After seven years at Townside Surgery, Hayley Hadley found herself in the position of practice manager. Recognising that she would benefit from additional training to develop the formal management and people skills the role demanded, Hayley and her employer turned to Damar Training’s Operations Manager Apprenticeship.
From operations manager to practice manager
“The practice manager that was here retired. We did get another practice manager and I was the operations manager but, when circumstances changed with the new practice manager, the partners asked me to step up,” Hayley explained.
Despite her years of experience, Hayley knew that managing people effectively required more than just practical knowledge. “I knew my job back to front, but it was all the management side – the people skills and certain situations like how to deal with conflict – that I’ve never had formal training or development in, and that you don’t really get working on the job,” she shared.
Through the Institute of General Practice Management (IGPM), Hayley discovered apprenticeships. “This apprenticeship was to give me confidence and help me become the best, most productive manager I can be.”
IGPM is the professional body for those working in general practice management. Its accreditation frameworks and membership pathways are designed to recognise and raise the standard of management within primary care. By delivering the Operations Manager Apprenticeship in partnership with IGPM, Damar Training ensures the programme is aligned not only with the national apprenticeship standard, but also with the realities of general practice. This includes the sector-specific pressures, language and professional expectations that generic management programmes may not address.
Practice support and investment
Dr John Stoddart, one of the practice partners at Townside Surgery, recognised that whilst Hayley was already performing many of the duties successfully, she had been somewhat “parachuted into the job” and could benefit from formal training.
The apprenticeship model allowed Hayley to continue working whilst developing her skills which, as Dr Stoddart explained was “a win-win because obviously Hayley has been developed in her role, which is beneficial for the practice, and actually this apprenticeship has been funded so we’re not having to pay for the cost of that development, which is absolutely fantastic.”
One of the biggest challenges Hayley faced was balancing her off-the-job learning hours with her demanding workload as practice manager. Initially, she tried dedicating a full day each week to her studies but found this approach didn’t suit her.
“I was getting disturbed and I did struggle with my concentration for the full day; when I split it over two days now, I find I’m more productive and that’s what works for me,” Hayley recalled. It was through the practice’s wider support of the apprenticeship as an approach that helped Hayley find this balance and really spotlights the importance of support and investment from teams and supervisors in ensuring apprentice success.
Applying learning in real-time
The apprenticeship covered all aspects of Hayley’s role, but certain modules proved particularly transformative. Damar Training’s partnership with IGPM helped ensure that the apprenticeship learning could be applied directly to the responsibilities of a general practice manager. Rather than developing management skills in isolation, Hayley was able to build evidence and reflect on her practice in ways that connected clearly to the expectations of her profession.
“The first module, about your strengths and weaknesses and recognising how they affect the way you lead, was a big eye-opener to me because I realised how your values impact other people and everyone that you lead,” Hayley explained.
This was especially useful for enabling Hayley to approach difficult conversations. “I was always one that avoided conflict but learning the skills through the apprenticeship has really helped me. And now if I had to have that conversation it’s not nice, but I don’t avoid it like I used to; I’m confident now that I know what I’m doing is right.”
There have also been project-based opportunities to apply her formal learning in the practice. For example, when Townside Surgery started their move to a new digital platform system for patients to access support, it has enabled Hayley to directly apply project management skills and tools picked up during her apprenticeship modules.
Dr Stoddart has observed the impact of Hayley’s learning firsthand. “She feels more confident in making change on her own,” he noted.
Building support systems alongside learning
Beyond the structured content, the apprenticeship’s accessibility has been crucial to Hayley’s sustained engagement. “My online learning is really straightforward, easy to follow and there’s a great amount of support that’s there like safeguarding resources, wellbeing support. I think it’s good having that there, if I ever needed it.”
The platform’s user-friendliness meant Hayley could integrate learning into her existing workload without friction too. “The website is easy to use,” she explained, emphasising that the design reduces barriers to engagement, particularly important for a busy practice manager juggling multiple responsibilities.
What emerged unexpectedly for Hayley was the value of peer learning. Through her apprenticeship cohort, Hayley has been able to connect with other managers navigating similar challenges. “I’ve met quite a lot of new managers and people transitioning into similar roles,” she said. “We communicate regularly and it’s nice to have that community. Everyone’s in the same field, so we all understand each other’s situations. I feel like I learn a lot from them.”
Her Damar coach, Julie, became an essential point of contact for Hayley, particularly when she needed time away from her apprenticeship due to illness. “She was really understanding and really supportive, and got me back on track,” Hayley recalled. “It was nice to have someone there who was invested and who supported me.”
This accessibility meant the apprenticeship adapted to real life rather than rigid timelines, something crucial for working parents and those managing competing demands.
Dr Stoddart echoed the practical efficiency from an employer’s perspective: “Damar has been very supportive. They’ve provided me with the information and assurances I need. There were a couple of initial setup meetings, then reviews every two or three months, so it’s not been particularly onerous. It works well for us.”
The combination of accessible technology, responsive coaching and peer community transformed what could have felt isolating into a structured yet flexible learning experience. Further to this, the Operations Management Apprenticeship gives general practice managers the opportunity to strengthen their confidence, demonstrate their professional capabilities and build a clear foundation for future recognition through IGPM.
Advice for others
For anyone considering an apprenticeship, Hayley’s advice is simple: “I’d probably just say go for it. If I’d known more about apprenticeships when I’d finished school, I probably would rather have gone on to do an apprenticeship rather than study and then work, because I think working while learning is the best process.”
For practices considering taking on an apprentice, Dr Stoddart’s perspective is equally positive: “I would say everybody should consider it as an option; it’s going to benefit you as an employer and it’s going to benefit your business in the long run.”
Looking ahead
Hayley hasn’t yet completed her apprenticeship, but the impact is already clear. “Even though I’ve not finished my apprenticeship yet, I do feel more confident going into things,” she says. With the support of Townside Surgery, Damar Training and her own determination, Hayley has transformed into a confident practice manager ready to tackle whatever challenges come her way.