Job summary
At the time of publishing this vacancy, General Surgery is on the cusp of publishing its three-year strategy which will set out ambitious plans to improve the service across a broad range of key performance metrics including operational performance, quality and finance. This Service Manager position will play a pivotal role in the delivery of this strategy and help ensure General Surgery in Leicester becomes the wanted destination for patients to receive their surgical care and for people to come and work.
The successful post-holder will help form a crucial part of the General Surgery management team and work closely with a second Service Manager, the General Manager, Matrons and Head of Service.
This role is a fantastic opportunity for aspiring operational leaders in that it will provide interested applicants with exposure to admitted and non-admitted pathways, elective and emergency admissions, as well as multiple cancer sites.
If you are interested in applying for this role, you will above everything need to be able to confidently demonstrate:
- Evidence on delivering against challenging key performance indicators;
- Ability to work well under pressure;
- Ambition with a strong desire to learn and develop;
- A desire to make a positive difference for both patients and staff;
- A track record of delivering change and improvement.
Should you have any questions or wish to discuss the role in more detail, please reach out to Ben Collins on the contact details further below.
Main duties of the job
General Surgery has two Service Manager posts and this vacancy will take lead responsibility for overseeing the non-admitted portion of the waiting list, with responsibility for all outpatient clinic activity*. In 2023/24, this will involve overseeing the operational planning and delivery of over 25,000 individual outpatient appointments across Leicester's three main hospital sites. Alongside this, the Service Manager role will be mixed and varied, but notably include:
- Serving as the management lead for one of the Service's sub-specialties, including the clinical support for its medical workforce;
- Leading a team of admin staff, and ensuring all team members feel valued and respected;
- Medical and admin recruitment;
- Responding to patient queries and complaints;
- Reviewing a broad range of data and information and using this to inform required changes to improve the service.
* Please note there will be opportunity after 12-24 months for the successful candidate to swap their area of responsibility to the admitted portion of the waiting list to broaden their skills and experience.
About us
We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children's Hospital and run one of the country's leading heart centres.
Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.
We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.
Our purpose is to provide "Caring at its best" and our staff have helped us create a set of values that embody who we are and what we're here to do. They are:
- We focus on what matters most
- We treat others how we would like to be treated
- We are passionate and creative in our work
- We do what we say we are going to do
- We are one team and we are best when we work together
Our patients are at the heart of all we do and we believe that "Caring at its best" is not just about the treatments and services we provide, but about giving our patients the best possible experience.
Job description
Job responsibilities
Key Working Relationships
The Service Manager will:
- Work closely with senior clinical and non-clinical colleagues within the service, and particularly with the General Manager, Service Manager, Admin Managers, Clinic Coordinators, Matrons, Clinic Leads and Head of Service.
- Establish appropriate working relationships with colleagues in other CMGs with whom their service interacts and with external bodies, such as General Managers and Service Managers within other specialties, General Practitioners and/or Primary Care Trusts for the fulfilment of particular service issues.
- Work with colleagues within the corporate CMGs (e.g. Nursing, Human Resources, Finance, Clinical and Corporate Governance, Facilities) as necessary.
KEY RESULT AREAS
Leadership
- To support the General Manager and deputise for them in their absence.
- To support a culture of strong visible leadership within the CMG, and an environment in which staff are valued and respected.
- To assist the General Manager in the production of business plans.
- To lead the production of service development plans in areas of responsibility.
- Under the direction of the General Manager, to bring forward to the CMG Senior Management Team budget proposals to enable the delivery of service plans which reflect appropriate value for money.
- To ensure that staff reporting to this post are valued, supported and clear on what is expected of them.
- To ensure any areas of poor performance are quickly identified and plans put in place to resolve these in line with Trust policies.
- To encourage the development of any staff directly managed to their full potential through systematic individual performance development review and the establishment of personal development plans, reflecting the needs of the organisation and the individual.
- To ensure that changes to workforce policies are implemented across the area and that this is done consistently.
