Job summary
There are currently four brand new roles available at General Practice level within North Cumbria Primary Care(NCPC) for Service Delivery Leads. These roles are to lead the effective day to day operation of a practice or practices; ensuring that services are delivered safely and effectively. The Service Delivery Leads will work with delegated responsibility, to develop and deliver services within a wider locality (Carlisle, Allerdale, Copeland) footprint. All three roles are based in Workington (x3) or Whitehaven (x1).
Main duties of the job
The ideal candidate will have extensive supervisory and people management experience, the ability to prioritise a high workload and meet deadlines and experience of financial monitoring and reporting. Additionally, it is essential that the candidate has a genuine commitment to the needs of the local community, a high level of personal resilience, operates with integrity and has high ethical standards.
About us
North Cumbria
Primary Care Ltd (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
Role Purpose
The primary role of the Service Delivery Lead is to ensure
the effective day to day operation of a practice or practices; ensuring that services
are delivered safely and effectively. The post holder will work with delegated
responsibility for the non-clinical activity on a practice site and will work
with other Service Delivery Leads across practice sites in a Locality.
The post holder will work with the Locality Lead to ensure
that staff and patients remain safe and services are delivered within delegated
budgets and in adherence to agreed standards, policies and procedures. The first point of call for practice staff,
the Service Delivery Lead will liaise with other colleagues across NCPC sites
to develop solutions to operational challenges and develop effective and
efficient services. The Service Delivery Lead will be expected to provide cover
for other locality Service Delivery Leads if required.
Duties and Responsibilities
People and HR
Is responsible for non-clinical line management
of all practice staff informs recruitment plans, performs appraisals, follows
disciplinary, grievance, performance management policies, identifies training
and development needs, carries out local site inductions.
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 practice,
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
- Drive innovation,
improvement, modernisation and high levels of staff and patient
satisfaction
- Work with the Locality Lead to identify ways of
working across practice sites/in a locality to develop and deliver
effective and efficient services.
- Working alongside the Locality Lead and
operational staff to ensure they 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 NHS 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
Responsibility for the security, repairs, maintenance
and insurance of 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
Ensure that accurate performance data is
available to aid decision making.
Monitor practice performance against national
and local targets, including QoF, QIS, Screening and Immunisation programs,
Enhances Service standards and Prescribing measures.
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.
Liaison 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 Locality Lead and practice sites in a matrix structure to
support the development of cross site working to support operational
delivery.
IT and Digital
Responsibility for computer system, including
maintenance and updates.
Oversight of third party apps and communication
tools.
Ensure adherence with national and local
information governance requirements.
Act as local administrator for clinical system
Job description
Job responsibilities
Role Purpose
The primary role of the Service Delivery Lead is to ensure
the effective day to day operation of a practice or practices; ensuring that services
are delivered safely and effectively. The post holder will work with delegated
responsibility for the non-clinical activity on a practice site and will work
with other Service Delivery Leads across practice sites in a Locality.
The post holder will work with the Locality Lead to ensure
that staff and patients remain safe and services are delivered within delegated
budgets and in adherence to agreed standards, policies and procedures. The first point of call for practice staff,
the Service Delivery Lead will liaise with other colleagues across NCPC sites
to develop solutions to operational challenges and develop effective and
efficient services. The Service Delivery Lead will be expected to provide cover
for other locality Service Delivery Leads if required.
Duties and Responsibilities
People and HR
Is responsible for non-clinical line management
of all practice staff informs recruitment plans, performs appraisals, follows
disciplinary, grievance, performance management policies, identifies training
and development needs, carries out local site inductions.
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 practice,
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
- Drive innovation,
improvement, modernisation and high levels of staff and patient
satisfaction
- Work with the Locality Lead to identify ways of
working across practice sites/in a locality to develop and deliver
effective and efficient services.
- Working alongside the Locality Lead and
operational staff to ensure they 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 NHS 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
Responsibility for the security, repairs, maintenance
and insurance of 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
Ensure that accurate performance data is
available to aid decision making.
Monitor practice performance against national
and local targets, including QoF, QIS, Screening and Immunisation programs,
Enhances Service standards and Prescribing measures.
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.
Liaison 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 Locality Lead and practice sites in a matrix structure to
support the development of cross site working to support operational
delivery.
IT and Digital
Responsibility for computer system, including
maintenance and updates.
Oversight of third party apps and communication
tools.
Ensure adherence with national and local
information governance requirements.
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 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
- Experience of recruitment, discipline and grievance management
- 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
Desirable
- Collaborative working
- Experience of leading process and service development
- 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 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
- Experience of recruitment, discipline and grievance management
- 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
Desirable
- Collaborative working
- Experience of leading process and service development
- 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.
