Head of Service for Urgent CareNHS

Job summary

The post holder will have operational responsibility for the Urgent face to face care provided at the Urgent Treatment Centre (UTC) based at the Queens Medical Centre of Nottingham University Hospitals Acute NHS Trust and Primacy Care 24 (PC24) based at Sherwood Forest Hospital. The role will ensure operational performance targets including; access, workforce and service improvement are achieved. This involves delivery of all operational targets, ensuring services are provided within the agreed levels of activity, standards of performance, safety, quality and budget.

The post holder will work closely with the wider NEMS leadership team and provide direct leadership and support to the UTC Operational Service Manager and the PC24 Operational Service Managers to drive delivery of key service requirements.

Specifically, the post holder will be responsible for providing senior operational business management, leading on and delivering success across a number of key programmes within NEMS, these programmes are essential in ensuring NEMS can deliver its core objectives and will include a range of areas including productivity and efficiency, service development and workforce development and succession planning.

Main duties of the job

Operational Management

Reporting to the Deputy Director of Operations, you will be a key and integral member of the management team.

Responsible for the day-to-day operational delivery of the Urgent care services, responsible for ensuring where performance standards are off track that the drivers are understood and improvement plans are developed, implemented and evaluated to meet service expectations.

Provide a professional, senior management contribution across NEMS, working in partnership with Clinical teams and others to deliver cost efficient, high quality and responsive services.

Drive, through engagement and collaboration with Clinical and Operational leads to identify operational improvement opportunities

You will have the autonomy to generate ideas in improving all services

Review and report operational performance against key performance indicators

Drive performance recovery plan ensuring clear roles and responsibilities and accountability for improvement actions.

Lead recovery meetings, ensuring reporting up to executive lead.

Working with internal and external experts develop capacity and demand tool for PC24 to support future developments.

Work with Acute Trust partners to understand performance, key challenges and actions required to deliver improvement.

Support Head of Digital to exploit the NEMS data operations capability

Job description

Job Summary

The post holder will have operational responsibility for the Urgent face to face care provided at the Urgent Treatment Centre (UTC) based at the Queens Medical Centre of Nottingham University Hospitals Acute NHS Trust and Primacy Care 24 (PC24) based at Sherwood Forest Hospital. The role will ensure operational performance targets including; access, workforce and service improvement are achieved. This involves delivery of all operational targets, ensuring services are provided within the agreed levels of activity, standards of performance, safety, quality and budget.

The post holder will work closely with the wider NEMS leadership team and provide direct leadership and support to the UTC Operational Service Manager and the PC24 Operational Service Managers to drive delivery of key service requirements.

Specifically, the post holder will be responsible for providing senior operational business management, leading on and delivering success across a number of key programmes within NEMS, these programmes are essential in ensuring NEMS can deliver its core objectives and will include a range of areas including productivity and efficiency, service development and workforce development and succession planning.

Key Relationships

Internal:

Director of Operations

Deputy Director of Operations

Medical Director/ Deputy Medical Director

UTC and PC24 Leadership teams

Head of Digital & Performance

Head of Business Improvement

External:

Acute Trusts

System Partners

Main Duties of The Job:

Flexibility

The post holder will need to be flexible in working across sites and will need to contribute to the tactical (silver) on call rota.

Operational Management

Reporting to the Deputy Director of Operations, you will be a key and integral member of the management team.

Responsible for the day-to-day operational delivery of the Urgent care services, responsible for ensuring where performance standards are off track that the drivers are understood and improvement plans are developed, implemented and evaluated to meet service expectations.

Provide a professional, senior management contribution across NEMS, working in partnership with Clinical teams and others to deliver cost efficient, high quality and responsive services.

Drive, through engagement and collaboration with Clinical and Operational leads to identify operational improvement opportunities

You will have the autonomy to generate ideas in improving all services

Review and report operational performance against key performance indicators

Drive performance recovery plan ensuring clear roles and responsibilities and accountability for improvement actions.

Lead recovery meetings, ensuring reporting up to executive lead.

Working with internal and external experts develop capacity and demand tool for PC24 to support future developments.

Work with Acute Trust partners to understand performance, key challenges and actions required to deliver improvement.

Support Head of Digital to exploit the NEMS data operations capability

Working with internal and external leads to develop the future service models for both UTC and PC24, driving business case development and a realistic delivery programme.

Work closely with Business Improvement team to maximise opportunity.

Develop financial efficiency programme for UTC and PC24 to support future develop opportunities

Actively engage in partnership collaborations

Leadership

Line management of the Operational Service Managers for UTC and PC24.

Provide visible leadership so that all staff in the service are engaged and motivated to provide safe and effective patient care.

Coach and mentor the Operational Service Managers, fostering a culture of continuous improvement and professional growth.

To foster a culture that promotes openness and where people have the confidence to speak up, ensuring that communication mechanisms within the service are operating effectively

To foster a climate of innovation and improvement encouraging staff to identify opportunities for improvement.

Ensure teams have clear roles and responsibilities and clear directions and permission to act are empowered to be the best version of themselves, ensuring regular talent conversations to enable future career progression

Business Transformation Responsibilities

Working with senior leadership colleagues, develop and implement comprehensive transformation plans to support UTC/PC24 service improvement and sustainability.

Work closely with our Business Improvement team to ensure robust project management and clear benefits realisation.

Actively engage and collaborate with Clinical and Operational teams to identify and prioritise business improvement opportunities.

Track, measure, and analyse business improvement and efficiency metrics using Key Performance Indicators (KPIs) to ensure measurable outcomes.

STANDARD ROLE DIMENSIONS:

Qualifying factors

Flexibility

This role profile is intended to provide a broad outline of the main responsibilities only. The post holder will need to be flexible in developing the role and in initial and on-going discussions with the Director of Operations.

Confidentiality

Under the Data Protection Act 1998, the post holder must maintain the confidentiality of information about all stakeholders. The work is of a confidential nature and information gained must not be communicated to other persons except in the recognized course of duty. Unauthorised disclosure of confidential information will result in disciplinary action and may lead to your dismissal.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to all stakeholders and organisations. All such information from any source is to be regarded as strictly confidential.

Information relating to stakeholders may only be divulged to authorised persons in accordance with NEMS CBS policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with NEMS CBS procedures and policies, and current legislation.

Respecting the privacy, dignity, needs and beliefs of stakeholders.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Health & Safety

Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) to ensure that the agreed procedures are carried out to maintain a safe environment for patients, visitors and staff.

Environment

The post holder will support the impact on the environment and be vigilant and pro-active in ensuring they adhere to the management strategy i.e., recycling, waste management, use of vehicles etc.

Rehabilitation of Offenders Act

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.

Job descriptions are not designed to be all-inclusive although they will, as far as practicable, be a reasonably accurate and understandable specification of duties. The nature of our business demands a flexible approach in order to provide services to our stakeholders. The job title and job description may be amended by the employer and you may be required to carry out additional or other duties as may be reasonably required.

About us

About NEMS

NEMS CBS is a high quality, high performing; not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients. Responsive, adaptable and continually evolving, we have a reputation for delivering locally-tailored, safe, effective and cost-efficient services with high levels of patient satisfaction.

We are committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners, Telephone triage clinicians and Advanced Clinical Practitioners.

NEMS currently operates 3 main services: (1) Integrated Urgent Care across Nottinghamshire serving a patient population of over 1 million, including home visiting, remote consultation and clinical assessment services; (2) Urgent Primary care provision located within the A&E Department at QMC, (3) A 24-hour walk-in urgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield.

NEMS is committed to the NHS Values (as set out in the NHS Constitution March 2023).