Care Team Lead

Job description

Job responsibilities

Job summary:Lead and manage the day-to-day running of the Care team including the clinical home visiting team, Volunteers, Social prescribers and Care Coordinators; across all our main site at Linton, as well as our two branch sites Loose and Headcorn.There will be close liaison with the Head of Operations, Clinical Care Team and lead all members of the Care team, to ensure an efficient quality of service is achieved and provided to all patients.

Main Responsibilities:Strive to offer patients the best possible overall service and ensuring all team members are offering the best possible service.Overseeing the volunteers and their support groups and being the main contact for the volunteers in the surgery assisting them with queries and support.Manage the diaries of the team members ensuring good time management and full utilisation.Offering support to all care team members providing advice, ensuring boundaries are made and consistently meeting with the team members.Closely working with the care team members ensuring knowledge of patients and their situations.Ensure adequate staffing levels, manage leave requests and team rotas in line with agreed policyMotivate and support the Care team members to enable them to work to the best of their ability, proactively identify training and review programs for all areas.To proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework.Complete return to work forms, carry out staff appraisals and ensure all mandatory training is completed upon set deadlines.

Support people by connecting them to non-medical, community-based activities, groups and services that meet their practical, social and emotional needs, including specialist advice services and arts and culture, physical activity, and nature and green based activities

Provide personalised support to individuals, their families and carers to access community-based activities and support that can help them to take control of their health and wellbeing through co-producing a simple personalised care and support plan and introducing people to appropriate activities, groups and services as described above

Build ongoing relationships with local infrastructure organisations, community activities and support services to increase knowledge of the community support offer, and work collaboratively to develop effective partnership working to support the community offer to be sustainable, identifying gaps in provision, nurturing community assets and sharing intelligence on gaps or problems with commissioners and local authorities

Educate non-clinical and clinical staff within PCN/practice MDTs on the community support offer, how and when patients can access it, and the value of non-medical community-based interventions. This may include verbal or written advice and guidance.

Engage in collaborative goal-setting with individuals to identify areas for improvement.

Attend clinical meetings where required

• Assisting/dealing with patient complaints. Such as helping a patient with their query at the front desk, over the phone or via email. Also, carry out appropriate complaint investigations when required from the Head of Operations.
• Regularly review the DNA process, providing appropriate follow up and actions for patients.

Communication & Implementing protocols:

• Communicate effectively with other team members
• Organise quarterly one to one discussions with team members and attend review/general meetings when appropriate to role.
• Recognise peoples needs for alternative methods of communication and respond accordingly, such as managing and organising interpreters.
• Following all relevant protocols for Care teams roles and providing the team with regular updates.
• Carry out certain responsibilities to achieve and progress towards and appropriate goal set within your team.

Job responsibilities:

Patient Care:

• Make appropriate appointments for patients to see or speak the Care team members using the practices appointment system.
• Ensuring good care is being provided to the palliative patients.
• Monitor the safeguarding patient register and advise the Care Coordinators.
• Actively encourage signposting, care navigation and usage of online services available.
• Ensure that patients are dealt with compassionately and empathetically.
• Ensure that telephone calls are dealt with efficiently and expediently, and that regular monitoring is in place.
• Ensure that all tasks and emails are dealt with and completed on a daily basis.
• Ensure knowledge of and adherence to Practice Complaints Policy.
• Ensure communication systems are running smoothly, and that clinicians, administrators and management are kept fully informed of changes in procedures.
• Proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework; using the practices Clinical Management Plan templates and diary dates to effectively contact the patient to arrange the required treatment and recording of planned/arranged treatment.
• Regularly monitor and review operation team processes and systems to ensure that they are continuing to work effectively and proficiently.

HR:

• Assist the Operations Manager with recruitment of Care team staff.
• Induct, mentor and train newly-appointed team members and ensure that objectives are achieved by agreed deadlines.
• Efficiently report sickness to the HR lead, encouraging staff members to follow appropriate protocols during any sickness absence.
• Effectively manage team members under-performance and ensure adherence to practice policies.
• Manage sickness absence: carry out return to work interviews and monitoring, reporting to the HR lead and Operations Manager as appropriate.
• Meet regularly with Care team members offering support and advice.

General:

• Continually assess and evaluate systems, recommending changes and improvements to the Operations Manager.
• Overview Care team appointments, ensuring that these are being booked appropriately and that wasted appointments are reduced or eliminated.
• Assist the Operations Manager and Practice Manager in meeting financial targets, e.g. QoF and enhanced services.

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
• Operate and ensure compliance of a whole team clear desk policy.

Health & safety and Security:

• The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):

Ensuring operation team members adhere to their individual responsibilities for infection control and health and safety.

Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines, and ensure that the operation team members adhere to their individual responsibilities.

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business

Making effective use of training to update knowledge and skills, and initiate and manage the training of others.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/corrective action where needed.

Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised.

Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness within reception areas.

Undertaking periodic infection control training.

Demonstrate due regard for safeguarding, reporting any concerns or incidents to the practice manager or practice safeguarding lead.

Ensuring that both the start and end of day protocols are adhered to.

Carrying out weekly fire alarm testing and complete the log.

Equality and diversity:

• The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Person Specification

Qualifications

Desirable

• Experience in a care related role

Experience

Essential

• No essential criteria

Desirable

• Experience of care related role

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

Headcorn Surgery

Address

Grigg Lane

Headcorn

Kent

TN27 9AA

Employer's website

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