• Job Description

  Req#: A2589-25-0000?language=en&page=869&sort=publicationDateDesc

  Job summary

  We are seeking a dedicated and experienced Quality and HR Support Manager to join our busy practice team. The ideal candidate will play a pivotal role in supporting the Practice Business Manager to ensure that there are robust quality management, HR and Health and Safety processes in place.

  Main duties of the job

  To support the Practice Business Manager with Human Resources (HR) within the practice; Support our safe environments by supporting Health and Safety (H&S) and our safe working practices; Foster a culture of learning by effectively managing complaints, compliments, and learning events ensuring timely responses, thorough investigations and continuous service improvements; Follow existing robust processes to investigate all complaints and comments thoroughly. Identifying clear action plans which can then be monitored and audited to ensure change

  About us

  The Practice has a very clear objective of wanting to provide patients with the highest possible standard of primary healthcare; not only medical care, but also in terms of health information and awareness, the community from which they deliver their services and in the Clinician/Patient relationship.

  The Partners are proud of the services they provide and their excellent reputation. These are all delivered from a purpose built one stop health centre, completed in 2006. The Centre now houses Medwyn Surgery, as well as an Occupational Health service, Private travel clinic, physiotherapy, podiatry, community staff, conference facilities, a pharmacy, audiometry and a range of services delivered by a number of sessional medical practitioners.

  Medwyn is part of Dorking Primary Care Network. This consists of 4 Dorking practices that have a proven track record of successfully working together collaboratively and effectively for the benefit of patients and the wider community.

  Medwyn Surgery serves around 14,000 patients and this is rising steadily.The practice is well established in terms of computerisation. The Partners consider themselves to be innovative. The clinical and appointment system used is SystmOne.

  Details

  Date posted

  21 July 2025

  Pay scheme

  Other

  Salary

  Depending on experience

  Contract

  Permanent

  Working pattern

  Part-time, Flexible working

  Reference number

  A2589-25-0000

  Job locations

  Reigate Road

  Dorking

  Surrey

  RH4 1SD

  
  

  Job description

  Job responsibilities

  To support the Practice Business Manager with Human Resources within the practice. Duties to include:

  • Complete monthly NHS workforce census.
  • Co-ordinate recruitment and on-boarding of staff ensuring that all HR checks are in place and recorded on Teamnet.
  • Plan and oversee induction of all new staff in line with practice induction policy.
  • Create HR documentation as and when required.
  • Support other HR functions to include; return to work interviews; annual leave calculation and adjustments; creation and management of staff related risk assessments; annual HR staff compliance; ensuring all HR information is up to date; statutory and mandatory training for all staff and the management of new staff probation periods.
  • Work alongside the Practice Business Manager to ensure that all job descriptions are standardised and updated annually, policies and procedures are up to date.
  • Oversee and co-ordinate other relevant HR processes and procedures.
  • Ensure appraisals take place annually and are linked to organisational targets.
  • Oversee the practice whole team CPD development plan identified from learning identified in staff appraisals. Monitor completion of training by all staff.
  • Ensure all staff have mentors in place and are supported in line with practice policy.
  • Draft job plans for clinical staff for approval.

  Support our Safe environments by supporting Health and Safety (H&S) and our safe working practices:

  To assist the Practice Business Manager by ensuring that Health and Safety procedures are embedded through the Surgery, to include:

  • Manage and co-ordinate the practice risk assessment register, ensuring that risk assessments are updated when required.
  • Carry out annual health and safety audits ensuring they are fully compliant with Health and Safety legislation.
  • Co-ordinate staff engagement in Health and Safety management and activities.
  • Manage and update relevant staff risk assessments relating to HR including working at height, slips trips and falls, lone working, stress, maternity, manual handling.
  • Ensure all H&S related policies for HR are in place.

