Support Manager -Patient Experience and Quality

Primary Care Sheffield Ltd; Sheffield; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading healthcare organization in Sheffield is seeking a Patient Experience and Quality Manager to enhance patient engagement and ensure effective operation across multiple sites. This role is vital for providing operational and HR support to various teams while fostering collaboration and a positive work culture. Ideal candidates will possess strong leadership skills and experience in healthcare environments, making a significant impact on service delivery.

Responsibilities

• Develop strong cohesive working between teams and across sites.
• Work collaboratively as a key member of the group practice team.
• Initiate, develop and maintain excellent third-party relationships with sub-contractor providers.
• Set targets and monitor standards for secretarial and data team tasks.
• Provide effective line management and leadership of the secretaries and data team.

Job description

The Patient experience and quality manager is a non-clinical, highly visible leader within the Directorate. It is integral in ensuring patients with the most barriers to accessing care can engage across the health system and that daily operations run effectively and to a suitable quality standard. The postholder will also be the key contact point for initial complaint de-escalation and will work with the responsible clinician on complaints of an administrative nature. The post holder will ensure that work across sites is planned and monitored, liaising with clinical and non-clinical team members regularly to enable clear communications and team working. The role encompasses various responsibilities for providing operational and HR support to the secretarial and data team, Group Manager, and will require the post holder to work from Darnall and deputise as part of a rota with other support managers in the absence of the Operations Manager.

• Develop strong cohesive working between teams and across sites.
• Work with the Support Managers, to ensure that staff at all sites are working appropriately with our centralised data and secretarial functions.
• Work collaboratively as a key member of the group practice team, helping to develop and promote a positive working culture, encouraging staff participation and involvement in developing and improving their own contribution towards the success of the surgeries and the organisation.
• Initiate, develop and maintain excellent third-party relationships with sub-contractor providers (e.g. Darnall Well-Being, Zest, Social Services, Citizens Advice) to grow, maintain and support service and performance delivery.
• Set targets and monitoring standards for secretarial and data team tasks.
• Provide effective line management and leadership of the secretaries and data team across several sites.
• Ensure that direct reports have clear objectives and good appraisal and development arrangements.
• Openness: ensuring transparency, sharing knowledge and welcoming feedback.
• Person Centred: being empathic and understanding of the individual.
• Innovative: embracing change and inquisitive of new solutions.
• Ambitious: working towards the best for Sheffield and its people.
• Empowering: actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people.

Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are 74 GP practices in Sheffield covering over half a million patients. As well as providing a unified voice for general practice in the city, we play an active role both within our Accountable Care Partnership (ACP) and the wider South Yorkshire Integrated Care System (ICS).

PCS manages 7 GP contracts which deliver General Practices from 8 sites in Sheffield. The directorate known as PCS Practices delivers care to patients in some of the most deprived areas in the city, and we operate the city’s Special Allocation Service, and asylum seeker practice. The directorate has a growing structure and this post will be integral in making the service deliver to the fullest of its ability.