PCN Service Manager in London

DHC is a successful GP Federation dedicated to supporting GP services across Surrey. We now have a great opportunity for an experienced manager to join our PCN Management team, with a focus on supporting the Dorking Primary Care Network. The successful candidate will be an experienced manager who will represent DHC, advocate for our practices and Primary Care Networks, contribute to positive changes in local healthcare and innovate to support general practice at a time of rapid change.

Main duties of the job

• Assist with service delivery, supporting practices with day-to-day working, as well as helping them achieve key performance indicators and manage data.
• Assist with the implementation of new emergent technologies in practices in the Primary Care Network.
• Attend meetings and represent DHC at the PCN, place and system level.
• Line manage Additional Roles staff within practices.
• Contribute to policy and service development, and assist with implementing DHC policies where relevant in practices.
• Have a role in a successful and dynamic team, with a shared goal of improving healthcare for our patients.

About us

DHC (Dorking Healthcare) has grown out of a collaboration of Dorking GP practices to become an NHS provider organisation that serves the population of Surrey. Our services cover primary care, community health, outpatient services (including diagnostics and procedures) and mental health (Talking Therapies). With a strong shared vision, we have been able to raise standards and bring about real change in the way NHS services are managed locally. DHC is a flexible and forward-thinking employer; we offer competitive benefits and the opportunity to pay into the NHS pension scheme.

Job responsibilities

Location: Dorking and Leatherhead PCN locations
Working pattern: Part-Time or Full-Time

The Primary Care Network (PCN) Service Manager will support the Head of PCNs in the operational delivery and management of PCN services, ensuring key standards are met, maintained, and sustained. PCNs are critical to the changing NHS and remain the focal point of all locally developed planning and service delivery. This role will be key to the success of the PCNs ensuring:

• Leadership of the design, development and delivery of high-quality projects and services across the PCN footprint as required to meet National Service Specifications and local programmes, adapting to changing needs and demands on the services.
• Support with the implementation of new and emergent technologies in the PCN.
• The provision of highly effective people management, including Line Management, performance/conduct management and recruitment/retention.
• Education pathways for Additional Roles staff, ensuring requirements of the Network DES are met.
• Responsibility for all aspects of Governance for the PCN with support of the Governance Manager.
• To develop strong links and partnership working with providers across the Neighbourhood and the Federation.

The PCN Service Manager will work closely with the Head of PCNs, PCN Clinical Directors, DHC Directors for the PCNs, the practices within the PCN and the wider DHC management team as well as other providers within the Neighbourhood. The post holder will be expected to work independently to manage their own workload in line with service requirements and local/national policies. The post holder will be required to deputise for the Head of PCNs where required and appropriate. The PCN Service Manager will be an innovator who embraces change and strives for excellence.

Duties and Responsibilities of the Post

Service Delivery

• Ensure that the PCNs are meeting required outcomes, ensuring all team members understand and capture the required data set.
• Provide digital support and advice where relevant to service delivery and assist with the implementation of new technologies.
• Work with the PCN Governance Lead to ensure statutory and regulatory compliance is met.
• Ensure the effective and efficient operational management of the Additional Roles team, including working with the Clinical Director and Local Clinicians.
• In conjunction with the Head of PCNs, Clinical Director, and practice teams, set performance targets, ensuring these are reviewed regularly and necessary actions are taken to address areas for improvement.
• Work with Talking Therapies Service Managers to ensure integration of Talking Therapies into PCN models.
• Continue to develop strong working relationships and integration with both Primary Care and local services across the Neighbourhood.
• Lead and regularly report on PCN Lead services such as the Enhanced Access service.

Communication

• Ensure good communication systems are in place within the service and with all key stakeholders.
• Listen to and respond to the needs of people with lived experience to shape and develop services.
• Respond appropriately to contentious, sensitive and difficult enquiries to ensure a satisfactory conclusion.
• Attend regular meetings within DHC and represent DHC and/or PCNs at ICS place-based project meetings when required.
• Responsible for ensuring that all staff are fully engaged in all developments.

Staff Management

• Operational line management responsibility for delegated Additional Roles staff within the PCNs.
• Appropriate performance management of staff/Contractors and undertaking of regular appraisals.
• Ensure robust communications plans are in place with Additional Roles staff across the Federation.
• Hold regular staff meetings and ensure appropriate records are kept and shared.
• Ensure services meet their contractual requirements and agreed performance metrics.

Policy and Service Development

• Lead the development and implementation of PCN improvement programmes and the implementation of new services.
• Provide digital expertise for the practices as they implement new technologies.
• Review and develop services, including the collection of data for the drafting of reports, business plans and development of policies and/or procedures.
• Plan and lead service improvement initiatives to improve the quality of services.
• Contribute to the strategic development of the PCNs.
• Ensure clinical incidents are appropriately reported, investigated and risk registers/assessments are reviewed in a timely manner.

Work Setting and Review

• To manage own workload efficiently and effectively on a daily basis.
• Maintain confidentiality at all times.
• Be focused on solutions and a proactive approach.

Individual Responsibilities

• Adhere to DHC policies and procedures and relevant legislation.
• Participate in reflection, self-evaluation and continuous professional development.
• Contribute to ongoing projects as required.

Special Conditions

• Undertake other duties as required, which are commensurate with the nature of the post.

Confidentiality

The post holder must maintain the confidentiality of information about patients, staff and DHC business in accordance with the Data Protection Act 2018 and Caldicott principles.

Health and Safety

All Managers have a general accountability for ensuring, so far as is reasonably practicable, the health, safety and welfare of the employees under their direction at work.

Equal Opportunities

DHC has adopted an equal opportunities policy, and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination.

Person Specification

• Highly developed leadership skills.
• Highly developed communication skills in a range of formats to a diverse audience.
• Highly developed people management skills.
• Competent IT skills including working knowledge of the Microsoft Office suite.
• Familiarity with new emergent technologies likely to be adopted in practices.
• Ability to be an advocate for service.
• Ability to stay calm under pressure.
• Experience of working with diverse communities.
• Ability and willingness to regularly travel to locations throughout the organisation.
• Experience of providing operational leadership of a large and diverse team.
• Experience of managing projects.
• Experience of working to targets within a budget.
• Experience of successfully managing teams.
• Experience of managing service delivery to ensure regulatory compliance is met.
• Experience of writing and producing reports, audits, and project plans.
• Experience of delivering service development to enable integration and change.
• Experience of implementing new technologies.
• Experience of managing a multidisciplinary team.
• Experience of managing contracts.

Qualifications

• Education to degree level or equivalent relevant work experience.
• Formal training in Leadership and Management.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Depending on experience £43,000-44,300 FTE dependent on experience.