Digital Transformation Facilitator

Job responsibilities

Introduction

Primary care must be supported to develop the capacity and capabilities required to meet the needs of our local population, including support to adopt new ways of integrated working, working at scale as part of our communities.

Viaduct Care CIC is Stockports GP Federation and represents its 32 local GP Practices. Covering a patient population of circa 320,000, practices are split into 6 Primary Care Networks each serving a population of around 30,000-50,000 patients. Viaduct Care represents the collective voice and interests of its member practices and aims to influence and support the design and delivery of major service and system changes by being a strong and effective partner with other providers. As part of this we want to ensure that capacity, capability and sustainability within general practice is effectively increased so that Stockport is recognised as a great place to work for those already employed within the primary care sector but also attractive for those considering a career in this area.

Job Purpose

We are looking for dedicated change management professionals, who are passionate about making a difference to peoples lives. Being part of the wider Digital First Primary Care Programme (DFPC), as a Digital Transformation Facilitator you will be responsible for supporting primary care workforce colleagues adopt digital tools and technologies to enable the best possible outcomes and experience for patients in Stockport.

This will involve engaging with a range of stakeholders including Neighbourhood Managers, Practice Managers, PCN Managers, GPs and practice staff, locality IT Team, business intelligence, IT support staff and patients/carers.

This role will support practices in making plans optimised use of Digital Access to Primary Care tools (Website, NHS App, Virtual Contacts, Triage, Digital Care Navigation and Support Cloud based Telephony) and workflow (EPR systems, Websites and On-Line consultation tools) for all their Primary Care Networks and practices in the locality. Through business change, project management, improvement action plans, to provide access to training, coaching, empowering local digital champions, sharing training materials, best practices, and direct and indirect training activity.

The DFs support data capture and reporting relating to DFPC adoption on behalf of their Practices and PCNs and Patient engagement for the locality.

You will need to be a primary care professional with digital or change management experience or be a digital change management professional. Some of the key skills and experience you will bring:

Implementation of process change within a primary care setting

Understanding of the NHS Primary Care Agenda

Knowledge of GMS contract and Qualities and Outcomes Framework

Evidence of excellent customer services and approach to service delivery

Engaging and presenting confidently to a diverse audience

Experience of user support, capturing, assessing and responding to workforce user queries, and providing resolutions to problems and referring for follow-up training/advice and guidance if appropriate

Experience of managing complex queries, logging, and answering and resolving in a timely, respectful manner, and escalating where appropriate

Ability to lead group or one to one workforce training sessions

Acquire and develop a specialist and in-depth knowledge of practice clinical systems and technologies (EPR systems, Websites and On-Line Consultation Tools)

Understanding of Data Protection Act and GDPR

Educated to Degree standard or good standard of education with proven relevant experience.

Key Working Relationships

You will report to the IT Support Lead and provide updates to the Associate Director of IM&T Stockport ICB. You will work with practice and PCN operational and clinical staff within the locality.

You will also need to work and liaise with individuals who will be working in the same role in other Greater Manchester localities. You will be part of a Digital First Academy where you will receive information, training and coaching alongside colleagues in local primary care teams. The Digital First Academy is a partnership between, Aqua, Primary Care Provider Board (PCB)/GP Excellence.

As a Digital Transformation Facilitator, you are also part of Greater Manchester system teams, including NHS Greater Manchester Integrated Care and the Digital First Primary Care Programme.

Communication and Engagement

Builds strong working relationships with all primary care staff, patients and all stakeholders to ensure programme and practice information is accurate and up to date.

Engages with local patient forums and links into Local Authority, local community groups, volunteers, social enterprises, and charities that support hard to reach groups and those who aim to improve digital access and adoption

Works directly with the Business Intelligence teams to support and report on successful delivery and performance objectives.

Assists with the development and delivery of internal and external communications and engagement to support Primary Care on their digital transformation journey and to illustrate the delivery in various audiences e.g. workshops, meeting reports, facilitation.

Works autonomously and refer to Informatics manager as necessary.

Communicates effectively at all levels and multidisciplinary Primary Health Care Teams and to foster and promote effective lines of communication within GP practices.

Leads group or one to one workforce training sessions

To work with other Digital Facilitators to share knowledge, experience, and best practices with aim to implement those within the locality.

Analytical and Judgement Skills

Analyses and assesses project and work stream performance, and capacity and demand data and making judgement on a range of facts to see whether changes need to be made to project plans, by analysing and interpreting highly complex facts.

Planning and Organising

As part of the Digital First Programme team, leads the delivery of projects and work packages, to meet project objectives and deliver agreed benefits, utilising the necessary resources and skills.

