Service Manager - Theatres, Anaesthetics and Critical Care

Job description

Job responsibilities

Operational Management

Provide hands-on operational management to designated areas of the Theatres and Anaesthetics Directorate, ensuring the delivery of services in line with expected service standards.

Be accountable through the General Manager for the monitoring and delivery of key quality, productivity and performance targets e.g. Utilisation, cases per lists and late starts.

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, 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 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

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

Ensure that the theatre templates are kept updated, procedure schedules and rotas deliver care at times that meet service capacity and patient needs.

Assist the 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.

1. Delivery of safe, high quality Patient Care

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.

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, 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

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, in accordance with the Trusts Recruitment and Selection Procedure.

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

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

2. Governance

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.

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.

3. 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 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.

4. Performance management

Along with the 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:

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.

5. 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 Deputy General Manager.

Participate in the business planning process, producing capital and revenue business cases and proposals for service development

6. 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.

8. Human resource management

Line manage and develop the staff within their area of responsibility.

Motivate and develop staff so as to maintain the highest level of staff morale.

Respond to feedback from the annual staff survey, in conjunction with the Divisional Nurse and Clinical Director, and implement a directorate response, taking action where staff raise concerns.

Agree annual Directorate and personal performance objectives with the General Manager and undertake personal development activities.

Agree short and medium term workforce plans to assure delivery of the directorate business plan and Trust Corporate Plan.

Assure the Directorate has a capable and able workforce by overseeing that effective arrangements are in place for all staff to be appraised every year with clear objectives and personal development plans, and attend all mandatory or identified induction, training and development.

9. General

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.

***PLEASE SEE JD/PS FOR FULL DETAILS

Person Specification

Education and Qualifications

Essential

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

Desirable

• Experience of Master's level or equivalent

Experience

Essential

• Management experience -Significant operational experience at a management level within an NHS Trust
• Proven experience of service development.
• Proven experience of change management ability
• Experience of NHS national access targets/ national theatre KPIs
• Project management experience of delivering clinical services during the implementation of a building project or capital redevelopment plan
• Experience of managing medical staff and/medical issues e.g. EWTD

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.
• 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

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

Chelsea and Westminster Hospital NHS Foundation Trust

Address

Chelsea and Westminster Hospital NHs Foundation Trust

369 Fulham Road

London

SW10 9NH

Employer's website

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