Job summary
North
Cumbria Primary Care (NCPC) is seeking to appoint to a brand new role within
the local primary care system. This opportunity has become available due to the
rapid expansion of NCPC and the services we deliver.The role of the Additional Services Delivery
Lead is to ensure the effective day to day operation of the additional service
contracts that NCPC are commissioned to provide; ensuring that services are
delivered safely and effectively.
The Additional
Services Delivery Lead will support the Service Development Manager in the
planning, day-to-day delivery, and development of the additional services of
North Cumbria Primary Care. You will be responsible for the management of an
administration team, ensuring cooperation and integration across the entire
NCPC additional service portfolio and with external organisations, including Primary
Care Networks.
Main duties of the job
The ideal candidate
will have a strong working knowledge of Primary Care Networks and experience of
people management. Excellent communication skills and the ability to manage and
prioritise multiple activities and deadlines, experience of financial
monitoring and reporting. There is also an essential requirement for the post
holder to operate with integrity, high professional standards and a genuine
commitment to the needs of the local community, acts with integrity and has
high ethical standards.
About us
NCPC is an
innovative not for profit social enterprise, established to create a network of
great family surgeries which sustains and supports the development of general
practice across the local area. We enable our member general practices to
continue to operate as local family practices with the benefit of a large and
robust infrastructure to provide support.
At NCPC, we are
building a new model of primary care, centred on our ever-changing and
diversifying local communities. By giving our staff the opportunity to engage
and co-produce with our patients, our aim is to create a modern workforce of specialists
in their fields that support our local population health. We want our practices
to become wellbeing practices, actively closing the gaps
around mortality and morbidity.The ethos of the company is one of
collaboration, learning and continuous improvement.
Job description
Job responsibilities
Additional Services Delivery Lead
(Primary Care)
Role Purpose
The primary role of the Additional Services Delivery Lead is
to ensure the effective day to day operation of the additional service
contracts that NCPC are commissioned to provide; ensuring that services are
delivered safely and effectively. The post holder will work with delegated
responsibility for the non-clinical activity for these services.
The role will support the Service Development Manager in the
planning, day-to-day delivery, and development of the additional services of
North Cumbria Primary Care. You will be responsible for the management of an administration
team, ensuring cooperation and integration across the entire NCPC additional service
portfolio and with external organisations, including Primary Care Networks. You
will closely monitor service KPIs in real time and ensure safe and effective
services are being delivered.
The post holder will work with the Service Development Manager
to ensure that staff and patients remain safe and services are delivered within
delegated budgets and in adherence to agreed standards, policies and
procedures. As the first point of call
for staff, the Additional Services Delivery Lead will liaise with other
colleagues across NCPC and in the PCNs to develop solutions to operational
challenges.
Duties and Responsibilities
People and HR
Support the line management of the additional
services staff, including the recruitment and retention of staff and the
management of any disciplinary, performance, attendance or grievance matters,
and ensure staff performance is maximised via appraisals, team meetings and
one-to-one discussions.
Line manage additional services staff on issues
such as timekeeping and work conduct
Manage rotas, annual leave and absences to ensure
adequate staffing levels and reporting resource problems
Implements HR policy
Manage individual and team performance,
including annual reviews in line with policies.
Ensure that the staff teams are adequately
trained and competent in their role
Maintain accurate attendance data and instigate
interventions to manage attendance as appropriate.
Hold regular staff meetings to ensure service,
system and national developments are disseminated and staff have the
opportunity to raise issues and feed back to managers.
To manage any disciplinary, grievance issues in
line with NCPC procedures.
Contribute to staff and resource planning
activity.
Monitor staffing and overtime budgets.
Provide accurate information to payroll provider
to ensure accurate payroll and pension administration.
Ensure access to appropriate training for
non-clinical staff.
Development and Improvement
Assist with implementation of service redesign,
focusing on a patient centred approach to delivery at all times
To support and contribute to improve and develop
services
Assist with workforce reviews and implementation
plans to reflect service needs short and long term.
Contribute to the delivery of agreed defined
projects and change management on in conjunction with NCPC project groups
- Drive innovation,
improvement, modernisation and high levels of staff and patient
satisfaction
- Working alongside the service development manager,
ensure operational staff have all the necessary tools to achieve high
quality outcomes
- Involve all staff in continuous service
improvement
Finance
Manage and record local expenditure within a
delegated budgets.
