Job Title: Operations Manager for Access
Salary: £58,000-£65,000k per annum (Band 8a Equivalent)
Responsible To: Head of Service Delivery
Hours: 37.5 hours per week
Key Relationships: 32 General Practices: 4PCN’s, WL ICB, Central London Borough Team, Westminster City Council, Bi-Borough (West London), Central and North West London NHS Foundation Trust (CNWL), Central London Community Healthcare NHS
Who We Are
Healthcare Central London Ltd (HCL) is a federation of 32 General Practices and 4 Primary Care Networks (PCNS) in Westminster caring for more than 275,000 registered patients. We provide Community and Primary Care services to our local residents, in addition to a wide range of staffing, management and administrative support to our member practices. By working closely with our PCNs and other key partners, including the Local Authority and community Organisations, we help people to stay well and live healthier lives for longer.
We operate Federation-led services including Respiratory and Spirometry hubs; Community Cardiology; Community Dermatology; Community Diabetes service; Access E-hub and Enhanced Access and we support PCNs with managing their NWL single offer contract of services and the National Network DES contract, including ARRS roles.
We are proud to have a unique model of community-led care and support to tackle imbalances and inequality in the system called ‘The Octopus’ and takes us on a journey as part of the Westminster Integrated Neighborhood Team (INT)
We work collaboratively with other partners in the commercial sector including joint ventures; research and consultancy.
Our Approach
Our approach is to deliver exceptional assistance to our 32 General Practice members and to operate our NHS contracts in a manner that supports our Practices and their patients by providing services economically, locally, promptly and in a familiar environment.
Our employees work flexibly according to the needs of our customers, typically onsite at our practices, or hub sites including South Westminster Centre or at our office at Capital House near Edgeware Road tube station.
Our Purpose
Our purpose is to transform Health and Wellbeing in our communities.
Our Vision
Our Vision is to be the Healthcare Provider of choice, rooted in primary care.
Our Values
For our practices, patients, teams and ecosystem we commit to be:
Compassionate: we listen respectfully, offer the opportunity for different viewpoints, and are kind to each other
Accountable: we work with integrity, taking accountability for our work to achieve the highest quality outcomes
Resilient: we listen and with this feedback, we constantly build and improve
Pioneering: we champion change, embrace creativity and promote innovation and new ways of thinking
Aspirational: we nurture and motivate so our people are enabled to reach their full potential
Role Summary
The Operations Manager will play an important role within the organisation leading Additional Access (face-to-face service), Enhanced Access (face-to-face/remote service) and HCL’s clinical facility at South Westminster Centre. The face-to-face services currently operate from South Westminster Centre and five other hubs based at GP practices.
The Operations Manager will be supported by a Team Lead who line manages a team of Care Coordinators based at South Westminster Centre which operates 08:00 - 20:00 weekdays and 09:00 - 16:00 Saturdays. South Westminster Centre, the hubs and the services are closed on Bank Holidays.
As an Operations Manager, you will be responsible for the service delivery of Additional Access (weekday afternoons) and Enhanced Access services (weekday evenings and Saturdays). The Operations Manager will work closely with the Clinical Leads (GPs) for Additional Access and Enhanced Access to ensure that we’re delivering a safe and effective service as well as ensuring we have resilient clinical rotas.
The Operations Manager will be responsible for health and safety at HCL’s clinical facility within South Westminster Centre and ensuring that the admin/clinical teams have the relevant tools and clinical stock to deliver patient care.
The role is hybrid, the weekly requirement is 4 days at the office/clinical hubs and 1 day working remotely from home. HCL’s Head Office is located on Chapel Street (NW1 5DH).
The Operations Manager will support HCL in its mission to innovative and design exciting services which will change the way services are provided to patients. The Operations Manager will also support HCL in its delivery of safe and effective services for CQC compliance.
