Head of Service Delivery and Quality - IUC

Job summary

The Head of Service Delivery and Quality will be responsible for the effective delivery of Urgent Care Operations in the Integrated Urgent Care (IUC) service and leadership of the operational workforce across the specified contact centres and will ensure the Trust's response to patients is in line with Trust strategy and defined standards of safety and quality. In addition, they will oversee the standards of estate and facilities in the contact centres to ensure a safe and positive environment for all staff, volunteers and service users and will be responsible for ensuring a positive and supportive culture for staff within this busy, complex patient care service.

They will provide senior leadership to the IUC workforce and will ensure the Trust's response to patients is in line with Trust strategy and defined standards of safety and quality. This will include being Senior Responsible Officer for improvement plans and be expected to deliver on key strategies, including: cultural change, rota reviews and embedding an high performance environment. The post holder will also lead on workforce improvement initiatives, including recruitment pipeline trajectories, sickness and turnover target reductions, and equality and diversity standards - ensuring that the right people are in the right place at the right time to deliver the best possible care for patients.

They will be an integral part of the Senior Operations Team and be the subject matter expert in Integrated Urgent Care.

Main duties of the job

• Lead the Integrated Urgent Care (NHS 111) service, including around 1000 staff, managers and clinicians, driving forward our integrated workforce plan, focusing on cultural change and embedding a high performing environment to deliver the best care for patients.
• Hold accountability for service delivery and quality across the service.
• Act as a subject matter expert on the NHS 111 service within the Trust.
• Maintain excellent relationships across the Trust and with NHS system partners, regionally and nationally.
• The postholder will lead all functions within the contact centres including call handling, clinical assessment, audit, governance, outreach (frequent callers) recruitment and training.

About us

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working (including hybrid working).

We are a forward-looking, ambitious organisation committed to being an exemplar within the health services community of the Yorkshire region and nationally.

As an anchor organisation linking the three Integrated Care Systems (ICS) of the Yorkshire Health economy, we set ourselves the highest standards, creating a culture shaped by compassionate leadership, common values, and a shared vision.