Service Delivery Coordinator
4 days ago
Business Management & Service Improvement
Work with the clinical leads to ensure that a culture of clinical excellence is embedded and maintained across the services
Management of medications across the services and work with the admin staff to develop necessary reporting around this
Understand the wider demands of the Provide Alliance in Doncaster and support both the Head of Urgent Care and Deputy Heads of Urgent Care in delivering services which meet our contractual requirements
Overseeing service level audits including patient satisfaction to allow us to benchmark our services within the wider healthcare community
Work in conjunction with the Head of and Deputy Head of Urgent Care Business & Quality Improvement and service Lead, plus wider teams to include: Business Growth, Business Transformation, Group Risk & Governance, Finance, HR & Wellbeing to ensure that the Doncaster Operational teams are fully aligned with all other business units within FCMS & PDS
Identify operational risks to service delivery in order to minimise risks and share any learning
Assist with evaluating services whilst looking for new ways to develop which will enhance service performance.
Ensure all levels of consumables, stock, drugs working with the wound care staff and Infection control lead to assist with ordering from external providers.
Complete ordering of required stock when necessary, escalating any ordering issues to service lead and clinical manager where necessary to ensure service can still run effectively.
Attend designated meetings where the information may be complex and sensitive, taking, and transcribing minutes. Distribute information prior to and after meetings in a timely way
Provide line management support to the administration team
Information Systems:
Understand all systems relevant to Operations and Clinical Governance to ensure effective management of reporting alongside use of data for improvement purposes
Patient Engagement & Satisfaction:
Understand patient satisfaction measures and utilise reporting to identify areas of improvement
Recognise the importance of patient feedback and what this brings to the organisation. In conjunction with Deputy Head of Urgent Care Business Quality & Improvement, learn from feedback and implement improvement actions where required alongside using this as an opportunity to use positive feedback to boost staff morale
Provide the Quality and KPI Service Lead with evidence to ensure key patient focussed KPI and Quality measures are met
Clinical Governance:
Ensuring check sheets are monitored by participating in spot checks across the service ensuring CQC standards and quality standards within commissioned contracts.
Have knowledge and understanding of all FCMS policies and procedures to ensure compliance across the services. Monitor review dates of local policies ensuring that these are updated as appropriate
Support the Service Lead and Deputy Head of Business Quality & Improvement by being the named lead for Ulysees system and ensuring that complaint, compliments, incidents and near misses are recorded accurately and managed in line with NHS procedures
Facilitate a culture where reporting issues and incidents is common place under the Duty of Candour and encourage organisational learning and continuous improvement by encouraging all staff to highlight and record incidents
To be the named lead for the Ulysees system ensuring that all risks, complaints and compliments are inputted accurately
Ensure robust recording of complaints and incidents alongside management of these and ensure that any lessons learnt are disseminated to all members of the team. Complaint investigation and responses to be completed in accordance with Company & NHS guidelines
Work with both Audit & Clinical Governance leads to ensure that all service quality & clinical audits are carried out to timescales and reported via appropriate Governance structures
Ensure all confidential correspondence, reports and other documentation are produced to a high standard and delivered when expected
Assist with the robust recording of complaints and incidents alongside management of these and ensure any lessons learnt are disseminated to all members of the team.
Finance
Ensure cross charges including clinical governance invoices are processed in a timely manner.
Assist services lead in obtaining financial data as required.
Information Governance, Risk & Health & Safety
Management of Subject Access Requests
Support the Service Lead, Deputy Head of Urgent Care in ensuring the Health & Safety and welfare of others in the working environment, following safe working practices, and complying at all times with both central and local procedures
Become a health and safety champion for the service, linking with Risk, HR Teams and NHS Property services to ensure high standards of health and safety are maintained through the buildings falling in line with NHS and FCMS policies.
HR, Wellbeing, Learn
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