Head of Clinical Delivery - Integrated Urgent Care Services

nemscbs; Nottingham; Vor Ort; GBP 90.000 - 120.000; Vollzeit

Zusammenfassung

The Head of Clinical Delivery leads the day-to-day clinical service across the Urgent Care Coordination Hub, 111 CAS, care navigation, and out-of-hours GP services. They manage the clinical workforce, ensure quality and safety, and work with senior leaders to improve patient outcomes.

They balance clinical practice (ACP duties) with strategic leadership, line-managing staff and supporting governance, quality assurance, and service development within NEMS across Nottinghamshire.

Qualifikationen

• Substantial ACP experience in urgent, primary, community or emergency care.
• Experience conducting telephone consultations and remote clinical assessments.
• Experience managing clinical staff, including appraisal and performance concerns.
• Experience improving clinical quality or service performance.
• Experience contributing to incident learning, audit or complaints review.

Aufgaben

• Lead clinical delivery across the Urgent Care services and manage the clinical workforce.
• Practise autonomous ACP with focus on 111 clinical assessment and telephone consultations.
• Line-manage the IUCS clinical workforce including ACPs and trainee ACPs.
• Ensure clinical safety, quality, governance and incident learning.
• Attend and chair required meetings and support governance and senior leadership.
• Develop service pathways and collaborate with partners to improve care pathways.

Kenntnisse

Clinical leadership

Staff management

Telephone consultations

Clinical governance

Decision making

Ausbildung

Masters-level qualification in Advanced Clinical Practice

Registration with NMC/HCPC/GPhC or UK regulator

Tools

Adastra

Jobbeschreibung

The Head ofClinical Delivery leads the day-to-day clinical service across the Urgent CareCoordination Hub (UCCH), 111 Clinical Assessment Service (111 CAS), carenavigation, out-of-hours GP appointments and home visiting. They manage the clinicalworkforce and are accountable for the quality of care and clinical standardsacross these services.

The postholderis part of a service leadership triumvirate with the IUCS Medical Lead andOperational Service Manager. They lead clinical delivery and manage non-medicalclinical staff. The Medical Lead provides medical leadership and professionaloversight, and line manages the GP workforce. The Operational Service Managermanages non-clinical call handlers and leads operational arrangements,including rotas, sickness and annual leave. The three leads work together onissues that affect clinical and operational delivery.

Main duties of the job

The rolecombines autonomous ACP practice with departmental leadership. As a guide,around 60% of working time will be clinical and 40% managerial, adjusted byagreement where service needs require. Clinical work will focus mainly on 111clinical assessment and telephone consultations, with occasional face-to-faceappointments or home visits where service needs require, and within thepostholders competence.

The postholderwill work with the IUCS Clinical Governance Lead and Governance Team onincidents, complaints and patient feedback, and make sure agreed local actionsare completed. They will contribute to senior and service-level meetings, leadregular clinical team meetings and deputise for the Associate Director ofNursing and Quality when requested.

About us

About NEMS

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

Weare committed to investing in our people and have an established programme oflearning and development, successfully developing our own Urgent CarePractitioners, Telephonetriage clinicians and Advanced ClinicalPractitioners.

NEMScurrently operates 3 main services: (1) Integrated Urgent Care acrossNottinghamshire serving a patient population of over 1 million, including homevisiting, remote consultation and clinical assessment services; (2) UrgentPrimary care provision located within the A&E Department at QMC, (3) A24-hour walk-in urgent primary care service adjacent to Kings Mill HospitalA&E, Mansfield.

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

Job responsibilities

Clinicalleadership and patient care:

• Lead clinical delivery across the Urgent CareCoordination Hub, 111 Clinical Assessment Service, care navigation,out-of-hours GP appointments and home visiting. Be visible to staff and takeresponsibility for the standard and safety of the care patients receive.
• Practise autonomously as an ACP. The clinical elementof the role will focus mainly on 111 clinical assessment and telephoneconsultations, with occasional face-to-face appointments or home visits whereservice need requires.
• Assess patients who contact the service by telephone.Take a relevant history, identify urgency and risk, make a reasoned clinical-decisionand arrange the appropriate next step, including advice, treatment, anappointment, referral or escalation.
• Use clear communication and safety-netting in remoteconsultations. Explain the plan, what to expect and when to seek further help,taking account of the patients circumstances and ability to access therecommended care.
• Give colleagues senior clinical advice and support.Where a patient needs care beyond the services capability, arrange escalationor transfer and make sure the receiving team has the information it needs.
• Keep records accurate, obtain consent and assess capacity where needed. Maintain professional competence and bring relevant changes in guidance into the service's practice.
• Ensure effective utilisation of allocated financial budget.
• Monitor and maintain staffing levels and skill mix, on a day-to-day basis, responding appropriately to unexpected circumstances.

