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Care Navigation Hub Manager

4 months ago

Middlesbrough, United Kingdom Linthorpe Surgery Full time

Job summary

Linthorpe Surgery are looking for an enthusiastic and motivated Care Navigation Hub Manager who can demonstrate excellent leadership and people skills, and is well organised, with a passion for delivering high standards in patient care.

The role is to compliment and sit alongside our current Management Team with defined roles and responsibilities.

Previous GP practice experience is essential.

Main duties of the job

Main aspects of the role include:

People Management

Significant Events and Complaints

Monitoring demand and capacity

Managing day to day operational processes in the hub

About us

LinthorpeSurgery is the largest practice in Middlesbrough with 9 GP partners, 4 salariedGPs, 2 Clinical Practitioners, 4 Practice Nurses, 2 HCAs and a superb group ofhighly committed and enthusiastic administrative and reception staff. We're situated close to the town centre witha branch surgery in North Ormesby and a list size of over 20,000.

The practiceis a member of Holgate Primary Care Network.Within our PCN team we have support from social prescribers, pharmacists,enhanced care home practitioners, mental health practitioners, safeguardinglead and care co-ordinators.

Job description

Job responsibilities

Aspects of Role:

(i) DAILY

MorningHuddle for staff at (urgent updates, focus for the day, staff seats,challenges for the day, important reminders)

Review& understand capacity for the day including:

o PCN Urgent Care Hub

o Same-day Clinical Practitioner & GPappts (F2f & TA)

o Enhanced Access appts (evening & SATmorning)

Checkin with Hub GP and provide twice daily update of appointment availability asabove

Checkin with reception staff and waiting room coordinator.

ManageCNH Manager ledger and delegate work/actions across the team as appropriate

To prioritise work and manage the team that allows flexibilitydepending on the time of day and pressures asking staff to temporarilysupport another member of staff in their role.

Breaks:ensure everyone aware of break time and lunchtime.

Seats:regular review of demand to flex seat positions.

PHONELINE:

o To log into screen/monitor for Babblevoice calls

o To regularly monitor phone line wait andnumbers

SMART IN-BOX:

oto monitor smart in-box volume and liaise closely with GP and CareNavigator seat to prioritise same-day appointments

oto agree with Hub GP if max same-day capacity is being reached andif appropriate to switch off e-consult.

oIf e-consult is temporarily being switched off, then three actionsmust be done:

1) Switchtelephone message via Babblevoice desktop (admin rights needed)

2) Record date andtime of switching off on log-sheet

3) Switch backtelephone message to normal message at end of day (or first action nextmorning)

CAPACITY MANAGEMENT (APPOINTMENTS):

oregularly review all unused approaching appointments (surgery,nursing, PCN Urgent Care Hub and enhanced access) to ensure these are used byconverting to same-day telephone or QR appointments and liaise with the Hub GPas needed

oensure team communicate any same-day cancellations throughout theday to ensure appointments are used

owhere necessary, change appointment type ( from F2F to TA or QR)to avoid un-used appointment.

oensure Enhanced Access appointments are fully booked for the dayand in advance and not un-used

oMonitoruse of postnatal appointments: if mum DNA then convert baby appointment to beutilised (TAs or QRs). Note check in morning if there are any to monitor

o Reviewinterpreter appointments at beginning of day:

1) if double appt for GP trainee (from20mins to 40mins), then convert on the day to 30min appt and 10min QR.

2) If double appt for GP (from 15mins to30mins), then convert on the day to 25 mins and one 5 min QR

MANAGEHOME VISITS:

o (approx.) liaise with Hub GP and review home visits

oLiaisewith Hub GP and allocate HVs at mid-morning

oItmay be appropriate to un-block some protected HV slots to appointments at, leaving sufficient number of slots blocked just in case additional HVscome through

o (latest) agree with Hub GP to unblock remaining HV slots and convert tosame-day TA and/or QR slots (max hr) as follows:

x6 QR slots for GP or

x3 same-day TAs for GP or combination ofboth

x3 QR slots for GP Trainee

x2 same-day TAs for GP Trainee

WAITINGLISTS:

o daily and weekly review of each waitinglist to pick up any concerns

o support and advise booking team whereneeded

CALL-CARETEAM (Manchester):

o To liaise closely with the Call CareTeam working remotely from Manchester via agree WhatsApp group and inform themof any changes in the day, key information, when e-consults are switched offetc

o To monitor TEAMS IN-BOX for patientqueries from Call Care Team. Process as follows:

CallCare Team would hold patient on their line

CallCare Team to send instant TEAMS MESSAGE to Hub Manager PC and one other memberof staff in Hub Room

Queryaddressed and patient continued to be managed by Call Care Staff. Call Teamwill then build on their knowledge base to manage such problems in the future

(ii) WEEKLY

Staffcheck ins; individual time with staff members to review any queries/concerns,short period of observation. Sit for 5 minutes to check in.

Rota:review any potential challenges or changes for the coming week

Data:run standard reports for e consult and appointment data

(iii) MONTHLY

Rotaproduction provided ONE MONTH in advance and take one afternoon per month ofprotected time to create this.

Staffsupervision: 10 mins protected time to discuss challenges/aims for all establishedstaff and review progress with induction plan for new staff review training andinduction progress.

Newstaff induction: will require listening in to telephone conversations andsupport as per induction plan

Data:summarise reports and highlight any trends/challenges to management

Personaldevelopment: mandatory training-to be built into the rota plan

Updatedesk aid and signposting information for each hub seat

Planmonthly meeting with Team

Person Specification

Experience

Essential

NHS / Primary Care General Practice experience Experience of workforce planning / rota management

Desirable

Experience of leading multidisciplinary teams Experience of performance management Experience of producing agendas and minutes for meetings GP practice Reception Manager experience Handling patient complaints

Qualifications

Essential

Good standard of education with excellent literacy and numeracy skills

Desirable

Leadership and / or Management Qualification or willingness to work towards this