Head of Patient Transport Services

Job responsibilities

KEY WORKING RELATIONSHIPS

• Executive Management, Directors & Assistant Directors, Senior Management Team, Heads of Nursing, Lead Nurses, Matrons, Clinical Management Teams (CMGs) - particularly with the Clinical Director, Head of Operations, Senior Nurse, Clinical Leads, Heads of Service and Capacity/Discharge Teams.
• ICS (integrated Care System)/the Integrated Care Board (ICB) and other external stakeholders
• NHS Ambulance Trusts, other NEPTS providers
• Patients/Relatives/Carers and Patient Groups e.g. health watch, PPI leads, interest groups
• Local, regional, national, international links to identify and utilise best practice such as Local Voluntary Car Scheme Groups.
• External agencies such as Police/Specialist Care Centres/Residential Care Homes

KEY RESULT AREAS

The Head of Patient Transport will be specifically responsible for the following:

NEPTS OPERATIONAL MANAGEMENT

• Provide professional leadership, advice and information for non-emergency patient transport; supplying advice and support on complex transport matters, enhancing external links for professional issues.
• To enable excellent service provision, leading the delivery and execution of a reliable, quality driven patient transport services, designed to ensure that the System can continue to develop in line with changes to the external environment, maximising durability in supporting other Trust/ICS leaders.
• To ensure that the service offered is focussing on the important things, disinvesting in those services or processes which add no or little value to patients. This therefore ensures that the Trust remains value for money and service centric.
• Responsible for and lead on the day to day management and service delivery for the Trust in respect to non-emergency patient transport services.
• Resolve highly complex and conflicting subject matters in relation to the planning and scheduling of patient transport services in a day to day working environment.
• To establish and maintain strong relationships with key stakeholders.
• Provide advice and guidance to non NHS providers on services/system improvement for patient transport.
• Review and develop all NEPT service practices, policies and procedures being undertaken by NEPTS.
• Manage and resolve potentially confrontational and/or antagonistic situations with Providers, staff and other key stakeholders and ensuring successful outcome is delivered.
• Ensure that providers are producing the required contract monitoring reports, validating these to ensure they include delivery of outcomes for patients, activity levels and efficiencies, ensuring that they are of high and consistent quality that is measurable.
• Responsible lead on the safe and smooth transition of existing provider transport contracts, involving the mobilisation and implementation planning of new NEPTS contracts within the Trust, meeting the expectations of commissioners and patients.
• Responsible for securing non contractual collaborative arrangements with external transport providers whenever possible, ensuring each provider is fit for purpose, meets core service standards and supports service delivery. Negotiating price and ensuring the services run within budget.
• Work closely with the Duty Management Team, Discharge Lounge Staff and Discharge Co-ordinators aligned to the booking of transport. ensuring that any transport issues are identified, reported and resolved which may impact on service delivery.
• Support, and train the above in respect to transport booking procedures and processes, so each achieve the necessary requirements.
• Implement and lead training and awareness sessions for NEPT services to clinical and non-clinical areas ensuring processes and practices are adhered to. Includes Trust Induction days.
• Maintain regular, effective and timely two-way communications with colleagues and external providers in respect to NEPTS.
• Foster innovative practices that leads to improved patient experience achieving value for money.
• Establish a necessary programme to minimise aborted journeys and cancellations, working closely with the provider and clinical areas to formulate a plan of corrective/preventative action.
• Lead an approach that has patient/service user requirements at its very heart.
• Develop as necessary, change management and procedural operational practices Trust wide, to enable effective service delivery for outpatients, day patients, renal patients, transfers, discharges (including complex discharges) and out of county /cross border processes.
• Be responsible for ensuring appropriate and consistent process development and implementation in regards to the management of service delivery, mitigations and issues.
• Where appropriate undertake reviews which will involve the analysis, interpretation and judgement of highly complex discharges and/or information leading to clear recommendations.
• Write, compile and deliver performance and assurance reports to various committees as required, ensuring the highest level of accuracy.
• Effective management of risks and issues including clearly defined escalation routes.
• The post holder will need to ensure that the trust/providers are adhering to the NHSE National Frameworks for NEPTS services and National Framework for Inter-facility transport services. Reviewing any new guidance when released. They will also need to ensure that the Trust are adhering to the national/local patient eligibility criteria review any changes when necessary in conjunction with the ICB.

