Sarah Mansell-Jones

Following successful procurement, HealthHero won the contract to deliver out of hours GP services across Shropshire (while Shropdoc continue in Powys). My role transferred to HealthHero under TUPE with the same duties as below, minus the responsibility for Powys.

Senior operational role within a not-for-profit NHS partner organisation delivering urgent primary care services across Shropshire and Powys.

• Overall responsibility for 10 medical bases and a dispersed workforce of around 70 non-clinical staff, many working remotely and across varying shift patterns.
• Manage day-to-day communication with remote teams, ensuring information is timely, clear and consistent despite geographical and operational complexity.
• Regularly respond to last-minute changes such as service pressures, staffing gaps, system issues or commissioned activity, adapting messaging quickly and appropriately.
• Translate complex, clinical or regulatory information into clear, practical guidance for different audiences, ensuring tone and accuracy are appropriate.
• Support the rollout of new services and systems by producing written guidance, process documentation and briefing materials.
• Act as a key point of contact during incidents or service disruption, exercising judgement around escalation, messaging and reassurance.
• Work closely with senior colleagues, clinicians and external partners, building trust and effective working relationships.
• Promote organisational values and culture through clear communication and consistent expectations across teams.
• Use data and reporting to identify issues, explain performance and support evaluation and improvement.
• Manage competing priorities independently, working flexibly and confidently under pressure.

• Management of three services that provide support for people who have a learning disability.
• Line management responsibility for 20 staff, including performance management, succession planning, coaching, and promptly addressing development areas.
• Budget management in line with forecasts.
• Implementation and development of a new training schedule to ensure training compliance in all areas.
• Acting as manager on call to authorise PRN medication administration, and respond to any challenges arising out of hours.
• Extensive multi-agency work to support achieving the best quality of life and opportunities for the people we support.
• Ensured that all services are constantly at CQC 'excellent' standards in readiness for any inspection.

• Management of call-centre operations and oversight of field operations for both clinical and non-clinical staff working over 24-7 shift pattern.
• Implementing contingencies to ensure triage and face to face contact targets are met.
• Ensuring patients follow correct clinical pathways post triage.
• Use of SEMA, Adastra, EMIS and NHS Portal.

• Monitored team performance, identifying areas for improvement and implementing corrective actions.
• Responsible for the operational delivery of six medical bases throughout Shropshire and Powys, managing and developing a team of 30 non-clinical, front-line colleagues.
• Revised and amended the driver training programme, and improved the storage of compliance-related documents.
• Integral to recent CQC outstanding success through the redesign of IPC policy and subsequent staff training.
• Acted as on-call manager for the organisation to apply appropriate escalation contingencies and support.
• Ensured compliance through regular audits of bases, drugs, and processes.
• Oversight of the rota team to ensure resilience and flexibility of staffing.

• Monitored team performance, identifying areas for improvement and implementing corrective actions.
• Responsible for the operational delivery of six medical bases throughout Shropshire and Powys, managing and developing a team of 30 non-clinical, front-line colleagues.
• Revised and amended the driver training programme, and improved the storage of compliance-related documents.
• Integral to recent CQC outstanding success through the redesign of IPC policy and subsequent staff training.
• Acted as on-call manager for the organisation to apply appropriate escalation contingencies and support.
• Ensured compliance through regular audits of bases, drugs, and processes.
• Oversight of the rota team to ensure resilience and flexibility of staffing.