Service Delivery Lead/Project Management

Job description

Job responsibilities

Duties and Responsibilities

People and HR

Is responsible for non-clinical line management of all practice staff informs recruitment plans, performs appraisals, follows disciplinary, grievance, performance management policies, identifies training and development needs, carries out local site inductions.

Manage rotas, annual leave and absences to ensure adequate staffing levels and reporting resource problems

Implements HR policy

Manage individual and team performance, including annual reviews in line with policies.

Ensure that the staff teams are adequately trained and competent in their role

Maintain accurate attendance data and instigate interventions to manage attendance as appropriate.

Hold regular staff meetings to ensure practice, system and national developments are disseminated and staff can raise issues and feed back to managers.

To manage any disciplinary, grievance issues in line with NCPC procedures.

Contribute to staff and resource planning activity.

Monitor staffing and overtime budgets.

Provide accurate information to payroll provider to ensure accurate payroll and pension administration.

Development and Improvement

Lead on agreed projects or programmes focussing on improvement or change.

Drive innovation, improvement, modernisation and high levels of staff and patient satisfaction.

Work with the Locality Lead to identify ways of working across practice sites/in a locality to develop and deliver effective and efficient services.

Working alongside the Locality Lead and operational staff to ensure they have all the necessary tools to achieve high quality outcomes

Involve all staff in continuous service improvement

Finance

Manage and record local expenditure within a delegated budget.

Manage petty cash expenditure.

Monitor staffing expenditure within delegated budgets.

Monitor and Reconcile NHS income against activity using NCPC accounting systems

Ensure claims are prepared accurately and within time limits.

Provide financial information to support preparation of accounts and to aid decision making.

Premises and Equipment

Responsibility for the security, repairs, maintenance and insurance of premises and equipment.

Ensure that premises and equipment comply with current safety and quality regulations, including, but not limited to; the Health and Safety at Work Act, Fire

Regulations, Electricity at Work Regulations, Water Hygiene, Equipment Testing and calibration regulations

Liaise with contractors to ensure access to premises where works are required.

Maintain effective records including evidence of testing, risk assessments and safe working practices.

Investigate and record accidents and incidents.

Report any incidents or accidents in compliance with RIDDOR.

Performance and Quality

Ensure that accurate performance data is available to aid decision making.

Monitor practice performance against national and local targets, including QoF, LIS, Screening and Immunisation programs, Enhances Service standards and prescribing measures.

Monitor patient feedback measures including the Friends and Family test, patient surveys and compliments and complaints.

Manage the local complaints process.

Ensure that significant events are recorded and actions implemented.

Where appropriate share and or escalate complaints and significant events.

Liaison with other service providers to ensure effective care is delivered.

Patient Services

Coordinate patient and stakeholder engagement.

Monitor the effectiveness of patient services, using surveys, friends and family tests as a measure of effectiveness.

Respond to patient complaints, in line with the practice complaints procedure.

Act as the point of referral for patient queries.

External Relationships

Ensure effective and timely communication, including being one of the practice contacts for the PCO, PCN and other partners organisation.

Internal Relationships

Work with the Locality Lead and practice sites in a matrix structure to support the development of cross site working to support operational delivery.

IT and Digital

Responsibility for computer system, including maintenance and updates.

Oversight of third-party apps and communication tools.

Ensure adherence with national and local information governance requirements.

Act as local administrator for clinical system

Person Specification

Qualifications

Essential

• Diploma level qualification (e.g. HND, NVQ 4/5) or equivalent experience

Desirable

• Degree level qualification or equivalent experience

Experience

Essential

• Experience of leading on programmes of improvement work.
• Extensive experience of supervisory and people management
• Experience of building and maintaining effective working relationships
• Experience of financial monitoring and reporting
• Excellent communication and listening skills
• The ability to manage multiple activities and deadlines
• Strong IT skills
• Experience of recruitment, discipline and grievance management

Desirable

• Collaborative working
• Experience of leading process and service development
• Experience within a Health or Social care environment
• Project Management experience

Personal Attributes

Essential

• Sound judgement
• The ability to strike a balance between support and robust challenge
• Integrity and high ethical standards

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

Eden Medical Group

Address

Port Road

Carlisle

Cumbria

CA2 7AJ

Employer's website

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