Operations Manager for Access

BACKGROUND

WHO WE ARE

Healthcare Central London Ltd (HCL) is the GP Federation owned by our 32 General Practices covering the Central London (Westminster) area. The organisation supports 4 Primary Care Networks (PCNs). We operate several NHS contracts on behalf of our PCNs including a Community Dermatology Service, Community Cardiology Service, a Secondary Care Referral Service and an out-of-hospitals provision which is sub-contracted to our 32 General Practices.

On behalf of our Practices, we are the host employers of a large and rapidly growing team of ARRS (Additional Roles Reimbursement Scheme) roles including Clinical Pharmacists, Pharmacy Technicians, First Contact Physiotherapists (FCP), Dieticians, Paramedics, Social Prescribers, Care Coordinators, Digital & Transformation Leads, Nursing Associates and GP Assistants (GPAs).

HOW WE WORK

Our vision is to be recognised as a leading GP provider network, run by clinicians for the benefit of our local population and practices. We will achieve this by working with patients and partners to ensure that general practice remains sustainable and independent. We aim to further diversify our income by exploring commercial joint ventures and expanding our research team in the coming years.

Our people are our greatest asset. When we feel included, valued and supported in work this positivity reaches those very people we are here for, the patients. HCL is committed to actively supporting diversity and inclusion and ensuring that all our employees are valued, treated with dignity, respect and that they’re enabled and supported to reach their potential.

Our employees work flexibly according to the needs of our customers, typically onsite at our practices or hub sites or at our offices near Marylebone/Edgware Road. Our office-based roles are typically worked as hybrid roles the pattern of which are agreed and reviewed according to service/team requirements.

This role would require on site delivery for a minimum of 4 days per week: 3 days from Capital House (NW1 5DH) and 1 day from South Westminster Centre (SW1P 2PF). The other Additional Access hubs are Lisson Grove Health Centre, Marylebone Health Centre, Paddington Green Health Centre and St Johns Wood Medical Practice. You may be required to attend these hubs as part of the role.

ROLE PURPOSE

To provide leadership for the access work ongoing for HCL, ensuing care is of high quality and effective. Work closely with the clinical, operational/facilities, business development and governance teams to ensure safe and effective services. This role will oversee services within the Access model during normal working hours, including: eHub, Additional Access and Additional Access Telephony. This is a key operational role and will be responsible for the operational delivery of all aspects of the named services.

KEY TASKS AND RESPONSIBILITIES

· Provide visible leadership for the Access teams, in conjunction with the Federation management team

· Lead and develops the operational team within eHub, telephony and Additional Access (HCL is responsible for the hub at South Westminster Health Centre)

· Ensure the successful publishing and fulfilling of all service clinical rotas

· Oversee and direct the management of the telephony surge services, ensuring demand and capacity needs are met at all times.

· Identify commercial opportunities for the federation and drive change within the services to implement and bring in extra revenue where possible.

· Identify funding streams for the federation and identify opportunities to improve services using these streams

· Alongside financial team manage budget needs

· Work with practice management to involve them in the services including regular

communications and practice meetings, especially around service improvement.

· Work with the Federation management team to ensure we offer high quality and effective care - develop methods to evaluate and record this therefore, monitoring quality and appropriateness of service

· Nurture talent and foster innovation within the teams.

· Ensure teams adhere to clinical governance strategies, systems and processes and ensure the active

participation by all staff

· Encourage an organisational culture committed to learning from complaints, incidents, audits as well as research and development. Implement improvement cycles including revaluation.

· Investigation of incidents and complaints including root cause analysis.

· Lead on service delivery issues e.g. work with the HR team to resolve issues relating to the poor performance/attendance of staff and the implementation of disciplinary procedures

· All aspects of staff management

· Peer support and review

· Service protocol development and sign off

· Ensure correct service policies and procedures are in place in conjunction with the Head of Quality Assurance.

· Recruitment, induction and appraisal of suitably qualified and experienced staff

· Chairing and active attendance in meetings (subject to change): Face-To-Face Access Steering Group, eHub Working Group, Telephony Working Group, Governance Committee and other meetings as required

· Engagement with member Practices

· Work closely with the Digital Innovation Team to implement successful transition from projects to business as usual

PERSON SPECIFICATION

Qualifications and Experience

Essential

· Educated to degree level or relevant level of skills and experience

· Evidence of continuing education and development

· Recent experience of managing groups of staff

· Working at Band 6 or above for relevant period or comparable experience.

· Experience of successfully leading and implementing service improvement projects

· Experience within a healthcare setting

· Experience of participating in clinical governance initiatives

Desirable

· Experience of working within Primary Care

· Experience working within digital healthcare

Knowledge

Essential

· Working knowledge and a commitment to team approach and multi-disciplinary working

· Understanding of clinical risk management and clinical governance

· Working knowledge and a commitment to participating in and understanding of the management process

· Knowledge of various IT systems and good IT proficiency

· An understanding, acceptance and adherence to the need for strict confidentiality

· Knowledge and awareness of issues affecting Primary Care and more broadly within the NHS

· Know how to evaluate and improve service quality using a variety of means including data review.

· Demonstrable achievements in managing change

Desirable

· Knowledge of EMIS, SystmOne, PATCHS and Surgery Connect

Skills

Essential

· Ability to develop and sustain relationships with a wide range of individuals and within groups

· Ability to work across organisations to deliver a common objective

· Willingness to share and collaborate across entire primary health team

· Ability to develop and maintain effective working relationships with multidisciplinary and multi-agency teams

· Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams

· Ability to recognize own limitations and act upon them appropriately

· Willingness to learn new skills and to problem solve daily

· Ability to work within the changing structures of the NHS

· Excellent communicator

· Ability to work in line with practice systems and processes

· Ability to understand complex issues, problem solve and propose solutions

· Analysis of complex data to produce succinct information appropriate for its audience

· Communicates the vision and brings it alive - describes what the future needs to look like in terms of service improvement and modernisation

· Able to take conscious steps to manage self under pressure - creating time for reflection and support for self and others

· Able to clarify key points from diverse and complex sets of information

Desirable

· Advanced Excel spread sheet skills

Benefits

NHS Pension

Modern office

Hybrid working

Free tea/coffee etc.

Cycle to work scheme

Life Assurance scheme

EAP