PCN Service Manager

Job description

Job responsibilities

Location: Dorking PCN

Working pattern:Part-Time 3 days per week

JOB SUMMARY

The Primary Care Network (PCN) Service Manager will support the Head of PCNs in the operational delivery and management of PCN services, ensuring key standards are met, maintained, and sustained.

PCNs are critical to the changing NHS and remain the focal point of all locally developed planning and service delivery. This role will be key to the success of the PCNs ensuring:

• Leadership of the design, development and delivery of high-quality projects and services across the PCN footprint as required to meet National Service Specifications and local programmes, adapting to changing needs and demands on the services. This will be directed by the PCN Board and in collaboration across the Federation and member practices.
• Support with the implementation of new and emergent technologies in the PCN
• The provision of highly effective people management, including Line Management, performance / conduct management and recruitment / retention
• Education pathways for Additional Roles staff, ensuring requirements of the Network DES are met
• Responsibility for all aspects of Governance for the PCN with support of the Governance Manager. This will include but not limited to, performance reporting, managing events, complaints and compliments, health and safety and operating frameworks such as SOPS. To develop strong links and partnership working with providers across the Neighbourhood and the Federation.

The PCN Service Manager will work closely with the Head of PCNs, PCN Clinical Directors, DHC Directors for the PCNs, the practices within the PCN and the wider DHC management team as well as other providers within the Neighbourhood

The post holder will be expected to work independently to manage their own workload inline with service requirements and local/national policies.

The post holder will be required to deputise for the Head of PCNs where requiredand appropriate.

The PCN Service Manager will be an innovator who embraces change and strives for excellence.

DUTIES AND RESPONSIBILITIES OF THE POST

Service Delivery

• Ensure that the PCNs are meeting required outcomes, ensuring all team members understand and capture the required data set.
• Provide digital support and advice where relevant to service delivery and assist with the implementation of new technologies.
• Work with the PCN Governance Lead to ensure statutory and regulatory compliance is met.
• Ensure the effective and efficient operational management of the Additional Roles team, including working with the Clinical Director and Local Clinicians, ensuring all clinical staff in Additional Roles are supported through Supervision and have the opportunity to develop professionally.
• In conjunction with the Head of PCNs, Clinical Director, and practice teams, set performance targets, ensuring these are reviewed regularly and necessary actions are taken to address areas for improvement.
• Work with Talking Therapies Service Managers to ensure integration of Talking Therapies into PCN models.
• Continue to develop strong working relationships and integration with both Primary Care and local services across the Neighbourhood
• Lead and regularly report on PCN Lead services such as the Enhanced Access service, ensuring that clinical shifts are advertised, filled and within the appropriate financial caps.

Communication

• Ensure good communication systems are in place within the service and with all key stakeholders.
• To listen to and respond to the needs of people with lived experience to shape and develop services.
• Respond appropriately to contentious, sensitive and difficult enquiries to ensure a satisfactory conclusion.
• To attend regular meetings within DHC and represent DHC and/or PCNs at ICS place-based project meetings when required.
• Responsible for ensuring that all staff are fully engaged in all developments. This will
• require a high level of communication across all staff groups.
• Communication across the PCNs on all issues relating to Quality Improvement,Performance Management and new IT processes and systems.

Staff Management

• Operational line management responsibility for delegated Additional Roles staff within the PCNs, monitoring performance in line with DHC Policies and processes.
• Appropriate performance management of staff/Contractors and undertaking of regular appraisals, and ensuring training and development of all staff.
• Ensure robust communications plans are in place with Additional Roles staff across the Federation, facilitating regular staff meetings and education sessions.
• Ensure good clinical and non-clinical support and appraisal systems are in place and adhered to for all staff within the service.
• Hold regular staff meetings and ensure appropriate records are kept and shared. Monitoring that agreed actions are completed in a timely and coordinated manner.
• Ensure services meet their contractual requirements and agreed performance metrics.
• Regularly review that Additional Roles Staff are managed and supported as set out in the Workforce Agreement with practices.
• Ensure all new PCN staff members and contractors receive appropriate induction and meet compliance requirements.
• Make sure that for all PCN staff members and, where appropriate, contractors, there is appropriate support including mentoring and appraisal to identify individual personal development plans.

