Complex Care Nurse

The Complex Care Nurse must demonstrate the skills and knowledge to:

· To be accountable for and lead on the clinical components of care delivery

· Support in the assessment, mobilisation and implementation of complex care clients to support with business growth

· To regularly risk assess individual client needs

· Provide evidence based clinical expertise and advice relating to care-planning and delivery across the pathway and evaluate outcomes

· Attend meetings and/or liaise with MDT, commissioners, case managers and clients etc to build and manage clinical caseload

· To act as a role model and leader for all members of staff

· To facilitate and deliver an ongoing programme of clinical knowledge/skills-training and competency assessments to non-registered members to enable them to competently deliver care with minimal supervision

· To be responsible and accountable for the delegation of clinical healthcare tasks required for clients to maintain a quality of life within the community

· Maintain high standards and proactively manage quality improvement, clinical risks, safety concerns and complaints relating to client case load

· Drive best practice in order to ensure high quality care

· Promote compliance and adherence to internal policies and standards

· Keep up with national standards and requirements surrounding clinical services

· Assist the branch in identifying best practice in regard to client’s complexity to ensure delivery of safe and high-quality care

· Commitment to improving client/family experience at every step of the care pathway.

· Identify, develop and maintain new business streams to support with growth of clinical services

1. Key Relationships

Internal stakeholders:

o Operational teams – central and branch

o Support office teams – including finance, payroll, HR, training marketing, IT

o Recruitment

o Clinical & quality

o Wider Home Care People professional family

External stakeholders

o Regulatory bodies – CQC, Care Inspectorate

o Local authorities, commissioners, case management

o Third parties including legal, insurance, PR, branding

o Industry partners / suppliers

2. Main Responsibilities

Professional/Clinical Leadership

· Take responsibility to ensure the highest standards of professional care are attained in providing safe, high-quality care

· Lead on clinical decision making relating to complex care across the complex client pathway – as per policy, from the point of referral to implementation and evaluation of care delivery

· Participate in home visits to assess client’s needs and care preferences. Evaluate care provision, risk assess and support/train/assess unregistered carers

· To have overall responsibility for a group of clients including a specialist caseload, with an ability to lead the team in areas related to complex care provision

· To develop and maintain skills required to risk assess referrals and lead in planning client focused complex care packages

· To provide specific branches with professional advice, direction and support relating to the allocation and suitability of non-registered members to provide safe care to clients

· Provide direct care and support to clients in exceptional circumstances when required to support continuity of care

· Provide safeguarding expertise and advice for branches. Promptly raise concerns and work with relevant agencies, as required

· To ensure that both verbal and written client reports meet the NMC standards and policies regarding record keeping and confidentiality

· Responsible for, ensuring that national and local safeguarding requirements and standards e.g. NICE guidelines, RCN recommendations are adhered to

· Escalate concerns and/or unresolved issues to line manager

· Using technology to improve communication, collaboration and delivery of care

· Identify and support the development of new business streams

· Adhere to the NMC ‘s and RCN’s professional guidance at all times and demonstrate the skills, knowledge attributes to enable working within your professional scope of

Education and training

· Deliver classroom training to develop the knowledge and skills of professional carers in routine care delivery, long-term conditions, specific disabilities and complex healthcare tasks

· Provide competency assessments and maintain competencies for professional carer providing delegated healthcare tasks e.g. PEG feeding, use of buccal midazolam

· Support the on-going development of professional carers by highlighting examples of good practice as well as responding to areas where improvements are required

· Contribute to creating a learning environment which ensures carers develop and maintain the knowledge and skills required to provide safe high-quality care

· Contribute to developing and maintaining clinical competency frameworks in line with best practice recommendations

· Ensuring you are working in line with the most up to date knowledge and skills, as well as educational resources, to deliver clinical training to staff members. Where any known or perceived deficit exists, putting in place remedial actions and escalating concerns to the regional clinical lead and head of clinical services.

Leadership and Management

· Work in partnership, maintain good relationships and communicate effectively, with all branch staff members.

· To work in a collaborative manner with other agencies to ensure a seamless delivery of care to families

· Take responsibility for maintaining professional registration and ensuring continuous professional development identified through appraisal/clinical supervisions

· Ability to adapt and multitask to manage competing priorities and workloads safely

Quality

· Ensure that ‘best practices’ are continuously maintained in delivering client care

· Develop audit skills and contribute to auditing of complex care clients and ensure that the results of the audits lead to appropriate action being undertaken by all branch staff and members to improve care.

· Contribute to the evaluation of changes introduced to clinical care.

· Ensure clinical incidents, adverse events and complaints are correctly reported, recorded and escalated in a timely manner.

· Contribute to the investigations and responses relating to adverse events and/or complaints and ensure actions are implemented, lessons learnt and shared, and improvements to practice and services implemented

· Promote compliance with Prestige Nursing & Care policies and guidelines e.g. health and Safety, Infection prevention and control etc

· To escalate concerns to line manager to minimise negative outcomes promptly

Business continuity

· Share best practice and appropriate market intelligence with team colleagues to ensure that clients and customer expectations are met and/or exceeded

· Instil confidence across the branch network to deliver and increase complex care business.