Clinicalstaff and their development:

• Line-manage the IUCS clinical workforce, includingACPs, UCPs, telephone practitioners and trainee ACPs.
• Support recruitment and onboarding. Work with theEducation Team so new staff understand the service and are suitably trained fortheir role. Mentor clinical staff and provide additional support to traineeACPs when an educator or clinical mentor is unavailable.
• Hold appraisals and performance reviews, give regularfeedback and address concerns about practice, conduct, productivity orcapability. Be clear about what needs to improve and follow NEMS policies andprocedures when further action is needed.
• Agree each clinicians scope of practice andsupervision arrangements. Identify gaps in skills or confidence and arrange thesupport needed to address them.
• Make time for regular one-to-ones about staffwellbeing, workload and ideas for service development. Organise clinicalsupervision and chair regular meetings for the clinical team.
• Set out the clinical staffing and skill mix requiredto deliver the service. Work with the Operational Service Manager and Rota Teamto cover and elevate any risk to safe delivery. The Operational ServiceManager coordinates rotas and leads sickness and annual leave processes.

Quality,safety and patient experience:

• Take responsibility for clinical safety and qualityacross IUCS. Pay particular attention to telephone assessment, clinicaldecision-making, safety-netting, referral and handover arrangements, and act onsafeguarding concerns.
• Make sure the service is ready for CQC inspection,with current evidence-based practice, sound local arrangements and staff whounderstand their responsibilities.
• Work with the Clinical Governance Lead and GovernanceTeam on incidents, complaints and patient feedback. Provide clinicalinformation and help the service act on learning. The Governance Teamcoordinates formal investigations; the Head of Clinical Delivery makes surelocal actions are completed.
• Gather and review patient and carer feedback in goodtime. Work with senior clinical staff to understand what it says about careacross IUCS and make changes where needed.
• Involve patients and carers when services are reviewedor developed. Speak up for an individual patient when their concern needs to beheard.
• Support the Governance Team in presenting IUCSinformation at the monthly Patient Safety Steering Group. Contribute toclinical audits when required and use the findings to improve care.

Serviceperformance and development:

• Monitor the response to out-of-hours GP appointmentsand home visits. Use service information to understand pressures and risks, andagree action with the Operational Service Manager and Medical Lead whereresponsibilities overlap.
• Maintain an overview of the clinical servicesfinances. Identify pressures early and explain their effect on staffing,capacity or care. Contribute clinical and workforce information to serviceplanning and business cases.
• Keep up to date with developments in NHS 111,integrated urgent care, primary care, integrated care systems and NHS Englandguidance. Consider what they mean for IUCS and bring forward changes that willimprove care or service delivery.
• Lead agreed changes to clinical practice across theservice. Work with colleagues and partners to improve pathways betweentelephone assessment, care navigation, appointments, home visiting, communityservices and hospital care.
• Work with local and national healthcare providers to improve patient pathways and develop service models. Explain how NEMS servicescontribute to care across the wider health system.

Partnerships,guidance and NEMS leadership:

• Represent IUCS in clinical discussions with NHS 111partners, EMAS, the ICB, primary care and secondary care providers. Work withthe Medical Lead on matters requiring wider medical or system-level decisions.
• Attend and present at the weekly IUCS ManagementMeeting. Chair the meeting when the usual chair is absent.
• Attend and contribute to the monthly ClinicalPerformance Group, and chair where required.
• Attend Senior Leadership Team meetings on a rollingrota, representing the departments local leaders.
• Participate in regular interface meetings with urgentcare partners and hospital teams. Support the Governance Team in presentinginformation about IUCS and following up agreed actions.
• Lead the drafting and review of departmental SOPs andpolicies. Arrange medical review and sign-off, submitting them for executiveapproval where required. Develop clinical guidelines with the Medical Lead, whoprovides final clinical sign-off.

Person Specification

Knowledge and Skills

• Professional standards, scope of practice and clinical supervision.
• Safe telephone assessment, clinical risk, safety-netting and escalation.
• Clinical governance, patient safety and safeguarding.
• CQC fundamental standards and NHS urgent primary care requirements.
• Patient flow and referral across urgent primary care, ambulance, community and hospital services.
• Fair staff management, confidentiality and equality.
• Sound clinical judgement under pressure, including when to seek further advice.
• Communicates clearly by telephone and can assess risk when visual cues are not available.
• Addresses performance concerns fairly and promptly.
• Uses service data to identify problems and check whether changes work.
• Writes clear procedures, reports and staff communications.
• Balances clinical work and management, and knows when to elevate.
• Works across professional boundaries and leads service change.
• NHS 111 and integrated urgent care pathways.
• Patient Safety Incident Response Framework (PSIRF).
• Nottinghamshire urgent care pathways and local partners.
• Business case preparation.
• Use of Adastra or comparable clinical and reporting systems.
• Chairing clinical or performance meetings.

Experience

• Substantial ACP experience in urgent, primary, community or emergency care.
• Experience conducting telephone consultations and remote clinical assessments.
• Experience managing clinical staff, including appraisal and performance concerns.
• Experience improving clinical quality or service performance.
• Experience contributing to incident learning, audit or complaints review.
• Experience in NHS 111 clinical assessment or a comparable urgent care clinical assessment service.
• Experience supporting out-of-hours GP appointments or home-visiting services.
• Senior clinical service management or service mobilisation.
• Workforce redesign and budget or contractual performance management.
• Working with commissioners and external providers.

Qualifications

• Qualifications and training:
• Current registration with the NMC, HCPC, GPhC or another appropriate UK professional regulator.
• Completed Masters-level qualification in Advanced Clinical Practice.
• Current autonomous ACP practice and continuing professional development.
• Training or substantial experience in clinical leadership, staff supervision and performance management.
• Qualifications and training:
• Education, supervision or mentorship qualification.

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.