Job summary
Post: Quality Support Manager, Primary and Community Mental
Health
Hours: 26.5hrs per wk
Recruiting Manager: Joanna Burton, PCMH Quality Lead
Do you consider
yourself a support manager or aspiring manager who would like to make a
difference to the experience of colleagues and service users and with a
willingness and enthusiasm to build a new role that has quality at its core?
My name is Joanna
Burton, Quality Lead for Primary and Community Mental Health (PCMH) which is an
exciting and innovative partnership between, Primary Care Sheffield, SHSC NHS
Foundation Trust & Mind.
We are seeking to
recruit a new colleague who will join us in this recently established post, working across PCMH to support the
delivery of our place-based community mental health service, helping us to
offer the right intervention at the right time and in the right place. We are
looking for a compassionate, kind and values-based person with a strong
commitment to quality improvement & who is committed to helping us to
deliver safe and effective care that is responsive to people's feedback and
experience. You will be working closely with PCMH colleagues and have direct
contact and communication with the people who use or have used our service, so
we are looking to recruit someone who can be sensitive to peoples needs, make
decisions and identify where we need to change and adapt the way we do things. Experience
in quality assurance, audit and/or service improvement will be very much
welcomed.
Main duties of the job
The post is a
part-time post (0.7 WTE) and offered at 26.5hrs per week. The working pattern
will be agreed at appointment, so that it meets the needs of the successful
applicant and the service.
If you are unsure
of any potential financial impact of working part-time you may wish to check
out the following link: www.gov.uk/benefits-calculator
You will be offered
support & supervision, opportunities for professional development & the
space to lead the ongoing design & creation of this exciting post. The post
will be partly working from home and/or at team sites and partly from the PCS
base.
If you would like to know more about the post and talk
about what you feel you could offer if successful, then please contact Joanna
Burton, PCMH Quality Lead on joannaburton@nhs.net or
via 0114 2264526 (where a colleague will take a message).
About us
As an employee of Primary Care Sheffield you will be
committed to PCSs organisational values:
Openness: ensuring transparency sharing
knowledge and welcoming feedback
Person Centred: Being empathic and understanding
of the individual
Innovative: Embracing change and
inquisitive of new solutions
Ambitious: Working towards the best for
Sheffield and its people
Empowering: Actively
engaging staff, our population and partner organisations in improving the
health and wellbeing of Sheffield people.
Primary Care Sheffield (PCS) is a
GP-led organisation. Our shareholders are 75 GP practices in Sheffield covering
over half a million patients. As well as providing a unified voice for general
practice in the city, we play an active role both within our Accountable Care
Partnership (ACP) and the wider South Yorkshire Integrated Care System (ICS).
Primary Care Mental Health (PCMH)
is a partnership between Primary Care Sheffield, Sheffield Health and Social
Care Trust and MIND and is a PCN based mental health assessment and treatment
service that provides interventions for people with serious mental illness.
We aim to deliver a safe,
effective, responsive, caring and well-led service and as a team work to ensure
we have the evidence to demonstrate this. This incorporates the use of audit, service improvement
measures, patient involvement and lived experience and learning from incidents
and feedback.
Job description
Job responsibilities
Job Description and Person Specification
Job Title:
Quality Support Manager
Responsible to:
PCMH Quality Lead
Hours/term:
Base Location:
Salary/Pay Band:
Contract Type:
26.5 hours per week
28 Kenwood Park Rd, Sheffield, S7 1NF
Band D
Permanent
Organisational Values
As an employee of Primary Care Sheffield you will be committed to PCSs organisational values:
Openness: ensuring transparency sharing knowledge and welcoming feedback
Person Centred: Being empathic and understanding of the individual
Innovative: Embracing change and inquisitive of new solutions
Ambitious: Working towards the best for Sheffield and its people
Empowering: Actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people.
Job Summary
Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are 75 GP practices in Sheffield covering over half a million patients. As well as providing a unified voice for general practice in the city, we play an active role both within our Accountable Care Partnership (ACP) and the wider South Yorkshire Integrated Care System (ICS).
