Single Point of Access

Job summary

A new, excitingopportunity has arisen due to remodelling and expansion of the Referrals Hubresources for a dynamic, enthusiastic, self-motivated, experienced clinicalprofessional with excellent leadership and knowledge in clinical palliativecare practice.

The new post is to line-manage and lead the hospice wellestablished referrals team of Clinical Specialists/Referrals Assistant/Admission& Referrals Coordinators and facilitate development towards a single pointof access (SPA) for the hospice in line with organisational strategy.

Main duties of the job

This rolewill provide managerial oversight of a busy Referrals Hub working a 7-dayservice and direct point of contact for the processing of any professional or self-referralfrom external partners/individuals covering the boundaries of Barking &Dagenham, Havering, Brentwood, Redbridge and West Essex.

The service works very closely with the SpecialistCommunity & Crisis Support Service, Hospice at Home, the 18 bedded Ward, Therapiesand Wellbeing Services, in addition to working collaboratively with otherinternal and external healthcare professionals is an essential part of the initialcontact point for specialist hospice services withing the local area.

We arelooking for an experienced senior professional who has excellent communicationwith proven leadership experience, clinical assessment / prioritisation skills forcomplex symptom management, and who understands competent and strong managerialsupport required for a highly valued and essential service.

In returnwe offer a variety of staff support options, professional development opportunities,educational links to our onsite Pepperrell Education Centre, free parking onsite, excellent team working and a supportive working environment with linemanagement led by Head of Community Services.

About us

We are not a Licensed Sponsor & therefore are unable to provide sponsorship to applicants who do not have the Right to Work in the UK.

We are a dynamic, forward thinking organisation delivering a full range of specialist palliative care services for patients with life limiting illness. We achieved Outstanding in our CQC inspection & have reconfigured our services to meet the changing needs of our local community. We support 5 Clinical Commissioning Groups & have a robust governance structure in place. We provide inpatient clinical services within a modern, personal & friendly 18-bedded unit, as well as Specialist Community Crisis Support Service, Hospice at Home Service & Specialist Day Therapy Service. We also have the hospice Pepperell Education Centre that has an excellent reputation for delivering high quality education programmes and study days.

All communication regarding your application including invitations to interviews will be sent to the email address you have stated on your application form, if you could also provide a contact telephone number as well. Please ensure that you provide contact business email addresses for your referees, one of which must be your current or most recent employer.

Please note that we are a charity & not part of an NHS Trust & we are situated in a quiet location in the village of Havering-atte-Bower, outskirts of Romford, therefore please consider our location when applying.

Job description

Job responsibilities

JOB SUMMARY:

Main Purpose:

The post holder is responsible and accountable for the organisations Single Point of Access (SPA) & Referrals Hub and will:

Promote and monitor safe, effective practice and adapt to degrees of complexity

Enhance the experience for people accessing the service.

Provide effective managerial leadership to Clinical Specialists, Referrals Assistant, Referrals & Admissions Coordinators

Contribute to the delivery of the organisations objectives and strategy.

The Single Point of Access & Referrals Hub Manager will work pro-actively across all services areas within Saint Francis Hospice (SFH) ensuring that all processes are in place for an individuals referral to SFH Services and that access to services is appropriate and in real time. The post holder will work closely with Community Services, the Ward, Therapies & Individual Support Services, OrangeLine & Wellbeing/Therapies Services staff ensuring that all are informed and working in collaboration for the best outcome for the referred service user.

Main Duties:

Champion the Hospice values to provide effective clinical and professional leadership for the whole team within the SPA & referrals hub to address the complex needs of people in our care, their families, and carers.

To promote multi-professional working across the organisation

To take responsibility for the ongoing development and progression of a stand-alone service

To work leading on incoming complex referrals to the SPA & referrals hub providing high standards of clinical triage/assessment & specialist palliative care, advice and support to individuals, relatives and carers and being a role model to other members of the team & signposting referrals for other services as appropriate.

To be responsible for the leadership and day to day management of all staff who work within the Referrals Hub & SPA, to facilitate their professional development, clinical practice and ensure the highest possible standard of care.

Lead on the day-to-day referrals complex communications and processes in close consultation with the referrals hub team, SPA, the SCCS Managers and wider teams throughout SFH as well as external referrers.

To work collaboratively with the primary care team to provide high quality specialist support, advice and symptom control to individuals with specialist complex palliative care needs and their carers in their primary care setting.

To work alongside the SCCS Managers /Head of Community Services in monitoring and maintaining quality nursing practice in accordance with national and local standards/guidelines and organisational strategy.

Lead on SPA & Referral Hub current and future developments responding and delivering all referral hub objectives, service delivery goals and opportunities, in line with Hospice Strategy.[GB1][LB2]

To be able to work flexibly across a 7-day service as indicated by service needs and demand as the SPA & referral hub further develops in line with strategic direction towards collaborative external SPA model and internal SFH development of virtual ward model to extend existing service offer.

Leadership and Operational Management

To lead an effective, innovative expert team and demonstrate expertise with complex care and planning.

To identify opportunities for service development in line with internal and external strategic direction.

To lead in attendance to internal and external Multidisciplinary Team meetings for liaison of potential complex admissions and safe discharges back to external services.

To ensure relevant parties are kept informed regarding the complex management of professional and self- referrals and subsequent outcomes and data collation

To actively monitor key performance indicators and data outcomes regarding referrals for SFH ensuring compliance and reporting any variances to Head of Community Services.

To ensure that the SPA & Referrals Hub is staffed safely at all times according to need and within allocated resources with accountability for the duty rota in collaboration with SCCS Managers to ensure consistency and clinical expert cover.

