SWL ICC Hub Clinical Operational Manager

Key Responsibilities Clinical and Operational Delivery

• Provide day-to-day oversight of the ICC Hub activity, in collaboration with the Clinical Support Manager, reacting flexibility to any issues that arise
• Plan and manage staged onboarding and induction processes for external clinicians, ensuring timely and accurate contract completion by external Trusts and clinicians.
• Ensure the ICC Hub is operating effectively, delivering high standards of operational and clinical performance and ensuring service delivery meets agreed objectives.
• Provide specialist knowledge of LAS processes related to hear and treat, see and treat, clinical decision making and patient referral, utilising this to provide advice and education to the variety of clinicians working within the ICC Hub.
• Monitor, interpret and report on ICC Hub performance using key performance indicators (KPIs), analysing a range of complex data sources, drawing themes and taking proactive action to address variances and drive continuous improvement.
• Monitor and be accountable for service delivery, performance and improvement of the ICC Hub service; where issues are identified perform comprehensive analysis, instigate immediate mitigations, determine solutions and identify the benefits and risks before taking action or escalating as required.
• Develop, implement and review operational policies and procedures ensuring alignment with the Trust ICC Steering group, Clinical Hub and organisational governance structure.
• Ensure new policies and procedures are adoptable by ICC Hubs in each IC S and within the Clinical Hub where relevant.
• Lead on the strategic development of pathways in to the ICC Hub; referral pathways from the ICC Hub into alternative services, working with system wide operational and clinical service leads and ICB leads to negotiate patient pathways, managing conflicting priorities where they arise.
• Develop the strategic direction of the ICC Hub model, in response to identified patient and system need, national strategy, guidance and Trust requirements, ensuring alignment to the ICB vision and NHS long term plan.
• Interpreting local and national policy, identifying pertinent points in guidance and policy that impacts or influences the ICC Hub model and system working. Establish any required changes to align with local, regional and national policy and autonomously develop an action plan to operationalise these. This should be done independently but ensuring consultation with the Deputy Director and appropriate governance is agreed before changes made.
• Reviewing and monitoring actions and plans to keep delivery on track so reducing the need for short term actions.
• Challenging current strategies and plans, proactively identifying and implementing improvements.
• Ensure Senior Clinical Decision Makers (SCDMs) working in the ICC Hub can access alternative care pathways. Identify and report issues with pathway access, delivering improvements with ICB and clinical quality teams.
• Management of the bespoke Directory of Services e.g./MiDoS; creating and formatting pathways to enable uploading and sharing, work with service leads to update pathway information and monitor and review information to ensure it is up to date for the ICC Hub.
• Clinical knowledge, not be solely focused on the current Standards of Proficiency published by the Health and Care Professions Council (HCPC), and/ or NMC but will allow discussion of clinical matters with a degree of confidence with doctors and other senior healthcare professionals when discussing / negotiating what the LAS can offer our clients / patients and pathway development between services.
• Maintain a high degree of clinical credibility when working with external agencies and within the Trust by maintaining visibility and regular operational shifts.
• Undertake regular direct patient care as part of operational shifts (clinical practice), in order to; maintain HCPC registration, clinical credibility and to support CSP/REAP related surges in operational demand within the Trust (if qualified as a paramedic).
• Demonstrate the necessary physical skills required for safe and effective participation in operational duties (as a paramedic or an observer), in accordance with Trust standards. Ensuring effective coordination, implementation and sustainability of improvements that support the increase in utilisation of the ICC Hub by LAS clinicians on scene, clinical advisors in the Clinical Hub and any external pathways into the ICC Hub, working with the LAS sector Clinical Quality team.
• Maintain a personal duty of care for all equipment and resources used during operational shifts (as a paramedic or when observing) and in the development and delivery of the ICC Hub.

Quality Care & Governance

• Ensure robust clinical governance by supporting the response to incident review and embedding learning from incidents and complaints.
• Action outcomes from the agreed Trust ICC Hub governance process, in terms of service improvements and developments
• Have an overview of all ongoing ICC Hub related incidents, undertaking LFD reviews, investigations and duty of candour as required.
• Manage ICC Hub risk register, monitoring and recommending new risks for review, liaising with local operational and clinical quality teams, Clinical Hub, ICC Hub senior leadership team and other departments to; ensure regular reviewed and updates of existing risks, in accordance with Trust risk review schedule/risk management policy.
• Champion infection prevention and control, safeguarding, and health and safety within the ICC Hub, ensuring compliance with Trust and national standards.
• Respond to LAS, external clinician (quality alerts) and patient feedback, identify and action immediate mitigations, determine a plan to address any issues& implement agreed actions for improvement
• Participate in clinical audit to develop, evaluate and inform patient and clinical care initiatives across the Trust.
• Contribute to the design and completion of service evaluation in relation to the clinical and operational impact of the ICC Hub, presenting reports and disseminating results to inform ICC Hub development across the Trust.
• Maintain accurate and up-to-date records, ensuring data quality and confidentiality in line with Trust policies and the Data Protection Act
• Lead the design and delivery of Quality Improvement (QI) activity, including in response to external and LAS clinician feedback, for the ICC Hub, using a PDSA approach
• Develop and deliver appropriate training programmes for ICC Hub workforce and ensure compliance with statutory and mandatory training requirements.
• Deliver induction to the ICC Hub and LAS systems for external clinicians, ensuring ongoing education on process and governance as required.

Stakeholder Relationships

• Liaise with the LAS Clinical Hub, Clinical Pathways senior leadership teams and Head of Clinical Quality, escalating any concerns as appropriate
• Provide and discuss highly complex information about clinical presentations and patient outcomes, including sensitive information, with clinicians working in the ICC Hub.
• Build, implement and continuously improve referral pathways from the ICC Hub into community and acute services, ensuring effective integration with system partners. This will require skills of persuasion, negotiation and reassurance to gain cooperation.
• Engage with internal and external stakeholders to optimise service delivery, represent the ICC Hub at relevant forums, and contribute to wider system integration and transformation.
• Support the development and dissemination of communications about the ICC Hub within the LAS and with wider external stakeholders
• Foster and build a functional MDT in the ICC Hub through team building and fostering relationships
• Build and maintain excellent working relationships with system partners to ensure the ICC Hub builds strong relationships with system colleagues

Line Management

• Line management of the ICC Hub care coordinator role, ensuring the high quality of data collection that facilitates reporting and quality improvement.
• Manage and develop staff through regular performance reviews, coaching, and supporting career development, ensuring all mandatory training and professional standards are met.
• Provide visible clinical leadership, supporting the professional development and clinical competence of staff, and promoting a culture of responsibility, accountability and high-quality patient care.
• Promote a collaborative, supportive and high-performing team environment, encouraging staff engagement, wellbeing, and effective communication across all levels.
• Ensure safe, effective, and efficient use of Trust assets in all activities.
• Approve expenses related to ICC Hub care coordinator role, timesheets for SCDM payment and overtime for shifts worked in ICC Hub.
• Support the delivery of the ICC Hub service within an agreed budget and demonstrate value for money.
• Be aware of financial implications on the ICC Hub budget of decisions to change the model and workforce requirements.