Service Delivery Lead/Project Management in Carlisle

Carlisle Locality has a 6-month fixed term opportunity within either GP Service Delivery Lead or Project Lead role, working across Eden Medical Group & Warwick Square Group Practices. This opportunity is intended to support the ongoing work of the locality to either support & lead with Practice Management tasks and/or specific project work to support continuous improvement across the locality. The successful candidate will work closely with the Practice Manager & Locality Lead and further colleagues to support operational and/or project-based priorities. The exact focus of the role can be shaped around the individual's skills, interests, and development goals.

Main duties of the job:

• The primary role of the Service Delivery Lead (SDL) is to ensure the effective day-to-day operation of a practice or practices, ensuring that services are delivered safely and effectively.
• The Project Lead element is to deliver in partnership with other NCPC colleagues programmes of improvement or change, supporting our ambitions to ensure we deliver high quality care to our patients.
• The post holder will work with delegated responsibility for the agreed non-clinical activity on a practice site or sites and will work with other Service Delivery Leads within the locality.
• The post holder will work with the Locality Lead to ensure that staff and patients remain safe and services are delivered within delegated budgets and in adherence to agreed standards, policies and procedures.
• The post holder will be the first point of call for practice staff and will liaise with other colleagues across NCPC sites to develop solutions to operational challenges and develop effective and efficient services.
• The post holder will be given agreed projects to focus on and deliver, working closely with colleagues across NCPC.
• The post holder will be expected to provide cover for other Service Delivery Leads if required within the Carlisle Locality.

About us:

Carlisle Primary Care Network (PCN) consists of 3 Practices: Eden Medical Group, Warwick Square Group and Carlisle Central. The Network and Practices are focused on shaping our services to best meet our patients' needs, and work collaboratively to ensure we improve services and build for the future. We are focused on providing new and innovative solutions to addressing the healthcare requirements of our patients, now and in the future. We are passionate about providing our multi-disciplinary teams with support and positive working environments, and strive to ensure we work collaboratively to provide this.

Job responsibilities:

• People and HR: Responsible for non-clinical line management of all practice staff, informs recruitment plans, performs appraisals, follows disciplinary, grievance, performance management policies, identifies training and development needs, carries out local site inductions. Manage rotas, annual leave and absences to ensure adequate staffing levels and reporting resource problems. Implements HR policy. Manage individual and team performance, including annual reviews in line with policies. Ensure that the staff teams are adequately trained and competent in their role. Maintain accurate attendance data and instigate interventions to manage attendance as appropriate. Hold regular staff meetings to ensure practice, system and national developments are disseminated and staff can raise issues and feed back to managers. To manage any disciplinary, grievance issues in line with NCPC procedures. Contribute to staff and resource planning activity. Monitor staffing and overtime budgets. Provide accurate information to payroll provider to ensure accurate payroll and pension administration.
• Development and Improvement: Lead on agreed projects or programmes focusing on improvement or change. Drive innovation, improvement, modernisation and high levels of staff and patient satisfaction. Work with the Locality Lead to identify ways of working across practice sites/in a locality to develop and deliver effective and efficient services. Working alongside the Locality Lead and operational staff to ensure they have all the necessary tools to achieve high quality outcomes. Involve all staff in continuous service improvement.
• Finance: Manage and record local expenditure within a delegated budget. Manage petty cash expenditure. Monitor staffing expenditure within delegated budgets. Monitor and reconcile NHS income against activity using NCPC accounting systems. Ensure claims are prepared accurately and within time limits. Provide financial information to support preparation of accounts and to aid decision making.
• Premises and Equipment: Responsibility for the security, repairs, maintenance and insurance of premises and equipment. Ensure that premises and equipment comply with current safety and quality regulations, including, but not limited to; the Health and Safety at Work Act, Fire Regulations, Electricity at Work Regulations, Water Hygiene, Equipment Testing and calibration regulations. Liaise with contractors to ensure access to premises where works are required. Maintain effective records including evidence of testing, risk assessments and safe working practices. Investigate and record accidents and incidents. Report any incidents or accidents in compliance with RIDDOR.
• Performance and Quality: Ensure that accurate performance data is available to aid decision making. Monitor practice performance against national and local targets, including QoF, LIS, Screening and Immunisation programs, Enhances Service standards and prescribing measures. Monitor patient feedback measures including the Friends and Family test, patient surveys and compliments and complaints. Manage the local complaints process. Ensure that significant events are recorded and actions implemented. Where appropriate share and/or elevate complaints and significant events. Liaison with other service providers to ensure effective care is delivered. Coordinate patient and stakeholder engagement. Monitor the effectiveness of patient services, using surveys, friends and family tests as a measure of effectiveness. Respond to patient complaints, in line with the practice complaints procedure. Act as the point of referral for patient queries.
• External Relationships: Ensure effective and timely communication, including being one of the practice contacts for the PCO, PCN and other partner organisations.
• Internal Relationships: Work with the Locality Lead and practice sites in a matrix structure to support the development of cross site working to support operational delivery.
• IT and Digital: Responsibility for computer system, including maintenance and updates. Oversight of third-party apps and communication tools. Ensure adherence with national and local information governance requirements. Act as local administrator for clinical system.

Person Specification:

• Qualifications: Degree level qualification or equivalent experience.
• Experience: Experience of leading on programmes of improvement work. Extensive experience of supervisory and people management. Experience of building and maintaining effective working relationships. Experience of financial monitoring and reporting. Excellent communication and listening skills. The ability to manage multiple activities and deadlines. Experience of recruitment, discipline and grievance management. Collaborative working. Experience of leading process and service development. Experience within a Health or Social care environment.
• Personal Attributes: Sound judgement. The ability to strike a balance between support and robust challenge. Integrity and high ethical standards.

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 (formerly known as CRB) to check for any previous criminal convictions.