Services

NHS Greater Manchester Shared Services provides expert support and advice to clinical commissioners. Our services include:

Care Gateway

The Care Gateway team manage GP referrals for patients registered with a GP practice in Manchester.

They also:

  • Organise non–emergency patient transport for eligible patients in Manchester, Salford and Stockport.
  • Book community phlebotomy appointments for South Manchester patients (where their GP doesn’t have the capacity to do so).
  • Book diabetic retinopathy appointments for Manchester patients wishing to be seen at a community clinic.

More information about the services they provide to patients can be found here.

Contract Management and Performance

The Contract Management and Performance service provides contract management and performance to Clinical Commissioning Groups and is centred and built around their priorities.

It covers all healthcare contracts including:

  • Acute
  • Community
  • Mental Health
  • Independent Sector and third sector
  • Out of Hours
  • Any Qualified Provider
  • Local Enhanced Services
  • Continuing Healthcare
  • CATS (Clinical Assessment and Treatment Services)
  • The team deliver the following as part of the core contract:
  • Contract Negotiation
  • Contract Drafting / Schedule Development
  • Contract Review / Performance Management Meetings
  • Contract Schedule Performance Monitoring / Reporting
  • Performance Management
  • Contract Variations / Change Management
  • Signatures
  • Operational Management
  • Contract Advice

Contract Management and Performance also provides leadership to support to Greater Manchester CCGs to deliver the priorities set by the Greater Manchester Contract Steering Group. These priorities are based on the Greater Manchester devolution agenda, out of hospital care agenda and the integration of health and social care priorities driven through the NHS Five Year Forward View.

Data Quality

Data Quality is central to a Clinical Commissioning Groups (CCGs) ongoing ability to meet its statutory legal, financial and other contractual requirements and is delivered to Greater Manchester CCGs.

The availability of complete, comprehensive, accurate and timely data is an essential component in the provision of high quality clinical services, risk management, compliance with external scrutiny requirements and in performance improvement against national and local targets, standards and contractual arrangements.

Good quality data is essential to ensuring that, at all times, reliable information is available throughout the CCG and general practice to support clinical and managerial decisions.

The Data Quality team helps to improve the quality and completeness of primary care data using a combined approach of improving staff awareness, targeting specific clinical areas, data extraction, analysis and feedback. This approach educates end users on the reasons for creating and maintaining accurate clinical records and provides them with the knowledge and tools to record, extract, analyse and use their data to improve the care of their patients.

The Data Quality team offers support with regards to the implementation of primary care data standards, disease validation/data cleansing, data collection to support direct and indirect patient care and support to national audits.

Effective Use of Resources (EUR)

Effective Use of Resources (EUR) is made up of two sub services Individual Funding Request (IFR) management and Greater Manchester treatment policy development, both are delivered to Greater Manchester Clinical Commissioning Groups (CCGs).

IFR management

While CCGs have a responsibility to promote comprehensive healthcare within the resources available, this does not mean an obligation to provide every treatment. Hence, not all treatments (drugs, devices and procedures) are routinely commissioned.

In these circumstances CCGs are required to make decisions relating to individual patients, often referred to as Individual Funding Requests or Individual Prior Approvals. The Greater Manchester EUR service manages this process.

Greater Manchester treatment policy development

Access to healthcare interventions that are unlikely to be clinically effective or should only be performed in specific circumstances must be managed in order to provide the best care for the maximum number of people. When this is done at a local level, there is potential for a 'postcode lottery', whereby different treatments can be accessed depending on where a patient lives.

To reduce the risk and to make sure the resources are used consistently across Greater Manchester, the Greater Manchester EUR service facilitates the Greater Manchester Effective Use of Resources Steering Group to develop Greater Manchester treatment polices and since 2013 over 30 Greater Manchester EUR treatment policies have been developed and are in use in both primary and secondary care across the Greater Manchester footprint.

Finance

The financial Accounting Services team provides financial support to Clinical Commissioning Groups (CCGs) in Greater Manchester.

Services include:

  • finance advice and support
  • financial monitoring and reporting on balance sheet items
  • cash forecasting
  • legislative compliance

The service provides the CCGs with:

  • expert level professional help to quality assure their financial data and speed up the delivery of financial processes
  • cover and resilience across CCGs in critical situations
  • a centrally managed data warehouse facility and fully assured general ledger and associated financial modules
  • support to deliver on their statutory duties
  • maximisation of financial resources for the benefit of patient care

Greater Manchester Projects and Contracting Team

The Greater Manchester Projects and Contracting Team support the delivery of transformational service projects and contracts that impact on the whole of Greater Manchester, sharing best practice and supporting implementation at regional and local levels.

Integrated Governance

Integrated Governace is made up of three sub services: Information Governance, Information Security and Risk and Compliance.