Manage petty cash expenditure.
Monitor staffing expenditure within delegated
budgets.
Monitor and reconcile additional services income
against activity using NCPC accounting systems
Ensure claims are prepared accurately and within
time limits.
Provide financial information to support
preparation of accounts and to aid decision making.
Premises and
Equipment
Ensure that premises and equipment comply with
current safety and quality regulations, including, but not limited to; the
Health and Safety at Work Act, Fire Regulations, Electricity at Work
Regulations, Water Hygiene, Equipment Testing and Calibration regulations
Liaise with contractors to ensure access to
premises where works are required.
Maintain effective records including evidence of
testing, risk assessments and safe working practices.
Investigate and record accidents and incidents.
Report any incidents or accidents in compliance
with RIDDOR.
Performance and Quality
Support the Service Development Manager in the
delivery and performance management of NCPCs Additional services:
Assist with daily monitoring of access targets
and KPIs
Support the Service Development Manager to
deliver the Services to agreed quality standards ensuring that processes and
systems are compliant with external requirements (CQC)
Be responsible for the day-to-day
performance of all staff across the service
Ensure that accurate performance data is
available to aid decision making.
Monitor service performance against national and
local targets
Monitor patient feedback measures including the
Friends and Family test, patient surveys and compliments and complaints.
Manage the local complaints process.
Ensure that significant events are recorded and
actions implemented.
Where appropriate share and or escalate
complaints and significant events.
Liaise with other service providers to ensure
effective care is delivered.
Patient Services
Coordinate patient and stakeholder engagement.
Monitor the effectiveness of Patient services,
using surveys, friends and family tests as a measure of effectiveness.
Respond to patient complaints, in line with the
practice complaints procedure.
Act as the point of referral for patient
queries.
External Relationships
Internal
Relationships
- Work
with the Service Development Manager and Service Delivery Leads in a
matrix structure to support locality and
cross site working to
develop services and support operational delivery.
IT and Digital
Responsibility for computer system, including
maintenance and updates.
Ensure adherence to national and local
Information Governance requirements
Oversight of third party apps and communication
tools.
Act as local administrator for clinical system
Job description
Job responsibilities
Additional Services Delivery Lead
(Primary Care)
Role Purpose
The primary role of the Additional Services Delivery Lead is
to ensure the effective day to day operation of the additional service
contracts that NCPC are commissioned to provide; ensuring that services are
delivered safely and effectively. The post holder will work with delegated
responsibility for the non-clinical activity for these services.
The role will support the Service Development Manager in the
planning, day-to-day delivery, and development of the additional services of
North Cumbria Primary Care. You will be responsible for the management of an administration
team, ensuring cooperation and integration across the entire NCPC additional service
portfolio and with external organisations, including Primary Care Networks. You
will closely monitor service KPIs in real time and ensure safe and effective
services are being delivered.
The post holder will work with the Service Development Manager
to ensure that staff and patients remain safe and services are delivered within
delegated budgets and in adherence to agreed standards, policies and
procedures. As the first point of call
for staff, the Additional Services Delivery Lead will liaise with other
colleagues across NCPC and in the PCNs to develop solutions to operational
challenges.
Duties and Responsibilities
People and HR
Support the line management of the additional
services staff, including the recruitment and retention of staff and the
management of any disciplinary, performance, attendance or grievance matters,
and ensure staff performance is maximised via appraisals, team meetings and
one-to-one discussions.
Line manage additional services staff on issues
such as timekeeping and work conduct
Manage rotas, annual leave and absences to ensure
adequate staffing levels and reporting resource problems
Implements HR policy
Manage individual and team performance,
including annual reviews in line with policies.
Ensure that the staff teams are adequately
trained and competent in their role
Maintain accurate attendance data and instigate
interventions to manage attendance as appropriate.
Hold regular staff meetings to ensure service,
system and national developments are disseminated and staff have the
opportunity to raise issues and feed back to managers.
To manage any disciplinary, grievance issues in
line with NCPC procedures.
Contribute to staff and resource planning
activity.
Monitor staffing and overtime budgets.
Provide accurate information to payroll provider
to ensure accurate payroll and pension administration.
Ensure access to appropriate training for
non-clinical staff.
Development and Improvement
Assist with implementation of service redesign,
focusing on a patient centred approach to delivery at all times
To support and contribute to improve and develop
services
Assist with workforce reviews and implementation
plans to reflect service needs short and long term.
