Head of Urgent Care and Out-of-Hours Services

Leadership

Implement the strategic vision and business plans

for urgent care and GP OOH services in line with organisational objectives

and national urgent care policy.

Represent the organisation in local Integrated

Care System (ICS), Urgent and Emergency Care Network, and system resilience

meetings.

Lead service redesign and transformation

initiatives to improve patient access, flow, and outcomes.

Identify opportunities for service development,

income generation, and new contract opportunities.

Operational Management

Oversee the day-to-day operational delivery of

urgent care and OOH services, including rostering, capacity planning, and

demand management across multiple contracts.

Oversee workforce planning to ensure safe

staffing levels of clinical and non-clinical staff across commissioned

delivery times.

Manage service budgets, ensuring cost-effective

use of resources and delivery within financial targets.

Monitor and report on key performance indicators

(KPIs), national quality requirements (NQRs), and contractual key performance

targets to commissioners and the Board.

Lead on business continuity and surge/escalation

planning for periods of high demand (e.g. winter pressures, pandemics).

Clinical Governance and Quality

Ensure robust clinical governance frameworks are

embedded across all services, including incident reporting, complaints

management, and safeguarding processes.

Work with the Medical and Clinical Leads to

ensure clinical staff are appropriately trained, supervised, and fit to

practice.

Oversee clinical audit processes, quality

improvement projects, and patient safety initiatives.

Ensure compliance with CQC standards and support

inspection readiness and follow-up action planning.

Oversee incidents/complaints investigated under

the Patient Safety Incident Response Framework (PSIRF) ensuring learning is

embedded across the service.

Workforce

Leadership

Provide visible, supportive leadership to

multidisciplinary teams, fostering a culture of engagement, accountability,

and continuous improvement.

Lead on recruitment, retention, and workforce

development strategies to address rota gaps and staffing sustainability

challenges.

Manage performance, conduct, and capability

issues in line with HR policies.

Champion staff wellbeing and support initiatives across

high-pressure environments.

Stakeholder

and Partnership Management

Build and maintain effective relationships with

commissioners (ICBs), NHS 111, ambulance trusts, acute providers, primary

care networks, and other system partners.

Support Business Delivery Managers in contract

review meetings and respond to commissioner queries as necessary.

PHL Group was founded in 2009 by a team of experienced General Practitioners and commercial partners, driven by a clear vision to deliver high-quality healthcare services that positively impact local communities. Led by an experienced team of clinicians and healthcare leaders with extensive expertise across urgent and primary care settings,

PHL Group operates a wide range of services across the UK and internationally, including Integrated Urgent Care, GP Practices, Custody Healthcare, ADHD services, Home Visiting, and Wait Time Support.

Supported by a well-established organisational infrastructure, robust clinical governance, and industry-leading professionals, PHL Group is committed to enabling people to remain well and receive the best possible health and social care through innovation, quality, and compassion.

At the heart of everything we do are our core values Truly Care, Team First, and Pioneering Innovationmaking PHL Group a forward-thinking organisation where people are empowered to make a real difference.

Applications

Due to the high volume of applications, only shortlisted candidates will be contacted. If your application is successful, you can expect to hear from us within 2 weeks of submission.

Please note that this advert will remain open until the position is filled. Interviews will be held throughout the advertising period, so we encourage you to apply early to avoid disappointment.

Experience