Plans, develops and maintains an overarching project plan and develops detailed work stream plans to support delivery of the programme and project milestones.

Leads project planning and reporting activities and reports status through formal reports and meetings.

Manages the benefits, risks and dependencies of key issues within specific work stream(s).

Strategy/Policy/Service Development and Implementation

Identifies, manages, and delivers projects/releases to standards set or applied by the NHS to ensure compliance with corporate policies.

Ensures a consistent and joined up approach to the development of the project to which they are assigned.

Identifies potential areas for improvement in current methodologies and provides coaching to practice and PCN.

Implement policies and proposes changes to own work area and practices

Responsibilities for physical and financial resources

Provides update and reporting progress appropriately to assure the organisation on progress, monitoring, safety, and outcomes to inform decision-making

Leadership/Management and Human Resource Management

Leads and motivates project co-ordinators and other support staff, including staff working on assignments and technical and specialist resources.

Where appropriate delegates project work to support staff and ensures that this is completed as necessary within the agreed timescales.

Negotiates resource requirements and resolves conflicts to obtain resources when they are required in line with the project plan and approved funding.

Assesses resource capacity in solving problems and presents a range of options when identifying solutions.

Information Resources

Actively manages the internal and external linkages and inter-dependencies, e.g. political or legislative change, structural or organisational plans etc., across programmes and/or projects, and incorporating any changes into the plan considering a range of options

Supports and leads the development of business cases and blueprints; co-ordinates business requirements and business process mapping; supports and/or manages the process of technical design, build, test & assurance within agreed parameters of cost, timescales and quality

Manages and maintains a range of complex project and implantation plans, spreadsheets and databases

Manages the relevant Asset register and work with practices to support them in this respect.

Supports the practice in increasing usage of its digital technologies (Online Consultations, Text messages, Website, and various practice IT systems) providing monthly usage reports obtained from suppliers and practices.

Designs a range of information resources to include process maps, data flows, data sharing agreements, training material for practices.

Becomes an EMIS super user and other digital initiatives being used by the practice with advanced knowledge of the system to be able to support practices with queries.

Freedom to Act

The post holder is guided by precedent; works within the constraints of terms and conditions of service, policies and procedures.

The job description and person specification are an outline of the main tasks, responsibilities and requirements of the role. The post holder will carry out any other duties as may reasonably be required by their line manager commensurate with the band of the post. The job description and person specification may be reviewed on an on-going basis in accordance with the changing needs of the organisation.

Qualifications

Essential

• Educated to Degree standard (or equivalent) or good standard of education with proven relevant experience.
• European Computer Driving License (ECDL) (or equivalent) or other relevant IT qualifications

Other

Essential

• Understanding of and commitment to the principles, practices and promotion of equality and diversity
• Standard keyboard skills
• Frequent requirement for prolonged concentration when preparing senior management project reports including business case, start up to project closure
• Frequent interruptions due to calls and queries from staff
• Performs rigorous checks on any documentation and subsequent senior management reports/documents created as a result, as information quality and appropriate content is crucial
• Occasionally may be required to relay the implementation of organisation change or escalating issues to an external provider
• Is occasionally the escalation point for complex project issues including supplier performance, variances to tolerances and project performance.
• Occasionally resolves conflicts and negotiations with internal and external senior groups.
• Occasionally resolves contractual variances or obligations from suppliers on a frequent basis
• Working Conditions:
• The post holder will be working in office conditions.
• Frequent requirement to use road transportation to meetings etc.
• May require working across neighbouring localities.

Experience

Essential

• Experience of working in a professional environment
• Experience of using high level IT functionality
• (clinical systems and technologies, EPR systems, Websites and On-Line Consultation Tools)
• Experience of user support, recording, assessing and responding to user queries, and providing resolutions to problems and referring for follow-up training/advice and guidance if appropriate
• Proven track record of working part of a team
• Experience of working under pressure particularly with end-users at all levels of seniority
• Evidence of excellent customer services and approach to service delivery
• Experience of managing complex queries, logging, answering and resolving in a timely, respectful manner, escalating when appropriate
• Knowledge of GMS contract and Qualities and Outcomes Framework.
• Understanding of Data Protection Act and GDPR
• Implementation of process change within a primary care setting
• Ability to lead group or one-to-one training sessions
• Presenting confidently to a diverse audience
• Experience of and ability to recognise and respond appropriately to risk and safeguarding concerns.

Desirable

• Knowledge of GP clinical information systems (practice IT system, Online Consultations) and clinical coding
• Experience of training adults
• Understanding of clinical audit
• Understanding of the NHS Primary Care Agenda
• Experience of facilitating relationships between the public and organisations as well as between practices and different teams within the organisation