Patient Catering Service Manager (XN05)

Leeds Teaching Hospitals

This job is now closed

Job summary

An exciting opportunity has arisen within the Patient Catering team at Leeds Teaching Hospitals for a Catering Services Manager who is passionate about driving the Patient catering service. The Patient catering service is already rated within the top 10 trusts in the county according to the 2022 PLACE assessment, and we have ambitions to evolve this further!

The role is responsible for leading a small team in the development of the Patient Catering service across all Trust locations where food is served to Patients, and so there is an expectation for the post holder to travel to all sites of the Leeds Teaching Hospitals NHS Trust when required.

Using direct Patient feedback from engagement sessions, as well as information obtained from other catering related systems, the role will shape and support the direction of the provided services. The role is a key factor in the success of the entire department and also critical in ensuring that the services provided to the patients are engaging, nutritious, of quality and meeting the clinical needs of the patients. Although this is not a direct cooking role at this time, a detailed knowledge of cooking techniques and food performance is required as our future direction involves self cooking processes.

The role is full time (37.5 hrs per week) based Monday to Friday, but some level of flexibility is required as there will be evening work requirements and the occasional weekends in order to review the full range of services provided.

Main duties of the job

Responsible for the direct Management of Patient catering supervisors and staff with regards to daily operational matters such as rotas, performance management, sickness management, appraisals etc. They will manage food safety compliance in all aspects at the 3 Receipt & Transfer Points.

Ensure the Patient service delivery meets expectations set by the department for Patients in its care. Drive Patient menu development, product analysis & testing, as well as being a key liaison with other Trust disciplines such as Dietitics, Speech & Language Therapy, Clinical & Facilities teams as well as the rest of the Patient Catering Department.

The post holder will play an active role in the ongoing development of the catering service and ensure optimum representation of all food items provided by LTHT, this involves test cooking of products, complaint review, new product development, audit and assurance checks. Research and provide data & information reports on the performance and demands on the Catering Service as a general entity

The role will engage with and generate enthusiasm in ward housekeepers, supervisors, and facilities managers in the delivery of a high standard Patient catering service in line with the departmentally required procedures through training, coaching and mentoring. Review and evaluation of wastage and patient satisfaction reports at a local level with an emphasis on improving the patient experience and cost effectiveness of services provided by the department

About us

Leeds Teaching Hospitals is one of the largest employers in Leeds, employing over 20,000 staff and providing care to 1.6 million patients every year. The Facilities team keep the Trust's sites running and manage one of the largest estate portfolios across the NHS. With over 2,500 staff working in the team, we provide a range of facilities management services and ensure our buildings and environments are fit for purpose, clean and safe. Whether we're cleaning wards, maintaining buildings, monitoring environmental impact, providing staff childcare, delivering hot meals to patients or patrolling our sites, we support the delivery of patient care. Guided by our Leeds Way Values, we are committed to creating the best place to work and being the employer of choice. By joining the team, you'll have access to a friendly support network with ongoing training, career progression and an excellent benefits package

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Date posted

06 November 2023

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year

Contract

Permanent

Working pattern

Full-time

Reference number

C9298-EST-224

Job locations

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

Job description

Job responsibilities

Reporting directly to the Patient Catering Operations Catering Manager, and then in turn to the Senior Facilities manager and then Head of Facilities.

CORE BEHAVIOURS AND SKILLS

Ability to work under pressure and meet demands of the service within set time frames.

Strong leaderships skills

Ability to motivate and encourage others to achieve team goals

Maintain effective communication with colleagues in all working areas via appropriate technology

Display a working knowledge and understanding of service users needs and requirements

Positively seeks and offers feedback

Monitor, maintain and improve service delivery

Implementation of standard Trust policies within Catering and the development and implementation of new Catering related policies and practices that affect the department and other departments outside of Facilities

Excellent communication and interpersonal skills, including a high level of negotiation skills to be utilised in relating catering services to ward level function

Maintain & develops systems to monitor performance

Highly developed diplomacy and negotiation skills

Be sensitive to complex dietary requirements of patients and display a high level of empathy to the patients who may be raising a complaint over the service managed

Ability to work without supervision

Adaptable to change

Flexibility

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

To provide ancillary services direct to patients and relatives within all areas of Leeds Teaching Hospitals Trust

The Patient Catering Service Manager will ensure that all staff within the service are regularly appraised against a set of key performance indicators within the area of management also ensure the completion of annual appraisals to direct reporting staff

Efficiently and effectively organising resources including staffing, technical equipment, stationary materials (including requisition supply) for the provision of services on site. Be responsible for the purchasing of items for patient catering provision of a value greater than £10K per annum, including the sign off of deliveries and invoices received

Being responsible for the management of satisfactory time keeping and conduct of staff within area of responsibility and carry out interviews regarding attendance; sickness, annual leave, other absences with tact and discretion.

Maintaining standards of discipline throughout the team and perform individual assessments and appraisals for all staff.

