Job responsibilities
Working Pattern:
8 Hour days with 30 minute lunch break
Core Hours: 09:00 - 1700, Mon - Fri
One weekend working both Saturday and Sunday a month
when on call with 2 days off in the week.
One late night a fortnight, either 12.00 to 20.00 or
13.00 to 21.00 - Standard LCW Unsocialable hours enhancements apply
Key Relationships:
- Head of Urgent & Primary Care
- Deputy Medical Director
- Head of Quality, Safety and Experience
- Clinical Navigators and SONs
- Relevant commissioners
- PPG
- LAS
Role Responsibilities:
Operational Management
Responsibility for the operational management of LCWs urgent care services, which are geographically dispersed across north central, north west and north east London, on behalf of the Head of Urgent and Primary Care on a day-to-day basis, including line management of the Team Leaders.
Responsible for delivery of all aspects of Operational performance; safety and quality, patient experience, and financial delivery.
Able to work in partnership with partners and corporate teams to deliver services.
Support operational team leaders to own management processes, to address issues confidently and early and champion a focus on excellence and learning. Ensure mechanisms are in place to monitor, respond to and learn from a range of feedback mechanisms to support effective clinical & quality care.
Advise the Head of Urgent and Primary Care on matters relating to the operational delivery of LCWs urgent care services.
Support the Head of Urgent Care to ensure major incidents, business continuity and emergency planning arrangements that relate to operational services are tested and learning is embedded as part of a continuous improvement cycle.
Responsible for providing a key leadership role for ensuring Operational teams have robust systems and processes for performance management, quality, safety and experience and productivity improvement.
Lead on the management of performance by establishing and reviewing KPIs across Urgent care services, identifying variances and opportunities for improvement. Lead the creation of performance improvement plans to return KPIS to expected levels.
To develop key partnerships with other agencies, and to represent LCW at external meetings and in negotiations with commissioners and partners.
To ensure that managerial responsibilities are carried out in accordance with LCWs policies, values, procedures and standards.
Create robust teams of operational staff who are fully trained and multiskilled, creating rota resilience and supporting staff retention, talent planning and succession planning.
Working with the rota manager to ensure robust rotas which includes checking future planned absences, planning cover and always ensuring that we have enough staff to cover and mitigate our gaps.
The service manager will need to support the organisations recruitment and retention plans including reducing the use of agency and bank workers and encouraging staff development to improve retention.
To have sound knowledge and fully understand the Opel escalation process to support the service and system.
Responsible for business continuity planning for the service and ensuring the business impact assessment (BIA) is reviewed post incidents and as a minimum annually.
Lead/Support on all major projects relating to OOH and CAS service delivery and provide a supportive role to any other projects LCW is involved in.
Work with the Head of Urgent & Primary Care to ensure you have a full understanding of our CQC requirements. Ensure all sites and teams are always CQC ready, reviewing and auditing all aspects of compliance, raising and mitigating any gaps.
Ensure that there is robust patient engagement across the urgent care services and be responsive to all feedback, ensuring feedback is shared with the appropriate teams.
Ensure all IT and telephony is working at all sites.
Present and attend contract meetings relating to services.
Participate in system wide meetings as required.
Support the Head of Urgent & primary Care in the preparation of outline and full business cases and manage the associated processes including liaison with key stakeholders and overseeing the benefits realisation process and reporting outcomes accordingly.
Quality, Safety and Experience
Manage, maintain, mitigate and escalate where necessary to ensure all sites meet the full requirements for Infection & prevention control, CQC, Health and Safety, site audits, risk assessments and staffing audits.
Complete site and staff risk assessments to meet organisational standards and Health and Safety compliance.
Manage and educate teams to ensure Health and Safety compliance for both staff and sites, full awareness of reporting process.
PSI incident and complaint management including prompt logging of incidents on Radar and support to clinical staff.
Responsible for the operational service risk register, with continuous review and maintaining and updating the register, ensuring actions are reviewed and completed also working with the Clinical Lead for the services to ensure a robust risk register is in place for all elements of the services.
Ensure all staff receive a fully documented induction, their training is maintained at 100% and have been signed off against relevant competencies.
Maintain all operational training & awareness to ensure, if necessary, you could cover every role if required.
Manage the implementation and delivery of quality and safety processes for the urgent care services. Lead the provision of assurance for internal and external meetings as required. Responsible for ensuring the car fleet is fit for purpose and meets regulatory requirements relating to the transport of kit.
Management and Leadership
Leadership of the operational workforce.
To prepare others for change through effective personal and professional development programs.
To ensure that all duties are carried out in accordance with agreed schemes of delegation. To provide strong individual and professional leadership through change, supporting staff, colleagues and partners.
Contribute to talent management and succession planning within LCW.
To ensure that all staff have an annual performance appraisal, performance plan, and personal development plan, and that these link closely with local business and service plans and national policy developments.
To ensure effective communication with all staff in the urgent care services and that partner organisations are aware of any messaging that would impact their delivery of the contractually bound services.
Develop workforce plans which anticipate service changes and developments and which address recruitment, retention and workforce supply issues to minimise the impact of these on service delivery.
Work with Head of Urgent Care, Deputy Service Manager, Clinical Directors, and wider team to identify requirements for posts and sources of funding and to make decisions regarding funding for changes to roles.
Full line management responsibilities including recruitment, induction, appraisal, development and retention of staff as well as managing sickness and absence, disciplinary and performance issues that may arise.
Support the team Leaders to implement and monitor compliance within LCW staff management policies and procedures and take remedial action with accountable managers.
Implement development plans and be responsible for staff engagement.
Chair disciplinary, grievance and other formal panels, as and when required.
Ensure information required externally for contract purposes is reflective of the service delivery and contains appropriate information.
To actively contribute to, promote and monitor the implementation and effectiveness of LCWs Equalities policies and procedures
Financial Management
Overall day to day running of the service within devolved budgetary responsibility Ensure that all staff comply with LCWs Standing Financial Instructions. Manage resource utilisation and expenditure against control totals.
Silver/Tactical On-Call Rota Requirement:
This role includes participation in the Silver (Tactical) on-call rota, for which additional payments apply.
