• Job title - Clinical Deputy Manager
• Function - UK Care Services - Richmond Villages
• Reporting to - Registered Care Home Manager
• Location - Village based

At Bupa we share a common purpose; helping people live longer, healthier, happier lives and making a better world.

Throughout Richmond Villages we’re dedicated to delivering person-centred care, supporting independence, and honouring choice to help every resident live a life they truly love, whilst offering the most inclusive and supportive workplace for our people - We do all of this by living our values: Brave, Caring and Responsible.

To work as a member of the village leadership team, taking direct accountability for quality & customer metrics, people metrics and commercial metrics of the care floor.

To provide clinical leadership and support to your staff team enabling them to provide quality care which meets the residents’ physical, emotional and social needs. To maintain and monitor compliance with Regulatory Bodies such as the CQC (Care Quality Commission)/CIW (Care Inspectorate Wales)/Care Inspectorate Scotland, National and Local Care standards through the use of appropriate guidance.

To actively participate in and maintain compliance with all internal operations and quality assurance, through the use audit of systems.

Utilising the strengths of your team ensuring that the care floor can provide well rounded quality care which meets the physical, emotional and social needs of your residents whilst supporting and maintaining wellness amongst your staff team.

To maintain and monitor compliance with Regulatory and National and Local Care standards using appropriate guidance including the Essential Standards of Quality and Safety and the Judgement Framework.

Deliver strong performance, leading on the commercials for your care floor to maintain the balance of delivering results, taking appropriate action with urgency, energy and positivity and managing risk making timely, good decisions to move the care floor forward.

To deputise for Registered Head of Care as required and take regular on call responsibilities including evenings and weekends.

To ensure a CQC rating of at least Good and internal inspections of Green (3 or 4) by:

• Act as a clinical resource for staff to ensure residents independence, choice, and dignity by providing coaching, teaching and education to them as required, whilst reviewing and developing clinical competency as required for your team supporting clinical practice and participation in ongoing development opportunities.
• Ensure teams are trained in the appropriate safeguarding level for their role (Adult Support and Protection in Scotland) and support them in the timely management of all safeguarding issues in line with company reporting procedures.
• Accountability for the safe management of medications in accordance with Bupa policy.
• Support the Registered Head of Care to ensure clinical audits are completed as required across the site and resulting action plans are completed, communicated and delivered in a timely manner. Ensuring all relevant clinical records are kept in line with Bupa, the Care Regulator, Local Authority and NMC guidelines.
• To be accountable and responsible for leading and adhering to Standard Infection Prevention and Control precautions ensuring the Registered Head of Care is informed of any infections as per policy and procedure.
• Undertake preadmission assessments and support the decision making around suitability of admissions into the care home and assist the Registered Head of care to handle enquiries by providing clinical support.
• Identifying trends, themes and providing feedback from clinical metrics by leading/supporting the clinical risk meetings and providing feedback to the village care floor team through regular meetings.
• Train and lead your team to raise and report incidents and accidents through the appropriate Bupa online reporting tool, looking for themes and trends that may prevent further occurrence by competing root cause analysis, ensure learnings are cascaded to the home team and ensure that where required the appropriate regulatory bodies are informed in a timely manner.
• You have overall accountability for the personalised care plans of our residents through personal contact, monitoring their condition through your care team and effectively utilising resident of the day, obtaining outside professional support or guidance where needed.
• Work and manage within the legal standards and regulatory frameworks through established processes, policies and procedures on the relevant digital systems, including the maintenance of Health and Safety within the Home, monitoring and providing professional support to all staff. Understand CQC (Care Quality Commission) standards and framework for inspection (KLOEs), manage the achievement of regulatory and legislative standards by monitoring and providing professional support to senior staff /leaders within the home.
• Supporting the Registered Head of Care in the delivery of service improvement plans from external regulators or internal support functions, including the formation of the Provider Information Return (PIR).
• Establishing and maintaining an effective communication mechanism for residents and their loved ones.
• Dealing with complaints in line with company policy.
• ​​​​Ensuring full awareness and understanding of all staff on the care floor of Bupa’s policies, procedures and risk management protocols.
• Ensuring compliance with the on-going requirements of the Mental Capacity Act, DoLS, Safeguarding teams and all relevant legislation.
• Ensuring all staff are fully compliant with mandatory training and understand the speak up process.
• Ensuring all staff understand their objectives, receive their mandatory supervisions/one2ones and receive continuous feedback on their performance.
• Understand, work and manage within the legal standards and regulatory frameworks through established processes, policies and procedures for example Care Essentials, Medication Essentials and including the maintenance of Health and Safety within the Home, monitoring and providing professional support to senior staff /team leaders.

