Devon Referral Support Service (DRSS) works on behalf of all of the GP practices in Devon and East Cornwall as a referrals contact centre; supporting you to get the right advice, care or treatment in a timely manner, and we are very passionate about this!
DRSS work closely with a wide range of people, groups and organisations within our local communities, and further afield, to provide you with the best possible service. Helping to shape local health services for the future.
DRSS sits within NHS Devon CCG and provides services to 1.3 million people across NHS Devon CCG and the eastern locality of Kernow CCG. Follow the links to find out more about your local CCG, what a CCG is and how the NHS works.
Meet the team
A day in the life of....
Billie - Assistant Project & Delivery Manager
My name is Billie and I work as an Assistant Project & Delivery Manager at Devon Referral Support Service (DRSS). I joined DRSS in 2015 as a Patient Choice Facilitator (PCF) (you can read more about this role below). I loved this role; talking to patients, dealing with queries and supporting practices – but in 2018 I was ready for a new challenge. DRSS have a passion for developing their staff; and through this, with support and guidance from my colleagues, I was lucky enough to gain a promotion to work within the DRSS Project & Delivery team. Over the last two years as an Assistant Project Delivery Manager (APDM) I have supported several different workstreams, including internal communications, website development and the CCG Individual Funding Panel.
My role is extremely varied from day to day. One day I may be supporting the administrative function of the Individual Funding Panel, reviewing panel applications against CCG policies and submitting on for panel review. I may be attending panels, supporting panel members with patient queries or IT functionality, and completing minutes and information governance documentation. Outside of panels, I may be updating and editing Standard Operating Procedures (SOPs), reports, policies and other documentation using Office 365 and PDF Architect programmes. I regularly communicate with colleagues in the wider CCG; the governance team, the data protection team, Commissioning and Contracting in order to solve queries and deal with complaints. I am also required to pull statistics and analyse these, to ensure decision making of the panel remains fair and equitable. Any issues identified would then be raised with the chair of the panel as required.
I’m also involved with the development of our websites – MyHealth Devon (this patient facing website) and the GP facing Formulary and Referral website, which provides guidance to clinicians when they want to refer their patients onward to a specialist. As a naturally creative and “techy” person, I really enjoy this part of my role, which includes designing web-page structures, developing graphics and producing communications such as leaflets, bulletins, posters and presentations. We also have to ensure the web-pages are kept up to date, making changes as required to both sites using a Content Management System (CMS). I am also involved in keeping the MyHealth Devon’s Twitter page updated with national NHS and CCG updates, recruitment notices and health related messages.
Assistant Project & Delivery Mangers also oversee the Project & Delivery team generic email inboxes – categorising queries and dealing with these if we are able to. We are also involved with developing Clinical Referral Guidelines (CRGs), supporting meetings (producing agenda and minutes), diary management and room bookings. We do, from time to time, work across our CCG bases. Based mainly in our Newton Abbot office, I have worked in County Hall in Exeter, Crown Yealm House in South Molton and our Windsor House DRSS base in Plymouth – I love this as I get to know colleagues in the wider CCG. I’ve also had the opportunity to take on line management responsibilities within the APDM role which I thoroughly enjoyed.
The APDM role certainly has it’s challenges, with conflicting priorities and some complicated queries; but I really do love my job. I enjoy the variety and autonomy that comes with the role and get fantastic support from the team around me to help me through any issues that arise.
For anyone thinking of applying to become an Assistant Project & Delivery manager, I would say go for it! You learn so much and get to meet and work alongside some really fantastic people.
There is a current vacancy available at DRSS on NHS Jobs for an Assistant Project and Delivery Manager. Job Reference: 144-NK018-DRSS-20-BH
A day in the life of a DRSS Apprentice Patient Choice Facilitator
A day in the life of a DRSS Team Lead
The teams' key principles are:
- Providing an excellent patient experience
- GP led
- Promote primary and secondary care clinical engagement
- Right referral to right place with the minimum delay or inconvenience
- Improve communication and feedback to promote best practice
- Hold and disseminate information about services available
- Real time data at practice level
- Offer meaningful choice to patients
- Capture patient experience feedback
- Using the e-Referrals System (formerly Choose and Book) and pathways tools to support delivery
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