Service Improvement Manager

Job description

Job responsibilities

KEY DUTIES

• Work with stakeholders to agree project scoping, collect data, deliver improvement workshops, support staff to own and implement change and monitor the outcomes of the service improvement projects.
• Working across all clinical settings undertake on the ground audits and current state process mapping
• Work with the Service Improvement Specialist Information Analysts to collect, analyse, and interpret complex qualitative and quantitative process data and on this basis set out strong recommendations to resolve operational performance difficulties and problems.
• Develop and facilitate improvement workshops to review current state and design future state pathways, supporting staff to own and implement change within their departments.
• Develop and maintain relationships with stakeholders to influence and facilitate improvement opportunities.
• Take responsibility for the delivery of outcomes associated with the improvement/service change.
• Look for opportunities to develop areas of work in line with a culture of continuous improvement and the trusts objectives.
• Understand the wider agenda and use linkages between service improvements to promote good working relationships.
• Communicate complex information and develop relationships with all levels of clinical and non-clinical staff including external organisations.
• Manage complex, sensitive and contentious information appropriately.
• Lead on the preparation of papers on key improvements and present to relevant stakeholders.
• Manage the identification, planning and delivery of allocated projects, working with divisional and corporate managers who are accountable for delivering the required outcome(s) and realisation of their associated benefits.
• Ensure that all interdependencies are taken into account in any service improvement projects (e.g. that diagnostic, pharmacy, pathology and any other interdependent department are fully consulted and kept informed of the status of the project).
• Actively manage effective timely resolution of issues and interdependencies blocking progress in delivery.
• Monitor and report on all projects assigned to the role, ensuring milestones are achieved to deliver the planned benefits in line with agreed timescales.
• Perform Cost / Benefit analysis for project implementation.
• Coordinate specialist input to divisions/departments from other members of the corporate teams when their areas of expertise are required.
• Ensure measurable outcomes are in place and fit for purpose for all projects undertaken and take responsibility for delivery of outcomes.
• Ensure appropriate knowledge transfer and embedding of improvement methodology skills & tools across the Trust.
• Maintain an awareness of current and emerging service improvement methodologies that may be beneficial to the Trust. Maintain high standards of service improvement to ensure delivery of the improvement project, on time, to cost and agreed quality.

PHYSICAL SKILLS

• The post holder will be required to transport stationary and IT equipment required for presentation of data from multiple sources and in different media to different stakeholders both within and outside the Trust
• The post holder will be required to drive to different sites of the Trusts estate.
• The post holder may be required to stand and walk for long periods of time when undertaking process observations in the workplace at the point of front-line service delivery

CLINICAL & PROFESSIONAL RESPONSIBILITIES

• Maintain a service improvement project risk and issue log and escalate concerns and delays as appropriate.
• Ensure that the scope of the service improvement comply with all relevant standards, legislation, polices, guidelines and governance requirements.
• Ensure confidentiality of patient data at all times, by awareness and compliance with existing legislation and good practice, for example Data Protection Act 1998; Caldicott principles and recommendations; local policies and procedures
• The post holder will be required to engage in communication with patients when undertaking process observation seeking their views about their experience in the process
• The post holder will be required to raise concerns they have about patient safety and experience that they may have observed in the process of gathering data about patient care processes

ADMINISTRATIVE RESPONSIBILITIES

• Aid with the maintenance of the project tracking system for all improvement projects, including benefits realised and project completion through team project governance system.
• Ensure that project documentation is completed within agreed timescales
• Assist with the up keep of records relating to staff trained across the organisation.

TEACHING & TRAINING RESPONSBILITIES

• Mentoring and support to project leads, including but not limited to, project management support/advice and identification of project benefits where appropriate.
• Have the ability to impart quality improvement methodologies and techniques within the team and across the trust.

LINE MANAGEMENT/SUPERVISORY RESPONSBILITIES

• Line management responsibility for junior team members within the Service Improvement structure.
• As applicable ensure staff have an annual personal development review and set achievable objectives. Incorporate development opportunities into the training plan and ensure

FINANCIAL AND PHYSICAL RESOURCE RESPONSBILITIES

• Maintain project benefits records and ensure that financial benefits associated with projects are suitable.

POLICY / SERVICE DEVELOPMENT IMPLEMENTATION RESPONSBILITIES

The post holder will support maximisation of efficiency of service delivery, utilisation and productivity by:

• ensuring that the service improvement is designed to maximise patient flow and processes and meet operational best practice standards, eliminate waste & inefficiencies
• ensuring designed pathways and processes are operationalised
• designing appropriate control plans to ensure project sustainability for benefits realisation.
• writing, reporting and presenting on project progression against relevant KPIs.

PLANNING AND ORGANISATIONAL RESPONSBILITIES

• Organise own work effectively and work on their own initiative to identify areas of improvement across the organisation.
• Balance expectations of organisational improvement against the day-to-day challenges within the clinical Divisions
• Chair and facilitate meetings.
• Support and manage knowledge sharing at all levels on the service improvement project.
• Plan and prioritise own work to ensure effect support to all areas and deliver key objectives.
• Market the quality improvement of the changes.
• Provide leadership to ensure projects are completed within agreed budgets.
• Prepare detailed work plans for project scoping and implementation including the analysis of cross project dependencies and intra-project dependencies.
• Carry out all tasks identified in the relevant project implementation plans.
• Have a methodical approach to their work, with an attention to detail.
• Work with sometimes limited information.
• Organise workplans for junior team members when appropriate

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent qualifications and/or equivalent experience
• Relevant post graduate qualification or equivalent experiential learning and/or equivalent experience
• Change management qualifications or equivalent experiential learning e.g. Lean, Six Sigma and/or equivalent experience

Desirable

• Evidence of further training/continuous professional development
• Educated to Masters' degree level or equivalent qualification and/or equivalent experience

Knowledge

Essential

• Strong understanding of Quality Improvement methodology and its application
• Strong knowledge of principles and practice of project management
• Proven track record of delivering sustained service improvement, redesign or quality initiatives
• Successful record of high level engagement with a wide range of stakeholders
• Experience of creating and giving presentations to a varied group of internal and external stakeholders
• Experience of reviewing, setting up and implementing internal processes and procedures
• Working in a range of teams and across a matrix organisational structure

Desirable

• Experience of working in an acute hospital or project management in a healthcare related environment
• Comprehensive knowledge of NHS national targets & priorities
• Knowledge of health service management including change management and workforce redesign
• Staff management / supervisory experience
• Experience of developing business cases providing option appraisal to assist decision making, including Cost Benefit Analysis and benefits realisation

Skills

Essential

• The ability to work with others and develop strong collaborative networks
• Demonstrate the ability to resolve conflict and negotiate a way forward involving clinical and non-clinical stakeholders, maintaining focus on the overall goal
• Designated responsibility for project budget
• Analyse complex information and prepare and produce concise communications to all levels of stakeholder
• Self-Starter with confidence to manage workload, navigate a complex environment, using own initiative within an extensive agenda
• Excellent interpersonal skills
• Excellent communication and engagement skills
• IT literate; proficient in the use of Microsoft Office packages

Desirable

• Ability to train others in lean and other recognised improvement methodologies both formally and informally

Other

Essential

• Ability to travel by own vehicle / access to assisted driver

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.

Employer details

Employer name

St Helens and Knowsley Teaching Hospitals NHS Trust

Address

Whiston Hospital, Nightingale House

Warrington Road

Whiston

L35 5DR

Employer's website

https://www.sthk.nhs.uk (Opens in a new tab)