Operational Support Assistant

Job title: Operational Support Assistant

Salary: £22,140 - £26,460 per annum pro rata

Accountable to: Operational Services Lead

Key Relationships Operational Services Lead

• Business Development Lead
• B&HF Clinical Lead
• Operational support team members
• Member practice managers and staff

Location: Hybrid: B&HF offices (BN3 7GS), home and various locations across Brighton and Hove

Organisation Overview
Brighton and Hove Federation (B&HF) is a member organisation, made up of 6

Primary Care Networks (PCNs) containing 31 GP Practices. We are a company limited by shares, with each of our member Practices as shareholders. This means that we do everything with our Practices and their patients in mind. We work collaboratively to provide high quality clinical and support services to NHS Primary

Care, as well as talking to patients, listening to feedback, and being willing to adapt to constantly improve our service.

Our Purpose
Help our member Practices to support people to start, live and end their lives

well.

Our Strategy
Our strategy is to both offer practical support to Practices and Primary Care

Networks (PCNs) in ways that will make a difference to them and the people they support, and to work on at-scale issues that will help the system work as a whole.

Our Values

• People and community first
• Openness and transparency
• Compassion and empathy
• Sustainability

What Matters to Us
What matters to us as an organisation is that we do all this in a way that:

• Improves patient experience and outcomes (do good work)
• Improves staff experience in Primary Care (support people to do good work)
• Designs responses based on knowledge of the value demands people make (use data to experiment with the work)

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• Supports the financial viability of Primary Care and the Federation (can continue to work)
• Is fun (makes it a good place to work)

It is also important to us that, should we make a surplus, it is reinvested into Primary

Care in ways that support the delivery of our purpose and what matters.

B&HF Service Overview
This role will work across all services that B&HF delivers. This currently includes the following, but is subject to change as B&HF develops new services:

Enhanced Access

The Enhanced Access (EA) Service was developed to ensure that patients could be offered appointments outside of the normal Practice opening times of 08:00-18:30.

This gives more flexibility to people who cannot easily access their GP practice during normal hours.

The EA service currently operates Monday-Friday 18:30-20:00; Saturday 9:00-17:00 and Sunday 09.00 – 16.00. We offer appointments with GPs, Nurses, Pharmacists and Health Care Assistants (HCAs), both face-to-face and remote. Appointments are booked by a patient’s GP practice using B&HF’s EMIS and SystmOne Hubs.

Workforce Bank

B&HF maintains a Locum Bank of clinical and administrative staff which can be utilised by Practices as cover for short-term illness, annual leave, and capacity issues due to changes in service demand. GP Practices request shifts via the Bank

Hub on GP Networks, which notifies our Bank staff and enables them to sign up to a shift based on their preferences and availability.

Respiratory

B&HF is currently offering additional remote GP capacity to Practices, to enable them to reserve some in-person GP appointments for acute respiratory issues. This is in response to a recognised need following a surge in acute respiratory problems around December 2022, due to winter ‘flu season and a Strep A surge in children.

Hypertension

We are currently developing a Hypertension project with the support of NHS Sussex

Integrated Care Board (ICB). This will focus on improving patients’ self-management of Hypertension, to reduce pressure on frontline Primary Care staff.

Job Summary
The Operational Support Assistant will work as part of a team to deliver administrative support to B&HFs services. This will include, supporting the day-to- day delivery of EA and other services, supporting the recruitment and onboarding of new staff to the EA and Bank Hubs, assisting with governance and quality assurance, as well as face-to-face reception cover at EA sites across Brighton &

Hove.

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The success of B&HF relies on good communication with our partners and patients.

This will require engaging and working with local practices and PCNs to ensure that our services meet their needs and the needs of their registered populations.