Information Governance

The Information Governance (IG) Team work with Clinical Commissioning Groups across the region to ensure that their use of personal confidential data meets legal and organisational requirements. They provide hands-on IG delivery and support which covers the Data Protection Act, the IG Toolkit, Subject Access Requests, Data Flow Mapping, Data Sharing Agreements and investigations where an IG breach has occurred. The team also support the delivery of information security advice and support as part of delivering on the IG Toolkit.

Risk and Compliance

The Risk Management team provides an on-site delivery and support service that underpins the functioning of organisational Risk Management Frameworks. Working with individual risk owners, risks are assessed, managed and reported to support the delivery of each organisations corporate objectives. The team also undertake the administration of the NHS Greater Manchester Shared Services Datix Service that provides a corporate framework for the recording of incidents and issues.

IT

Our IT Service includes IT Operations and IT Delivery and Development. Both of which are made up of a number of sub services:

IT Operations

IT Service Management

IT Service Management includes the IT Service Desk, service reporting on performance against the service Key Performance Indicators (KPIs), change management and Continuous Service Improvement services. The IT Service Desk is the first point of contact for users with an IT issue or requiring additional access, IT hardware or software. Staff are trained to provide a high level of first time fix or diagnosis before referring issues to other specialist teams.

IT End User Services

The IT End User Services team includes IT Field Engineers that attend sites and fix hardware and user issues that cannot be fixed by the IT Service Desk. They work across multiple bases and commonly deal with workstation, printer and other hardware and user issues as well as assisting with project work where required. The team also includes specialist procurement, build, release and asset management staff who work together and with the other teams to deliver new devices, and update hardware and software systems.

Infrastructure Services

The infrastructure team has specialist data centre, network, telephony and active directory staff that are responsible for the data centres, servers, data storage, networks, telephony and access to IT systems across the estate. They proactively maintain services and respond to incidents. They will frequently be involved with IT projects and rollouts of new systems and services.

IT Security

IT security specialists works with the others teams and provide input and advice to ensure that the systems are being deployed in consideration of IT security requirements. The team also advise and work with the Clinical Commissioning Groups on cyber security agenda and provide IT security advice and support for any incidents.

IT Delivery and Development

PMOi

Delivering national and local IT projects across Greater Manchester Clinical Commissioning Groups (CCGs) and over 480 GP practices. Projects include:

  • Electronic Prescription Service that allows GP practices to send prescriptions directly to the patient's nominated pharmacy
  • Hosted clinical system migrations that ensure that GP practices are using the latest, fully resilient, systems to support patient care
  • GP2GP that transfers patient records between practices

Service Transition Programme

Responsible for the delivery of Greater Manchester large scale infrastructure projects including:

  • GM CoIN that provides CCGs and GP access to a secure, high speed network
  • GM Data Centre a state of the art, fully resilient, secure storage facility
  • GM AD a single active directory that supports CCG and GP practices enabling them to access their profiles wherever they log on across Greater Manchester

GP IT

Providing support, advice and assistance to all of the Greater Manchester GP practices. Liaising with suppliers to ensure that issues are resolved quickly, with the minimum disruption to service. Managing the National Tracking Database (NTB) on behalf of CCGs to ensure that GPs get access to the applications and funding provided under GP Systems of Choice (GPSoC).

Integrated Digital Care Record (ICDR)

Supporting, administrating and managing various ICDR platforms on behalf of a number of CCGs. Overseeing and developing the Greater Manchester Electronic Clinical Correspondence service that allows secondary care organisations to send various letters and outcome directly to the GP of the patient.

Market Management

The Market Management team provides Clinical Commissioning Groups (CCGs) with proven, cross-sector procurement expertise from across the health and social care system.

The service includes the following three elements:

  • Health Market Analysis (HMA)
  • High Level Process Mapping
  • Procurement

They are nationally accredited through our subcontractor (NHS Shared Business Services) and support commissioners in the procurement of healthcare services by drawing on our extensive experience of developing and delivering sourcing strategies both locally and nationally. Services range from end-to-end procurement to support with individual stages of the process (market assessment, procurement, mobilisation, decommissioning) and specialist advice.

The team has a vast understanding of local and national factors affecting the health economy and helps CCGs put together operational strategies built around improving the health outcomes of local people.

We support a large number of Greater Manchester wide commissioners to deliver safe and sustainable services for their local population.

Medicines Optimisation

The Medicines Optimisation team provides strategic support to all Greater Manchester Clinical Commissioning Groups (CCGs) and runs the locality service in NHS Oldham CCG. They lead the operational aspects of the Greater Manchester Medicines Management Group (GMMMG), which include the Greater Manchester joint formulary, new therapies, and shared care recommendations for the 10 CCGs and 13 providers across the Greater Manchester population of 2.8 million.

