• Job Description

  Req#: A0998-25-0006?language=en&page=815&sort=publicationDateDesc

  Job summary

  We are seeking a dedicated and experienced Patient Services Manager to oversee the patient services team across six Pathfields sites. The ideal candidate will be responsible for ensuring a high standard of patient care and satisfaction while managing day-to-day operations. This role requires strong leadership skills, excellent communication abilities, and a commitment to fostering a positive environment for both patients and staff.

  Main duties of the job

  The role is responsible for the management and delivery of patient services looking at innovative ways to increase access for patients. Leading teams effectively and embedding robust processes that are compliant to NHS contracting. Support the wider management team in leading in promoting DEI, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and ensuring the practice complies with CQC regulations

  Drives efficiency and streamlines processes

  Builds staff skills and capabilities

  Enhances patient access to services

  About us

  Who are we?

  We are a GP Practice Network, providing care to over 30,000 patients across six locations in Plymouth. We are a forward-thinking team that always aspire to fresh thinking and innovation for new or improved ways to delivering the best healthcare for our patients.

  We have approximately 140 employees in diverse roles of different roles including GPs, Pharmacists, Paramedics, Physiotherapists, Advanced Nurse Practitioners, Advanced Clinical Practitioners, Pharmacy Technicians, Practice Nurses, Healthcare Assistants, Phlebotomists Receptionist, Administrators and many more! We recognise that staff our best asset and work hard to provide a supportive and inclusive culture where staff can thrive. Wherever you work with Pathfields, you will always have the opportunity to bring new ideas to continuously improve our service to patients.

  Details

  Date posted

  17 June 2025

  Pay scheme

  Other

  Salary

  £19 an hour

  Contract

  Permanent

  Working pattern

  Full-time, Flexible working

  Reference number

  A0998-25-0006

  Job locations

  Laira Surgery

  95 Pike Road

  Plymouth

  Devon

  PL3 6HG

  
  

  Beaumont Villa Surgery

  23 Beaumont Road

  Plymouth

  PL4 9BL

  
  

  Job description

  Job responsibilities

  Lead the planning and implementation of resources to cover the Patient Service teams periods of leave and low staffing levels to ensure continuation of provision of services to patients

  Ensure effective systems are in place for significant events and data breaches with a mechanism to disseminate audited results for learning and development of the Primary Care Network

  Ensure systems for referral pathways are current and all relevant staff are familiar

  Support systems to ensure the PCN is compliant with all GDPR regulations in conjunction with the Strategic Director.

  Drive and continued development of patient pre-triage processes and signposting of external services for patients which align in patient triage and via patient navigators

  Ensure through delegation effective management of the Patient Participation Group

  Responsible for an effective complaints management, monitoring and recording systems which identifies themes is in line with the K041b return

  Oversee campaigns to promote and increase the use of patient online services to increase patient access

  To supervise the management of the Patient Services teams and identify opportunities for quality improvement and new initiatives initiating bids for resources and service delivery

  Solid investment in staff through regular scheduled meetings, appraisals, 1:1 opportunity, with a mechanism to constructively feedback ideas and suggestions to maximise a high-performance culture

  Ensuring all staff in the Patient Service team have the appropriate level of training to enable them to conduct their individual roles and responsibilities effectively

  To collaborate closely with the wider team to improve practice resilience and access to excellent care using quality improvement techniques

  Direct line management of the Deputy Patient Service Managers

  Deputise for the Head of Operations in periods of absence

  Point of contact for the Clinical Care teams in periods of absence of the Clinical Care Manager

  Completing staff appraisals as required ensuring the patient services team have appropriate set objectives that align to the PCNs strategy goals

  To remain up to date with all national and local guidance

  Guiding staff and developing effective monitoring and audits systems using clinical system and other software available

  Support strategic planning and overview

  Job description

  Job responsibilities

  Lead the planning and implementation of resources to cover the Patient Service teams periods of leave and low staffing levels to ensure continuation of provision of services to patients

  Ensure effective systems are in place for significant events and data breaches with a mechanism to disseminate audited results for learning and development of the Primary Care Network

  Ensure systems for referral pathways are current and all relevant staff are familiar

  Support systems to ensure the PCN is compliant with all GDPR regulations in conjunction with the Strategic Director.