Primary Care Mental Health (PCMH) is a partnership between Primary Care Sheffield, Sheffield Health and Social Care Trust and MIND and is a PCN based mental health assessment and treatment service that provides interventions for people with serious mental illness.
We aim to deliver a safe, effective, responsive, caring and well-led service and as a team work to ensure we have the evidence to demonstrate this. This incorporates the use of audit, service improvement measures, patient involvement and lived experience and learning from incidents and feedback.
The role of Quality Support Manger provides support and leadership, in order to ensure we meet our objectives and are able to analyse and learn from feedback and improvement.
You will be a key member of the management team working alongside managerial and clinical leads to ensure consistently high standards of service are delivered and leading the provision of a high quality front line patient experience.
Main Duties and Responsibilities
To provide management support to the Quality Lead and direct reports to ensure people are supported to perform their roles to enable them to make a significant contribution to individual and team performance.
To provide line management support and mentorship of staff working primarily within the PCMH Quality portfolio.
To be a key member of the management team working alongside managerial and clinical leads to ensure consistent high standards of service are delivered.
To ensure that the administrative functioning of the service provided to staff, service users and key stakeholders is maintained to a high standard.
You will work with the management team to support the governance of the service including producing information for performance management purposes and the on-going monitoring and delivery of key performance areas.
This post involves significant organisational tasks, effective team working and a high level of communication, analytical skills and the ability to prioritise competing tasks.
Principal Duties
- To support the Quality Lead in the day to day management of the Quality portfolio. Responsible for the co-ordination of essential document reviews, ensuring audit is completed in line with the agreed schedule, that learning from feedback and service evaluation is analysed and fedback through established channels and action plans developed with those people concerned.
- Supervision/line management of identified staff, retaining appropriate documentation in the HR file. This will include all aspects of HR processes including addressing minor disciplinary/performance issues and undertake any investigations as necessary.
- Ensure safe and robust IT systems are in place and support the service in the development of IT, information and the Clinical System, including responsibility for key pieces of admin work relating to performance.
- Attend key meetings representing and advocating on behalf of the Quality Lead and/or PCMH colleagues.
Provide leadership to our team ensuring we build and maintain a competent and highly-motivated workforce. Devise and implement effective internal and external comms to support staff, service providers and service users.
- To support the recruitment, induction, training and supervision of identified staff. To produce Job descriptions, person specifications for identified staff in consultation with the Quality Lead.
- To ensure written procedures for operational and clinical aspects of the service are regularly updated.
- Implement systems for improving quality of patient experience including making direct contact with patients and/or colleagues to resolve/handle complaints effectively.
- To contribute to developing a positive working environment and welcoming service with other team members and those joining or experiencing PCMH services.
- To work within and adhere to human resources policies and procedures.
- To support operational/administrative colleagues to ensure accurate records are kept of all staff absences including clinical sickness/annual leave/training etc and to ensure cover is provided during absences to maintain an efficient and effective service to patients.
- Organise, co-ordinate & participate in meetings, events, workshops, training events and service planning discussions as necessary.
- Developing protocols and ensuring robust policies and procedures are in place which fit with PCS/PCMH policies and procedures.
- To support operational/administrative colleagues as a Clinical System administrator responsible for the induction and set up of new users, system maintenance and back-up procedures.
- To take the lead in relation to specific development projects and to ensure effective and robust project management.
- Establish and maintain effective communication networks within and across PCMH.
- Production of documents and reports for management purposes including analysis of data and feedback and working with the Quality Lead to identify how data and feedback can help to improve service delivery, taking actions as required.
- To project manage as and when required.
- Support to respond in a timely and appropriate manner to verbal and written complaints about the service in line with PCS Policy. Record using appropriate methods ensuring that PCS complaints procedure is implemented efficiently and sensitively and escalate as required.
