Hospital at Home Service ManagerNHS

Job summary

We are seeking an additional service manager to join our hospital at home operational leadership team. We are a dynamic and progressive team known for our innovative approach and can-do attitude, managing the following key services: Virtual Wards, IV at Home, Urgent Wrap Around Care and Call Before Convey (CB4C).

Our Urgent Wrap Around Care service delivers enhanced at-home support and interventions for acutely unwell patients, helping to prevent hospital admissions. Meanwhile, Virtual Ward and IV at Home provides an alternative to hospital stays, allowing patients who are unwell to be managed safely at home. CB4C provides advice, guidance and clinical intervention to avoid patient conveyance to hospital used widely by the ambulance service.

The successful candidate will join the team proactively managing the day-to-day running of these services to ensure effective, safe and efficient delivery including delivery of KPIs. You will overseeing staff and manage clinical capacity to meet the needs of patients. You will work closely with the Clinical Leadership Team, as well as other service providers, making sure that appropriate support is made available to patients. You will manage our team of Service Coordinators, providing support, guidance & regular supervision.

The postholder will work with a diverse range of people from different cultural & social backgrounds. The ability to work confidently and effectively in a varied, and sometimes challenging.

You will work on a 7 day rota.

Main duties of the job

• Manage the operational delivery of our hospital at home services, ensuring provision of high quality, safe and effective patient care.
• Manage staff rotas, visiting lists, service capacity and clinical workload giving consideration to adequate cover and clinical skill mix.
• Support with providing data needed to demonstrate service performance.
• Work collaboratively as a key member of the team, promote a positive working culture, encouraging staff participation and involvement in developing and improving the service.
• Line management of the Service Coordinator Team provide support, guidance and supervision.
• Recruitment and induction of new staff.
• Attendance at internal and external meetings including monthly governance and delivery meetings representing the services.
• Collaborative working with GPNs data and performance team.
• Incident reporting and investigation.
• Sign off of pay roll submissions/invoices/expenses.
• Monthly audits to ensure delivery and compliance with all required standards, developing action plans as required.
• Dealing with escalated queries from patients / family members.
• Manage issues/ incidents/complaints/escalations as required and escalating to a senior manager if required.

Other responsibilities include, but are not limited to:

• To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role.
• The post holder will be required to work across a 7 day rota to include evenings, weekends and bank holidays.

Job description

MANAGERIAL

Manage all non clinical staff, together with delegated responsibility, where appropriate, and overseeing the provision of clinical services through the defined service areas.

Under delegated authority from the Operations Managers, manage the defined service areas within the agreed and available resources, in accordance with organisational policies and procedures.

Contribute to the production of service development proposals for the defined service areas.

The delivery of all key access targets and thereafter their maintenance, utilising best practice methodologies from both within and outside of the Organisation with particular focus on maximising achievement of UEC access standards.

Utilise information flows which support the monitoring and improvement of clinical services within the defined areas.

Ensure effective communication systems for all staff are in place enabling local and corporate information to be shared with all staff within the defined service area and for views to be fed upwards.

The Operational and Financial Management for defined service areas, contributing to strategic and service planning as required. The defined service areas may be varied from time to time to meet the needs of the organisation and to ensure business continuity and promote personal development.

CLINICAL GOVERNANCE AND SERVICE STANDARDS

Work in conjunction with clinical leads to provide information and actively contribute to the clinical governance agenda.

In association with the clinical team, review learning events and complaints and ensure corrective action is taken, where appropriate.

Assisting the Risk Lead for the defined service area, helping identify and quantify potential risk and recommending preventative action.

Manage services in accordance with relevant national clinical standards as NICE, NSFs, and local clinical governance requirements.

Ensure operational advice and support is available at all times to staff within the defined service area.

Monitor systems to assure the quality of services provided to Patients.

Participate in the production of policies and procedures which facilitate the operational and quality effectiveness of the defined service areas.

As directed implement new projects and initiatives which improve services delivered to Patients and the operational effectiveness of the defined service areas.

Participate in the on call management rota for the organisation.

Deputise for the Operations manager as and when required.

HUMAN RESOURCES

Manage all non-medical staff within the defined Service areas.

Carry out appraisal of staff that directly report and ensure annual appraisals are undertaken, with personal development plans in place and acted upon, for all staff.

Ensure policies on staff management are adhered to.

Follow staff retention policies and practices

Ensure adequate orientation programmes are established and put in place for all grades of staff (Including clinical) across the defined service areas.

Contribute to the development and implementation of effective workforce development plans across the defined service areas.

Within the defined service area, contribute to the consideration, development and implementation of new roles and ways of working.

PERSONAL AND PROFESSIONAL DEVELOPMENT

Pursue lifelong learning and professional development agenda by participating in management supervision, appraisal and personal learning and development activities.

Keep up to date with national and local developments in NHS policy and practice developments.

OTHER

This job description will be reviewed with the operations managers on an annual basis or as required.

Work on a rota across the seven day period including evenings, bank holidays and one weekend in three.

About us

Our vision:

• To provide the patients of Greater Peterborough with high quality, sustainable healthcare that supports them to stay well and at home for as long as possible.
• We are an ambitious at scale primary care organisation with a passion for integration and innovation.

We provide:

• Enhanced evening and weekend access to General Practice.
• Deliver at scale services to improve the health and wellbeing of the populations we serve.
• Home visiting and community services
• Virtual ward services.
• Urgent wrap around care services.
• IV at home service.
• Homeless Health service.
• Advice to ambulance crews and other community teams to help patients remain at home or to see the most appropriate secondary care team.
• Recruitment, induction and support of workforce through a team dedicated to supporting Primary Care Networks and hosting of the Cambridgeshire & Peterborough Training Hub.

Our principles

• To attract innovation and investment into primary care.
• To be dynamic always seeking out new opportunities.
• To be the primary care provider at scale -supporting delivery of services at place level that benefits our patients and members.
• To engage our clinical community identifying local clinical leaders to drive service redesign and delivery across our place.
• To face challenges head on, working collaboratively to deliver solutions.