  Foster a culture of learning by effectively managing complaints, compliments, and learning events ensuring timely responses, thorough investigations and continuous service improvements:

  To support the Practice Business Manager with the management of complaints, comments and compliments to the practice. Duties to include:

  • Follow existing robust processes to investigate all complaints and comments thoroughly. Identifying clear action plans which can then be monitored and audited to ensure change.
  • To receive and log all complaints and comments ensuring that an acknowledgement is sent to the patient within three working days.
  • Work alongside the Complaint Lead to oversee, co-ordinate and investigate the complaint ensuring that all information is collated and reviewed.
  • Draft the final complaint letter for approval by Complaint Lead.
  • Record all complaints in the practice complaints log. This will included coding the complaints to ensure that there is a process for identifying themes and keeping a log of all changes made to practice.
  • Work with the Practice Business Manager to complete the annual NHS complaints submission.
  • Carry out service audits as a result of complaints to identify successful changes to practice and improvements where needed.
  • Oversight and investigation of learning events for the practice ensure that follow-up audits are completed.
  • Support Practice Business Manager in the feedback to Multidisciplinary Team (MDT) and the practice of learning, training and changes to practice.
  • Support stakeholder engagement and culture.

  Other duties:

  CQC compliance:

  • Support the Practice Business Manager in compliance for CQC for all health and safety, learning and safe.

  Wellbeing:

  • Work alongside the Practice Business Manager and Admin Manager to support wellbeing strategies for staff.

  Future planning:

  • Actively participate in the preparation and update of the practice business plan and practice aims and objectives.

  Confidentiality:

  • 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.
  • 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.

  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 peoples 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
  • Undertake / participate in the annual appraisals of staff in the team including their Personal Development Plans.

  Job description

  Job responsibilities

  To support the Practice Business Manager with Human Resources within the practice. Duties to include:

  • Complete monthly NHS workforce census.
  • Co-ordinate recruitment and on-boarding of staff ensuring that all HR checks are in place and recorded on Teamnet.
  • Plan and oversee induction of all new staff in line with practice induction policy.
  • Create HR documentation as and when required.
  • Support other HR functions to include; return to work interviews; annual leave calculation and adjustments; creation and management of staff related risk assessments; annual HR staff compliance; ensuring all HR information is up to date; statutory and mandatory training for all staff and the management of new staff probation periods.
  • Work alongside the Practice Business Manager to ensure that all job descriptions are standardised and updated annually, policies and procedures are up to date.
  • Oversee and co-ordinate other relevant HR processes and procedures.
  • Ensure appraisals take place annually and are linked to organisational targets.
  • Oversee the practice whole team CPD development plan identified from learning identified in staff appraisals. Monitor completion of training by all staff.
  • Ensure all staff have mentors in place and are supported in line with practice policy.
  • Draft job plans for clinical staff for approval.

  Support our Safe environments by supporting Health and Safety (H&S) and our safe working practices:

  To assist the Practice Business Manager by ensuring that Health and Safety procedures are embedded through the Surgery, to include:

  • Manage and co-ordinate the practice risk assessment register, ensuring that risk assessments are updated when required.
  • Carry out annual health and safety audits ensuring they are fully compliant with Health and Safety legislation.
  • Co-ordinate staff engagement in Health and Safety management and activities.
  • Manage and update relevant staff risk assessments relating to HR including working at height, slips trips and falls, lone working, stress, maternity, manual handling.
  • Ensure all H&S related policies for HR are in place.

  Foster a culture of learning by effectively managing complaints, compliments, and learning events ensuring timely responses, thorough investigations and continuous service improvements:

  To support the Practice Business Manager with the management of complaints, comments and compliments to the practice. Duties to include:

  • Follow existing robust processes to investigate all complaints and comments thoroughly. Identifying clear action plans which can then be monitored and audited to ensure change.
  • To receive and log all complaints and comments ensuring that an acknowledgement is sent to the patient within three working days.
  • Work alongside the Complaint Lead to oversee, co-ordinate and investigate the complaint ensuring that all information is collated and reviewed.
  • Draft the final complaint letter for approval by Complaint Lead.
  • Record all complaints in the practice complaints log. This will included coding the complaints to ensure that there is a process for identifying themes and keeping a log of all changes made to practice.
  • Work with the Practice Business Manager to complete the annual NHS complaints submission.
  • Carry out service audits as a result of complaints to identify successful changes to practice and improvements where needed.
  • Oversight and investigation of learning events for the practice ensure that follow-up audits are completed.
  • Support Practice Business Manager in the feedback to Multidisciplinary Team (MDT) and the practice of learning, training and changes to practice.
  • Support stakeholder engagement and culture.

