Job Description

Job summary:

Lead and manage the day-to-day running of the Care team including the clinical home visiting team, Volunteers, Social prescribers and Care Coordinators; across all our main site at Linton, as well as our two branch sites Loose and Headcorn.

There will be close liaison with the Head of Operations, Clinical Care Team and lead all members of the Care team, to ensure an efficient quality of service is achieved and provided to all patients.

Main Responsibilities:

Strive to offer patients the best possible overall service and ensuring all team members are offering the best possible service. Overseeing the volunteers and their support groups and being the main contact for the volunteers in the surgery assisting them with queries and support. Manage the diaries of the team members ensuring good time management and full utilisation. Offering support to all care team members providing advice, ensuring boundaries are made and consistently meeting with the team members. Prioritising patients in a triaging system deciding what patients need urgent home visits and Care team support. Arranging pro-active home visits for the home visiting team. Closely working with the care team members ensuring knowledge of patients and their situations. Ensure adequate staffing levels, manage leave requests and team rotas in line with agreed policy. To encourage team members progression and development in the roles. Motivate and support the Care team members to enable them to work to the best of their ability, proactively identify training and review programs for all areas. Communicate effectively with individuals, teams and organisations internally and external to the practice to ensure an efficient service. Use and manage systems and adhere to procedures within the scope of the role. To proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework. Complete return to work forms, carry out staff appraisals and ensure all mandatory training is completed upon set deadlines.
Support people by connecting them to non-medical, community-based activities, groups and services that meet their practical, social and emotional needs, including specialist advice services and arts and culture, physical activity, and nature and green based activities

Provide personalised support to individuals, their families and carers to access community-based activities and support that can help them to take control of their health and wellbeing through co-producing a simple personalised care and support plan and introducing people to appropriate activities, groups and services as described above

Build ongoing relationships with local infrastructure organisations, community activities and support services to increase knowledge of the community support offer, and work collaboratively to develop effective partnership working to support the community offer to be sustainable, identifying gaps in provision, nurturing community assets and sharing intelligence on gaps or problems with commissioners and local authorities

Educate non-clinical and clinical staff within PCN/practice MDTs on the community support offer, how and when patients can access it, and the value of non-medical community-based interventions. This may include verbal or written advice and guidance.

Engage in collaborative goal-setting with individuals to identify areas for improvement.

Attend clinical meetings where required

Assisting/dealing with patient complaints. Such as helping a patient with their query at the front desk, over the phone or via email. Also, carry out appropriate complaint investigations when required from the Head of Operations. Regularly review the DNA process, providing appropriate follow up and actions for patients.
Job Type: Full-time

Pay: From 12.75 per hour

Expected hours: No less than 30 per week

Work Location: In person