Job description

Job responsibilities

Key Working Relationships

PCN Executive Board and Management Team.

Practice Managers and staff across the 11 member practices.

Integrated Neighbourhood Team (INT) delivery groups and neighbourhood partners.

County Durham and Darlington Foundation Trust (CDDFT), Darlington Borough Council (DBC), Primary Healthcare Darlington (PHD), Tees Esk and Wear Valleys NHS Foundation Trust (TEWV), and the voluntary, community, and social enterprise (VCSE) partners.

Commissioners and other stakeholders relevant to agreed workstreams.

Neighbourhood and Integrated Neighbourhood Team (INT) Coordination

Coordinate agreed PCN actions and workstreams arising from neighbourhood and INT delivery arrangements.

Attend relevant operational meetings and delivery groups on behalf of the PCN where delegated, ensuring actions, decisions, and timescales are accurately captured and followed through.

Maintain effective systems for tracking actions, projects, risks, and stakeholder commitments, proactively following up agreed actions and helping maintain momentum across PCN and neighbourhood workstreams.

Support translation of agreed neighbourhood priorities into practical actions for general practice and PCN services.

Help strengthen operational links between general practice, PCN services, and wider neighbourhood partners.

PCN-Wide Practice Engagement

Act as an operational link between the PCN and member practices for agreed neighbourhood and service-improvement work.

Ensure practice perspectives are accurately reflected in service reviews, project planning, and neighbourhood discussions.

Communicate agreed updates, actions, and implementation requirements clearly and consistently across practices.

Support engagement activity while recognising that decisions on behalf of individual practices remain with the appropriate practice or PCN governance arrangements.

Service Review and Improvement

Coordinate a structured programme of reviews of PCN-funded and commissioned services.

Review available information relating to activity, demand, capacity, utilisation, access, outcomes, variation, and stakeholder feedback.

Identify gaps, duplication, operational barriers, and opportunities to improve pathways, integration, productivity, and patient access.

Work with relevant leads and stakeholders to develop proportionate improvement plans with clear actions, measures, and timescales.

Track agreed service improvements to ensure actions are completed and promptly raise any delays, risks or problems.

Support evaluation of implemented changes, including whether intended benefits and outcome measures are being achieved, and capture learning to inform future service development.

Project and Programme Coordination

Coordinate agreed PCN projects from planning through implementation and review.

Develop and maintain project documentation including objectives, milestones, actions, risks, issues, dependencies and outcome measures.

Support the identification of intended benefits and proportionate outcome measures for improvement projects, monitoring progress against agreed measures.

Coordinate input from practices, PCN services and partner organisations, ensuring agreed actions are followed up and identifying where delays or decisions in one area may affect progress elsewhere.

Identify risks or barriers early and escalate appropriately with options or recommendations where possible.

Support with producing clear reports, briefings, and presentations.

Data, Analysis, and Reporting

Use qualitative and quantitative information to support service review, improvement planning, and monitoring.

Collate information from appropriate sources, check data quality, and present findings in an accessible format.

Support development of meaningful service measures, dashboards, or monitoring arrangements where agreed.

Identify trends, variation, and emerging issues and support evidence-informed recommendations.

Handle information in accordance with confidentiality, information governance, and data-protection requirements.

Partnership and Stakeholder Working

Build effective working relationships across practices and with neighbourhood partners.

Facilitate meetings, workshops, or task-and-finish activities when required, ensuring outputs and actions are clear.

Communicate professionally with stakeholders at different levels and adapt information to the audience.

Support collaborative problem-solving where pathways or services cross organisational boundaries.

Governance, Accountability and Escalation

Work within delegated authority and agreed governance arrangements.

Maintain accurate records and provide appropriate reporting and assurance on assigned workstreams.

Escalate matters requiring strategic, contractual, financial, workforce, or governance decisions to the PCN Business and Governance Manager and/or appropriate PCN governance arrangements.

Do not commit the PCN or member practices to expenditure, contractual obligations, workforce changes, or strategic decisions without appropriate authorisation

Identify and escalate risks, conflicts, safeguarding concerns, or information-governance issues in accordance with relevant procedures.

General Responsibilities

Participate in induction, mandatory training, appraisal, and continuing professional development relevant to the role.

Contribute to an inclusive, respectful, and improvement-focused working culture.

Comply with relevant policies and procedures, including confidentiality, data protection, equality, health and safety, and safeguarding.

Undertake other duties consistent with the scope and level of the post as reasonably required.

Person Specification

Knowledge and Understanding

Essential

• Understanding of the principles of service improvement and the importance of reviewing whether changes have achieved the intended outcome.
• Understanding of collaborative working and the need to coordinate effectively across different teams and organisations.
• Understanding of the importance of confidentiality, information governance, data protection, and appropriate information handling.
• Understanding of equality, inclusion, and the importance of considering different population needs when developing or improving services.
• Understanding of professional boundaries, delegated responsibility, and when an issue requires escalation.

