Head of Urgent Care and Out-of-Hours Services

Head of Urgent Care and Out-of-Hours Services

Leadership Implement the strategic vision and business plans for urgent care and GP OOH services in line with organisational objectives and national urgent care policy. Represent the organisation in local Integrated Care System (ICS), Urgent and Emergency Care Network, and system resilience meetings. Lead service redesign and transformation initiatives to improve patient access, flow, and outcomes. Identify opportunities for service development, income generation, and new contract opportunities. Operational Management Oversee the day-to-day operational delivery of urgent care and OOH services, including rostering, capacity planning, and demand management across multiple contracts. Oversee workforce planning to ensure safe staffing levels of clinical and non-clinical staff across commissioned delivery times. Manage service budgets, ensuring cost-effective use of resources and delivery within financial targets. Monitor and report on key performance indicators (KPIs), national quality requirements (NQRs), and contractual key performance targets to commissioners and the Board. Lead on business continuity and surge/escalation planning for periods of high demand (e.g. winter pressures, pandemics). Clinical Governance and Quality Ensure robust clinical governance frameworks are embedded across all services, including incident reporting, complaints management, and safeguarding processes. Work with the Medical and Clinical Leads to ensure clinical staff are appropriately trained, supervised, and fit to practice. Oversee clinical audit processes, quality improvement projects, and patient safety initiatives. Ensure compliance with CQC standards and support inspection readiness and follow-up action planning. Oversee incidents/complaints investigated under the Patient Safety Incident Response Framework (PSIRF) ensuring learning is embedded across the service. Workforce Leadership Provide visible, supportive leadership to multidisciplinary teams, fostering a culture of engagement, accountability, and continuous improvement. Lead on recruitment, retention, and workforce development strategies to address rota gaps and staffing sustainability challenges. Manage performance, conduct, and capability issues in line with HR policies. Champion staff wellbeing and support initiatives across high-pressure environments. Stakeholder and Partnership Management Build and maintain effective relationships with commissioners (ICBs), NHS 111, ambulance trusts, acute providers, primary care networks, and other system partners. Support Business Delivery Managers in contract review meetings and respond to commissioner queries as necessary.