- Ensures a high standard of confidentiality and respect in all office communications whether face-to-face, over the phone or by email.
- To work flexibly and with initiative to meet the needs of the department.
- Works within professional directorate and service guidelines, ensuring provision of efficient management/administrative service and office systems for all aspects of the service.
General
The post holder will:
Be responsible for identifying their own continuing personal development in line with PCS/PCMH policies including attending regular 121 supervision with line manager.
To partake in an annual PDR and regular quarterly reviews with line manager.
To undertake any other duties as may reasonably be delegated to the grade and function of the post.
Job description
Job responsibilities
Job Description and Person Specification
Job Title:
Quality Support Manager
Responsible to:
PCMH Quality Lead
Hours/term:
Base Location:
Salary/Pay Band:
Contract Type:
26.5 hours per week
28 Kenwood Park Rd, Sheffield, S7 1NF
Band D
Permanent
Organisational Values
As an employee of Primary Care Sheffield you will be committed to PCSs organisational values:
Openness: ensuring transparency sharing knowledge and welcoming feedback
Person Centred: Being empathic and understanding of the individual
Innovative: Embracing change and inquisitive of new solutions
Ambitious: Working towards the best for Sheffield and its people
Empowering: Actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people.
Job Summary
Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are 75 GP practices in Sheffield covering over half a million patients. As well as providing a unified voice for general practice in the city, we play an active role both within our Accountable Care Partnership (ACP) and the wider South Yorkshire Integrated Care System (ICS).
Primary Care Mental Health (PCMH) is a partnership between Primary Care Sheffield, Sheffield Health and Social Care Trust and MIND and is a PCN based mental health assessment and treatment service that provides interventions for people with serious mental illness.
We aim to deliver a safe, effective, responsive, caring and well-led service and as a team work to ensure we have the evidence to demonstrate this. This incorporates the use of audit, service improvement measures, patient involvement and lived experience and learning from incidents and feedback.
The role of Quality Support Manger provides support and leadership, in order to ensure we meet our objectives and are able to analyse and learn from feedback and improvement.
You will be a key member of the management team working alongside managerial and clinical leads to ensure consistently high standards of service are delivered and leading the provision of a high quality front line patient experience.
Main Duties and Responsibilities
To provide management support to the Quality Lead and direct reports to ensure people are supported to perform their roles to enable them to make a significant contribution to individual and team performance.
To provide line management support and mentorship of staff working primarily within the PCMH Quality portfolio.
To be a key member of the management team working alongside managerial and clinical leads to ensure consistent high standards of service are delivered.
To ensure that the administrative functioning of the service provided to staff, service users and key stakeholders is maintained to a high standard.
You will work with the management team to support the governance of the service including producing information for performance management purposes and the on-going monitoring and delivery of key performance areas.
This post involves significant organisational tasks, effective team working and a high level of communication, analytical skills and the ability to prioritise competing tasks.
Principal Duties
- To support the Quality Lead in the day to day management of the Quality portfolio. Responsible for the co-ordination of essential document reviews, ensuring audit is completed in line with the agreed schedule, that learning from feedback and service evaluation is analysed and fedback through established channels and action plans developed with those people concerned.
- Supervision/line management of identified staff, retaining appropriate documentation in the HR file. This will include all aspects of HR processes including addressing minor disciplinary/performance issues and undertake any investigations as necessary.
- Ensure safe and robust IT systems are in place and support the service in the development of IT, information and the Clinical System, including responsibility for key pieces of admin work relating to performance.
- Attend key meetings representing and advocating on behalf of the Quality Lead and/or PCMH colleagues.
Provide leadership to our team ensuring we build and maintain a competent and highly-motivated workforce. Devise and implement effective internal and external comms to support staff, service providers and service users.
- To support the recruitment, induction, training and supervision of identified staff. To produce Job descriptions, person specifications for identified staff in consultation with the Quality Lead.
- To ensure written procedures for operational and clinical aspects of the service are regularly updated.