To support the Registered Head of Care to ensure you have a workforce of engaged care floor staff by:

• Helping to keep agency to a minimum through effective management of advance rostering, absence management in line with policy and having an effective and continually reviewed #LoveWorkingHere plan in place.
• Ensuring all staff have at least one Career Conversation a year and that all staff on the care floor are aware of the flying high programme and materials.
• Supporting all staff members to perform at their best by giving fair and timely feedback, leading by example and managing performance.
• Ensuring mandatory training and competencies are on track in line with legislation.
• Having effective recruitment plans when required, and ensuring staffing for growth is utilised effectively.
• Effective promotion of company initiatives, e.g. WorkVivo, Care Friends, Viva Benefits in order to drive awareness and engagement.
• Accountable for the recruitment of all care floor staff and ensuring they receive a robust welcome and induction.
• Support the Registered Care Home Manager and other leaders on the care floor to achieve world class engagement and a people pulse score in line with KPIs

​​​Support the Registered Head of Care to achieve NPS KPIs, by:

• Providing high standards of customer care and services in line with company policy.
• Managing customer expectations, and service level agreements.
• Having clear communication mechanisms, e.g. You Said/We Did and proven ‘customer listening’ processes.
• Attending events designed to maintain contact and satisfaction with all care floor and village residents.
• Collaborating effectively with other HODs to achieve best overall village outcomes for our residents, particularly but not solely, focusing on activities and food.

Effective use of digital systems, including but not exhaustive of:

• Datix
• Radar
• PCS
• E-Mar
• Health Roster
• Work Vivo

To carry out investigations, disciplinaries and grievances as required across entire village and other villages if required.

Support the Registered Head of Care with all Bupa initiatives such as but not exhaustive of:

• Meal Time Matters
• NPS Survey
• People Pulse Survey​​​​​​​

To maintain the Bupa Brand by creating positive relationships with all external stakeholders, e.g. Local Authority, Safeguarding, CQC etc

You will be instrumental in maintaining accurate, in the moment records in accordance with registration and legal requirements on the digital systems, for example comprehensive resident daily notes.

To lead and promote the benefits of staff meetings, discussing needs for staff training, ensuring mandatory training is planned and communicated by their team in good time to ensure attendance and compliance with targets. Developing process and procedure for assisting, welcoming and training of new staff members, including utilising existing frameworks, such as buddies and building strong teamworking across the home.

To be respectful and courteous when dealing with staff, relatives and other public and professional people. Role Model teamworking by undertaking any aspects of care or non-care duties, for example answering a call bell when passing a resident's room, supporting with resident activities, meal service etc.

You have a duty of care to whistle blow if you witness bad practice or harm to a resident or a colleague within the village through our Speak Up service.

To assist in the maintenance of a safe and healthy working environment by ensuring adherence to Bupa Care Services Health & Safety and Welfare policies and procedures including the reporting of accidents.

To ensure that GDPR (General Data Protection Regulation) and company policy on confidentiality is upheld.

To be RGN qualified and have plans in place to support your continuing professional development through Bupa which meet the range of requirements from the NMC (Nursing and Midwifery Council), that show you are keeping up to date and actively maintaining your ability to practise safely and effectively.

A strong commitment to delivering exceptional customer service and an ability to quickly establish credibility and build rapport and trust amongst key stakeholders.

Demonstrated experience and ability in root cause analysis and improvement plan building and implementation.

Strong Leadership Skills in terms of employee development, engagement, and performance management.

To be able to make decisions within the care floors in accordance with company policies and procedures, legislation and statutory and regulatory requirements.

Ability to manage and prioritise your own workload and that of the care floor leadership team.

Effective delegation skills and proven ability to cascade information.