- To support a culture in which individuals feel able to report incidents and that learning takes place from all incidents and complaints.
Service Delivery & Development - To work collaboratively with others to identify and implement potential service improvements or developments. This may involve the development of formal business cases for the consideration by the CMG Senior Management Team.
- To promote a culture in which multi-disciplinary teams strive for continuous quality improvement by recording and learning from mistakes and complaints.
- To work proactively to ensure collaborative and effective relationships within the service and between the service and other services, whether within or outside the CMG.
- To ensure effective systems of communication are in place and utilised.
Performance Management - To be responsible for any specific budget areas delegated by the General Manager and to support the General Manager in coordinating budgets and financial plans for the services.
- To work in collaboration with all staff in the service to ensure that business plans are fulfilled and that there is adherence to budgets.
- To lead on or support new regional or local initiatives.
- To analyse, monitor and manage patient activity and other service performance in a way that complies with national, regional or local standards and targets.
- To monitor closely contracts and targets to enable proactive and timely actions, liaising with the General Manager as appropriate.
- To produce reports on financial, contractual and performance data as necessary, including where relevant plans and trajectories to set out future expectations.
- To participate in benchmarking, policy setting and review to ensure standards are maintained and reviewed.
- To manage staff within service in such a way that contracts and targets are delivered.
- To ensure that sickness absence for staff that report to this post is managed appropriately and in line with the Trusts Sickness Absence Policy.
- To participate as appropriate in the proper investigation of patient complaints or complaints from other users of the service, drafting of responses as necessary and taking identified corrective actions.
- To support the education of staff by encouraging learning from complaints to ensure the highest quality of patient care is delivered.
- To support the systems of incident reporting and education of staff following incidents and adverse events.
Governance - To support the General Manager ensure that patient safety is at the centre of service delivery.
- To help ensure that within the service, governance and risk management are seen to be everyones responsibility.
- To maintain effective systems to record and monitor governance and risk information.
- To provide the CMG Senior Management Team information to support them in delivering the annual Governance Plan, including relevant clinical audit activity.
- To support the General Manager in ensuring that the service employs robust risk management and systems for clinical quality and safety improvement.
- Promote clinical information for benchmarking and audit to improve the patient experience.
Education and Teaching - In conjunction with the General Manager, to ensure that all staff in the service receive appropriate training and ongoing development to enable them to fulfil their roles competently and safely.
- To ensure the establishment and maintenance of systems to monitor and ensure that all staff are attending mandatory training as appropriate.
- To promote learning opportunities in a wide range of formats to improve multi- disciplinary and flexible working.
- To promote a culture of lifelong learning.
Standards and Requirements for Healthcare Organisations - To support the General Manager to provide assurance that the service is providing the best quality of patient care in line with national healthcare standards.
- To support the General Manager to implement systems and processes to be able to provide assurance to the CMG Team that the CMG meets or exceeds the relevant Care Quality Commission (CQC) Standards for registration and continues to comply with licensing requirements and local healthcare targets.
- To support the General Manager to maintain a systematic approach to handling patient complaints to ensure that these are resolved in accordance with Trust and national guidelines.
Research - To help ensure that the service contributes towards the Trusts Research Strategy.
- To promote medical/clinical research activity.
- To support the General Manager ensure that opportunities for medical/clinical research and audit are maximised to support the improvement of clinical outcomes and the patient experience.
- To ensure that research and audit activity is conducted in line with Trust standards, and that results are shared with other specialties as appropriate and the Research and Development Department.
Other Duties - To participate in the CMGs manager-of-the-day rota (full training provided).
Job description
Job responsibilities
Key Working Relationships
The Service Manager will:
- Work closely with senior clinical and non-clinical colleagues within the service, and particularly with the General Manager, Service Manager, Admin Managers, Clinic Coordinators, Matrons, Clinic Leads and Head of Service.
