Clinical Services Manager

Job title: Clinical Services Manager

Location: Surbiton Health Centre with travel between other hub locations within Kingston.

Contract Status: Permanent

Accountable to: KGPC COO (Operations)

JOB PURPOSE

This post is responsible for the provision, management and monitoring of the clinical service arm of Kingston GP Chambers, including Kingston Extended Access Primary Care Service and the GPs with Extended Role Services. The post holder will work with the Digital Projects and Innovation Manager and the service Clinical Lead to provide a high quality, safe and adaptable service provision.

CORE KEY RESPONSIBILITIES
Service management of the Extended Access Service:

• Be responsible for the provision and rostering of both clinical and reception staff for all Extended Access Service hubs.
• To communicate with all GPs providing the service regarding changes to shifts and changes to hours when required.
• Provide timely feed-back to the rostered GPs regarding any issues which may affect them during their shifts the hub sites.
• Maintain accurate records of rostering to ensure accuracy of rota, timeliness of invoicing and general housekeeping.
• Promptly communicate with the manager and administration staff at the Hub sites ensuring they are familiar with the service procedures and processes.
• Minimise the impact of late cancellations by clinicians by making every effort to fill clinics at short notice and where this is not possible, move patients to other hubs as appropriate.
• Be responsible for the efficient and effective operational management of the GPs within the clinical services, supporting the Clinical Service Leads and Digital Projects and Innovation Manager in all matters affecting the delivery of the service.
• Actively promote and advertise the service using all available methods of communications including "difficult to reach" groups.
• Monitor the usage of sites including telephone calls and suggest changes where appropriate.
• Support the GPs within the clinical services to respond to operational issues and work with the reception staff to ensure the clinical staff are fully and effectively utilised throughout each shift.
• Contribute to the development of the strategic direction and annual business planning of the clinical services and assist in the determination of policy and strategy with the Clinical Leads / Service Lead and Digital Projects and Innovation Manager.
• Provide and develop a working environment and open culture which fosters high morale and commitment among the clinical services teams and adds to their own personal development.
• Ensure the establishment and maintenance of good relationships and communication throughout the clinical services.
• Deal directly with key external stakeholders including local Commissioners, other external agencies and contractors as required.
• Assist with the production of accurate information for all clinical services.
• Provide an on-call service which can be accessed by administration and GP staff to ensure service continuity.

Service management of the GPwER Services

• Be responsible for the day to day efficient and effective operational management of the services, supporting the Digital Projects and Innovation Manager and Clinical Lead in all matters affecting the delivery of the services.
• Respond to operational issues on a day to day basis and ensure issues are swiftly resolved. To implement longer term solutions to issues raised, when required. These will range from basic administration issues to more complex approaches requiring the support and agreement of groups of staff including clinicians.
• Foster high morale and commitment among all staff and clinicians and promotes their well-being and personal development.
• Ensure the establishment and maintenance of good relationships and communication throughout the services.
• To work with administrative and clinical staff to achieve sustained improvements in both services in the following areas:
• Clinical quality
• Patient satisfaction
• Financial efficiency
• Meeting local & national targets
• Line manage and appraise the GPwER staff.

Service Improvement

• In collaboration with the Clinical/Service Leads and Digital Projects and Innovation Manager, facilitate the site specific pathways and projects to improve access to the GP service.
• Develop the service to meet service needs and in line with CCG contractual obligations.
• Plan and manage the implementation of projects to modernise services and to improve facilities and working practices to meet organisational and service delivery plans.

Performance and Finance Management

• Be accountable to the KGPC Joint COOs for the financial performance of the clinical services.
• Ensure strong financial service performance against plans through identification of problems at an early stage and the initiation of corrective action.
• Lead on ensuring that all performance/quality targets are met.
• In collaboration with the CQC Specialist, ensure that all clinical services are delivered in line with the requirements of the Health & Social Care Act, ensuring that services maintain their "Good" CQC rating.
• Administratively line manage the GP staff within the clinical services in accordance with KGPC policies and procedures. Ensure the recruitment, selection, performance management, appraisal and personal development is completed annually.
• Ensure effective partnership working with the hub sites sand Commissioners to ensure timely responses.
• Identify cost pressures, service development and cost improvement plans, develop business cases to meet requirements and present to KGCP Management Team as required.
• Ensure that KGPC's Standing Financial Instructions are adhered to and that all staff have an understanding of these instructions.

