Service Manager, Emergency Department

Job description

Job responsibilities

Leadership

To provide professional general and operational management support to the Department, working in partnership with the Lead Clinicians, Senior Nurses and others to deliver a high quality and a responsive service.

To provide knowledgeable credible operational support to the Department, working with the lead clinicians, management team and clinical offices to ensure that the Department is managed, safe and supports a good patient experience.

To take a lead role in developing and sustaining the relationship between other specialties and department across the Trust to establish excellent relationships, strong interface pathways and clear mechanisms for escalation of problems and performance tracking.

Participate in routine operational management as part of the Divisions manager of the day rota and through active engagement in Trust-wide patient flow and other initiatives to support the urgent care pathway.

Strategic Direction and Business Planning

To support the development of the directorates strategy and business plans for the department, as part of the annual planning cycle and on an ad-hoc basis as required.

In collaboration with Divisional Accountants and HR Business Partners assist the division in the development of high quality business cases for any busy / service developments.

Ensure identification of the impact on stakeholders both internally across the organisation and externally and manage working relationships as appropriate.

To ensure the establishment and maintenance of good relationships and communication throughout all elements of the Division and with the wider Trust, promoting a culture where clinical and other staff are actively involved in the decisions on how services are provided and targets delivered.

In conjunction with senior clinical colleagues and service providers develop ways of involving patients and measuring satisfaction with regard to the specialty service, and ensure that services respond appropriately to the comments of patients.

Analyse and utilise statistics and information to support the Division in planning and decision making.

Ensure appropriate information and data gathering systems are in place within the service line to allow provision of management / performance information.

Service Development and Performance Management

With the support of the Associate Director of Operations, take a lead management role in all areas of performance for the Department, lead and/or contributing to performance meetings as required and taking responsibility to ensure actions are followed up in a timely manner.

To work with directorate colleagues to support the development of service improvements, including complex business cases, taking into account activity and income projections.

To support the development of strategies to enable the creation of distinctive models of care for patients that aim to increase efficiency and quality.

To develop, implement and support the Trusts key performance management indicators for the service.

To ensure the coordination of the production of accurate information for the service on the Trust web site, Service Directory and similar sources of information.

To support the development of IT systems to ensure that internal and external reporting is accurate, timely and complete.

To ensure the establishment and maintenance of good relationships and communication throughout Trust, promoting a culture where clinical and other staff are actively involved in decisions on how services are provided and targets delivered.

To work with the Clinical Director for the service medical and allied professionals to ensure appropriate, compliant rotas and on-call arrangements (Consultant and junior medical staff) are in place to cover the hours of service delivery.

To investigate and respond to formal complaints as required, taking active steps to ensure that lessons are learnt from the concerns raised and action is taken to prevent their recurrence.

Financial Management

In conjunction with the ADO, manage the delegated budget of the service lines ensuring financial balance and identifying areas of overspend, cost pressures and savings.

Support the ADO and clinical leads in identifying, implementing and realising cost improvement and transformation programmes to improve financial performance.

To contribute to the Directorates Cost Improvement Programme (CIP) and develop ideas for cost reduction, income generation and efficiency proposals as required and implement them successfully.

Human Resource Management

Line manage the Assistant Service Manager and/or other designated staff and support them in their line management of all senior administrative / clinical office staff in line with the Trusts HR policies and procedures, providing annual appraisal and PDP planning.

Ensure responsibilities and objectives for direct reports are clearly defined, job descriptions are up to date and development plans are in place and that individuals are well supported.

In partnership with HR, develop local strategies for the recruitment and retention of staff. Participate in recruitment processes and ensure that effective induction programmes are in place.

Monitor and oversee duty rotas of all staff to ensure effective use of resources and adherence to the principles of Improving Working Lives and the European Working Time Directive (EWTD).

Responsible for ensuring that all Junior Doctor requirements are met within the Business Unit, including effective communication, rotas, EWTD compliance, monitoring all forms of leave/absence, managing locum usage and supporting the HR department in managing induction programmes.

Responsible for ensuring adequate records are kept of all study leave, annual leave and sickness for all Consultants and Career Grade staff.

Promote equal opportunities for staff and patients in accordance with the Trusts policies.

Risk and Quality Management

To support the directorates management of risks in line with the Directorates Risk and Governance Strategy, ensuring robust management support to address any identified related risk issues.

To support the Quality and Risk Manager and the Lead Nurse to implement key actions targeted at improving patient safety and risk management across all areas.

To attend/coordinate the departments clinical governance forums

To establish effective clinical governance through agreed policies and procedures

To manage risk and monitor and improve the standards of service provision through implementation of quality governance approaches, such as audit, development of protocols, and the use of evidence based approaches and routine evaluation.

Support the clinical governance team in timely completion of investigations, root cause analysis and mandatory training of the services clinical and non-clinical staff.

Personal Development

Identify own training and development needs and undertake appropriate training/education as required.

Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed

General

Undertake ad hoc projects at the discretion of the ADO

Attend and/or chair relevant meetings as required

Support major incident planning and business continuity

To attend all statutory and mandatory training as and when required to do so.

To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.

Person Specification

Essential

Essential

• Management experience in the acute sector
• Operational management skills
• Experience of managing a team
• Experience of delivering key access standards e.g. RTT/Cancer/A&E performance
• Experience of implementing service change to improve quality/efficiency/performance
• Ability to be flexible to meet the needs of the team, the service and the Trust
• Able to influence decision making with senior clinical staff
• Excellent presentation, verbal and written communication skills
• Evidence of analysing and presenting complex data

Desirable

• Experience of working within urgent and emergency care

Essential

Essential

• Knowledge and awareness of diversity and human rights as appropriate to your role and able to provide a patient focused service

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

Ashford & St. Peter's Hospitals NHS Foundation Trust

Address

St Peter's Hospital

Chertsey

KT16 0PZ

Employer's website

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