To be responsible for management of authorised Leave for the Referrals Hub team and sign off ensuring adequate staffing to provide service on a daily basis

To be responsible for SPA & Referrals Hub HR activity including involvement in recruitment and selection of staff, orientation, and induction of new staff.

To contribute towards budget setting process and where appropriate manage a delegated budget ensuring this is maintained as allocated in line with monthly special duties/overtime sign off and potential travel expenses

Supervision and co-ordination of SPA & Referrals Hub team.

To undertake delegated duties from the Head of Community Services in relation to complex senior nursing and clinical issues.

To co-ordinate/monitor the appraisal system and undertake all SPA & referral hub staff annual appraisals and monthly 1:1.

Contribute to reports as required for internal use and for external use regarding referral demand and outcomes.

Ensure and oversee Referral Hub service compliance with all Health and Safety requirements.

Contribute to local, regional, and national forums for specialist palliative care services as a SPA & referrals professional representative.

Develop and maintain working relationships with other Local Hospices, Acute Trusts, Primary Care, Community Services and Local Authority Services to ensure joint service planning as appropriate.

To ensure that the Referrals Hub provides an excellent learning environment for staff and those on placement and ensure that knowledge is shared.

To promote the development of Referrals Hub nursing and administrative support through reflective practice and ensure other support mechanisms are in place.

To have responsibility and contribution to service policy development and effective implementation

To work alongside SFH practice development /education to identify and meet the development needs of staff, through induction, orientation, appraisal, and learning/support following incident.

To participate in education programmes, internal and external, as required.

To be responsible for monitoring/support of the staff competency framework.

Attend monthly internal QCSS & Management Group meetings and other internal meetings relevant to the SPA & Referrals Hub Manager role and ensure appropriate information is fed back to the wider team.

Professional Responsibilities

To lead and line manage the SPA/Referrals Hub by example, by demonstrating excellent teamwork, collaboration, inspiration, and direction.

To keep abreast of requireddevelopment/knowledge related to complex nursing practices and specialist palliative and end of life care and ensure application of theory to practice.

To understand the importance of own professional accountability and recognise individual responsibility for personal and professional development in accordance with the Nursing and Midwifery Council Code of Professional Conduct.

To identify own development needs and initiate a plan to meet those needs.

To receive reflective practice/one to one supervision for own personal and professional development.

To facilitate quality initiatives both for the SPA/Referrals Hub and from a perspective across the hospice.

To adhere to the policies and conditions of service of SFH.

To understand that the SPA/Referrals Hub Manager role may change as the post develops, but only with discussion between the Head of Community Services and Director of Services.

Research and Audit

To participate in research and audit as a regular process of monitoring the service

To identify realistic and current opportunities for research and audit of practice.

Governance and Quality Assurance

To assist with responding, reporting, analysing, and learning with regards to concerns, complaints, and events in liaison with the Heads of Service/Directors/Sentinel processes. (inclusive of PSIRF events)

Ensure the SPA &Referrals Hub manages safeguarding in line with policy, process, and escalation, with documented reference to Safeguarding Leads.

To lead on follow- up of recommendations from internal audits applicable to the service

To encourage and facilitate audits specific to SPA/Referral Hub processes and share outcomes within the organisation.

To ensure that national and local policies and procedures are adhered to by all staff and in accordance with the Regulations and Standards of the Care Quality Commission and Nursing Midwifery Council (NMC).

Person Specification

Qualifications

Essential

Trained and qualified nurse/health care professional with current registration and evidence of PIN. Significant professional clinical senior level experience Band 7 Degree or equivalent experience in relevant area of work- Specialist Palliative Care beneficial. Evidence of knowledge and practical application of team leadership and line management. Evidence of Continuing Professional Development. In depth knowledge and understanding of the CQC registered service requirements for hospice service delivery. Evidence of leadership and management personal development or willingness to work towards.

Skills, Abilities, Knowledge

Essential

Advanced communications skills, both written and verbal presentation. Excellent organisational/time management skills with evidence to support application. Strong interpersonal skills with ability to communicate effectively at all levels across a range of situations, including difficult and complex conversations. Ability to work under pressure and prioritise constantly changing, high volume complex workloads experience and ability to work to deadlines. Proven ability to make clinical decisions at all levels of complexity, to work on own initiative and accept responsibility. Advanced symptom control knowledge and complex case management. Ability to work alone effectively/efficiently and as part of a wider team. Good standard working knowledge of IT - inclusive of excel, access, word and power point. Knowledge of current key Palliative Care nursing and service provision levers. Ability to demonstrate knowledge of hospice work coupled with enthusiasm and commitment to the work of the Hospice. Ability to command the confidence and credibility of clinicians and managers. Able to think operationally and strategically. Adaptable, flexible, and able to handle uncertainty. Able to engage with, motivate and lead others. Ability to provide clinical supervision.

Desirable

Knowledge of existing NHS and Local Authority architecture.

Responsibilities

Essential

Is able to demonstrate experience and knowledge of policy and service development implementation.

Other Requirements

Essential

Demonstrable experience in palliative care nursing. Ability to maintain and understand the importance of confidentiality. Willingness to take on new responsibilities and respond positively to and manage change in the work environment. Willingness to work flexibly across a 7-day service to accommodate service requirements.

Experience

Essential

Mentoring and supervising senior level nursing posts. Experience of coordinating an effective duty rota and resourcing a service to meet changing levels of individual needs/complexity. Experience of supporting and developing others through an appraisal process; and ability to lead and manage others promoting fairness and teamwork. Experience of service redesign and implementation. Experience of working with and developing specialist palliative care services.

Desirable

Experience of working within the NHS or Local Government and in particular implementing service policies and procedures.

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