COMMUNICATIONS AND WORKING RELATIONSHIPS

Internal:

• Regular working with the KGPC Clinical and Support Services Teams
• Reporting to the COO (Operations), providing regular update reports as required.

External:

• Kingston GP Practice Managers and PCN Managers
• Kingston Hospital
• SWL ICB

HEALTH & SAFETY FACTORS TO BE CONSIDERED IN THIS ROLE

• Working with people in distress who on occasions may be hostile, confused and have difficulty communicating and as a result may pose risks to themselves or the safety of others
• Working within the Company's Working Alone Policy thus ensuring their safety at all times
• Have daily use of a VDU
• Responding to rapidly changing work environment including flexibility to work across localities
• Respond to and assist in dealing with challenging behaviour
• Prioritising, managing and responding to all the demands made from those involved in the service e.g. staff, managers, patients, relatives
• Responding to rapidly changing work environment as a result of clinical incidents

General Duties

• To undertake any other reasonable duty, which is appropriate to the band when requested by senior staff.
• To be familiar with and comply with all the Company's policies, procedures, protocols and guidelines.
• To demonstrate an understanding and commitment to the Company's values.

This job description is designed to reflect duties currently incorporated in this post. These may change in light of a change in the service provided by the company, but any such change will be fully discussed with the post holder. This job description is subject to an annual review.

PERSON SPECIFICATION

Job title: Clinical Services Manager

Location: Surbiton Health Centre (with travel to other Hub sites)

Responsible to: Digital Projects and Innovation Manager

Accountable to: COO (Operations)

Line management responsibility for: Enhanced Access and Minor Illness Admin team

QUALIFICATIONS

ESSENTIAL OR DESIRABLE

METHOD OF ASSESSMENT

• Professionally educated to Degree Level or equivalent experience - Desirable
• Professionally educated to Degree Level or equivalent experience - Desirable
• Evidence of continued professional developmen - Essential
• Evidence of continued professional development - Essential

LENGTH AND / OR NATURE OF EXPERIENCE

• Experience of working in a primary care environment - Desirable
• Experience of working in a primary care environment - Desirable
• Working knowledge of Microsoft Office packages, e.g. Word, PowerPoint, Publisher and Outlook - Essential
• Working knowledge of Microsoft Office packages, e.g. Word, PowerPoint, Publisher and Outlook -Essential
• Advanced working knowledge of Excel for data extraction, analysis and reporting purposes - Essential
• Advanced working knowledge of Excel for data extraction, analysis and reporting purposes - Essential
• Working knowledge of EMIS - Desirable
• Experience of successful line management of staff - Essential
• Experience of successful line management of staff -Essential
• Experience of monitoring budgets and business planning processes - Desirable
• Experience of monitoring budgets and business planning processes - Desirable

SPECIALIST KNOWLEDGE AND SKILLS

• Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly - Essential
• Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly - Essential
• Experience of setting up and implementing internal processes and procedure -Essential
• Experience of setting up and implementing internal processes and procedures - Essential
• Ability analyse complex issues where material is conflicting and drawn from multiple sources - Essential
• Ability analyse complex issues where material is conflicting and drawn from multiple sources - Essential
• Demonstrated capability to act on incomplete information, using experience to make inferences and decisions - Essential

PERSONAL SKILLS ABILITIES AND ATTRIBUTES

• Approachable and flexible - Essential
• Excellent communication skills (written and verbal) - Essential
• Be able to prioritise tasks and manage time effectively - Essential
• Ability to work under pressure - Essential
• Ability to assimilate new concepts and approaches to care - Essential
• Ability to engage positively with colleagues - Essential
• Ability to work effectively as a team member - Essential
• An Ability to work with people in a collaborative way - Essential
• Presentation skills - Desirable
• Ability to manage challenging situations - Essential
• Time management and ability to prioritise - Essential
• Demonstrate problem solving in complex situations - Essential
• Ability to undertake all statutory and mandatory training - Essential

OTHER REQUIREMENTS

Driving licence and access to a car for the purpose of travel between sites

Availability and willingness to participate in the evening /weekend management "on call" rota (with additional pay)