Head of Service for Urgent Care

The post holder will have operational responsibility for the Urgent face to face care provided at the Urgent Treatment Centre (UTC) based at the Queens Medical Centre of Nottingham University Hospitals Acute NHS Trust and Primacy Care 24 (PC24) based at Sherwood Forest Hospital. The role will ensure operational performance targets including; access, workforce and service improvement are achieved. This involves delivery of all operational targets, ensuring services are provided within the agreed levels of activity, standards of performance, safety, quality and budget.

The post holder will work closely with the wider NEMS leadership team and provide direct leadership and support to the UTC Operational Service Manager and the PC24 Operational Service Managers to drive delivery of key service requirements.

Specifically, the post holder will be responsible for providing senior operational business management, leading on and delivering success across a number of key programmes within NEMS, these programmes are essential in ensuring NEMS can deliver its core objectives and will include a range of areas including productivity and efficiency, service development and workforce development and succession planning.

Main duties of the job

Operational Management

Reporting to the Deputy Director of Operations, you will be a key and integral member of the management team.

Responsible for the day-to-day operational delivery of the Urgent care services, responsible for ensuring where performance standards are off track that the drivers are understood and improvement plans are developed, implemented and evaluated to meet service expectations.

Provide a professional, senior management contribution across NEMS, working in partnership with Clinical teams and others to deliver cost efficient, high quality and responsive services.

Drive, through engagement and collaboration with Clinical and Operational leads to identify operational improvement opportunities

You will have the autonomy to generate ideas in improving all services

Review and report operational performance against key performance indicators

Drive performance recovery plan ensuring clear roles and responsibilities and accountability for improvement actions.

Lead recovery meetings, ensuring reporting up to executive lead.

Working with internal and external experts develop capacity and demand tool for PC24 to support future developments.

Work with Acute Trust partners to understand performance, key challenges and actions required to deliver improvement.

About NEMS

NEMS CBS is a high quality, high performing; not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients. Responsive, adaptable and continually evolving, we have a reputation for delivering locally-tailored, safe, effective and cost-efficient services with high levels of patient satisfaction.

We are committed to investing in our people and have an established programme of learning and development, successfully developing our own Urgent Care Practitioners, Telephone triage clinicians and Advanced Clinical Practitioners.

NEMS currently operates 3 main services: (1) Integrated Urgent Care across Nottinghamshire serving a patient population of over 1 million, including home visiting, remote consultation and clinical assessment services; (2) Urgent Primary care provision located within the A&E Department at QMC, (3) A 24-hour walk-in urgent primary care service adjacent to Kings Mill Hospital A&E, Mansfield.

NEMS is committed to the NHS Values (as set out in the NHS Constitution March 2023).