Practice Management

The steady hand that keeps every GP practice running well

Practice managers play a crucial role in ensuring that a GP practice operates smoothly, efficiently and in line with regulatory and contractual requirements. Their responsibilities can vary depending on the size and structure of the practice but typically span a wide range of operational and strategic functions. These may include business and workforce planning, financial management, recruitment and HR processes, staff training and development, oversight of IT systems, patient services, compliance, and the coordination of day-to-day administrative activities.

While a formal qualification in healthcare management is not essential, most practice managers bring substantial experience in management, particularly in areas such as finance, people management, and organisational administration. Many have progressed from administrative roles within the practice, giving them valuable insight into practice workflows, patient needs, and the primary care environment.

A key expectation of the role is the ability to develop and maintain an in-depth understanding of the GP contract, as this underpins practice funding, service delivery requirements, and performance targets. Practice managers must ensure the practice meets these obligations while supporting GPs and wider staff to deliver high-quality, patient-centred care. They are often the central link between clinical teams, non-clinical staff, patients, and external organisations, making the role both highly influential and essential to the overall success of the practice.

Key Responsibilities

  • Overseeing daily operations and ensuring smooth practice workflows.
  • Managing staff, including recruitment, HR processes, and workforce planning.
  • Maintaining financial stability and budget oversight.
  • Ensuring compliance with governance and regulatory requirements.
  • Supporting clinicians and administrative teams.
  • Leading improvement projects and supporting quality care delivery.
  • Ensuring policies and procedures are up to date and compliant.
  • Leading on CQC requirements and quality assurance processes.
  • Risk management and incident reporting oversight.
  • Managing building maintenance, safety, and facilities contracts.
  • Ensuring accessibility and a safe environment for staff and patients.

Day-to-Day Role of the Practice Manager

A typical day for a Practice Manager may include:

  • Overseeing daily operations and patient flow within the practice.
  • Supervising and supporting administrative and clinical staff.
  • Monitoring financial transactions, budgets, and income streams.
  • Maintaining governance, regulatory compliance, and risk management.
  • Handling patient feedback, complaints, and communication.
  • Managing premises, including safety, maintenance, and facilities.
  • Recruitment, onboarding, training, and staff development.
  • Administrative tasks such as record keeping, stock management, and correspondence.
  • Preparing reports, attending meetings, and tracking KPIs.
  • Leading quality improvement projects and practice development initiatives.

How to Train for the Role

Training routes into Practice Management include:

  • On-the-job experience working within a GP practice or healthcare setting.
  • Formal leadership or management qualifications such as ILM or CMgr.
  • Primary Care specific training programmes offered by Training Hubs.
  • Shadowing experienced Practice Managers or joining local PM networks.
  • Continuous professional development through workshops, courses, and e-learning.

Career Path

A typical pathway in a GP practice might look like this:

Receptionist / Administrative Role → gains knowledge of front-line processes
Reception Manager / Senior Administrator → manages a team, develops leadership skills
Operations Manager → oversees operational workflows, junior management, and KPI reporting
Practice Manager → full responsibility for the business, finance, HR, compliance, and strategy

Find out more at www.healthcareers.nhs.uk.

Operations Manager

An Operations Manager/Assistant Practice Managers plays a key role in ensuring the smooth day-to-day running of the practice’s daily operations beyond patient reception. While the Practice Manager is responsible for the practice’s overall strategy, compliance, finance, and staff management, the Operation Manager/Assistant Practice Manager focuses on operational delivery, ensuring that the practice functions efficiently on a daily basis and that staff, systems and workflow support safe and effective patient care. Operations Manager/Assistant Practice Managers are the link between the team, clinicians, and managers.

Key Responsibilities

  • Monitoring and optimising daily operational processes (appointments, clinics, administrative workflows).
  • Ensuring smooth coordination between clinical and non-clinical teams.
  • Identifying inefficiencies and implementing improvements.
  • Line-managing administrative teams or team leaders.
  • Supporting staff training, rotas, appraisals, and performance monitoring.
  • Acting as a first point of contact for operational staffing issues.
  • Overseeing activities such as repeat prescribing, referrals, medical records, and correspondence. Ensuring adherence to practice procedures and policies.
  • Monitoring KPIs such as appointment access, call handling, and workflow turnaround times.
  • Dealing with facility issues, patient concerns, IT problems, and unexpected operational challenges.
  • Escalating complex issues to the Practice Manager when needed.

More experienced Operations Managers/Assistant Practice Managers often contribute to:

  • Business planning and service redesign.
  • Compliance monitoring and reporting.
  • Budget awareness and resource allocation.
  • Assisting in audits, CQC (Care Quality Commission) preparation, and quality improvement projects.

Development into a Practice Manager

Working as an Operations Manager/Assistant Practice Manager provides hands-on experience and exposure to:

  • Managing teams and workflows.
  • Understanding practice systems, pressures, and regulatory requirements.
  • Working closely with the Practice Manager on strategic and compliance tasks.

This combination of operational and developmental responsibilities makes the role an excellent stepping-stone to Practice Management.

Recommended Courses to Support Progression to a Practice Manager

SELWDH will soon host a dedicated collection of leadership courses, guidance, and development opportunities tailored specifically for those in management positions in practices across South East London. Once complete, you’ll find links to training and resources designed to support confident, effective management within primary care.

We’re currently curating these courses, so please check back soon for updates.