Be a departmental representative, in direct patient interaction to dealing with clinical dietary requirements of patients which may be complex in nature and require a high degree of negotiation and empathy to resolve the issues.

Be a principle point of contact in addressing patient catering related issues or complaints, to be empathetic to the patients in the resolution of these issues within the catering provision capabilities and to resolve these issues with a direct face to face conversation with the patient, their relative or carer.

Utilise negation & diplomacy skills in the proactive resolution of operational service related catering issues within the department but also with service users in other departments.

Utilise all technical systems for the efficient and effective management and delivery of all Patient Catering services.

Utilise mandatory systems and standard Facilities systems for adjusting and maintaining adequate staffing levels and update all information and records as appropriate i.e. ESR, attendance records, rotas, wages etc.

Ensuring acceptable standards of productivity and quality of workmanship in the execution of programmes of work.

Manage and co-ordinate the service by creating and using the correct standard operational procedures and ensuring paper based processes are correctly carried out in accordance with Trust and departmental requirements.

Maintain and develop Health & Safety systems to meet the requirements of the Trust; DATIX risk assessments, work station assessments etc.

Allocate resources, including labour resources, sometimes at short notice to ensure that the department meets the needs of clinical services critical to patient care and by analysing data ensuring the development and improvement of the SOPs required to meet the SLAs that have been agreed.

Promote catering co-operation and versatility of skills within the department. e.g. Multi-skilling of staff.

Research and develop working practices/new technology and change accordingly to meet the needs of the customer.

Provide and receive complex and detailed reports to & from service users and internally within the catering department regarding current service issues & solutions, future development opportunities for the services and operational changes including work force structures

To provide guidance and information on the Trust patient catering services when dealing with complaints, issues or enquiries from patients, relatives, carers and other clinical specialist roles within the Trust

Carry out assessments and audits and interpret complex technical information to formulate solutions to improve equipment and catering service performance as appropriate based on research methodology.

Provide direct instruction to direct reporting supervisors and staff in regards to completion of daily, weekly and monthly operational tasks and to provide assistance to the patient environment teams with regards to training and development of staff and catering service practice compliance.

To provide induction to new starters & on-going training to all staff within their area of responsibility and also to staff in other direct management control & CSUs (ie ward housekeepers, Nursing staff, Dietitians, Speech & Language therapists)

Complete audits and provide assistance to the patient environment teams with regards to training and development of staff and catering service practice compliance

Ensuring all staff observes statutory and other relevant requirements in particular those related to health and safety.

Ensuring training requirements in relation to staff are met in accordance with guidance issued by the Trust.

Learn new techniques and undergo training as necessary.

Propose service changes for the department which has change impact beyond the post holders own service area and team

Implement policies and procedures for improvements to the service. In addition work to develop and implement new catering related policy that affects the department and other catering service users (ie nursing teams, Dietitians, Speech & Language Therapists and Patient Environment staff)

Liaison with other disciplines and departments for service improvements & changes

Complete monthly performance review meetings with Service Development Supervisors

Liaison with catering management team, Dietitans, Speech & Language therapists and other clinical specialists in ensuring patient dietary needs are met with the items provided by LTHT

Assisting in developing & driving pro-active changes to the LTHT menus in response to patient feedback, staff feedback, changes to products supplied and any other external factors. Obtaining this feedback direct from service users and patients

Carry out new product development testing for items to be considered for inclusion on LTHT menus also ongoing reviews of existing products

Referring and reporting to line manager, on performance data, audits and information for the service both operationally and technically as required

Participate in appropriate shift rota and support the service subject to negotiations and be prepared to work such hours that may be required in an emergency

Participate in the Facilities department Duty Manager rota as required

Organise and oversee the work for all staff coordinating the efficient patient catering service workflow throughout RTP

Act as the point of contact in the absence of a line manager

Provide conciliation report for staff monthly payment

Provide first line customer contact for all queries

Manage the day to day duties involving the maintenance of the work stations, technical equipment, technical systems and service checks of all equipment

Carry out the stages of the Conduct and Discipline policy and also the relevant stages of the attendance management policy

Carry out and support the recruitment of staff

Ensure the welfare of staff including the requirements of staff to take breaks, book and manage their annual leave. The post holder may be required to contribute to the on call status of the department and may be contacted outside of normal working hours in the event of a major Trust incident

To ensure all SOPs in patient catering are adhered to

The job may require other duties to be carried out as may be reasonably requested by line management commensurate with the grade of the post

Respond to all enquiries for information in a timely and appropriate manner

Ensure filing is completed accurately and in a timely manner for all staff and business related systems

Attend and conduct scheduled staff meetings (Focus groups, performance meetings, operational matters), also external LINK groups and patient representative group meetings.

ISO Documentation to be completed for all required elements including feedback and communication

Ward portfolio information and collation

Assisting with tours of the RADU facility by internal/external visitors and regulatory agencies

Stock management, financial holding and costings for menu development

Site contact for external engineers or trade professionals including company representatives