Job responsibilities
Service Delivery Day to Day Operations:
• Ensuring all levels of consumables, stock, drugs (including controlled drugs where indicated), are maintained. Including ensuring clinical rooms are appropriately stocked with the required documentation available.
• Ensure IMT issues are dealt with promptly and do not impact on service delivery
• Be the day-to-day contact for frontline staff, including Receptionist, Drivers, Care Coordination, Shift Managers and Clinical teams
Patient Engagement/Satisfaction:
• Ensure that patient satisfaction questionnaires/feedback is cascaded/supplied to patients, and look for innovative ways to collate patient feedback
• Recognise the importance, be enthusiastic and value what patient feedback brings to the organisation and use this to boost team morale and patient and stakeholder engagement.
• Work with the Systems Deflection Lead to improve patient engagement, and satisfaction.
• To improve current patient feedback mechanisms and identify diverse options to collect patient feedback.
• Investigate and monitor of action plans from the analysis of specific patient cases where pathways have not been seamless, or integration is not maximised.
• Work with the System Deflections Lead to provide the Quality and KPI lead with evidence to ensure key patient focussed KPI and Quality measures are met
Partnerships:
• This role will develop, and maintain both internal and external partnerships with agencies, organisations specific to their service to support the Deputy Head
• Work with the Systems Deflection Lead, Shift Managers, and other System Providers to ensure their service operates and supports system wide delivery
• Act as an Ambassador for the organisation(s).
Change Management & Training and Support:
• Work with Training & Development team to ensure all team members within their service attain mandatory training and that the mandatory training matrix is kept up to date and accurately reflects their service(s)
• Work with the Systems Deflection Lead and Deputy Heads on any Change Management projects within their service(s)
• Coordinate and deliver training on new projects or new training packages to the operational teams
• Support implementation of action plans/actions to increase efficiency, maintain quality and ensure continuous improvement to the services being delivered.
• Work with the Clinical Manager, Deputy Heads, System Deflections Lead and Training & Development team to facilitate and support education, learning support for their team.
• Recognise and promote their services achievements and good news stories, sharing with the Deputy Head of Service so we can celebrate success through the organisation social media mechanisms.
• Identify own training needs and others and participate in relevant in-service education.
Contracting, Finance & Information Governance:
• To understand and support delivery in the service KPI’s.
• Along with the System Deflections Lead support the Quality and KPI Lead in the reporting of performance specifically the KPI’s relating to their service.
• Work with the Deputy Heads and System Deflections Lead to understand any variances in performance, and take remedial actions.
• When needed support the Quality and KPI Lead with the provision of monthly reports and ad hoc reports internally for the Head and Deputy Head of Urgent Care, Enablers (Risk, Quality and Performance, CEO) for Board, SMT and other internal forums.
• Undertake quarterly stock controls, and where appropriate making changes to reduce overstocking to reduce cost
• Ensure best practice IG principles are embedded throughout the clinical and administrative teams
• Assist with the facilitation of key actions that have derived from Information Governance meetings into day-to-day operations.
Clinical Governance, Complaints & Risk:
• Drive improvements in quality and outcomes for patient care, placing the patient at the centre of the service delivery
• To be a nominated user for the incident reporting system ensuring that Risks, Complaints and Compliments are inputted on to the system in a timely manner.
• To be assist and support the Deputy Head of Service to ensure that their service(s) are compliance with CQC standards, and quality standards within commissioned contracts are met
• To assist and support the System Deflections Lead in ensuring that their service(s) have up to date policies and procedures for Business Continuity and Escalation plans are in plans by liaising between the Corporate Quality and Risk team and Systems Deflection lead, and cascade in their service
• Work with the Audit Team and Clinical Governance and Complaints Lead to ensure all service quality and clinical audits are carried out to timescales, and reported into appropriate Governance structures/Committees
• Facilitate a culture where reporting issues and incidents is common practice, under the Duty of Candour, and encourage team and organisational learning and continuous improvement, by encouraging all direct reports to highlight incidents. Ensure the lessons learnt are cascaded in their service
• To understand the system and organisational clinical governance processes; working with teams to ensure compliance reporting into internal and external boards.
• Understanding and knowledge of all organisational policies and procedures, including updating or ensuring direct reports update relevant policies and procedures for the service.
• To forward any complaints verbal or written to the Clinical Governance and Complaints Lead for management within the NHS timescales
• Support Clinical Governance and Complaints Lead in the investigation of such complaints, facilitating access to necessary documentation and team members as required
• To reduce complaints by ‘dealing with any difficult situations’ as the point of contact to alleviate further stress to the patient/carers and service
Recruitment and Staff Management:
• Contribute to the development of the System Deflection Service by working alongside the Deputy Heads and Service Lead in developing job descriptions, training packages and arranging and/or carry out inductions.
• Report to HR and provide necessary documentation for personnel, sickness and annual leave, and apply HR policies as appropriate, seeking advice from HR when needed.
• Take part in the appraisal process and ensure these are cascaded across the service.
• Collating key themes and working with the System Deflections Lead and Training and Development lead to facilitate training.
• Seek advice of the Deputy Head of, System Deflections Lead Head of Nursing, Clinical Governance and Complaints Lead and n respect to any performance/clinical performance concerns and/or risks.
• Promote workforce integrity (empower professional accountability within clinical team, ensure accreditation process followed, indemnity, MDU, complaints management, competency assessment, ensuring mandatory training requirements fulfilled, robust clinical induction)
This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).