· Create ongoing and robust partnership working with client groups.

· Attend and contribute to internal and external meetings and forums as required and necessary to carry out role.

GENERAL RESPONSIBILITIES

· Occasionally support with the day-to-day responsibilities of the branch team when required

· Be a champion for internal customer service

· Do any other reasonable things your manager needs you to do

· Travel to visit clients and professional carers

· Flexible working to facilitate supporting clients and professional carers needs

3. Accountabilities

· Demonstrate proficiency as a registered nurse

· Ensure improvements surrounding quality and safety relating to clinical care provision

· Ensure clinical quality, best practice and safe delivery of clinical care

· Ensure positive client experience

· Ensure safe, competent non-registered workforce

4. Person Specification.

Essential

* Registered Nurse with NMC with active PIN

* Minimum 2 years clinical nursing experience including community or hospital setting

* Management of clinical risk management and individualised, person-centred care planning

* Experience of safeguarding adults and children

* Effective communication skills – verbal and written

* Ability to work on own initiative as well a part of a team – self-motivated

* Effective people management skills

* Ability to negotiate, influence, escalate and seek advice

* Experience in interpreting and analysing data and meet deadlines

* Excellent IT and presentation skills

* Demonstrate knowledge of the theory and application of clinical governance E

* Ability to work autonomously and with initiative

* Can do approach

* Ability to work independently and within a team

* Valid UK driving licence and access to a car is highly desirable, however other travel arrangements are possible

* Demonstrate good leadership skills.

* A commitment to equal opportunities and diversity

* Symmetry between personal and organisational values

Desirable

* Recognised teaching qualification/experience

* Evidence of developing policy, guidelines and managing resources

* Coaching and mentoring skills, teaching qualification

* Evidence of success in leading/managing significant and sustained change

* Experience in interpreting and analysing data and meet deadlines

5. Competencies & Behaviours

§ Professional manner

§ Positive attitude

§ Strong leadership skills

§ Effective communication on multiple levels

§ Able to multitask, co-ordinate and adapt to prioritise and workload

§ Advocate for clinical excellence and high standards of care

6. Values

§ We Care – we care for each other and the people we support and take positive risks to improve all outcomes.

§ We Collaborate – we all work as one team, with the common aim of having a positive impact on the people we support.

§ We Value and Respect – we include and support every colleague and we value each other as unique individuals.

§ We strive for sustainability – we want our business and our colleagues to grow safely enabling us to support more people.

§ We are accountable – we thrive on our accountabilities, owning everything that is good or not so good.

7. Approval

Version

2

Date

June 2025

Document Owner

Pat Conteh- Head of Clinical Services

Prestige Nursing & Care Accountabilities

Confidentiality

All Prestige Nursing & Care colleagues have a legal and ethical duty to protect confidential information, including colleague and client data, ensuring it is used only for its intended purpose. All colleagues must handle and disclose information lawfully and in line with company policies, maintaining the highest standards of confidentiality and data protection.

Information security and governance

All Prestige Nursing & Care colleagues must stay up to date with information governance, security, confidentiality, and data protection requirements. All colleagues must adhere to company policies, procedures, and guidance to ensure information is managed legally, securely, efficiently, and in compliance with regulations. This includes appropriately handling records created or held during employment, ensuring availability for sharing while following confidentiality policies, procedures, and guidelines (e.g., Freedom of Information Act 2000, Caldicott guidelines).

Safeguarding

All Prestige Nursing & Care colleagues are responsible for safeguarding. All colleagues must protect and promote the welfare of children, young people, and adults at risk by staying informed on safeguarding and information-sharing policies and procedures. It is essential to attend training to recognise indicators for concerning behaviours and report any concerns or allegations in line with company and regulatory guidelines. Safeguarding supervision should be sought as needed.

Health, safety and wellbeing

All Prestige Nursing & Care colleagues have a legal duty to ensure the health, safety and wellbeing of themselves and others whilst at work. This includes following safe working practices, reporting accidents and hazards to their manager, and adhering to relevant policies, including moving and handling guidelines. All colleagues must actively contribute to a positive health and safety culture by understanding and complying with company procedures.

Equality, diversity, and inclusion

Prestige Nursing & Care is committed to equal opportunities, ensuring all colleagues are treated fairly regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. All colleagues must uphold this policy by treating others (including clients and colleagues) with dignity and respect, eliminating discrimination, harassment, and victimisation, and reporting any incidents. Inappropriate behaviour and language should be constructively challenged, promoting a culture of inclusion and positive change.

Environmental sustainability

All Prestige Nursing & Care colleagues must actively engage in sustainable practices to reduce environmental impact in the workplace. This includes conserving energy and water, minimising waste, recycling appropriately, and reducing unnecessary resource use. All colleagues must comply with company sustainability policies and procedures, support eco-friendly initiatives, and consider environmental responsibility in daily tasks. By adopting sustainable practices, we contribute to a healthier planet and a more efficient workplace.