Service Manager - Planned Care

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Detailed job description and main responsibilities

Operational Management

• Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards. This may include but is not limited to inpatient, outpatient, staffing and performance target related issues.

• Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets. This may include but is not limited to targets related to outpatients, RTT, cancer, finance, workforce, inpatients and discharges to facilitate patient flow in the hospital.
• On behalf of the Deputy/General Manager, work closely with the Service Directors and Clinical Directors to assure up-to-date job plans and EWTD compliant working patterns for junior doctors, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service.
• Take responsibility for the investigation and co-ordination of complaints that are predominantly administrative/ medical related within the directorate working closely with the Service Directors, Divisional Nurses, with medical staff and with the Patient Advisors.

• Be responsible for effective communication systems within areas of management responsibility including regular team and departmental briefing.

• Undertake appropriate projects identified by the Deputy General Manager or General Manager.

• Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service

• Support the delivery of quality and Clinical Governance objectives and the delivery of CQUINs

• Lead on health and safety and risk reviews for designated areas of responsibility

• Take responsibility for the investigation and co-ordination of complaints that are predominantly administrative/ medical related within the directorate working closely with the Service Directors, Lead Nurse, and medical staff and with the Patient Advisors.

• Participate in business planning ensuring multi-disciplinary involvement at specialty level in activity and development plans

• Ensure that clinical template, procedure schedules and rotas deliver care at times that meet service capacity and patient needs
• Assist the Deputy /General Manager in the production, implementation and revision of operational policies throughout the Directorate, instigating the changes to or implementation of policies and procedures.

• Support completion of patient and staff surveys and other feedback mechanisms, formulating remedial action plans.

Delivery of safe, high quality patient care

In partnership with Clinical Director, Lead Nurse, General Manager, the Service Manager will:

• Create an environment within the directorate that makes care, safety and patient satisfaction everyone's first concern. There will be an emphasis on learning from the results of patient feedback and risk management systems to drive continuous service improvement and the reduction of risk.

• Ensure that high quality clinical services are delivered in line with the Trust's Quality Strategy and available financial resources.

• Be proactive and innovative in leading the development and implementation of the Directorate Patient/Parent Involvement strategy, ensuring there are mechanisms to seek feedback to help improve/develop services. The post-holder will listen and take action to address concerns identified through a range of tools including the annual patient survey, real time patient feedback systems, MPALs and formal complaints, providing regular feedback to patients, parents and staff on action taken with training and support for staff where appropriate.

Staff Management

• Lines manage administrative staff and ensure all staff receives an annual appraisal and personal development plan.

• Take responsibility for the effective recruitment, selection and induction of appropriate staff within the Directorate including non-clinical and clinic posts as required, in accordance with the Trust's Recruitment and Selection Procedure and use of the relevant systems.
• Support the Service Directors in their management of medical staff for the Directorate.
  • Support Service Directors to co-ordinate annual leave and study leave for all medical staff in order that safe cover is always maintained and agency expenditure is minimised. New deal compliance must be maintained at all times.

• Manage issues of performance, capability and conduct in line with Trust policy.

• Chair or otherwise contribute to disciplinary and other hearings as required, including those involving staff outside the portfolio. NB. Service Managers have disciplining powers up to and including final written warnings.

• Ensure close working relationships are maintained with the clinical professionals on all matters relating to patient care within the Directorate.

• Agree own annual objectives and own Personal Development Plan with the Deputy General Manager.

Governance

• In partnership with Clinical Director, Lead Nurse, General Manager, the Service Manager will:
• Establish, maintain and oversee a system of internal control within the directorate that supports an integrated approach to governance. This will include responsibility for mitigating risks identified in the Assurance Framework, the Risk Register, the Incident Review Register, the annual directorate comprehensive risk assessment and any ad-hoc risk assessments. It will also include ensuring a comprehensive and robust mechanism across the Directorate for reporting on and learning from incidents and complaints that promotes a culture of openness and honesty
• The Service manager will be expected to lead the management of complaints and learning from complaints, SUIs and other incidents. The post-holder will ensure that appropriate action is taken to address issues of concern and prevent recurrence of similar events.
• The post-holder will be required to communicate sensitive and often contentious information to patients, families and staff, including chairing Local Resolution Meetings.

PLEASE SEE JD/PS FOR FULL JOB DETAILS

Person specification

Education and Qualifications

Essential criteria

• Educated to degree level or equivalent
• Evidence of on-going development

Desirable criteria

• Experience of Master's level or equivalent
• Post-graduate management qualification

Experience

Essential criteria

• Management experience -Significant operational experience at a management level within healthcare sector
• Proven experience of service development.
• Proven experience of change management ability
• Experience of national access targets
• Project management experience
• Experience of managing medical staff and/medical issues e.g. EWTD
• Significant operational management experience in a dynamic customer focused environment Budget/ Financial responsibility

Desirable criteria

• Significant operational experience at a management level within Healthcare/NHS sector or equivalent
• Experience of business planning
• Project management experience
• Change management experience in a multi-disciplinary environment
• Experience of managing elective admissions and waiting list management

Skills and knowledge

Essential criteria

• Ability to develop and maintain communication with people on complex matters, issues and ideas and/or in complex situations.
• Demonstrates effective leadership
• Strong people management skills.
• Ability to manage distressing situations with the right de-escalation approach, including occasional exposure to verbal abuse.
• Development of internal controls to deliver a culture of integrated governance
• Financial, performance and information management and analysis skills
• Presentation and communication skills
• Computer skills, including word, excel and power-point.
• Political and Media Skills
• Ability to plan, co-ordinate and monitor the delivery of services and/ or projects.
• Ability to plan, develop, monitor and review the recruitment, deployment and management of people
• Engagement skills with clinical teams to assure successful delivery of services
• Knowledge of Health Service management
• Ability to plan, manage and achieve business and personal objectives
• Ability to manage change effectively and diplomatically
• Knowledge of current issues affecting the delivery of clinical services within an acute teaching hospital
• Excellent computer skills including word, excel, PowerPoint with the ability to produce reports
• Ability to develop and maintain communication with people on complex matters, issues and ideas and/or in complex situations.

Important

• The closing date given is a guide only. There may be some occasions when we have to close a vacancy once sufficient applications have been received. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly as this is how we will communicate with you throughout the recruitment process.
• If you have not heard from us within 3 weeks after the closing date, we regret that this usually means your application was not successful.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Job Description and Person Specification (PDF, 1.0MB)
• FRF (PDF, 654.5KB)
• Guidance for applicants (PDF, 85.4KB)
• Policy Statement (PDF, 144.5KB)
• Staff Benefits and Wellbeing (PDF, 196.5KB)
• Recruitment Pack (PDF, 2.8MB)