Main Duties and Responsibilities

Rota Support

• Organising the staffing rotas ensuring there are adequate staffing levels as per operational guidelines
• Managing staff enquiries regarding EA and Bank shifts
• Sending regular reminder to all staff of the shifts and other routine tasks to mitigate last minutes cancellations
• Ensure any issues with staffing the rota are escalated to the Senior

Operational Support Assistant and Operational Services Lead

• Responsibility for the administration of the recruitment and selection of appropriate staff to services, ensuring that addendums to contracts/contracts of employment are provided to all staff
• Ensure that all staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation
• Work to ensure appropriate indemnity for clinicians who work within B&HFs services
• Maintain an effective induction and training programme for all staff added to the rota and checking IT system logins
• Manage communications across the extended team ensuring everyone is kept abreast of developments and changes
• Ensure that staff adhere to the relevant policies, procedures, and protocols.
• Ensure that all relevant employment legislation is followed and maintain an awareness of changes in employment legislation

Operational

• Responsible for workforce planning on an operational and daily/ weekly basis
• Support for ensuring the EA Service has access to all facilities, equipment, consumables, and dressings/vaccines to ensure smooth running of the service
• Support with the security of the facilities during operational hours of EA and other B&HF services
• Work with the host Practice Manager, Senior Operational Support Assistant and Operational Services Lead to raise any issues relating to facilities, equipment and consumables in a timely manner

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• Support with the day to day running of B&HF services, ensuring that all staff understand how to access timely support and advice and resolve issues quickly
• Arranging the training and site inductions for all new B&HF service staff
• Support the Senior Operational Support Assistant to ensure all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation as per set guidelines
• Maintain the staff database with details and paperwork for all staff and escalate any issues with staff compliance to the Senior Operational Support

Assistant or the Operational Services Lead

• Arrange new staff access to practices' clinical systems
• Undertake crosschecks across the B&HF services to ensure patient safety and service quality is being maintained as per the relevant service protocols
• Monitoring the email inboxes & follow up any issues raised by patients or staff issues highlighting any concerns
• Support the service’s Complaints procedure
• Support the Senior Operational Support Assistant to ensure staff working environments and clinical practice space is appropriate and meets the needs of the service by ensure that the area managers regularly undertake premises site assurance
• Support the Operational Services Lead to ensure Service Level Agreements are in place and up to date
• To be able to be flexible with working hours including weekends and evenings

Project Support

• Co-ordinate attend and/or facilitate meetings, and transcribe any minutes and notes as required
• Other project related assistance as required by the Operational Services Lead and Business Development Lead

Governance

• Be responsible for liaising with relevant managers and coordinating incident, complaint and compliment logging, investigation and reporting, ensuring that the appropriate actions are taken and learning shared within the service and across partner organisations where appropriate
• Be responsible for the initial investigation of incidents and complaints, allocating responsible managers and deadlines for investigation and escalating to the Operational Services Lead where appropriate
• Support the leadership team to maintain, develop and implement systems and processes for the Governance of the service
• Support the Clinical Lead, Operational Services Lead and Business

Development Lead to ensure that clinical and organisational policies and

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procedures are developed and implemented in relation to: clinical risk management, clinical incidents, complaints and compliments, consent, information governance, workforce competencies

• Responsible for updating and monitoring the Service Risks and Issues

Register

• Support the Senior Operational Support Assistant and Operational Services

Lead to coordinate the service Equality Impact Assessment

• Support the Operational Services Lead and Business Development Lead to create Quality reports for action learning set meetings, B&HF Reports,

Quarterly Governance updates for GP practices and Internal and external reports

• Arranging, coordinating and minute taking for any key governance meetings; ensure that responsible managers provide reports to support these meetings.

You may be expected to travel across Brighton and Hove

Reception Practice Support

• Cover the reception desk when required during EA shift times and present a professional and courteous image to all service users, visitors and staff
• Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival
• Communicate courteously and politely when dealing with enquiries
• Use of computer and paper-based systems to perform administrative functions to support service provision in accordance with agreed standard processes and procedures, and within agreed timeframes.
• Ensuring the accuracy and quality of data recorded
• To be able to be flexible with working hours including weekends and evenings

Operational Performance

• Work collaboratively to help develop and promote a positive working culture, encouraging staff participation and involvement in developing, improving and promoting the service
• Ensure adherence to efficient administrative processes within the service