Contribute to the delivery of agreed defined
projects and change management on in conjunction with NCPC project groups
- Drive innovation,
improvement, modernisation and high levels of staff and patient
satisfaction
- Working alongside the service development manager,
ensure operational staff have all the necessary tools to achieve high
quality outcomes
- Involve all staff in continuous service
improvement
Finance
Manage and record local expenditure within a
delegated budgets.
Manage petty cash expenditure.
Monitor staffing expenditure within delegated
budgets.
Monitor and reconcile additional services income
against activity using NCPC accounting systems
Ensure claims are prepared accurately and within
time limits.
Provide financial information to support
preparation of accounts and to aid decision making.
Premises and
Equipment
Ensure that premises and equipment comply with
current safety and quality regulations, including, but not limited to; the
Health and Safety at Work Act, Fire Regulations, Electricity at Work
Regulations, Water Hygiene, Equipment Testing and Calibration regulations
Liaise with contractors to ensure access to
premises where works are required.
Maintain effective records including evidence of
testing, risk assessments and safe working practices.
Investigate and record accidents and incidents.
Report any incidents or accidents in compliance
with RIDDOR.
Performance and Quality
Support the Service Development Manager in the
delivery and performance management of NCPCs Additional services:
Assist with daily monitoring of access targets
and KPIs
Support the Service Development Manager to
deliver the Services to agreed quality standards ensuring that processes and
systems are compliant with external requirements (CQC)
Be responsible for the day-to-day
performance of all staff across the service
Ensure that accurate performance data is
available to aid decision making.
Monitor service performance against national and
local targets
Monitor patient feedback measures including the
Friends and Family test, patient surveys and compliments and complaints.
Manage the local complaints process.
Ensure that significant events are recorded and
actions implemented.
Where appropriate share and or escalate
complaints and significant events.
Liaise with other service providers to ensure
effective care is delivered.
Patient Services
Coordinate patient and stakeholder engagement.
Monitor the effectiveness of Patient services,
using surveys, friends and family tests as a measure of effectiveness.
Respond to patient complaints, in line with the
practice complaints procedure.
Act as the point of referral for patient
queries.
External Relationships
Internal
Relationships
- Work
with the Service Development Manager and Service Delivery Leads in a
matrix structure to support locality and
cross site working to
develop services and support operational delivery.
IT and Digital
Responsibility for computer system, including
maintenance and updates.
Ensure adherence to national and local
Information Governance requirements
Oversight of third party apps and communication
tools.
Act as local administrator for clinical system
Person Specification
Qualifications
Essential
- Diploma level qualification (e.g. HND, NVQ 4/5) or equivalent experience
Desirable
- Degree level qualification or equivalent experience
Experience
Essential
- Extensive experience of supervisory and people management
- Experience of leading process and service development
- Experience of building and maintaining effective working relationships
- Experience of financial monitoring and reporting
- Excellent communication and listening skills
- The ability to manage multiple activities and deadlines
- Strong IT skills
- Strong commitment to the vision and values of NCPC
- Genuine interest in and commitment to the needs of the local community
- Commitment to the development of people and services, as required by NCPC
- Experience of recruitment, discipline and grievance management
Desirable
- Collaborative working
- Experience within a Health or Social care environment
Personal Attributes
Essential
- Sound judgement
- The ability to strike a balance between support and robust challenge
- Integrity and high ethical standards
- Prepared to take difficult decision
- High level of personal resilience
Person Specification
Qualifications
Essential
- Diploma level qualification (e.g. HND, NVQ 4/5) or equivalent experience
Desirable
- Degree level qualification or equivalent experience
Experience
Essential
- Extensive experience of supervisory and people management
- Experience of leading process and service development
- Experience of building and maintaining effective working relationships
- Experience of financial monitoring and reporting
- Excellent communication and listening skills
- The ability to manage multiple activities and deadlines
- Strong IT skills
- Strong commitment to the vision and values of NCPC
- Genuine interest in and commitment to the needs of the local community
- Commitment to the development of people and services, as required by NCPC
- Experience of recruitment, discipline and grievance management
Desirable
- Collaborative working
- Experience within a Health or Social care environment
Personal Attributes
Essential
- Sound judgement
- The ability to strike a balance between support and robust challenge
- Integrity and high ethical standards
- Prepared to take difficult decision
- High level of personal resilience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
