Jamal Syed

I moved into the Product Lead role to use my operational knowledge of general practice to shape, refine, and improve the PACO product suite. I have proposed new functionality, written detailed Jira tickets, collaborated closely with developers, tested new code, and supported the safe release of product updates. I also work closely with the helpdesk team, investigating escalated issues, identifying bugs, and coordinating fixes through to resolution. Alongside this, I actively engage with practices to gather both positive and negative feedback, helping to categorise concerns into training gaps, technical issues, system limitations, and development opportunities. I support practices in finding workable solutions where changes are not possible, and I play a key role in ensuring all new work is rigorously tested and released safely.

I joined Blinx in a part-time capacity as a Deployment Lead, working with GP practices adopting PACO GP and PACO Connect to ensure successful implementation. I used my operational knowledge of general practice to understand each site’s workflows and advise them on how to configure and use the system effectively, helping teams get the most value from the platform.

After completing my interim post, I was appointed permanently as Operations Manager, working closely with the Practice Manager to oversee key non-clinical functions. I was directly responsible for the management of Reception, Planned Care, and IT - managing the team leaders for Reception and Planned Care, and line-managing an IT Assistant. I continued to oversee data quality and reporting across the practice, ensuring accurate information supported both operational decisions and clinical performance. I carried out a wide range of HR duties, including one-to-ones, appraisals, performance management, and supporting escalated HR issues raised by my managers. I also led the practice’s flu campaigns, reviewed services to identify efficiency improvements, and evaluated new service opportunities to increase income, providing Partners with clear reports and options appraisals to support decision-making.

I was appointed to this six-month interim role to provide operational leadership during the departure of the previous Practice Manager and to support the newly appointed Practice Manager as they settled into the organisation. During this period, I acted as the Practice Manager and oversaw all non-clinical departments across the practice. One month after the new Practice Manager joined, the practice received notice of a CQC inspection, which I led from the non-clinical side. As a result of this coordinated effort, the practice achieved a Good overall rating and an Outstanding in the Well Led domain.

I moved into this role to focus more on the data and digital infrastructure of the practice. I was responsible for developing and refining dashboards to ensure the organisation could make informed, data-driven decisions and monitor the impact of operational and clinical changes. I explored and evaluated digital systems, presenting recommendations to the Partners with clear justification and expected benefits, and oversaw the smooth introduction of new technologies, including leading a full migration of the practice’s phone system.

During the COVID-19 pandemic, I produced and regularly updated Standard Operating Procedures in line with rapidly changing Government guidance, and I oversaw the vaccination programme for our Primary Care Network, supporting the delivery of vaccines to a patient population of 44,000.

After completing university, I joined Hall Green Health full time and took on a leadership role within the IT and workflow functions. I led the Workflow Team, ensuring all incoming letters were accurately processed and filed onto the clinical system, and oversaw the Recall Team to make sure patients were invited for the correct clinical reviews. My responsibilities included day-to-day staff management, carrying out one-to-ones, appraisals, holiday planning, and participating in disciplinary processes where required. I also introduced dashboards and end-of-day reporting, enabling data-driven decision-making that improved efficiency for staff and the overall experience for patients.

I worked on a zero-hour contract alongside my university studies, providing administrative support during term time and working full time during school holidays. In this role, I assisted the Admin Team by filing letters, supported Reception by taking patient phone calls, and worked through QOF lists to improve data quality, ensure patients were recalled for the correct reviews, and help the practice receive accurate reimbursement.