NHS 111

The NHS 111 team supports all Greater Manchester Clinical Commissioning Groups (CCGs) and is the first point of contact for queries made by the CCG's and clinical leads in relation to the NHS 111 service.

The team supports Clinical Leads with the monitoring of all incidents across Greater Manchester and supports the management of end-to-end reviews arising from high level incidents as well as providing other governance and resilience support. The team provides administrative support to the Greater Manchester NHS 111 meetings including the Clinical Quality Assurance Committee.

Integral to the team are dedicated Directory of Services (DoS) project leads who work with the GM CCGs aligning the services that they have commissioned to be appropriately profiled in the system to enhance the effectiveness of the NHS 111 service delivery.

Patient Services

The Patient Services team is the point of contact for patients in Greater Manchester and help support the Clinical Commissioning Groups (CCGs) to respond to:

  • informal patient enquiries including providing advice, information and informal resolution of issues and concerns
  • patient complaints in line with the statutory duty under the Local Authority Social Services and National Health Services Complaints (England) Regulations 2009; including referrals of complaints to the Parliamentary and Health Service Ombudsman
  • enquiries from local MPs
  • requests under the Freedom of Information Act 2000 for Greater Manchester CCGs and NHS Greater Manchester Shared Services
  • legal claims

People Services

People Services consists of three areas, Human Resources, Organisational Development and Learning and Information and Systems. These areas include Workforce Information, IT Training, Registration Authority and Equality, Diversity and Human Rights.

Human Resources (HR)

This team is responsible for the full support of the Employment Life Cycle, from pre-recruitment all the way through an employee's career.

The team support managers and staff throughout the recruitment process, induction, probationary periods, career changes, grievances, disciplinaries, annual leave and other leave. They also provide effective strategic HR business partnering to managers and workforce planning, sickness absence, policy development, maternity, retirement and organisational change (restructures). Regular HR scorecards are produced for organisations to enable sickness, appraisal, headcount and other people measures to be assessed.

Organisational Development and Learning

The Organisational Development and Learning (OD&L) team maintain and organise timetables of mandatory training for all staff including face-to-face and e:Learning through a learning management system.

The OD&L Team design, deliver and facilitate training events such as leadership interventions , Myers-Briggs Type Indicator (MBTI) team events, bespoke away days, and team building events, organisational change support and stress and resilience events. The team are qualified in Level A and B Psychometrics, meaning they can carry out personality assessments. They are qualified in Hogan Development Survey, experienced qualified coaches and Neuro linguistic programming (NLP) Practitioners. They are also qualified 360 feedback facilitators and will facilitate Action Learning Sets. They support organisations in the implementation of their OD plans and other strategies such as Talent Management.

As part of the effective recruitment and development of talent for organisations the team also design and facilitate development and recruitment assessment centres. During times of change and transition the team offers Interview practice using live job description, giving individuals an opportunity to receive feedback before an interview.

Information and Systems

Information and Systems is made up of two teams: Registration Authority and Workforce Information.

The Registration Authority team is responsible for issuing, modifying and cancelling NHS Smartcards used for access to clinical systems in primary care, covering GP practices and pharmacies. The team also support the implementation and deployment of clinical systems and associated upgrades.

The Workforce Information team manage all the workforce information for employees in NHS Greater Manchester Shared Services and six Clinical Commissioning Groups across the region. The team produce Key Performance Indicators and Strategic Data Management data for the use of the Senior Management teams and Performance Scorecards. They also ensure all employee details are kept up-to-date electronically for purposes of accurate payroll, sickness, maternity and other pay changes.

Equality, Diversity and Human Rights

The team provides advice and support to employers and teams on the Equality Delivery System, Race Equality Scheme, Equality Impact Assessments and ensure the workforce profile is published annually. The team support the commissioning cycle in providing fair and equitable access to healthcare as well as internal employee equality and diversity issues.

IT Training

Through a purpose built IT training suite the team deliver a full array of MS Office courses, including Microsoft Office Specialist, as well as bespoke on-line, interactive training sessions for specialist systems such as Datix (incident reporting system).

Resilience

Resilience

Emergency Planning, Response and Resilience (EPRR) is a statutory duty for public sector organisations. The Resilience team enables partner organisations to meet their obligations under the Civil Contingencies Act by ensuring that robust emergency and business continuity plans are in place so organisations can co-ordinate a multi-agency response to major incidents, preparing staff for major incidents and seasonal pressures, providing updates on legal and statutory duties under the Civil Contingencies Act and reactive response assistance as needed.

The Resilience team is made up of highly experienced and qualified EPRR experts. They work with Greater Manchester Clinical Commissioning Groups and have strong relationships with partner agencies from the health, criminal justice and local government sectors across the region.