  Other duties:

  CQC compliance:

  • Support the Practice Business Manager in compliance for CQC for all health and safety, learning and safe.

  Wellbeing:

  • Work alongside the Practice Business Manager and Admin Manager to support wellbeing strategies for staff.

  Future planning:

  • Actively participate in the preparation and update of the practice business plan and practice aims and objectives.

  Confidentiality:

  • 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.
  • 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.

  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 peoples 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
  • Undertake / participate in the annual appraisals of staff in the team including their Personal Development Plans.

  Person Specification

  Experience

  Essential

  • Essential:
  • - Good standard of education with excellent literacy and numeracy skills
  • -Experience of working with the general public
  • - Experience of human resources/line managing staff
  • - Experience of compliance ensuring that high standards are met in a previous role.
  • - Experience of writing complex and detailed letters/documents.
  • - Experience of following and implementing policy
  • - Excellent communication skills (written, oral and presenting)
  • - Excellent writing skills - experience of writing complex and detailed letters/documents
  • - Strong IT skills
  • - Excellent organisation and management skills
  • - Ability to analyse and dissect information clearly.
  • - Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
  • - Effective time management (planning and organising)
  • - Ability to have difficult conversations.
  • - Ability to network and build relationships
  • - Proven problem solving and analytical skills
  • - Ability to co-ordinate and monitor policy and procedure
  • - Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
  • - Polite and confident; logical and inquisitive mind; flexible and co-operative; excellent interpersonal skills; motivated and proactive; ability to use initiative and judgement; forward thinker with a solutions focused approach; high levels of integrity and loyalty; sensitive and empathetic in distressing situations; ability to work under pressure; confident assertive and resilient; ability to drive and deliver change effectively.

  Desirable

  • - Human resources training
  • - Health and Safety training and experience
  • - Experience of working in a health care setting/NHS/Primary Care
  • - Experience of human resources management and processes
  • - Experience of successfully developing and implementing projects

  DBS Check

  Essential

  • - Clear DBS

  Person Specification

  Experience

  Essential

  • Essential:
  • - Good standard of education with excellent literacy and numeracy skills
  • -Experience of working with the general public
  • - Experience of human resources/line managing staff
  • - Experience of compliance ensuring that high standards are met in a previous role.
  • - Experience of writing complex and detailed letters/documents.
  • - Experience of following and implementing policy
  • - Excellent communication skills (written, oral and presenting)
  • - Excellent writing skills - experience of writing complex and detailed letters/documents
  • - Strong IT skills
  • - Excellent organisation and management skills
  • - Ability to analyse and dissect information clearly.
  • - Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
  • - Effective time management (planning and organising)
  • - Ability to have difficult conversations.
  • - Ability to network and build relationships
  • - Proven problem solving and analytical skills
  • - Ability to co-ordinate and monitor policy and procedure
  • - Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
  • - Polite and confident; logical and inquisitive mind; flexible and co-operative; excellent interpersonal skills; motivated and proactive; ability to use initiative and judgement; forward thinker with a solutions focused approach; high levels of integrity and loyalty; sensitive and empathetic in distressing situations; ability to work under pressure; confident assertive and resilient; ability to drive and deliver change effectively.

  Desirable

  • - Human resources training
  • - Health and Safety training and experience
  • - Experience of working in a health care setting/NHS/Primary Care
  • - Experience of human resources management and processes
  • - Experience of successfully developing and implementing projects

  DBS Check

  Essential

  • - Clear DBS

  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

  Medwyn Surgery

  Address

  Reigate Road

  Dorking

  Surrey

  RH4 1SD

  
  

  Employer's website

  https://www.medwynsurgery.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Medwyn Surgery

  Address

  Reigate Road

  Dorking

  Surrey

  RH4 1SD

  
  

  Employer's website

  https://www.medwynsurgery.nhs.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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