Job Description

Pershore Medical Practice are seeking a Dispensary Lead. We are looking for someone who is experienced and skilled in some or all of the following key areas;

Provision of full range of Dispensary (or Pharmacy) services

Directing, motivating and organising a team within a Dispensary/Pharmacy

Provision of excellent customer services and handling verbal customer complaints

Team working

Quality control and assurance

We are a 5 Partner dispensing practice based in a market town in Worcestershire. We work hard to provide exceptional care to around 11,000 patients approximately half of whom are dispensing patients. We have a CQC rating of Good. As the Dispensary Operations Lead you will play a pivotal role in looking after the day to day running of the Dispensary services. You will work closely with the Dispensary Finance Lead, Clinical Pharmacist, Practice Manager and team of dispensers.

The successful candidate will have a strong work ethic and be dedicated to the provision of high quality services to our patients. They will need to be able to effectively lead a team of dispensers in their daily work and take responsibility for a daily rota and overseeing work tasks within the Dispensary. They will need to be a qualified and significantly experienced Dispenser. They will be flexible and able to work under pressure at times prioritise workload as necessary. We are looking for adaptable and loyal team players, eager to contribute to a supportive and dynamic practice.

We welcome informal enquiries and if you would like to speak to someone about the post or arrange a Practice visit please contact Jackie Evans, Practice Manager on jackie.evans7@nhs.net or 01386 553346.

To apply for the post please submit your application via NHS jobs (Ref A0875-25-0000) or send in your curriculum vitae with a covering letter via Indeed.

JOB DESCRIPTION

JOB TITLE

: Dispensary Operations Lead

REPORTS TO:

Assistant PM/Operations Manager

HOURS:

30-35 hrs TBC

SALARY

: Negotiable - equivalent to Agenda for Change Band 5 range

Job Summary:

The Dispensary Operations Lead ensures the smooth running of the dispensary, to include but not limited to, dispensing, staffing, patient liaison and satisfaction, vending machine. Monitor and manage workflow and productivity ensuring all the team follow the dispensary Standard Operating Procedures in every aspect of dispensing. Ensuring targets are met in relation to turnaround for prescription requests and deadlines for Dispensary processes. To lead the Dispensary Team in ensuring that effective friendly and efficient service is provided to patients.

Duties and Responsibilities:

Operational Lead

Oversee day to day operations and lead the Dispensary team on the ground. Improve organisational processes where necessary (KPI measured in Rx turnaround time, optimum is 3 days) Work to improve quality, productivity and efficiency (KPI measured in Rx turnaround time, optimum is 3 days) Manage the Titan system ensuring it is used to maximum effect. (KPI measured in items dispensed per staff hr) Oversee the vending machine ensuring it is used effectively. Work to maintain and increase numbers using the vending machine. (KPI measured in items dispensed per week via the machine and patient feedback via annual survey [to be co-ordinated by postholder]). Streamline dispensing processes (KPI measured in Rx turnaround time, optimum is 3 days) Ensure that the Dispensary area is kept in a tidy and orderly fashion ensuring optimum workflow and efficiency of work processes.

Clinical & Regulatory Compliance

Ensure all dispensing activities comply with NHS, DSQS and CQC standards. Support clinical governance & DSQS by updating, implementing and monitoring standard operating procedures (SOPs). Work closely with GPs, pharmacists, and clinical staff to support safe prescribing and dispensing practices. Shared responsibility with Dispensary Finance & Profitability Lead and Clinical Pharmacist for successful and timely completion of DSQS annual submission. (KPI measured by DSQS submission feedback & payment).

Team Leadership and Development

Lead and motivate the team (KPI measured by feedback in team appraisals) Provide supervision, mentorship, and performance management of dispensary staff. Coordinate training and development activities to maintain a skilled and compliant workforce. Foster a positive and collaborative working environment. Prepare, oversee and monitor staff rota schedule ensuring staff follow and meet allocated workstations and work targets (KPI measured in oversight of rota & review of Titan work productivity reports) Develop the team to reach their full potential (KPI measured by feedback in team appraisals) Work with the Assistant Manager/Operations Manager in all staff matters including but not limited to staff recruitment, staff training and appraisals.

Patient care and services

Promote a high standard of patient service, including timely dispensing and clear communication.(KPI measured by patient feedback & patient complaint numbers) Handle patient queries and complaints professionally and empathetically. Ensure confidentiality and data protection protocols are always followed.
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*

Health & safety:

The post-holder will implement and lead on the full range of promotion and management their own and others' health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.*
Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines and ensuring implementation across the business*
Using personal security systems within the workplace according to Practice guidelines*
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business*
Making effective use of training to update knowledge and skills, and initiate and manage the training of others*
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed*
Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised*
Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers*
Undertaking periodic infection control training (minimum annually)*
Routine management of own team / team areas, and maintenance of work space standards*
Demonstrate due regard for safeguarding and promoting the welfare of children.*

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 people's 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 that 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, with 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*

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk*
Assess own performance and take accountability for own actions, either directly or under supervision*
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance*
Work effectively with individuals in other agencies to meet patients' needs*
Effectively manage own time, workload and resources*

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members*
Communicate effectively with patients and carers*
Recognize people's needs for alternative methods of communication and respond accordingly*

Contribution to the implementation of services:

The post-holder will:

Apply practice policies, standards and guidance*
Discuss with other members of the team how the policies, standards and guidelines will affect own work*
Participate in audit where appropriate*

Dispensary Operations Lead

- Person Specification

=====================================

Academic/Vocational Qualifications

-------------------------------------

Essential

NVQ Level 3 in Pharmacy Services or equivalent dispensing qualification.

Evidence of commitment to continuing professional development

Experience

------------

Essential

Significant experience in a dispensary or pharmacy environment, ideally in a GP Practice

Experience of and success at motivating people

Experience of team working and the ability to promote team spirit

Experience of working in an IT orientated environment

Experience of providing a customer-focused service

Desirable

NHS/Primary Care team leadership experience or team leadership experience in a healthcare setting

Knowledge/ Skills

------------------

Essential

Strong understanding of medicines management and NHS dispensing processes.

Leadership potential and ability to direct and motivate others

Ability to work as part of a multi-disciplinary team

Excellent communication and inter-personal skills

Ability to delegate effectively

Appropriate IT skills including Microsoft office

Problem solving

Desirable

Knowledge of EMIS Web

Knowledge of Titan or another PMR system

Qualities/ Attributes

---------------------

Essential

Self-motivating - able to work with minimal direction

A real desire to provide quality service to patients

Adaptable, innovative and proactive

Confident, enthusiastic, articulate and caring

Willing to work flexible hours as necessary

Calm under pressure

Reliable and resourceful

Conscientious and committed to the organisation

An understanding, acceptance and adherence to the understanding of strict confidentiality

Job Types: Part-time, Permanent

Pay: 31,049.00-33,487.00 per year

Expected hours: 30 - 35 per week

Schedule:

Monday to Friday Weekend availability
Work Location: In person

Application deadline: 26/08/2025
Reference ID: Dispensary Operations Lead