Desirable

• Understanding of Primary Care Networks and the role of general practice within the wider health and care system.
• Awareness of Integrated Neighbourhood Teams and the developing approach to neighbourhood health and integrated working.
• Awareness of health inequalities and the wider factors that influence people's health and access to services.
• Understanding of quality improvement or project-management approaches

Experience

Essential

• Experience of coordinating activities, projects or pieces of work involving different teams, services, or stakeholders.
• Experience of taking responsibility for agreed actions, following these through, and helping ensure work is completed within agreed timescales.
• Experience of working with a range of colleagues and stakeholders, and building effective working relationships.
• Experience of identifying operational issues and contributing to improvements in services, processes, or ways of working.
• Experience of managing a varied workload and balancing competing priorities.
• Experience of producing clear and accurate written information, records, reports or updates.
• Experience of handling confidential or sensitive information appropriately

Desirable

• Experience of supporting service improvement, project delivery, transformation, or change initiatives.
• Experience of working in primary care, the NHS, health and social care, local government, or the VCSE sector.
• Experience of working across organisational or service boundaries.
• Experience of working with general practice or Primary Care Networks.
• Experience of gathering and analysing feedback from staff, patients, service users, or stakeholders.
• Experience of contributing to the review or evaluation of a service or pathway.

Organisation, Autonomy and Project Coordination and Personal Attributes

Essential

• Excellent organisational and time-management skills.
• Able to coordinate several pieces of work simultaneously and prioritise effectively.
• Able to establish and maintain clear systems for tracking actions, deadlines, risks, and progress.
• Able to work independently and use initiative within agreed responsibilities and delegated authority.
• Able to proactively follow up agreed actions and maintain momentum without requiring continuous supervision.
• Able to recognise when an issue falls outside their responsibility or authority and escalate appropriately.
• Able to respond flexibly when priorities or circumstances change.
• High level of accuracy and attention to detail.

Desirable

• Experience of maintaining project plans, action logs, risk/issue logs, or similar project documentation.
• Experience of coordinating work across several sites, teams, services or organisations.

Qualifications

Essential

• Relevant qualification or equivalent knowledge and experience gained through care coordination, project or programme support, service improvement, primary care, health and care, public services or a related role.
• Evidence of continuing professional development and a willingness to undertake further training relevant to the role.

Desirable

• Training or qualification in project management, quality/service improvement, data analysis, or a related field.
• Relevant health, care, business administration, management, or improvement qualification

Service Improvement and Problem-Solving Skills

Essential

• Able to identify operational problems, explore possible causes, and contribute to practical solutions.
• Able to gather information from different sources and use it to develop an understanding of how a service, process, or pathway is working.
• Able to recognise where delays, decisions, or actions in one area may affect progress elsewhere.
• Able to contribute ideas and recommendations for improving services or ways of working.
• Able to monitor agreed improvements, follow up outstanding actions, and highlight delays, risks or issues requiring further action or escalation.
• Able to learn from feedback and adapt approaches where something is not working as intended.

Desirable

• Experience of using structured improvement techniques, audits, service reviews, process mapping, or similar approaches.
• Experience of supporting the implementation and evaluation of service changes

Data, Analytical and Digital Skills

Essential

• Comfortable working with numerical and written information.
• Able to collate information accurately from different sources.
• Able to identify themes, trends, variation, or gaps in information and communicate what these may mean in practice.
• Able to present information clearly to support discussion, improvement, and decision-making.
• Able to recognise the limitations of available data and seek clarification where appropriate.
• Confident using standard digital productivity tools, including word processing, spreadsheets, presentations, email and online meeting/collaboration systems.
• Able to organise and maintain electronic information and documentation accurately.
• Able to learn new systems and digital tools relevant to the role.

Desirable

• Experience of using data to support service improvement, performance monitoring, or evaluation.
• Experience of producing dashboards, reports, or other visual summaries of information.
• Experience of using spreadsheets to organise, analyse, or present information.
• Experience of project-management or task-tracking systems.
• Experience with primary care/NHS clinical or business information systems

Communication and Stakeholder Engagement

Essential

• Excellent written and verbal communication skills.
• Able to communicate confidently and professionally with people from different roles, organisations, and professional backgrounds.
• Able to build positive working relationships and encourage collaboration.
• Able to gather and accurately represent the views and experiences of different stakeholders.
• Able to prepare clear reports, briefings, presentations, meeting notes, and progress updates.
• Able to facilitate discussions or meetings and ensure agreed actions and responsibilities are clear.
• Able to communicate constructively where progress is delayed or where differing views need to be understood.

Desirable

• Experience of presenting findings or recommendations to multidisciplinary or senior groups.
• Experience of facilitating meetings, workshops, or improvement discussions involving different organisations.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Moorlands Surgery

Address

Blacketts Medical Practice

63-65 Bondgate

Darlington

Co Durham

DL3 7JR

United Kingdom

Employer's website

http://www.moorlandssurgerydarlington.nhs.uk/ (Opens in a new tab)