Role Profile

 

Job Title:                                IT & Facilities Lead

 

Department:                           Resource Optimisation

 

Reports to:                             Resource Optimisation Manager  

 

Responsible for:                   IT & Facilities Coordinators

 

Location:                               Various sites (based at Bitterne Park Surgery)

 

Salary:                                   £15.00 - £16.53 PH / £29,330 - £32,320 PA

 

FTE:                                        1.0 FTE / 37.5 hours over 5 days

 

Overall Aim

 

This role is responsible for providing high quality, responsive, compliant and cost-effective IT, Systems and Facilities functions. The optimisation of processes, resources and technology and the achievement of Key Performance Indicators is essential to supporting clinical delivery and business continuity.

 

Key Responsibilities

 

1.    Systems & IT Development

·         Lead on and implement IT projects to optimise the use of systems to deliver IT services.

·         Identify, develop and own the delivery of innovative new IT solutions to support high quality patient care, communication and clinical efficiency.

·         Develop a detailed understanding of the use and functionality of all LWP IT systems.

·         Develop a robust understanding of the Partnership’s systems map to support high quality data analysis in order to measure key outcomes and optimise processes.

·         Become a super-user of key clinical systems including EMIS, AccuBook, MJOG, INR Star and Docman10 and the telephony system.

·         Keep abreast of IT developments within General Practice and the NHS.

·         Be responsible for identifying and implementing changes, updates and upgrades to systems to meet all regulatory requirements, data protection regulations and best practice. Ensure changes are appropriately communicated and staff informed.

·         Take ownership of the maintenance and development of the telephony system, ensuring its configuration meets business needs and performance is optimised.

·         Work closely and effectively with external IT and telephony support services including Healthcare Computing and IP Office to plan and coordinate network and infrastructure upgrades and telephony support.  

 

2.    Systems & IT Support

·         Own the delivery of a high quality and responsive IT support function for all staff.

·         Define and oversee the delivery of regular and robust IT system checks and audits, maintenance and housekeeping undertaken by the IT Coordinator to ensure safe, effective and well managed systems. Identify, escalate and proactively address any red flags.

·         Contribute to external inspections, audits and reporting requirements.

·         Create and maintain a suite of IT policies, procedures and user guides, regularly monitoring their use and effectiveness. 

·         Create, document and apply IT security, confidentiality and IT systems protocols.

·         Operate in accordance with current GDPR and Data Protection regulations and ensure compliance with all regulatory requirements.

·         Develop and implement an IT Service Level Agreement. Oversee the resolution of issues in full and in accordance with its terms, ensuring root causes are identified and successfully addressed to prevent reoccurrence.    

·         Be responsible for the inventory and maintenance of all hardware (excluding medical equipment). 

·         Oversee the delivery of IT training to staff at all levels, working towards a more effective use of IT systems and independent troubleshooting, ensuring training is clear and effective and meets the required outcomes.

·         Establish positive and effective working relationships with software suppliers to facilitate the development and implementation of change projects.

·         Work with primary users of systems including line managers, senior managers and partners to understand and deliver user requirements. 

·         Contribute to the investigation and resolution of complaints and significant events.

·         Attend and contribute to team meetings and working groups.

 

3.    Facilities

·         Define and oversee the delivery of monthly health and safety and infection control audits by the Facilities Coordinator. Ensure evidence is documented and up-to-date and actions identified and completed.

·         Play a key role in CQC inspections, helping to maintain our ‘Good and supporting the attainment of an “Outstanding” rating

·         Undertake regular site inspections, independently and with key stakeholders e.g. Infection Control Lead and CCG Quality Team.

·         Act as the first point of contact for the escalation of facilities-related incidents.

·         Be responsible for the creation and maintenance of a suite of written protocols and processes including the Business Continuity Plan.  

·         Work closely with HR to ensure all health and safety inductions, risk assessments etc are completed in a timely and accurate manner.

·         Ensure all work by external contractors is delivered to time, budget and specification. 

·         Undertake regular audits of suppliers, utilities providers and third-party contractors to ensure cost-effective delivery of the facilities function.

 

4.    HR Focus

·         Line manage our IT & Facilities Coordinators, utilising strong leadership skills to support, inspire and drive the team.

·         Ensure effective verbal and written communication to the team using the most appropriate system or channel.  

·         Effectively implement LWP’s performance management process, including probation reviews, 1-2-1’s, annual appraisals, team meetings and capability / disciplinary processes where appropriate, in line with agreed protocols. Document, follow up on and take ownership of agreed actions and next steps. 

·         Deliver ongoing training and development plans and ensure they are maintained for all team members, utilising TARGET sessions where possible.  

·         Help to develop a culture of accountability, continuous improvement and collaboration, in order to provide an excellent standard of service to patients.  

 

5.    Other Duties 

·         Lead assigned tasks & finish projects as requested. 

·         Work collaboratively with colleagues and the senior and Partner teams.

·         Act as a role model, demonstrating and promoting the standards expected by the Partnership and creating energy and enthusiasm for the service.

 

 

 

 

 

 

Key Results

 

1. IT and facilities incidents are resolved to a high standard and within agreed timescales.
2. Reporting of IT & facilities functions and audits are timely and accurate.  
3. Evidenced reduction in reoccurring IT & Facilities incidents.
4. Agreed policies and protocols are effectively implemented and documented.  

5.    Use of IT systems and software is optimised and staff adequately trained.

6.    Positive and effective working relationships with key stakeholders are established.

 

 

Please also be aware of and follow the Partnership’s policies and procedures, with particular attention to patient confidentiality, health and safety, equality and diversity and customer service excellence. To further your development and knowledge you will be expected to attend training as necessary.

 

Person Specification – IT & Facilities Team Lead

 

	Essential	Desirable
Experience & qualifications	·         Significant evidenced experience in a comparable role within a medium sized organisation ·         Demonstration of ongoing professional development  ·         Evidenced experience of management of KPIs and quality outcomes ·         Experience of extracting, analysing, and compiling data e.g., trends, patterns and reporting	·         Experience of working in the healthcare sector ·         Experience in a customer service environment
Knowledge	·         Knowledge of a range of IT systems, databases and digital communication tools	·         Knowledge of General Practice Processes and systems (e.g. EMIS, Docman10)
Skills	·         Excellent IT skills and ability to optimise existing and new systems and software ·         Ability to create and implement IT and systems policies and protocols ·         Ability to cope with conflicting and changing priorities, which may be time critical or unexpected  ·         Results driven, with a focus on completing tasks to a high standard and to deadlines ·         Excellent organisational skills ·         Excellent verbal and written communication skills with an ability to adapt style and delivery of communication for maximum effectiveness ·         Ability to work on own initiative and effectively manage own time, productivity, workload and resources ·         Ability to problem solve and to confidently make independent decisions, escalating to line manager when appropriate	·         Demonstrable coaching skills
Personal style and behaviour	·         Personal commitment to the values, vision and objectives of the Partnership ·         Ability to remain calm and focussed and to work well under pressure, in a fast paced and busy environment ·         Highly motivated and able to empower others ·         High expectation of self and others ·         Demonstrates accountability and ownership ·         Positive and professional attitude
Other requirements	Commitment to high quality patient care and efficiency in all aspects of the Partnership’s performance ·         Able to drive, with use of own vehicle