- Implement systems for improving quality of patient experience including making direct contact with patients and/or colleagues to resolve/handle complaints effectively.
- To contribute to developing a positive working environment and welcoming service with other team members and those joining or experiencing PCMH services.
- To work within and adhere to human resources policies and procedures.
- To support operational/administrative colleagues to ensure accurate records are kept of all staff absences including clinical sickness/annual leave/training etc and to ensure cover is provided during absences to maintain an efficient and effective service to patients.
- Organise, co-ordinate & participate in meetings, events, workshops, training events and service planning discussions as necessary.
- Developing protocols and ensuring robust policies and procedures are in place which fit with PCS/PCMH policies and procedures.
- To support operational/administrative colleagues as a Clinical System administrator responsible for the induction and set up of new users, system maintenance and back-up procedures.
- To take the lead in relation to specific development projects and to ensure effective and robust project management.
- Establish and maintain effective communication networks within and across PCMH.
- Production of documents and reports for management purposes including analysis of data and feedback and working with the Quality Lead to identify how data and feedback can help to improve service delivery, taking actions as required.
- To project manage as and when required.
- Support to respond in a timely and appropriate manner to verbal and written complaints about the service in line with PCS Policy. Record using appropriate methods ensuring that PCS complaints procedure is implemented efficiently and sensitively and escalate as required.
- Ensures a high standard of confidentiality and respect in all office communications whether face-to-face, over the phone or by email.
- To work flexibly and with initiative to meet the needs of the department.
- Works within professional directorate and service guidelines, ensuring provision of efficient management/administrative service and office systems for all aspects of the service.
General
The post holder will:
Be responsible for identifying their own continuing personal development in line with PCS/PCMH policies including attending regular 121 supervision with line manager.
To partake in an annual PDR and regular quarterly reviews with line manager.
To undertake any other duties as may reasonably be delegated to the grade and function of the post.
Person Specification
Skills and Competencies
Essential
- Ability to manage difficult conversations
- Able to make decisions quickly with confidence
- Ability to deal with competing time pressures, whilst ensuring priorities are achieved
- Honesty and openness in communicating with colleagues.
- Calmness, flexibility and adaptability.
- A systematic, methodical and sensitive approach to problem solving, taking into account diverse viewpoints.
- Commitment to continuous professional development.
- Honesty and openness in communicating with colleagues.
- Transparency.
- Willingness to learn from colleagues.
Attributes
Essential
- Flexible in approach to work
- Trustworthy and open
- Flexible
- Adaptable
Qualifications
Essential
- Call handling and/or administrative experience
- Leadership experience
- Management qualification (level 5 or above)or Significant experience as a line manager
Desirable
- Experience of working in a Healthcare environment
Knowledge and Understanding
Essential
- Understanding and knowledge of Primary Care and NHS
- Strong people management and leadership skills.
- Strong HR experience
Desirable
- System One knowledge
- Knowledge of NHS complaints handling procedures
Person Specification
Skills and Competencies
Essential
- Ability to manage difficult conversations
- Able to make decisions quickly with confidence
- Ability to deal with competing time pressures, whilst ensuring priorities are achieved
- Honesty and openness in communicating with colleagues.
- Calmness, flexibility and adaptability.
- A systematic, methodical and sensitive approach to problem solving, taking into account diverse viewpoints.
- Commitment to continuous professional development.
- Honesty and openness in communicating with colleagues.
- Transparency.
- Willingness to learn from colleagues.
Attributes
Essential
- Flexible in approach to work
- Trustworthy and open
- Flexible
- Adaptable
Qualifications
Essential
- Call handling and/or administrative experience
- Leadership experience
- Management qualification (level 5 or above)or Significant experience as a line manager
Desirable
- Experience of working in a Healthcare environment
Knowledge and Understanding
Essential
- Understanding and knowledge of Primary Care and NHS
- Strong people management and leadership skills.
- Strong HR experience
Desirable
- System One knowledge
- Knowledge of NHS complaints handling procedures
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