  Drive and continued development of patient pre-triage processes and signposting of external services for patients which align in patient triage and via patient navigators

  Ensure through delegation effective management of the Patient Participation Group

  Responsible for an effective complaints management, monitoring and recording systems which identifies themes is in line with the K041b return

  Oversee campaigns to promote and increase the use of patient online services to increase patient access

  To supervise the management of the Patient Services teams and identify opportunities for quality improvement and new initiatives initiating bids for resources and service delivery

  Solid investment in staff through regular scheduled meetings, appraisals, 1:1 opportunity, with a mechanism to constructively feedback ideas and suggestions to maximise a high-performance culture

  Ensuring all staff in the Patient Service team have the appropriate level of training to enable them to conduct their individual roles and responsibilities effectively

  To collaborate closely with the wider team to improve practice resilience and access to excellent care using quality improvement techniques

  Direct line management of the Deputy Patient Service Managers

  Deputise for the Head of Operations in periods of absence

  Point of contact for the Clinical Care teams in periods of absence of the Clinical Care Manager

  Completing staff appraisals as required ensuring the patient services team have appropriate set objectives that align to the PCNs strategy goals

  To remain up to date with all national and local guidance

  Guiding staff and developing effective monitoring and audits systems using clinical system and other software available

  Support strategic planning and overview

  Person Specification

  Skills

  Essential

  • Exceptional communication skills, both written and verbal
  • The ability to manage a potentially stressful environment involving multiple and potentially conflicting vested interests
  • Must be a team player and able to work collaboratively
  • Understanding of organisational and network wide issues and challenges
  • Ability to work on own initiative and organise workload, allocating work as necessary
  • Adaptability, flexibility, and ability to cope with uncertainty and change
  • Ability to network and built relationships across the PCN as well as external agencies
  • Excellent organisational, management and planning skills, IT skills and communication skills
  • Ability to implement and manage change effectively
  • Ability to follow policy and procedure
  • Ability to apply analytical reasoning
  • This post will involve working across the practice sites; the post holder must hold a full driving licence or be willing to travel
  • Flexibility to work outside of core office hours
  • Disclosure Barring Service (DBS) check
  • Maintains confidentiality at all times
  • Solution focused solution approach

  Experience

  Essential

  • Experience of project management, including planning, implementation, and monitoring
  • Experience and knowledge of change management or quality improvement principles, methodologies and tools
  • Evidence of experience in working to tight deadlines
  • Evidence of problem solving and improving processes

  Desirable

  • Experience of leading large teams
  • A good understanding of the health and social care environment and roles and responsibilities within it

  Qualifications

  Essential

  • A minimum of 2 years of relevant managerial experience
  • Good understanding of current healthcare policy relating to primary care, integrated care and the Digital Agenda

  Desirable

  • Leadership or Management qualification
  • Prince2 qualification
  • Professional qualification or experience in Project Management

  Person Specification

  Skills

  Essential

  • Exceptional communication skills, both written and verbal
  • The ability to manage a potentially stressful environment involving multiple and potentially conflicting vested interests
  • Must be a team player and able to work collaboratively
  • Understanding of organisational and network wide issues and challenges
  • Ability to work on own initiative and organise workload, allocating work as necessary
  • Adaptability, flexibility, and ability to cope with uncertainty and change
  • Ability to network and built relationships across the PCN as well as external agencies
  • Excellent organisational, management and planning skills, IT skills and communication skills
  • Ability to implement and manage change effectively
  • Ability to follow policy and procedure
  • Ability to apply analytical reasoning
  • This post will involve working across the practice sites; the post holder must hold a full driving licence or be willing to travel
  • Flexibility to work outside of core office hours
  • Disclosure Barring Service (DBS) check
  • Maintains confidentiality at all times
  • Solution focused solution approach

  Experience

  Essential

  • Experience of project management, including planning, implementation, and monitoring
  • Experience and knowledge of change management or quality improvement principles, methodologies and tools
  • Evidence of experience in working to tight deadlines
  • Evidence of problem solving and improving processes

  Desirable

  • Experience of leading large teams
  • A good understanding of the health and social care environment and roles and responsibilities within it

  Qualifications

  Essential

  • A minimum of 2 years of relevant managerial experience
  • Good understanding of current healthcare policy relating to primary care, integrated care and the Digital Agenda

  Desirable

  • Leadership or Management qualification
  • Prince2 qualification
  • Professional qualification or experience in Project Management

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Pathfields Medical Group

  Address

  Laira Surgery

  95 Pike Road

  Plymouth

  Devon

  PL3 6HG

  
  

  Employer's website

  https://www.pathfields.co.uk (Opens in a new tab)

  Employer details

  Employer name

  Pathfields Medical Group

  Address

  Laira Surgery

  95 Pike Road

  Plymouth

  Devon

  PL3 6HG

  
  

  Employer's website

  https://www.pathfields.co.uk (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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