Transformation Lead (non-clinical)

Job Purpose The Transformation Lead will drive the delivery of a comprehensive programme of operational, financial, and clinical transformation within general practice. The role will focus on ensuring safe mobilisation of services, improving patient access and experience, achieving financial sustainability, and supporting workforce optimisation. Working collaboratively with practice, PCN, and ICB stakeholders, the postholder will lead service redesign, embed digital innovation and strengthen governance and clinical leadership to deliver high-quality, sustainable primary care services aligned to neighbourhood models.

Key Responsibilities

• 1. Service Mobilisation & Continuity Ensure safe mobilisation of new or redesigned services with minimal disruption to patient care. Develop and implement robust transition plans, risk assessments, and contingency arrangements to agreed milestones and delivery dates. Maintain business continuity during periods of change, workforce pressure, or system demand. Ensure that the appropriate controls are put in place to maintain the quality of services and ensure the programme of transformation projects is successfully transitioned into Business as Usual once completed.
• 2. Patient Access & Experience Lead initiatives to improve patient access in line with national access requirements and local targets. Redesign access models, including same-day demand, triage systems, and appointment optimisation. Use patient feedback, complaints, and experience data to inform continuous improvement.
• 3. Monitoring Performance, Financial Recovery & Sustainability Establish clear reporting on all KPIs, preparing reports and papers for organisational management and governance groups to agreed reporting schedule. Support delivery of financial recovery plans, identifying efficiency opportunities and cost improvements. Drive income maximisation, including optimisation of QOF and LES delivery (circa £200k opportunity). Monitor financial performance, activity, and workforce utilisation to ensure value for money.
• 4. Workforce Optimisation & Skill Mix In partnership with the Clinical Lead, lead workforce transformation, ensuring effective use of multidisciplinary teams. Develop and implement innovative skill mix models (e.g. ARRS roles, advanced practitioners). Support workforce planning, recruitment, retention, and productivity improvements.
• 5. QOF, LES & Income Maximisation Oversee delivery and optimisation of QOF indicators and Local Enhanced Services. Implement systems to track performance and address areas of under-performance Work with clinical and non-clinical teams to embed systematic coding, recall, and population health management approaches. Shape service delivery model to enable growth in delivery of Local Enhanced Services to maximise quality and convenience for patients.
• 6. Clinical Leadership & Governance Strengthen clinical governance frameworks, ensuring compliance with CQC and NHS standards. Support clinical leaders to deliver safe, evidence-based care and improved outcomes. Oversee risk management, audit programmes, and quality improvement initiatives. Implement effective processes for clinical and non-clinical decision-making based on quality evidence and data and in line with YHPs internal systems and controls.
• 7. Staff Engagement, Morale & Retention Promote a positive organisational culture focused on wellbeing, inclusion, and continuous improvement. Lead engagement initiatives to improve staff experience and retention. Support leadership development and change management across teams. Establish effective communication pathways and processes that meet staff and organisational needs
• 8. Digital & AI Innovation Lead implementation of digital solutions, including online consultation platforms and AI-enabled tools to support more efficient ways of working. Ensure safe, effective adoption of technology to improve access, efficiency, and patient outcomes. Promote digital literacy and support staff and patients through change.
• 9. Communication and System Alignment (PCN/ICB/Neighbourhood) Ensure all stakeholders internal and external are identified, engaged and informed and act as the key liaison Attend staff and patient forums as required to report on transition programme. Ensure transformation plans align with PCN, ICB, and neighbourhood care strategies. Support integration across primary, community, and secondary care pathways.

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