Policy and Service Development

• Lead the development and implementation of PCN improvement programmes and the implementation of new services, including taking lead responsibility for identified initiatives to improve performance with the support of the Head of PCNs
• Provide digital expertise for the practices as they implement new technologies, advising and supporting with the onboarding of these.
• Review and develop services, including the collection of data for the drafting of reports, business plans and development of policies and/or procedures.
• Plan and lead service improvement initiatives to improve the quality of services. This will involve reviews of the workforce, workload volume, systems and processes, and use of technology.
• Contribute to the strategic development of the PCNs. This will include working with the Head of PCNs and Head of Pharmacy to develop and implement plans in line with national policies.
• Ensure clinical incidents are appropriately reported, investigated and risk registers / assessments are reviewed in a timely manner.
• Using strong analytical skills, diagnose problems within existing processes and effect changes to resolve them.

WORK SETTING AND REVIEW

To manage own workload efficiently and effectively on a daily basis.

Maintain confidentiality at all times.

Be focused on solutions and a proactive approach.

INDIVIDUAL RESPONSIBILITIES

Adhere to DHC policies and procedures and relevant legislation including the requirements of any professional bodies, and attend mandatory training as identified by the DHC.

Participate in reflection, self-evaluation and continuous professional development including performance review. Ensure mandatory training is up-to-date at all times.

Contribute to ongoing projects as required.

SPECIAL CONDITIONS

1. Undertake other duties as required, which are commensurate with the nature of the post.

2. This job description represents an outline of the responsibilities of the post and is not intended to be an exhaustive list of duties or tasks. It will change and develop in line with organisational needs and may be amended following agreement with the post-holder.

CONFIDENTIALITY

The post holder must maintain the confidentiality of information about patients, staff and DHC business in accordance with the Data Protection Act 2018 and Caldicott principles.

HEALTH AND SAFETY

All Managers have a general accountability for ensuring, so far as is reasonably practicable, the health, safety and welfare of the employees under their direction at work.

• Each employee is responsible for taking reasonable care for his or her own acts or omissions and the effect that these may have upon the safety of themselves or any other person.
• Every employee must work in accordance with any health and safety procedures, instructions or training that has been given.
• Every employee is required to bring to the attention of a responsible person any perceived shortcoming in our safety arrangements or any defects in work equipment.
• All employees are under a duty to familiarise themselves with the Risk Management/Fire, Health & Safety Policies.

EQUAL OPPORTUNITIES

DHC has adopted an equal opportunities policy, and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination.

Person Specification

Skills & Competencies

Essential

• Highly developed leadership skills.
• Highly developed communication skills in a range of formats to a diverse audience, including highly sensitive and complex information.
• Highly developed people management skills with the ability to motivate, develop and inspire others as well as manage performance, sickness and welfare as required.
• Competent IT skills including working knowledge of the Microsoft Office suite.
• Familiarity with new emergent technologies likely to be adopted in practices in the coming months, e.g. automated workflow, ambient voice technologies, automated filing systems.
• Ability to be an advocate for service, to develop and promote the service to all stakeholders.
• Ability to stay calm under pressure and promote a positive, safe work environment.
• Experience of working with diverse communities and within a multicultural setting.
• Ability and willingness to regularly travel to locations throughout the organisation, some of which are rural and not accessible by Public Transport.

Desirable

• Experience of providing operational leadership of a large and diverse team.
• Experience of Managing projects.
• Experience of working to targets within a budget.

Experience

Essential

• Experience of successfully managing teams, including welfare, performance and development.
• Experience of managing service delivery to ensure regulatory compliance is met.
• Experience of writing and producing reports, audits, and project plans, sometimes with short timeframes.
• Working to achieve Governance standards including management of complaints and Incident management.
• Experience of delivering service development to enable integration and change in a diverse and evolving landscape.

Desirable

• Experience of implementing new technologies.
• Experience of working as an operational Leader in healthcare including management of regulatory requirements.
• Experience of managing a multidisciplinary team.
• Experience of managing contracts.

Qualifications

Essential

• Education to degree level or equivalent relevant work experience.

Desirable

• Formal training in Leadership and Management.

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

Dorking Healthcare Ltd.

Address

Medwyn Centre

Reigate Road

Dorking

Surrey

RH4 1SD

Employer's website

https://dhcclinical.co.uk/ (Opens in a new tab)