Stepping into a primary care manager role within the NHS can be both exhilarating and daunting. However, with the right approach, you can build your confidence and thrive in this dynamic environment. 

Understand the NHS Landscape

Familiarise yourself with NHS data protection regulations, patient confidentiality protocols, and specific coding requirements. Consider shadowing staff, conducting interviews, and analysing organisational charts to gain a comprehensive understanding of the practice's operations. As you get more familiar with the role, you can understand more about the patient appointment systems, referral pathways, and internal communication processes.

Set SMART Goals

Setting clear, achievable goals aligned with the practice's vision and NHS objectives is key to your success. Develop goals that align with both your practice and NHS objectives; having a structured plan can give you a ready-made ‘road map’ for your first months, and involving the Partners/leadership team in this process will help you to ensure you are in line with practice priorities.

Remember, flexibility is key; be prepared to adapt your plan as needed. For instance, aim to reduce patient waiting times or improve specific performance indicators.

Learn the NHS Lingo

Building your vocabulary with the ‘NHS-speak’ and medical terminology will enhance communication with healthcare professionals and improve patient understanding. If you’ve not worked in the NHS before, you’ll need to know your QOF from your CQRS, your DES from your LES, PMS, GMS, Open Exeter and many more. Learn more about the clinical and IT systems being used in your Practice so you can understand what the terms mean, and why they are important in your day-to-day work.

Understand Practice Finances

Understand the practice's financial performance by analysing key indicators such as revenue, expenses, and profitability. If this is your first time manging a budget, then think about doing some learning on the subject, whether as some not-so-light reading, or going on a specialist course that will help you to manage a budget and financial plan. 
Make sure that your finances are regularly monitored and are meeting compliance requirements, such as CQC regulations, to maintain patient safety and practice integrity.

Use Effective Communication

Effective communication is paramount in primary care management. Active listening to patient concerns, staff feedback, and GP instructions is vital. Clear and concise communication, both verbal and written, is expected in this role. Developing conflict resolution strategies will help you navigate challenges calmly and professionally.

Manage Your Time

Time management is essential for any manager. Prioritise tasks effectively and consider delegating responsibilities to capable team members. Using scheduling tools can aid in managing your workload.

Build a Strong Team

Building a strong team is crucial for a successful primary care practice. Understanding your team members' strengths and weaknesses is essential for effective management, but so is having those more personable leadership skills - active listening, empathy, and open communication are essential. Informal interactions can be as valuable as formal meetings for building rapport. Provide clear guidance, regular feedback, and opportunities for professional growth, and make sure that their individual goals line up with the Practice’s overall objectives.

Embrace Feedback

Feedback is a valuable tool for personal and professional development. Regularly seek feedback from your supervisor or mentor. Embrace constructive criticism as an opportunity for improvement.

Be a Problem-Solver

Problem-solving is a core competency for primary care managers. Anticipate potential challenges and develop proactive solutions – is there any data that you can use to inform your decision-making? Can you involve your new team in solving a problem (and let them know you trust their input at the same time)?

Keep a calm and composed demeanour when handling issues, ensuring patient care and staff well-being remain priorities.

Network with Your Peers

Networking with other managers can provide valuable insights and support. Join online forums specific to NHS management, attend NHS events, or seek mentorship from experienced manager. If there is a local managers’ or PCN meeting, sharing experiences and strategies with colleagues can help you overcome common challenges.

Prioritise Self-Care

Prioritising self-care is essential for maintaining a healthy work-life balance. Establish your boundaries, e.g. do you need to close your door while concentrating on the more important tasks? Do you prefer to wait until the next working day to answer any emails that come in after your day is over? Can you build breaks into your daily schedule? Are there opportunities to delegate certain tasks that don’t really need your attention, but could be in someone else’s skillset, or their opportunity for development?

Consider which boundaries you can establish and how you communicate them with your team. This way you can identify what you need to establish a healthy work-life balance and make it clear to your team.

Thornfields courses can help you put these tips into action, for example our Introduction To Practice Management workshop.