CONTRACT NEGOTIATIONS, MONITORING AND PERFORMANCE MANAGEMENT

• In collaboration with the Trust and the ICB Contract Leads be responsible for the review and development of the commissioning contract for NEPT service in accordance with ICB contractual terms.
• Develop with and ensure that the ICB appropriate performance reporting, specifications, QIPP, monitoring of service provider(s), contract negotiations, activity and benchmarking are implemented.
• Engage and develop with other NHS and non NHS bodies, ICS/ICBs, NEPT providers building strategic alliances for services provided. This involves attendance of meetings where conflicting points of view will need to be discussed and resolved.
• Promote effective partnership working across the NHS in commissioning meetings, NEPTS reviews and individual management reviews.
• Attend and contribute to NEPTS stakeholder meetings, chairing in the absence of the commissioners. Advising the ICB on any deficiencies relating to expected levels of provider performance. Develop corrective action plans with them to manage any risks identified.
• Build robust networks across LLR commissioning groups which uses diversity positively in support of organisational vision.
• To manage effective reporting ensuring that progress and achievements, issues, risks and changes are handled appropriately. Formally briefing Head of Flow and Capacity and other meetings as appropriate.
• Be the key contact to maintain effective communication with commissioners and transport providers
• Responsible lead on the review of NEPTS with the Trusts and ICB Procurement departments for contract negotiations, contract mobilisation, contract management and performance management.
• The post holder will support the completion of national data collection for Non-Emergency Patent Transport Services (NEPTS) by liaising with providers. This will need to be done twice per year.

GENERAL

This job description indicates the main functions and responsibilities of the post. It is not intended to be a complete list. You may be required to undertake other duties from time to time as we may reasonably require.

You will be required to maintain compliance with all statutory and mandatory training requirements.

The link to the Trusts policies and procedures is:

https://secure.library.leicestershospitals.nhs.uk/PAGL/SitePages/Home.aspx

Training & Qualifications

Essential

• Educated to Masters Level or equivalent level of experience of working at a senior level in specialist area. Or Experience gained in a health related and/or large complex organisation.
• Highly skilled in suite of Microsoft Office programmes and the use and interpretation of NHS performance data.

Experience

Essential

• Minimum of three years' ambulance sector experience as a senior manager (managing transport operations and developing and implementing systems, practices and processes).
• 3 years experienceyears' experience in the field of volunteer management/public relations or equivalent combination of experience.
• Proven experience of contract management.
• Proven experience of managing a diverse workforce
• Proven track record of consistently achieving high standards and delivering objectives.
• Proven comprehensive experience of working at a senior management level in a health related organisation and/or relevant public sector or complex commercial environment
• Experience of working successfully across a range of Organisational and professional boundaries.
• Ability to manage competing demands, deadlines and a pressured environment with humility and good grace.

Desirable

• Experience and involvement in budget setting and monitoring and working knowledge of financial processes.
• Knowledge and understanding of current NHS structures and health and social care delivery systems.

Communication and Relationship Skills

Essential

• Negotiate on highly complex and controversial issues including performance and change.
• Excellent communication skills including first class verbal and written communication skills and the ability to communicate effectively with professionals at all levels.
• Proven track record of effectively managing and working as part of a team as well as the ability to work autonomously.
• Ability to work on own initiative.
• Ability to work confidentiality and impartially
• Adaptability, flexibility and ability to cope with uncertainty and change.
• Ability to present to large groups including the public as necessary.
• Self-awareness and understanding of impact of self on others
• Ability to adapt interpersonal behaviors to different circumstances.
• Demonstrate positive customer care values and behaviors (i.e. approachable and helpful attitude).

Desirable

• Emotionally intelligent, strong insight and ability to establish credibility quickly and build strong relationships with senior internal and external stakeholders.

Analytical and Judgement skills

Essential

• Sound decision making judgement skills.
• Ability to co-ordinate information between a number of sources.
• Ability to assess and influence effective decision-making under pressure in complex situations.
• Capacity to identify problems in order of importance and develop actions to address these including the ability to direct and manage colleagues within the organisation and from partner/external organisations across the system.
• Has the ability to manage conflicting views and reconcile professional differences of opinion.

Planning and organisation skills

Essential

• Excellent Organisational skills and problem solving skills with the ability to manage a large complex workload whilst delivering to tight deadlines.
• Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
• Demonstrate the ability to plan over short, medium and long term, and adjust plans and resource requirements accordingly.
• Punctual/good timekeeper with an excellent attendance record.

Equality, Diversity and Inclusion

Essential

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs. All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others.

Other requirements specific to the role

Essential

• Professional outlook and ability to conduct self in a business-like and professional manner.
• Willingness to undertake training and personal development.
• Flexible/adaptable approach.
• Completer Finsher

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).