Job summary
Junior Service Manager , Band 7
We are looking for a proactive and motivated individual to join our Patient Access Team at Chelsea & Westminster Hospital as Junior Service Manager. This is an exciting opportunity to join the Trust, with the opportunity to gain experience in a dynamic team. The trust is focused on delivering best patient experience and timely appointments and the post holder will be pivotal in ensuring this target is met.
The Junior Service Manager will assist the Deputy General Manager and General Manager in the delivery of objectives across the Directorate as well as directly managing mutually agreed projects and service improvement initiatives.
The Junior Service Manager will be responsible for staff management, project managing/coordinating a number of identified innovation projects and service improvement initiatives in within Outpatients and Diagnostics.
The Junior Service Manager will ensure that line management of his or her staff is undertaken professionally and that each member of staff has an appraisal and development and training plan consistent with Directorate, Division and Trust objectives.
Main duties of the job
The Junior Service Manager is responsible for the delivery of high quality and efficient patient services in defined areas. The post holder will provide operational management support to the Deputy General Manager and the General Manager.
The Junior Service Manager will work closely and in partnership with other members of the Directorate's management team, in particular Matron/Clinical Managers and Charge Nurses to achieve agreed performance, financial productivity targets and clinical quality indicators.
The Junior Service Manager will assist the Deputy General Manager in the delivery of objectives across the Directorate as well as directly managing mutually agreed projects and service improvement initiatives.
The Junior Service Manager will have overall responsibility for the management of the Directorate's administrative processes, line managing teams of A & C staff.
Where appropriate, the Junior Service Manager will work with peers based on other Trust sites to share learn and drive consistency of practice, business processes and reporting.
The Junior Service Manager will ensure that line management of his or her staff is undertaken professionally and that each member of staff has an appraisal and development and training plan consistent with Directorate, Division and Trust objectives.
About us
Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals,Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.
We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people.Both hospitals provide full clinical services, including full maternity, emergency and children's,in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.
We're one of the best performing Trusts in the country. We're also one of the top trusts to work for -our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment.
Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe,effective, caring, responsive and well-led, giving an us overall rating of 'Good'. We've also been awarded an'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.
Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate.We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminsterand are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
Job description
Job 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.
- Be accountable through the deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets.
- Take responsibility for the investigation and co-ordination of complaints that are predominantly administrative within the directorate working closely with the Lead Nurse, admin 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.
- 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.
- Lead on health and safety and risk reviews for designated areas of responsibility
- Participate in business planning ensuring multi-disciplinary involvement at specialty level in activity and development plans
- 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:
- Create an environment within the directorate that makes care, safety and patient satisfaction everyones 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 Trusts Quality Strategy and available financial resources.
- 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, M-PALs and formal complaints, providing regular feedback to patients, parents and staff on action taken with training and support for staff where appropriate.
Staff Management
- Line 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, in accordance with the Trusts Recruitment and Selection Procedure.
- 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 General Manager.
Governance
In partnership with Clinical Director, Lead Nurse & General Manager:
- 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 Junior 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.
Operational Planning and Delivery
- Work closely with internal teams to devise systems proactively to manage service demands and ensure that these are fully implemented.
- Monitor activity in relation to agreed activity plans and access targets and implement immediate corrective action in relation to any significant underperformance/ over performance.
- Respond at a senior level and in a timely fashion to frequent and unpredictable day-to-day operational issues as required. Liaise directly with patients and staff to resolve urgent concerns, including resolving stressful or distressing situations.
Performance Management
Along with the deputy General Manager, lead the development of the performance management framework and ensuring its implementation in order to deliver national and local performance targets within the directorate.
- Ensuring that trust targets are met and forward planning initiated in order to maintain a high standard of performance.
- Supporting and improving organisation operational performance to meet specific access targets set by both central government and the Trust.
- Developing and supporting service redesign and quality initiatives.
- Supporting corporate performance in relation to national and local targets in collaboration with colleagues across the Trust.
- Taking appropriate action where the Directorate is not achieving its targets
- Help to coordinate all service reviews and peer reviews relevant to services within the portfolio, both internal and external to the Trust, and be responsible for preparing and collating information and ensuring any identified actions are fully implemented. Take the lead in implementing service reviews where there are performance concerns or operational delivery challenges.
Financial and Physical Resources
- Ensure the optimum use of resources and establishing and maintaining an effective management process to ensure financial control.
- Ensure that all budgets, saving plans and capital projects are proactively managed within the limits set by the Trusts Annual Financial and Capital Plan, taking any remedial action which may be necessary to ensure delivery of agreed financial targets.
- Act as an authorised signatory within delegated limits.
- Manage expenditure in those areas for which the General Manager delegates budgetary responsibility initiating corrective action as appropriate.
- Work with multi-disciplinary teams on ensuring appropriate breadth and depth of coding and income maximisation
- Lead specific projects to improve financial management and service line management as agreed with the General Manager.
- Participate in the business planning process, producing capital and revenue business cases and proposals for service development
Strategic Planning and Change Delivery
- Support the General Manager in the development of the business plan for the Directorate, ensuring that it supports delivery of the corporate plan and meets financial management expectations, ensuring the plan are developed with and owned by staff and be consulted on widely, both within the Trust and externally with stakeholders.
- Include patient and staff survey results, capacity planning, financial planning including service line reporting, service improvement, diversity and equality, governance and HR management as an integral part of business planning and ensure full implementation.
- Be responsible for leading the development and implementation of improved and innovative capacity planning, including bed management arrangements to enable more flexible use of clinical capacity.
- Identify new opportunities for new business and developments within and across the services, which may arise from changes to the internal or external environment.
- Oversee and deliver new business and change management including capital developments and refurbishments.
