Job summary
SDHC's purpose is to help people live well and die well. Typically NHS organisations do this by providing a range of different services that can default to assessing, diagnosing and treating individuals (or their conditions). This can lead to us missing the strengths and capabilities of people and communities by focusing on illness and disease, rather than what matters to them in their life.
The role is about ensuring what really matters, matters around here and that the services we provide and develop really do make a difference. If we are to design responses that get to the heart of what matters to people, it means placing as much emphasis on stories as we do facts; communities as much as services and organisations; support as much as interventions; planning ahead as much as reacting to problems.
SDHC runs various services including Improved Access pharmacy, paramedics, care coordinators, care home support and COVID-19 vaccinations and the organisation continues to grow at pace.
You will positively contribute to creating an environment of shared sense-making where everyone is enabled to challenge that we are doing the right things, in the right way, at the right pace. The environment should have a strong adult learning ethos where employees are (and feel) valued and respected; where autonomous and self-directed reflective learning is the norm. The aim; employees are motivated through purposeful work and relevant task-orientated training coupled with high levels of feedback
Main duties of the job
Working as part of a team this role involves; administrative support for all SDHC clinical services to ensure professional operational standards and excellence in patient care and safety are maintained; face-to-face reception to provide shift cover in sites across East Sussex; and other 'back office' functions to be agreed with EHS&B practices.
Critical to the success of the services will be the need to engage and work with practices and clinicians across Eastbourne, Hailsham, Seaford (and Bexhill for IAS) to ensure that the service aligns with their needs and that of their registered populations. The role will require travel to other sites including sometimes at short notice to resolve operational or staffing problems. SDHC operational hours are 07:45 - 21:00 seven days a week.
About us
SDHC GP Federation is a company limited by shares, established as a member organisation in service to the 19 GP practices and the 200,000 patients they cover in Eastbourne, Hailsham and Seaford area.
What matters to us is that we work in a way that is centred on the people we help, creating solutions with people that are effective, efficient, sustainable at scale and patient centred. For our member practices we will be judged successful if we reduce the burden of their workload, maximise income opportunities, minimise risk and liabilities and improve patient experience and outcomes.
We want to work in a way that makes a positive difference in the lives of the people we serve. We want to make 'What matters?' (to people) matter in our organisation.
To do this we apply a set of practices and principles for our work together; sharing information; being open about the problems we are seeking to solve; understanding the cause of these problems might not be as they first appear; and supporting ourselves and others.
We want to be a learning organisation that isn't reliant on hierarchical power for decision making and is continuously making improvements. You will enjoy working here if you are prepared to:
- Open up
- Take ownership and responsibility
- Feel supported and enabled
- Identify the reasons things work as they do and be willing to make changes if necessary avoiding blame in the process
- Actively work as part of a self-managed team
Job description
Job responsibilities
Working as part of a team this role involves; administrative support for all SDHC clinical services to ensure professional operational standards and excellence in patient care and safety are maintained; face-to-face reception to provide shift cover in sites across East Sussex; and other back office functions to be agreed with EHS&B practices.
Critical to the success of the services will be the need to engage and work with practices and clinicians across Eastbourne, Hailsham, Seaford (and Bexhill for IAS) to ensure that the service aligns with their needs and that of their registered populations. The role will require travel to other sites including sometimes at short notice to resolve operational or staffing problems. SDHC operational hours are 07:45 21:00 seven days a week.