Role Requirements and Responsibilities
• Provide visible leadership for the Access services and South Westminster Centre
• Leads and develops the operational team within the Access services
• Supports the Head of Service Delivery with strategy development for Access
• Working collaboratively with the Clinical Leads (GPs) and Lead ANP to ensure the successful publishing and fulfilling of clinical rotas
• Working collaboratively with the Head of Pharmacy to ensure the successful publishing and fulfilling of clinical rotas
Working collaboratively with internal stakeholders who have services based at South Westminster Centre such as Asylum Seekers Health Check Service, Children’s Health Check (3-13 years), Clinical Research - Adults, Community Diabetes Service, Spirometry and more
• Identify commercial opportunities for the federation and drive change within the services to implement and bring in extra revenue where possible
• Identify funding streams for the federation and identify opportunities to improve services using these streams
• Working collaboratively with the Finance team to manage budget needs
• Working collaboratively with the Practice Managers responsible for the GP practices hosting Additional Access (currently Lisson Grove Health Centre, Marylebone Health Centre, Padding Green Health Centre and St John’s Wood Medical Practice) and Enhanced Access (Connaught Square Practice)
• Work with the Practice Managers within the federation to involve them in the services including regular communications, especially around service improvement
• Work collaboratively with HCL’s clinical and operational management teams to ensure we offer a high quality and effective care - develop methods to evaluate and record this therefore, monitoring quality and appropriateness of service
• Nurture talent and foster innovation within the teams
• Ensure teams adhere to clinical governance strategies, systems and processes and ensure the active participation by all staff
• All team members are complaint with statutory and mandatory training
• Ensure correct service policies and procedures are in place in conjunction with the Head of Quality Assurance
• Ensure mandatory audits/checks (daily, weekly, etc.), annual clinical equipment calibrations, annual PAT tests, annual risk assessments (health & safety and fire safety) are completed on time
• Service protocol development and sign off
• Working collaboratively with the Head of Quality Assurance to investigate and respond to complaints and incidents in a timely manner and provide root cause analysis
• Review and respond to feedback regarding Access services from GP practices in a timely manner
• Encourage an organisational culture committed to learning from complaints, incidents, audits as well as research and development. Implement improvement cycles including revaluation
• Lead on service delivery issues e.g. work collaboratively with the HR team to resolve issues relating to the poor performance/attendance of staff and the implementation of disciplinary procedures
• All aspects of staff management
• Peer support and review
• Recruitment, induction and appraisal of suitably qualified and experienced staff
• Chairing and active attendance in meetings (subject to change): Additional/Enhanced Access Working Group (Chair), Face-To-Face Steering Group (Chair), Enhanced Services Contract Meeting, Governance Committee, Operations Management, partner meetings, NHS Property Services, contract/performance review with Enhanced Access hub and other meetings as required
• Engagement with Practice members
• Work collaboratively with the Digital Transformation Team to implement successful transition from projects to business as usual
• Work collaboratively with Business Intelligence (BI) and Digital Transformation teams to ensure that the team has the relevant equipment and access to the required tools/platforms
Work collaboratively with Business Intelligence (BI) team regarding data reporting for individual/team performance, interpret key themes and trends and report to the Head of Service Delivery as well as ensuring we are achieving agreed SLAs
• Submit mandatory reporting to NWL ICB
• Deputise as required in the absence of the Head of Service Delivery
Requirements
Qualifications and Experience
Essential
• Educated to degree level or relevant level of skills and experience
• Evidence of continuing education and development
• Recent experience of managing groups of staff
• Recent experience of performance/sickness absence management
• Recent experience of managing a hybrid team
• Working at Band 7 or above for relevant period or comparable experience
• Experience of successfully leading and implementing service improvement projects
• Experience within a healthcare setting
• Experience of participating in clinical governance activities
• Experience of managing clinical stock
Desirable
• Experience of working within Primary Care
• Experience working within digital healthcare
• Experience with health and safety/clinical facility management
• Managing operations across multiple locations
• Contract management/running services to spec
Knowledge
Essential
• Working knowledge and a commitment to team approach and multi-disciplinary working
• Understanding of clinical risk management and clinical governance
• Working knowledge and a commitment to participating in and understanding of the management process
• Knowledge of various IT systems and good IT proficiency
• An understanding, acceptance and adherence to the need for strict confidentiality
• Knowledge and awareness of issues affecting Primary Care and more broadly within the NHS
• Know how to evaluate and improve service quality using a variety of means including data review
• Demonstrable achievement in managing change
Desirable
• Knowledge of EMIS, SystmOne, PATCHS and Surgery Connect
Skills
Essential
• Ability to develop and sustain relationships with a wide range of individuals and within groups
• Ability to work across organisations to deliver a common objective
• Willingness to share and collaborate across entire primary health team
• Ability to develop and maintain effective working relationships with multidisciplinary and multi-agency teams
• Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams
• Ability to recognise own limitations and act upon them appropriately
• Willingness to learn new skills and to problem solve daily
• Ability to work within the changing structure of the NHS
• Excellent communicator
• Ability to work in line with practice systems and processes
• Ability to understand complex issues, problem solve and propose solutions
• Analysis of complex data to produce succinct information appropriate for its audience
• Communicates the vision and brings it alive – describes what the future needs to look like in terms of service improvement and modernisation
• Able to take conscious steps to manage self under pressure – creating time for reflection and support for self and others
• Able to clarify key points from diverse and complex sets of information
Desirable
• Advanced Excel spread sheet skills
• Able to interpret data and support key business decisions
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.