- Establish appropriate working relationships with colleagues in other CMGs with whom their service interacts and with external bodies, such as General Managers and Service Managers within other specialties, General Practitioners and/or Primary Care Trusts for the fulfilment of particular service issues.
- Work with colleagues within the corporate CMGs (e.g. Nursing, Human Resources, Finance, Clinical and Corporate Governance, Facilities) as necessary.
KEY RESULT AREAS
Leadership
- To support the General Manager and deputise for them in their absence.
- To support a culture of strong visible leadership within the CMG, and an environment in which staff are valued and respected.
- To assist the General Manager in the production of business plans.
- To lead the production of service development plans in areas of responsibility.
- Under the direction of the General Manager, to bring forward to the CMG Senior Management Team budget proposals to enable the delivery of service plans which reflect appropriate value for money.
- To ensure that staff reporting to this post are valued, supported and clear on what is expected of them.
- To ensure any areas of poor performance are quickly identified and plans put in place to resolve these in line with Trust policies.
- To encourage the development of any staff directly managed to their full potential through systematic individual performance development review and the establishment of personal development plans, reflecting the needs of the organisation and the individual.
- To ensure that changes to workforce policies are implemented across the area and that this is done consistently.
- To support a culture in which individuals feel able to report incidents and that learning takes place from all incidents and complaints.
Service Delivery & Development - To work collaboratively with others to identify and implement potential service improvements or developments. This may involve the development of formal business cases for the consideration by the CMG Senior Management Team.
- To promote a culture in which multi-disciplinary teams strive for continuous quality improvement by recording and learning from mistakes and complaints.
- To work proactively to ensure collaborative and effective relationships within the service and between the service and other services, whether within or outside the CMG.
- To ensure effective systems of communication are in place and utilised.
Performance Management - To be responsible for any specific budget areas delegated by the General Manager and to support the General Manager in coordinating budgets and financial plans for the services.
- To work in collaboration with all staff in the service to ensure that business plans are fulfilled and that there is adherence to budgets.
- To lead on or support new regional or local initiatives.
- To analyse, monitor and manage patient activity and other service performance in a way that complies with national, regional or local standards and targets.
- To monitor closely contracts and targets to enable proactive and timely actions, liaising with the General Manager as appropriate.
- To produce reports on financial, contractual and performance data as necessary, including where relevant plans and trajectories to set out future expectations.
- To participate in benchmarking, policy setting and review to ensure standards are maintained and reviewed.
- To manage staff within service in such a way that contracts and targets are delivered.
- To ensure that sickness absence for staff that report to this post is managed appropriately and in line with the Trusts Sickness Absence Policy.
- To participate as appropriate in the proper investigation of patient complaints or complaints from other users of the service, drafting of responses as necessary and taking identified corrective actions.
- To support the education of staff by encouraging learning from complaints to ensure the highest quality of patient care is delivered.
- To support the systems of incident reporting and education of staff following incidents and adverse events.
Governance - To support the General Manager ensure that patient safety is at the centre of service delivery.
- To help ensure that within the service, governance and risk management are seen to be everyones responsibility.
- To maintain effective systems to record and monitor governance and risk information.
- To provide the CMG Senior Management Team information to support them in delivering the annual Governance Plan, including relevant clinical audit activity.
- To support the General Manager in ensuring that the service employs robust risk management and systems for clinical quality and safety improvement.
- Promote clinical information for benchmarking and audit to improve the patient experience.
Education and Teaching - In conjunction with the General Manager, to ensure that all staff in the service receive appropriate training and ongoing development to enable them to fulfil their roles competently and safely.
- To ensure the establishment and maintenance of systems to monitor and ensure that all staff are attending mandatory training as appropriate.
- To promote learning opportunities in a wide range of formats to improve multi- disciplinary and flexible working.
- To promote a culture of lifelong learning.
Standards and Requirements for Healthcare Organisations - To support the General Manager to provide assurance that the service is providing the best quality of patient care in line with national healthcare standards.