DETAILED JOB DESCRIPTION AND MAIN RESPONSIBILITES
Principal Duties and Responsibilities
Rota Support
- Organising the staffing rotas for platform staff ensuring there are adequate staffing levels 7 days a week, 365 days a year as per operational guidelines
- Managing staff enquiries regarding shifts
- Sending regular reminders to all staff of the shifts and other routine tasks to mitigate last minute cancellations
- Ensuring any issues with staffing the rota are escalated to the wider SDHC team
Operational
- Assisting with the training and site inductions for all new staff as required
- Support the Hub Coach to ensure all new staff added to the platform rota are compliant with statutory requirements and that the service holds the necessary documentation as per set guidelines
- Help to maintain the platform staff database with details and paperwork for all staff and escalate any issues with staff compliance to the Hub Coach
- Arrange new platform staff access to practices' clinical systems
- Undertake crosschecks across the service to ensure patient safety and service quality is being maintained as per protocols
- Daily monitoring of the email inboxes & follow up any issues raised by patients or staff highlighting any concerns
- Support patient and staff queries; and the services complaints and incidents procedures
Project Support
- Co-ordinate, attend and/or facilitate meetings, and transcribe any minutes and notes as required
- Other project related assistance as required by the organisation. This may include providing cross cover to supporting other services that SDHC delivers or may deliver including, but not limited to, clinical correspondence, pharmacy, pathology and paramedics
Hub Reception Support
- Cover the reception desk when required during shift times and present a professional and courteous image to all service users, visitors and staff
- Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival
- Communicate courteously and politely at all times when dealing with enquiries
- Use of computer and paper based systems to perform administrative functions in order to support the administration of service provision in accordance with agreed standard processes and procedures, within agreed timeframes.
- Ensure the accuracy and quality of data recorded
- Support the smooth and safe operation of the Hampden Park site including stock checking
- Undertake other service related duties, such as support with booking, cancelling and rescheduling of clinics; making referrals and, as required, support with practice tasks and other duties that avoids any additional workload passing back to practices from this service
Operational Performance
- Work collaboratively to help develop and promote a positive working culture, including involvement in developing, improving and promoting the service
- Ensure adherence to efficient administrative processes within the service
- To work within services that attain high standards for access, quality, safety and patient engagement achieved through organisationally agreed objectives and goals.
Administration Support
- Provide administration support to senior team members as required. This may involve a mixture of regular and ad hoc tasks.
Personal Contribution
We want to create an environment where everyone finds it easy to both do the work and improve the work. We want to break down traditional hierarchies and trust staff to do what is required through self-organising teams. For this to be successful you will:
- Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a culture of constantly seeking to refine and improve the service and learn together
- Engage with patients, internal and external stakeholders
- Engage with users of the service to understand peoples experience of the service and to measure levels of satisfaction
- Be responsible for maintaining a record of own personal and/or professional development
- Be responsible for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality
- Alert Hub Coach to any issues compromising the quality of projects and operational workstreams
- Effectively manage own time, workload and resources
- Work within risk management and health and safety policies and procedures within GP practices and other providers
- Adhere to a robust process for recording learning events, complaints, accidents and significant events
- To provide administrative support to assist with the development and management of any changes or new processes and systems that need implementing.
To carry out any other appropriate duties as determined by the organisation.
Job description
Job responsibilities
Working as part of a team this role involves; administrative support for all SDHC clinical services to ensure professional operational standards and excellence in patient care and safety are maintained; face-to-face reception to provide shift cover in sites across East Sussex; and other back office functions to be agreed with EHS&B practices.
Critical to the success of the services will be the need to engage and work with practices and clinicians across Eastbourne, Hailsham, Seaford (and Bexhill for IAS) to ensure that the service aligns with their needs and that of their registered populations. The role will require travel to other sites including sometimes at short notice to resolve operational or staffing problems. SDHC operational hours are 07:45 21:00 seven days a week.
