal communications, remains accurate, accessible and up to date.Support compliance with Care Quality Commission (CQC) regulations and other statutory, contractual and governance requirements.Ensure Information Governance, Data Security and Confidentiality standards are maintained across the non-clinical workforce.Work closely with IT providers and suppliers to support the effective use of digital systems and technologies across the practice.Assist in the management of premises, facilities and health and safety arrangements, ensuring a safe and welcoming environment for patients, visitors and staff.Build effective relationships with external organisations including the Integrated Care Board (ICB), Primary Care Network (PCN), NHS England and other healthcare partners where appropriate.Job responsibilitiesLead the day-to-day operational management of Everest House Surgery, ensuring the safe, efficient and effective delivery of high-quality patient services.Lead on recruitment, induction, training, appraisal, performance management and staff development for the non-clinical workforce.Ensure appropriate staffing levels are maintained through effective workforce planning, rota management and absence management.Monitor operational performance against contractual, local and national requirements, supporting the achievement of GMS, Enhanced Services and Quality and Outcomes Framework (QOF) targets.Lead operational projects and service improvement initiatives that enhance efficiency, productivity and quality of care.Oversee the management of patient complaints, compliments and feedback, identifying trends and implementing learning to improve services.Support the Patient Participation Group (PPG), promoting patient engagement and ensuring patient voices help shape service development.Monitor appointment utilisation, telephone demand and patient access data, making recommendations to optimise capacity and meet patient needs.Ensure practice information, including the website, patient information and internal communications, remains accurate, accessible and up to date.Support compliance with Care Quality Commission (CQC) regulations and other statutory, contractual and governance requirements.Ensure Information Governance, Data Security and Confidentiality standards are maintained across the non-clinical workforce.Work closely with IT providers and suppliers to support the effective use of digital systems and technologies across the practice.Assist in the management of premises, facilities and health and safety arrangements, ensuring a safe and welcoming environment for patients, visitors and staff.Build effective relationships with external organisations including the Integrated Care Board (ICB), Primary Care Network (PCN), NHS England and other healthcare partners where appropriate.Understanding of Care Quality Commission standards.Knowledge of quality improvement methodologies.Awareness of digital transformation within primary care. Strong organisational and planning abilities.Confident using Microsoft Office and digital systems.GCSE (or equivalent) in English and Mathematics.Evidence of continued professional development.HR, project management or quality improvement qualification. Experience of staff supervision, recruitment, appraisal and performance management.Experience of dealing with patient concerns or complaints professionally and sensitively.Experience of working with confidential information and maintaining high standards of data protection.Experience of CQC compliance and quality assurance.Experience of workforce planning and rota management.Experience of using EMIS Web and / or Docman or other GP clinical systems.Experience of using Microsoft Office.Experience of NHS contractual requirements including QOF, Enhanced Services or Primary Care Networks. Understanding of Care Quality Commission standards.Knowledge of quality improvement methodologies.Awareness of digital transformation within primary care. Strong organisational and planning abilities.Confident using Microsoft Office and digital systems.GCSE (or equivalent) in English and Mathematics.Evidence of continued professional development.HR, project management or quality improvement qualification. Experience of staff supervision, recruitment, appraisal and performance management.Experience of dealing with patient concerns or complaints professionally and sensitively.Experience of working with confidential information and maintaining high standards of data protection.Experience of CQC compliance and quality assurance.Experience of workforce planning and rota management.Experience of using EMIS Web and / or Docman or other GP clinical systems.Experience of using Microsoft Office.Experience of NHS contractual requirements including QOF, Enhanced Services or Primary Care Networks. Employer detailsEmployer nameEverest House SurgeryAddressEverest WayHemel HempsteadHertfordshireHP2 4HYUnited KingdomEmployer's websiteEmployer detailsEmployer nameEverest House SurgeryAddressEverest WayHemel HempsteadHertfordshireHP2 4HYUnited KingdomEmployer's website