Operational Shift Manager

Operational Shift Manager

Reference: HW-1699

The Out of Hours (OOH) Service ensures that urgent care is available evenings, overnight and bank holidays, during both the week and weekends.

-18:30pm – 08:00am Monday – Friday

-24 hours Weekend and bank holidays

Extended and Improved Access is available evenings and weekend across Herefordshire in General Practice sites and co-located with the OOH Service within Station Medical Centre, Hereford. It is essential that the post-holder has access to a vehicle and holds a clean driving licence.

It is expected the Operational Shift Managers will work within a rota and flexibly across weekends and evenings, there will be no expectation to work overnight except in exceptional circumstances.

The Operational Shift Manager is responsible for ensuring an effective operational environment to enable GPs, nurses, and other clinical staff to provide care. Duties include oversight of patient flow for face to face appointments and home visits in OOH care within set timelines and supervision of patient flow within Extended and Improved Access.

The Operational Shift Manager acts as the operational point of contact, during the shift, for all aspects of the Out of Hours and Extended/Improved Access clinical services. To act as an operational liaison point between Taurus services to support transfer of patient care. To also escalate concerns or problems that arise on shift to the Director on Call/Operational Manager when required and if unable to resolve.

Main Duties of the Job:

Provide a first point of escalation for operational delivery and keep oversight across services, dealing with any issues as they arise during the worked shift and escalate to Director on Call if unable to resolve.

To operationally manage the operational staff across The OOH Service and Extended/Improved Access Services.

To support the Operations Managers with staff appraisals and 1:1’s.

To operationally support patients to move smoothly across Taurus and local services by facilitating appointments and appropriate access to clinical care.

To ensure any resource levels or staffing issues due to unplanned absence or sickness are dealt with in a timely manner and escalated to Operational Manager or Director on Call if unable to resolve. Operational Shift Managers will need to contact staff directly to fill unplanned vacant shifts as they arise and will liaise with Operational Managers if unable to resolve within their working hours.

Responsible for the safe and effective use of equipment and other resources, ensuring equipment is maintained and in good working order, dealing with escalations and reporting any concerns or detected faults.

Trouble shooting IT problems within capability and escalating concerns.

Assisting clinical staff where appropriate with queries.

Ensure that consumables and stocks are in robust supply, in date and with minimal waste.

To utilise available staff correctly during staff shortages or peaks in demand

To manage and allocate breaks for Operational staff

To oversee and ensure the drivers and overnight nurses are available for their rostered shifts, supporting the Clinical Systems Dispatcher in ensuring those staff groups can carry out their role effectively, answering any queries they may have and giving appropriate support.

To provide job role training and support to Drivers and Receptionists as and when required on shift.

To oversee patient flow and work with the Clinical Systems Dispatcher to ensure patient breeches are recorded and liaise with system partners to ensure patients are seen in a timely manner by the appropriate clinician and meet our Key Performance Indicators (KPIs) from an operational perspective.

Escalate allocation and coordination issues rising from clinicians. If urgent to Operations Manager or Director on Call and non-urgent through routine shift reporting.

To provide a shift handover that includes any breaches of KPIs and any issues that have arisen.

To accurately report shift activity indicating key issues and priority actions.

To report incidents on DATIX.

To be responsible for ensuring patients in the waiting area are observed. If timed delays are incurred to communicate the delay to patients. To identify any deterioration in the patient’s health for escalation to a clinician.

To liaise with staff working in the remote PCC’s, to ensure smooth operation and to identify and manage operational issues.

To oversee the medicine bags process supporting drivers with safe handover to clinicians.

To liaise with NHS111 and Mallings Healthcare Team Leader any operational queries e.g. out of area patient. Note: The Operational Shift Manager (or the Clinical Systems Dispatcher) on behalf of a clinician, may escalate inappropriate referrals.

To ensure that patient surveys and questionnaires (electronic and/or paper) are carried out at the service delivery sites when required.

To work with the Operational Management team on agreed work and/or projects as required, this may be during scheduled office based hours.

To work with the Operational Management team in conducting staff supervision and 1:1’s and take part in the appraisal process for nominated staff.

To ensure audits and stocktakes of consumables and medical equipment are undertaken, including oxygen and other medical gases.

To use a variety of IT tools/software effectively to support operational working.

To Support notification/post event messaging process to GP practices.

To be able to use clinical systems and software, listed below:

To act as a chaperone if required

Flexibility to undertake other roles as required in line with skills and experience.

 

ADASTRA tasks in the absence of the Clinical Systems Dispatcher

Monitor incoming cases from 111 and Malling Health services

Transfer cases from the ADASTRA system to the EMIS system, including patient details and consultation information

Undertake ‘patient searches’ in ADASTRA in the event of missing or incomplete case information

Close cases in ADSATRA once clinicians confirm they are complete

 

EMIS tasks in the absence of the Clinical Systems Dispatcher

Register new patients onto the EMIS system

Update patients’ personal details onto the EMIS database when required

Book patient appointments onto the EMIS appointment book in a timely manner

Actively monitor clinicians’ appointment diaries for potential KPI breaches

 

NHS Portal

The NHS portal inbox receives palliative care notifications and patient appointments that are blocked from the normal pathway

Palliative care cases are to be transferred across to the ADASTRA system

Patient appointments via the portal are checked and verified against the EMIS system

 

Hours: part-time - full time (37.5hrs per week) available.

Main base will be Station Medical Centre, Hereford but may need to travel across Herefordshire to GP Practices, therefore a car and driving license are essential. Mileage will be paid.