DETAILED JOB DESCRIPTION AND MAIN RESPONSIBILITES
Principal Duties and Responsibilities
Rota Support
- Organising the staffing rotas for platform staff ensuring there are adequate staffing levels 7 days a week, 365 days a year as per operational guidelines
- Managing staff enquiries regarding shifts
- Sending regular reminders to all staff of the shifts and other routine tasks to mitigate last minute cancellations
- Ensuring any issues with staffing the rota are escalated to the wider SDHC team
Operational
- Assisting with the training and site inductions for all new staff as required
- Support the Hub Coach to ensure all new staff added to the platform rota are compliant with statutory requirements and that the service holds the necessary documentation as per set guidelines
- Help to maintain the platform staff database with details and paperwork for all staff and escalate any issues with staff compliance to the Hub Coach
- Arrange new platform staff access to practices' clinical systems
- Undertake crosschecks across the service to ensure patient safety and service quality is being maintained as per protocols
- Daily monitoring of the email inboxes & follow up any issues raised by patients or staff highlighting any concerns
- Support patient and staff queries; and the services complaints and incidents procedures
Project Support
- Co-ordinate, attend and/or facilitate meetings, and transcribe any minutes and notes as required
- Other project related assistance as required by the organisation. This may include providing cross cover to supporting other services that SDHC delivers or may deliver including, but not limited to, clinical correspondence, pharmacy, pathology and paramedics
Hub Reception Support
- Cover the reception desk when required during shift times and present a professional and courteous image to all service users, visitors and staff
- Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival
- Communicate courteously and politely at all times when dealing with enquiries
- Use of computer and paper based systems to perform administrative functions in order to support the administration of service provision in accordance with agreed standard processes and procedures, within agreed timeframes.
- Ensure the accuracy and quality of data recorded
- Support the smooth and safe operation of the Hampden Park site including stock checking
- Undertake other service related duties, such as support with booking, cancelling and rescheduling of clinics; making referrals and, as required, support with practice tasks and other duties that avoids any additional workload passing back to practices from this service
Operational Performance
- Work collaboratively to help develop and promote a positive working culture, including involvement in developing, improving and promoting the service
- Ensure adherence to efficient administrative processes within the service
- To work within services that attain high standards for access, quality, safety and patient engagement achieved through organisationally agreed objectives and goals.
Administration Support
- Provide administration support to senior team members as required. This may involve a mixture of regular and ad hoc tasks.
Personal Contribution
We want to create an environment where everyone finds it easy to both do the work and improve the work. We want to break down traditional hierarchies and trust staff to do what is required through self-organising teams. For this to be successful you will:
- Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a culture of constantly seeking to refine and improve the service and learn together
- Engage with patients, internal and external stakeholders
- Engage with users of the service to understand peoples experience of the service and to measure levels of satisfaction
- Be responsible for maintaining a record of own personal and/or professional development
- Be responsible for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality
- Alert Hub Coach to any issues compromising the quality of projects and operational workstreams
- Effectively manage own time, workload and resources
- Work within risk management and health and safety policies and procedures within GP practices and other providers
- Adhere to a robust process for recording learning events, complaints, accidents and significant events
- To provide administrative support to assist with the development and management of any changes or new processes and systems that need implementing.
To carry out any other appropriate duties as determined by the organisation.
Person Specification
Qualifications
Essential
- Educated to GCSE standard or equivalent including English
Desirable
- Recognised qualification in the use of computer software e.g. Microsoft Word, Excel Access, ECDL
- Basic Life Support training
Experience & Job-related Knowledge
Essential
- Experience of prioritising work and meeting deadlines
- Understanding of office systems such as diary management, rota management, bring forward systems, computer filing systems.
- Able to communicate effectively and professionally both face to face and on the telephone with people at all levels
Desirable
- Can demonstrate understanding of Information Governance, Patient Confidentiality and Data Protection requirements
- Able to anticipate barriers and issues and take action to mitigate risks
- Experience of using electronic systems/databases to ensure efficient management of processes
Person Specification
Qualifications
Essential
- Educated to GCSE standard or equivalent including English
Desirable
- Recognised qualification in the use of computer software e.g. Microsoft Word, Excel Access, ECDL
- Basic Life Support training
Experience & Job-related Knowledge
Essential
- Experience of prioritising work and meeting deadlines
- Understanding of office systems such as diary management, rota management, bring forward systems, computer filing systems.
- Able to communicate effectively and professionally both face to face and on the telephone with people at all levels
Desirable
- Can demonstrate understanding of Information Governance, Patient Confidentiality and Data Protection requirements
- Able to anticipate barriers and issues and take action to mitigate risks
- Experience of using electronic systems/databases to ensure efficient management of processes
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.