- To support the General Manager to implement systems and processes to be able to provide assurance to the CMG Team that the CMG meets or exceeds the relevant Care Quality Commission (CQC) Standards for registration and continues to comply with licensing requirements and local healthcare targets.
- To support the General Manager to maintain a systematic approach to handling patient complaints to ensure that these are resolved in accordance with Trust and national guidelines.
Research - To help ensure that the service contributes towards the Trusts Research Strategy.
- To promote medical/clinical research activity.
- To support the General Manager ensure that opportunities for medical/clinical research and audit are maximised to support the improvement of clinical outcomes and the patient experience.
- To ensure that research and audit activity is conducted in line with Trust standards, and that results are shared with other specialties as appropriate and the Research and Development Department.
Other Duties - To participate in the CMGs manager-of-the-day rota (full training provided).
Person Specification
Trust values & Behaviours
Essential
- Must recognise UHL values and have given good example.
Communication and Relationship Skills
Essential
- Excellent written skills, evident on application
- Ability to tailor communication methods depending on the audience
- Ability to motivate and empower staff
- Proven experience in managing conflict
Desirable
- Ability to present complex data and information in a way which is easy to understand
Analytical and Judgement Skills
Essential
- Logical thinker with evidence of delivery
- Experience of working with complex data and reports
- Business focused
Desirable
- Ability to understand complex financial and clinical data
Experience
Essential
- Minimum 2 years' experience in a management role, including direct line management of staff
- Proven track record of performance measurement and management
- Experience of working with healthcare waiting lists
- Experience of delivering service change and improvement programmes
- Experience in directly line managing staff
- Experience of managing performance issues
Desirable
- Experience working in an acute hospital trust
- Experience of working with elective pathways
- Experience of reporting on complex performance management information to senior management groups
Training & Qualifications
Essential
- Educated to degree level or relevant experience
- Knowledge of the NHS in the acute sector
- Knowledge on referral-to-treatment pathways
- Knowledge on cancer pathways
Desirable
- Management qualification
- Knowledge on surgical specialties and pathways
Other Skills
Essential
- Well-developed IT skills, particularly word and excel
- Demonstrable planning and organisational skills
- Punctual and reliable
- Track record of delivering to deadlines
- Track record of identifying problems and proposing and implementing solutions
Desirable
- Trained on Trust electronic systems including HISS, ORMIS, Somerset, NerveCentre, TrackIT, DICT3
Person Specification
Trust values & Behaviours
Essential
- Must recognise UHL values and have given good example.
Communication and Relationship Skills
Essential
- Excellent written skills, evident on application
- Ability to tailor communication methods depending on the audience
- Ability to motivate and empower staff
- Proven experience in managing conflict
Desirable
- Ability to present complex data and information in a way which is easy to understand
Analytical and Judgement Skills
Essential
- Logical thinker with evidence of delivery
- Experience of working with complex data and reports
- Business focused
Desirable
- Ability to understand complex financial and clinical data
Experience
Essential
- Minimum 2 years' experience in a management role, including direct line management of staff
- Proven track record of performance measurement and management
- Experience of working with healthcare waiting lists
- Experience of delivering service change and improvement programmes
- Experience in directly line managing staff
- Experience of managing performance issues
Desirable
- Experience working in an acute hospital trust
- Experience of working with elective pathways
- Experience of reporting on complex performance management information to senior management groups
Training & Qualifications
Essential
- Educated to degree level or relevant experience
- Knowledge of the NHS in the acute sector
- Knowledge on referral-to-treatment pathways
- Knowledge on cancer pathways
Desirable
- Management qualification
- Knowledge on surgical specialties and pathways
Other Skills
Essential
- Well-developed IT skills, particularly word and excel
- Demonstrable planning and organisational skills
- Punctual and reliable
- Track record of delivering to deadlines
- Track record of identifying problems and proposing and implementing solutions
Desirable
- Trained on Trust electronic systems including HISS, ORMIS, Somerset, NerveCentre, TrackIT, DICT3
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.
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).
Additional information
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.
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).
