Job Description

About Draycott Nursing & Care

We are a recognised market leader in nursing, domiciliary, social and personal care. We pride ourselves on our professional and discreet service with our staff applying our 4 Cs; Compassion, Collaboration, Competence and Commitment.



You will have a chance to work alongside the gold standard in Registered Nurses and Carers. Our daily and live-in care enables our clients to remain in their own home whilst being cared for by professional and highly trained Carers and Registered Nurses.



For over 30 years Draycott Nursing and Care has been recognised by doctors, consultants and clients for exceptionally high professional standards and 24/7 support. Now driving an exciting partnership to provide on-site healthcare within a unique new complex of 5-star luxury London apartments.

About You and the Role

Reporting to the Head of Operations, this role will provide a safe, caring, effective, responsible, and well led service of care to Draycott's Clients. To ensure continuous improvement and the maintenance of our Care Quality Commission "CQC" outstanding rating.





To ensure that outstanding quality standards of care are delivered by working closely with the care team in the field to ensure that our carers and nurses are assigned to clients that mutually fit each other's requirements for care. Managing the client / carer relationship and ensuring outstanding levels of customer service and care are delivered.

Key Responsibilities

Be commercially aware, demonstrating a strong knowledge and understanding of all services and pricing structure, working with clients to recommend the most cost-effective care solutions that maximize their care within their budget. Ensure transparency in pricing and help clients make informed decisions about their care plans. Actively promote appropriate services, ensuring that the client fully understands the value and benefits of the care provided. Maintain strong, positive relationships with clients and their families, providing follow-up support and ensuring satisfaction with the services. This ongoing relationship fosters trust, builds loyalty, and encourages long-term service use. Gather feedback during Quality Assurance Calls and support with gaining reviews on online platforms. Focus on growing client volume while ensuring ethical alignment between the services provided and the client's needs. Responsible for day-to-day management of allocated field team and care delivery Manage field staff availability and update the rostering system to reflect accurate workforce availability Monitor Live View Alerts to ensure visits are delivered on time as per care plan, and reconcile client and carer timesheets daily to support the weekly client invoice and carer payroll run. In liaison with the Field Care Supervisor and Training Manager, ensure rotas are covered to free up field staff to attend supervision and refresher training. Ensure client records are up to date on the relevant system after each care visit. Ensure care team member is responsible for accurate recordings and documentation. Escalate carer low-level conduct and performance concerns to Field Care Supervisor. Higher-level concerns to be escalated to Registered Manager and/or Operations Manager Ensure Care Assistants use systems appropriately, escalating concerns to Field Care Supervisor. Deliver against agreed individual Key Performance Indicators and support the overall team targets. Support client retention through early escalations, and complaints handling. To deliver a customer centric experience. To take individual responsibility to safeguard clients. Managing client and staff bookings. Create service orders to support the set-up of eMAR. Ensuring the clients have continuity of care and the most suitable team member to match their individual requirements in alignment with their individual care plan. Template visits within the rostering system. Direct and work with Client Service Manager and Field Care Supervisor to ensure appropriate and timely liaison with multidisciplinary healthcare professionals, such as Doctors, Physiotherapists, Occupational Therapists and all members of the multidisciplinary team. To ensure that our clients have the best possible care, at the right time, in the right place to ensure optimum health & wellbeing outcomes. Ensuring the care delivered by Draycott to the client is in accordance with the bespoke care plan Ensure Carer/Nurse rotas are issued in a timely manner to minimise the amount of rescheduling required Dealing with changes to rotas throughout the week as a result of changes in our client's requirements or of team members availability Keeping in contact with our clients and their families on a regular basis and ensuring that each assignment is progressing smoothly Working with the Clinical Team and Field Care Supervisor, to escalate any clinical and care issues arising on a day-to-day basis and rectifying in a timely manner First point of contact for any complaints or incidents being reported by a member of our care team, client or third party. Complaints and incidents to be reported to the Registered Manager and to be recorded on relevant Care platform for Care Team member or client. Recording feedback, compliments, or complaints regarding our care planning and delivery on the care system Ensuring all duties are performed in compliance with CQC regulations, Draycott policies & procedures Ensure newly recruited Carers and Nurses are assigned work on completion of their employment checks and Training, to facilitate successful completion of induction and probationary competency in liaison with Field Care Supervisor and Training Manager. Provide cover on reception and with managing enquiries (including maintaining CRM and proactive communication) when Client Relationship Advisor is on annual leave and on external business development visits. Reconcile visits weekly and support with preparing payroll Run field staff utilisation report weekly, analyse and report to senior management on capacity issues. Carry our staff supervision for the care co-ordinators and field care supervisors Take part in field staff screening and interviews Support in facilitating flash meetings, updating on call log and action plans

Experience and Attributes

At least 2 years previous experience in a Care Coordinator or role with the equivalent experience and proof of ability to help support the wider team with knowledge. Experience of working within a customer service environment. Experience in a healthcare setting. To have formal clinical training is preferred, although this is not always necessary, strong clinical knowledge is highly advantageous Excellent interpersonal skills, able to communicate well and appropriately with Clients, members of their family, Nurses, Carers and other members of Draycott Nursing and Care staff & any other individuals who come into contact with Draycott Nursing and Care. Tact and discretion in your dealings with others at all times, especially regarding confidential information about Clients. A good team member, willing to work with others for the greater good of the company and able to assist others when necessary. Talks to others as equals, maintaining a consistent mature and diplomatic attitude. Creativity, able to contribute suggestions for the progression of the business and to improve our efficiency and cost-effectiveness. Effectively organise your own time to prioritise activities, ensuring that business objectives are achieved within set timescales and to the required standard. Flexibility, the ability to handle many different tasks at once and to be flexible in your approach to the way the task is done. Excellent IT skills including knowledge using Microsoft Office applications or similar software programmes as appropriate and good knowledge of our specific software for the bookings system.

Benefits

Competitive salary Discretionary bonuses 25 days annual leave + Bank Holidays 2 paid volunteer days per year 5% Company contribution to pension after probation Perkbox C2W and Tech Scheme Eye Tests and Frame financial support Recommend a friend bonuses




If this is of interest, please apply now!