Service Lead - Urology Services

Job description

Job responsibilities

Role Specific

With, and supported by the Head of Operations ensure effective operational service delivery for urology, understanding and reviewing patient pathways across different ICBs, with a focus on high quality safe patient care.

Attend daily morning briefs / other operational meetings giving an update on urology services, both immediate and over the coming days / weeks, highlighting risks and mitigations.

Ensure records are maintained and activity is collected in a timely and effective way. Identify and implement improvements in information recording and reporting processes in line with quality, performance indicators and GDPR.

Demand and capacity modelling, ensuring sufficient clinics are provided to maintain minimal waiting times for patients, achievement of access and activity KPIs and controlled management of service waiting lists to optimum levels. Escalating any variances to Head of Operations and Directors.

Working with the performance team, monitor and manage performance against KPIs and agreed standards, mitigating risks / issues and ensuring effective escalation of issues where required. Present service performance updates to the relevant Committees.

Act as principal contact for queries in relation to urology services in liaison with appropriate clinical staff, escalating as required.

With the Head of Operations and Director support, represent the urology service at scheduled Contract Review Meetings (CRMs) with NHS Commissioners.

Identification and management of risks / issues within urology services. Working with the Head of Patient Safety and Quality Improvement (PSQI) in the management of incidents / issues / complaints and concerns, including implementing any changes informed by lessons learnt.

Proactively encourage and review patient feedback, identifying areas of good practice and areas for further development or improvement

Sub-contractor liaison and management, including leading regular review meetings.

Review existing patient and administrative pathways and update as appropriate, ensuring collaborative working and clear communication with all stakeholders.

Work closely with logistics team, patient support team (PST), clinical and service leads on the wider service delivery and development, on a daily and forward planning basis, considering innovations, efficiencies, environmental sustainability and safety.

Undertake and support clinical and operational audit / appropriate data analysis, providing interpretation to inform service improvements.

Budgetary management, including engagement in annual budget setting and regular forecasting of activity.

With support from clinical leads undertake clinic visits and premises reviews, including identifying new locations to meet service demand. Undertake risk assessments and provide premises management to ensure the ongoing safe delivery of clinical operations.

Maintain an understanding of systems used in urology service delivery, identifying and implementing improvements including innovative use of IT systems.

Proactive involvement in defining workforce requirements to support service delivery and involvement in recruitment and retention.

Play an active role in relevant service improvement, research and projects and contribute to the wider project agenda.

Provide effective leadership across urology services and the wider team, maintaining morale and motivation.

Proactive engagement in GP Cares Leadership Forum to support personal development and contribute to colleagues' leadership development and peer support.

Contribute to growth of services in line with GP Cares strategic aims.

Governance

Work closely with the Head of PSQI and Head of Operations to develop and maintain the governance plan and service annual reports ensuring compliance with CQC requirements.

Work with clinical sub-contractors to ensure compliance with safer recruitment, induction and mandatory and statutory training requirements.

Maintain and handle patient records, in line with Information Governance requirements.

With guidance from the Head of PSQI, report, investigate and respond to any incidents or complaints and undertake risk assessments, maintaining a live risk register for the service.

Facilitate Patient and Public Involvement in improving and developing our services.

Attend service and governance meetings as required.

Communication

Maintain effective communications and relationships with internal and external stakeholders e.g. patients and carers, clinical sub-contractors, GP practice and hospital staff and other service leads.

Maintain a friendly, helpful, confident, and professional manner at all times.

Promote staff engagement and communication at all levels.

Assist with training and support for staff as required.

Other

Role model leadership that upholds the values of GP Care and promotes a professional working environment and culture of respect and trust.

Provide a level of cross cover for other service leads if required.

Undertake specific project work, as required e.g. development of new services, responsibility for a specialist area e.g. patient involvement, health & safety.

To perform such other tasks as may reasonably be expected to fulfil the duties for which you are employed.

Attend regular supervision and development meetings with your line manager and engage in appraisal processes identifying areas of personal and professional development.

Person Specification

Qualifications

Essential

• English and Mathematics GCSE or A Level or Equivalent
• Evidence of on-going personal development

Desirable

• Project Management Qualification
• Educated to degree level or equivalent experience

Personal qualities and behaviours

Essential

• Willingness to assume responsibility and confident in decision making
• Patient or customer focused
• Adapt and operate flexibly in an environment where everyone pulls together to meet deadlines
• Resilience and ability to ask for help
• Ability to perform under pressure

Desirable

• Supportive coaching approach

Other factors

Essential

• Current driving licence - to include access to a car with appropriate business insurance cover
• Prepared to travel and to occasionally work out of hours as work demands
• Strong commitment and high levels of integrity
• Subject to enhanced DBS

Skills

Essential

• Can demonstrate ability to confidently and professionally work with clinicians in a healthcare environment and the ability to recognise when to seek professional advice
• Proven negotiation and influencing skills
• Demonstrates a proactive approach to data analysis and service delivery
• The ability to prioritise and reprioritise workload at short notice
• Excellent spoken and written communication skills with ability to adapt communication style to differing audiences
• Good organisational abilities with appropriate delegation, works autonomously with attention to detail
• Ability to remain calm and confident under pressure
• IT literacy in Microsoft applications

Desirable

• Ability to multi-task, managing own workload, often with conflicting pressures and within specified timescales
• Quality improvement process experience
• Presentation skills or experience

Experience

Essential

• Knowledge of administrative processes and/or project/management
• Ability to analyse and manipulate data
• Report writing
• Demonstratable experience of meeting KPIs or targets
• Demonstratable experience of working in a customer driven service
• Experience of working in a busy, complex environment

Desirable

• A working knowledge of the healthcare industry, particularly the NHS
• Experience in clinical pathway coordination
• Knowledge of patient administration systems and confidentiality legislation
• Experience using healthcare IT systems e.g. EMIS, E-referral or other transferable experience
• Line management experience

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.

Employer details

Employer name

GP Care UK Limited

Address

GP Care UK Limited

160 Aztec West

Bristol

BS32 4TU

Employer's website

https://www.gpcare.org.uk (Opens in a new tab)