Clinical Performance Manager

Job Introduction

• Compassionate – We show kindness, consideration and understanding in everything we do – and demonstrate our caring nature to our patients, people and communities.
• Accomplished – We are available day and night – a responsive, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual.
• Respectful – We recognize the value that individual and team differences bring – welcoming views, listening, being honest, and learning from others’ experiences.
• Encouraging – We believe everyone matters, so we inspire confidence in others – promoting ‘speaking up’, fostering career-long learning and development, and supporting improvement ideas.

• In liaison with the Operational Shift Lead, support real-time management of Health Advisors, Clinical Advisors and Dental Nurse Advisors on shift ensuring clinically safe, effective and efficient working.
• Provide support through real-time coaching and direction to call taking staff, when required.
• Assist call taking staff with NHS Pathways queries when requested or through proactively identifying staff on shift who may need support.
• Be proficient in interpreting and applying performance data to gain a reliable picture of individual and organisational performance and take timely action to address any performance concerns identified. 
• Ensure adherence to the National Quality Requirements and Key Performance Indicators relative to the service through team management and whilst supporting the shift.
• Demonstrate and contribute to embedding the DHU Vision and Values across the organisation. 
• Support management of complaints and compliments received on shift. 
• Maintain own call taking proficiency demonstrating in-depth knowledge of Adastra and NHS Pathways systems. 
• Contribute proactively to continuous quality improvement through own practice and through support to others.
• Effectively manage own team of call taking staff to deliver a clinically safe and efficient service to patients.
• Review daily/weekly/monthly performance data statistics against the contract standards and take corrective action with the team to improve performance.
• Be able to expertly use data analysis to discuss performance achievements or concerns with staff.
• Be able to complete performance development plans with staff that contain SMART objectives.
• Provide coaching to staff that supports achievement of objectives and review objectives with team members in a timely manner.
• Maintain knowledge of the DHU approach to performance management, and to be able to apply the principles of performance management when supporting staff.
• Demonstrate ability to support staff with persistent performance concerns applying organisational HR processes and procedures when required.
• Liaise with CQI Training Team to escalate or discuss performance concerns that have not been resolved through initial coaching.
• Ensure team members audit requirements have been completed as per the NHS Pathways licence agreement.
• Facilitate feedback to team members following audit; acknowledging achievements and supporting any areas of development identified.
• Hold a monthly one to one meeting with all team members to discuss areas such as performance, employee engagement and ideas for service improvement. Increase the frequency of one to one meetings if/when required.
• Meet with team members returning to work from long-term absence in a timely manner. In conjunction with the CQI Training Team identify learning/training needs and, with the team member, produce a plan to support them with any needs identified. 
• Manage and support individual performance further by application of the DHU annual appraisal cycle ensuring review of objectives is undertaken in an ongoing manner. 
• Be able to appropriately apply DHU HR policies such as attendance management, disciplinary, capability or grievance in a supportive, timely and consistent manner when required.
• Assist in the investigation of complaints and incidents, as and when required.
• Assist with assessment centres to support recruitment of high quality new employees.
• Ensure contact with new employee team members at earliest opportunity to assist them with queries and to welcome them to DHU.
• Liaise with CQI Training Team to ensure awareness of new employee team member’s progress through training period.
• Complete new team members’ probationary review in a timely manner ensuring all objectives are met prior to sign off of probationary period.
• Contribute to the real time and contingency management of shifts as required, providing clinical support and leadership to all staff when required. 
• Instigate and facilitate reflection and/or debriefing of challenging calls when necessary.
• To be aware of organisational requirement to maintain good budgetary control and escalate any areas for cost savings identified. 
• Escalate any identified risks to the service via organisational policy and appropriate channels.
• Work within and promote the regulatory requirements, codes and guidance as defined by the appropriate regulatory body I.E. NMC/HCPC.
• Undertake appropriate personal and professional development to meet the requirements of re-validation /NMC/HCPC Registration.
• Maintain personal responsibility and accountability for own ongoing active professional registration and fitness to practice.
• Demonstrate professionalism and service knowledge when participating in stakeholder engagement and liaison.
• Work within and promote the DHU Vision and Values. 
• Maintain own competence through continuing development .
• Seek feedback on own performance from direct reports and line managers.
• Contribution to the development of own Balanced Scorecard.
• Participate in regular performance review with the NHS 111 Clinical Site Manager using the agreed competency framework appropriate to individual scope of practice.
• Participate in the provision of coaching, mentorship, training and the continuing development of call taking staff.
• Offer appropriate clinical advice on care practices, delivery and service development within the parameters of own role ensuring this advice is evidence based where appropriate. 
• Participate in the ongoing individual and own personal development within the organisation ensuring maintenance and review of own personal development plan.
• Mentor and role model the development of excellence in clinical practice.
• Adhere to all DHU procedures, protocols and other relevant memoranda as appropriate.
• Attend training and meetings as and when required to do so by senior management.
• Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the Freedom of Information Act, Information Governance and the Data Protection Act. 
• Communicate outstanding issues to your immediate reports, peers or the Operational Performance Manager before going off duty.   In relation to serious issues, these must be reported to the NHS 111 Senior Operational Performance Manager, NHS 111 Directors or, in their absence, the executive director on call.
• Notify the appropriate senior manager immediately of any circumstances which may affect the provision of a high quality service.
• Maintain and ensure maintenance of a tidy work environment at all times.
• Organise and prioritise your own work schedule effectively as well as the work schedule of immediate reports, to ensure operational excellence with minimum supervision.
• Deal with matters raised under the Incidents and Complaints procedure/protocol and use the procedure/protocol when answering queries and complying with requests from the Integrated Governance Team for investigations and information requests within the specified timeframe, E.G.  5 days for statements.
• The post holder is required to take responsible care for the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work. The post holder is also required to co-operate with DHU to ensure that statutory and departmental safety regulations are adhered to.
• DHU is an equal opportunities employer and the post holder is expected to comply with all relevant policies and procedures in this area together with all other policies and procedures as initiated by DHU.
• DHU is a non-smoking organisation and you are therefore required not to smoke in any of the buildings where DHU’s business is carried out.
• Communicate with staff within DHU Health Care CIC and related organisations.
• Communicate with Clinical, Non Clinical and managerial staff within participating Clinical Commissioning Groups.
• Communicate with staff in primary and secondary care services.
• Communicate with staff within local authority Social Services.
• Communicate with Out of Hours and other related services within the health economy.
• As you will expect the organisation may change from time to time and you will be expected to meet the operational requirements. 
• Any other reasonable duties as required from time to time. 

• Compassionate – Putting patients interests at the heart of everything we do
• Accomplished – Demonstrate excellence in everything we do
• Respectful – Everyone has the right to respect and dignity
• Encouraging – Placing our colleagues and patients at the heart of the organisation