Personal Performance Management

• Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a culture of constantly seeking to refine and improve the service
• Engage with patients, internal and external stakeholders
• Engage with service users to understand people’s experience and to measure levels of satisfaction with services.
• Undertake any other duties required, as appropriate to the role

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• Responsibility for maintaining a record of own personal and/or professional development
• Responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

• Alert line manager to any issues compromising quality of projects and operational work streams
• Effectively manage own time, workload and resources
• Work with GP practices and other providers to work within risk management and health and safety policies and procedures
• Adhere to robust process for recording incidents, complaints, accidents and significant events
• To provide administrative support to assist with the development and management of any changes or new processes and systems that need implementing
• To carry out any other appropriate duties as determined by the Operational

Services Lead and Business Development Lead

• Maintain the service Operational Policy, EA SOPs, Service inductions and shared drive and make additions where required in line with service developments

Confidentiality
We consider confidentiality and ensure minimal and appropriate usage of all data we hold and access, to comply with NHS Information Governance frameworks.

We ask staff to be vigilant about both their safety and the patient’s; taking necessary action, as required, and feeding back any concerns so that we can make improvements.

Equal Opportunities
The organisation values the rich diversity, skills and abilities that people from differing backgrounds and experiences bring to the workplace. Implementing and abiding by a policy that provides for diversity and equal opportunities and deters unlawful discrimination is therefore important to this organisation.

Technology
We use a selection of computer technology systems and tools. Staff should expect to use automated information systems in their work to improve quality, efficiency and service coordination, and to enable faster and more accurate communication internally and externally.

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Health and Safety
At Brighton and Hove Federation (B&HF), we recognise the need to comply with the

Health and Safety at Work etc. Act 1974 and understand this is a legal requirement, not a matter of choice. We will continuously strive to fulfil our responsibilities for all matters pertaining to health and safety.

Furthermore, we will ensure all our staff are fully aware of their individual and collective responsibilities and that they are committed to maintaining a positive and proactive approach to minimising risk.

Training and Development
We ensure that people have the information, equipment and skills they need to do their work. This includes bespoke training opportunities based on identified gaps and agreed priorities with the team (e.g. Human Factors; trauma informed care; Non

Violent Communication).

Person Specification

Person specification – Operational Support Assistant

Qualifications Essential Desirable

GCSE grade A to C in English and Maths ✓

Educated to degree level ✓

Business administration experience ✓

Evidence of continuing professional development ✓

Experience Essential Desirable

Experience of working independently and within a team ✓

Experience of working in a healthcare setting ✓

NHS / primary care general practice experience ✓

Skills Essential Desirable

Excellent communication skills (written and oral) ✓

Proven IT skills (Microsoft Office/Email) ✓

Knowledge of Clinical Systems (SystmOne/EMIS) ✓

Ability to prioritise and work to tight deadlines in a fast-paced ✓ environment

Effective time management (planning & organising) ✓

Ability to network and build relationships ✓

Proven problem-solving & analytical skills ✓

Personal qualities Essential Desirable

Polite and confident ✓

Flexible and cooperative ✓

Excellent interpersonal skills ✓

Motivated and proactive ✓

Ability to use initiative and judgement ✓

Forward thinker with a solutions-focused approach ✓

High levels of integrity and loyalty ✓

Sensitive and empathetic in distressing situations ✓

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Ability to work under pressure ✓

Other requirements Essential Desirable

Flexibility to work outside core office hours ✓

Disclosure Barring Service (DBS) check ✓

Maintains confidentiality at all times ✓

Full UK driving licence ✓

JD author (name and job title): Ollie Shotton (Operational Services
Lead)

Date JD agreed: 14/2/23

Reasons for review (if applicable):

Version number: V3

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Job Types: Full-time, Permanent

Salary: £22,140.00-£26,460.00 per year

Benefits:

• Flexitime
• Work from home

Schedule:

• Flexitime
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Hove, BN3 7GS: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Hove, BN3 7GS

Application deadline: 23/04/2023