Job Description

Job Title:

Health Services Manager Responsible to: Practice Manager / GP Partners Salary: Competitive, dependent on experience Hours: Full-time Location: Bute House Medical Centre, Luton Job Purpose The Health Services Manager will support the smooth and effective operational running of Bute House Medical Centre. The postholder will lead on the coordination of clinical and administrative services, workforce management, quality improvement, and compliance, ensuring that patients receive safe, efficient, and high-quality care. Working closely with the Practice Manager, GP Partners, and multidisciplinary team, this role will help drive innovation, service transformation, and continuous improvement across the practice. Key Responsibilities Operational Management Oversee the day-to-day delivery of clinical and non-clinical services.



Develop and maintain effective systems to ensure efficient workflow, appointment management, and patient access. Lead the administrative and reception teams, ensuring high performance and excellent patient service. Manage operational challenges promptly and proactively. Workforce and HR Manage staff rotas, recruitment, onboarding, training, and performance reviews.



Support workforce planning, ensuring appropriate skill mix and adequate cover across services. Foster a positive and inclusive working culture, encouraging teamwork, accountability, and continuous learning. Compliance and Governance Ensure full compliance with CQC, NHS England, ICB, and local regulatory requirements. Maintain policies, protocols, and risk assessments, ensuring they are up to date and effectively implemented.



Lead on incident reporting, complaints handling, and learning dissemination. Promote a culture of safety, confidentiality, and data protection in line with GDPR and NHS Information Governance standards. Quality Improvement and Service Development Support audits, patient surveys, and improvement projects to enhance service delivery. Monitor performance indicators (QoF, IIF, DES, and KPIs) and assist in achieving targets.



Collaborate on service redesign initiatives, implementing new systems, processes, and technologies to improve patient experience and efficiency. Contribute to practice accreditation, training, and research initiatives. Finance and Resource Management Support budget planning, financial monitoring, and cost-efficiency initiatives. Ensure appropriate procurement, stock control, and resource allocation.



Identify opportunities for service optimisation and income generation within contractual frameworks. Stakeholder and Partnership Working Liaise with GP Partners, clinicians, and administrative teams to ensure cohesive service delivery. Represent the practice in meetings with the Primary Care Network (PCN), ICB, and NHS England. Build strong relationships with external organisations, including community providers, pharmacies, and voluntary sector partners.



Digital and Transformation Support the implementation and optimisation of digital tools (e.g., Accurx, Anima, EMIS, NHS App). Promote digital inclusion and patient engagement initiatives. Drive innovation in line with the Modern General Practice model. Person Specification Essential Proven experience in managing operations within a healthcare or NHS primary care setting.



Strong leadership, people management, and communication skills. Good understanding of CQC standards, NHS regulations, and clinical governance. Experience in service improvement, workflow optimisation, and change management. Competence in using clinical systems (EMIS or equivalent) and Microsoft Office applications.



Excellent organisational and problem-solving abilities. Desirable Experience working within a GP practice or PCN environment. Knowledge of QoF, DES, IIF, and NHS contractual requirements. Qualification in healthcare management, business administration, or equivalent.



Experience in digital transformation or quality improvement projects. About Bute House Medical Centre Bute House Medical Centre is a progressive, research-active, and training GP practice based in Luton. Our team includes 7 GP Partners, 2 Salaried GPs, 2 Nurses, 1 Nurse Associate, 2 HCAs, 2 Pharmacists, 1 Pharmacy Technician, a Mental Health Link Worker, a Social Prescribing Navigator, an MDT Coordinator and a strong management and administrative team. We are proud members of the eQuality PCN and work collaboratively with local practices and community partners to deliver innovative, patient-centred care.



The practice fosters an inclusive and supportive working culture with regular clinical and MDT meetings, training opportunities, and personal development support. We are committed to embracing digital solutions, quality improvement and workforce wellbeing. What We Offer A supportive, collaborative, and forward-thinking environment Opportunities for professional growth and leadership development Flexible working arrangements (where possible) NHS Pension and staff wellbeing initiatives