General
- The Service Manager will be expected to follow the Code of Conduct for NHS Managers, observing the following principles:
- Make the care and safety of patients your first concern and to act to protect them from risk.
- Respect for the public, patients, relatives, carers, NHS staff and partners in other agencies.
- Be honest and act with integrity.
- Accept responsibility for your own work and the proper performance of the people you manage.
- Show your commitment to working as a team member by working with your colleagues in the NHS and wider community.
- Take responsibility for your own learning and development.
- The Service Manager may be required to act up or provide annual leave / sickness cover for colleagues within or outside of the portfolio.
- The Service Manager will act as an ambassador for the Trust at all times.
- This job description is a reflection of the present requirements of the post and the content may be subject to review and amendment in light of changes and developments.
PLEASE SEE JD/PS FOR FULL DETAILS OF POST
Job description
Job 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.
- Be accountable through the deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets.
- Take responsibility for the investigation and co-ordination of complaints that are predominantly administrative within the directorate working closely with the Lead Nurse, admin 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.
- 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.
- Lead on health and safety and risk reviews for designated areas of responsibility
- Participate in business planning ensuring multi-disciplinary involvement at specialty level in activity and development plans
- 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:
- Create an environment within the directorate that makes care, safety and patient satisfaction everyones 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 Trusts Quality Strategy and available financial resources.
- 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, M-PALs and formal complaints, providing regular feedback to patients, parents and staff on action taken with training and support for staff where appropriate.
Staff Management
- Line 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, in accordance with the Trusts Recruitment and Selection Procedure.
- 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 General Manager.
Governance
In partnership with Clinical Director, Lead Nurse & General Manager:
- 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 Junior 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.
Operational Planning and Delivery
- Work closely with internal teams to devise systems proactively to manage service demands and ensure that these are fully implemented.
- Monitor activity in relation to agreed activity plans and access targets and implement immediate corrective action in relation to any significant underperformance/ over performance.
- Respond at a senior level and in a timely fashion to frequent and unpredictable day-to-day operational issues as required. Liaise directly with patients and staff to resolve urgent concerns, including resolving stressful or distressing situations.
Performance Management
Along with the deputy General Manager, lead the development of the performance management framework and ensuring its implementation in order to deliver national and local performance targets within the directorate.
- Ensuring that trust targets are met and forward planning initiated in order to maintain a high standard of performance.
- Supporting and improving organisation operational performance to meet specific access targets set by both central government and the Trust.
- Developing and supporting service redesign and quality initiatives.
- Supporting corporate performance in relation to national and local targets in collaboration with colleagues across the Trust.
- Taking appropriate action where the Directorate is not achieving its targets
- Help to coordinate all service reviews and peer reviews relevant to services within the portfolio, both internal and external to the Trust, and be responsible for preparing and collating information and ensuring any identified actions are fully implemented. Take the lead in implementing service reviews where there are performance concerns or operational delivery challenges.
Financial and Physical Resources
- Ensure the optimum use of resources and establishing and maintaining an effective management process to ensure financial control.
- Ensure that all budgets, saving plans and capital projects are proactively managed within the limits set by the Trusts Annual Financial and Capital Plan, taking any remedial action which may be necessary to ensure delivery of agreed financial targets.
- Act as an authorised signatory within delegated limits.
- Manage expenditure in those areas for which the General Manager delegates budgetary responsibility initiating corrective action as appropriate.
- Work with multi-disciplinary teams on ensuring appropriate breadth and depth of coding and income maximisation
- Lead specific projects to improve financial management and service line management as agreed with the General Manager.
- Participate in the business planning process, producing capital and revenue business cases and proposals for service development
Strategic Planning and Change Delivery
- Support the General Manager in the development of the business plan for the Directorate, ensuring that it supports delivery of the corporate plan and meets financial management expectations, ensuring the plan are developed with and owned by staff and be consulted on widely, both within the Trust and externally with stakeholders.
- Include patient and staff survey results, capacity planning, financial planning including service line reporting, service improvement, diversity and equality, governance and HR management as an integral part of business planning and ensure full implementation.
- Be responsible for leading the development and implementation of improved and innovative capacity planning, including bed management arrangements to enable more flexible use of clinical capacity.
- Identify new opportunities for new business and developments within and across the services, which may arise from changes to the internal or external environment.
- Oversee and deliver new business and change management including capital developments and refurbishments.
General
- The Service Manager will be expected to follow the Code of Conduct for NHS Managers, observing the following principles:
- Make the care and safety of patients your first concern and to act to protect them from risk.
- Respect for the public, patients, relatives, carers, NHS staff and partners in other agencies.
- Be honest and act with integrity.
- Accept responsibility for your own work and the proper performance of the people you manage.
- Show your commitment to working as a team member by working with your colleagues in the NHS and wider community.
- Take responsibility for your own learning and development.
- The Service Manager may be required to act up or provide annual leave / sickness cover for colleagues within or outside of the portfolio.
- The Service Manager will act as an ambassador for the Trust at all times.
- This job description is a reflection of the present requirements of the post and the content may be subject to review and amendment in light of changes and developments.
PLEASE SEE JD/PS FOR FULL DETAILS OF POST
Person Specification
Education and Qualifications
Essential
- Evidence of on-going development
Desirable
- Educated to degree level or equivalent
- Experience to Master's level or equivalent
Skills and Knowledge
Essential
- 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.
- 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 E
- Understanding of commissioning relevant to each of the specialties in the directorate
Person Specification
Education and Qualifications
Essential
- Evidence of on-going development
Desirable
- Educated to degree level or equivalent
- Experience to Master's level or equivalent
Skills and Knowledge
Essential
- 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.
- 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 E
- Understanding of commissioning relevant to each of the specialties in the directorate
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.