Service Integration Officer

Job Purpose The Service Integration Officer is responsible for coordinating and integrating operational and clinical support functions across the practice to ensure the efficient delivery of high-quality patient services. The post holder will oversee key administrative and service improvement activities, including clinical and reception workforce planning, patient engagement initiatives, complaints management, quality improvement programmes, audits, reporting, and the delivery of national and local health campaigns. The role supports continuous service development, regulatory compliance, and achievement of contractual and quality targets. Job Description Clinical System and Workforce Coordination Manage and maintain the clinical system appointment diaries, ensuring accurate configuration and optimisation of clinical appointments. Create, update and maintain clinical staff rotas within the clinical system, including GP, nursing, allied health professional and additional roles schedules. Coordinate and manage reception and care navigation rotas to ensure appropriate staffing levels and service coverage. Support workforce planning by identifying gaps in clinical and administrative capacity and escalating concerns where appropriate. Develop and maintain staff timetables for designated staff groups, including GP Registrars, nursing teams and other multidisciplinary staff. Liaise with educational supervisors and management teams to support registrar placements and training requirements. Patient Services and Group Clinics Coordinate and deliver group patient clinics and education programmes in line with practice objectives. Support the planning, promotion and organisation of patient group consultations. Monitor attendance and outcomes of group clinics and provide feedback and recommendations for service improvement. Work collaboratively with clinicians to identify opportunities for innovative patient engagement and service delivery. Complaints Management Act as lead investigator and coordinator for allocated patient complaints. Ensure complaints are acknowledged, investigated and responded to within agreed timescales and organisational procedures. Liaise with clinicians and staff to gather relevant information and prepare comprehensive complaint responses. Identify trends and learning opportunities arising from complaints and support implementation of service improvements. Maintain accurate complaint records and provide regular reports to senior management. Training and Staff Development Lead the induction process for new members of the Care Navigation and Reception Teams. Deliver training on care navigation principles, patient access processes and practice systems. Assess training needs and coordinate ongoing development opportunities for team members. Develop and maintain training materials, guidance documents and standard operating procedures. Support competency assessments and contribute to staff performance development processes. Significant and Learning Event Analysis Management Coordinate and manage the practice Significant Event Analysis (SEA) programme. Support staff in reporting, investigating and documenting significant events. Facilitate SEA meetings and ensure actions are monitored and completed. Maintain records of learning outcomes and evidence of improvements arising from event reviews. Promote a culture of continuous learning, quality improvement and patient safety. Audits, Reporting and Quality Improvement Plan, coordinate and oversee clinical and operational audits across the practice. Produce regular reports and performance data for management, clinical teams and external stakeholders. Analyse trends and performance indicators to support service improvement initiatives. Monitor compliance with key contractual, regulatory and quality requirements. Support the development and implementation of quality improvement projects. Health Campaign Management Coordinate the planning, implementation and evaluation of seasonal and national health campaigns. Lead operational delivery of vaccination campaigns including Flu and COVID-19 programmes. Monitor uptake rates and develop strategies to improve patient participation. Coordinate call and recall systems to maximise achievement of vaccination targets. Work collaboratively with Primary Care Network (PCN), Integrated Care Board (ICB) and wider healthcare partners as required. Quality Outcomes Framework Provide operational oversight of Quality and Outcomes Framework (QOF) performance. Monitor QOF achievement against targets and identify areas requiring intervention. Work with clinical teams to ensure effective patient recall and management processes. Produce regular QOF performance reports and action plans. Support clinicians and administrative teams to maximise achievement of quality indicators. Ensure accurate coding, data quality and maintenance of clinical records to support QOF delivery. Governance, Compliance and Risk Support compliance with Care Quality Commission (CQC) standards, NHS regulations, and Practice policies. Take an active role to ensure the practices readiness for inspections and reviews from regulators and commissioners such as the CQC and ICB. Maintain health and safety, infection control, and data protection standards. Identify operational risks and take practical steps to resolve issues. Finance and Resources Monitor resources, equipment, and space to ensure smooth operations. Ensure cost effective use of resources in daily operations. Communication and Teamwork Act as a key point of contact. Build effective working relationships with staff, patients, PCN colleagues, and suppliers. Represent the Practice at external meetings. Other Duties and Expectations Provide temporary cover for selected responsibilities when required, such as during periods of annual leave Maintain knowledge of and compliance with Practice policies and procedures relating to this post Attend relevant training courses as requested by the Business Manager and Practice Partnership, including assigned statutory and mandatory training Undertake any other duties as required by the Practice and determined by the Business Manager and/or Practice Partnership Promote the welfare of children, young people and vulnerable adults and comply with the practice safeguarding policies and procedures. Maintain strict confidentiality regarding patient, staff and business information and comply with practice policies and procedures Follow practice policies in relation to Health and Safety and Patient Safety Be committed to equality, diversity and appropriate professional conduct Work within scope of practice and avoid decision making outside of competence