Job summary
The post holder will work with colleagues and stakeholders to design and deliver exceptional services and to shape the future care offer. The purpose of the Senior Service Design Lead to design new service models/ business solutions aligned to delivering the Trusts strategic goals, ensuring that design solutions are researched to meet market/ Service User needs, evidence based, fully costed and prepared for transition into our operational business via our Transformation function.
The Senior Service Designer will work as a member of the broader Trust Transformation Directorate to develop design briefs, working closely with both service subject matter experts, Service Users and change functions to co-design improved new and existing services. The core purpose of the Senior Service Designer is to ensure the organisation stays at the forefront of innovative clinical design and delivery, making a real difference to the experience of those who use our services.
Main duties of the job
The post holder will have a key role in supporting the Head of Quality Improvement (QI) identify and developing opportunities for improvement and innovation.
- Drive innovation and the case for change QI across the trust
- Collaborate and support as required with Operational and Directorate colleagues ensuring they all understand innovation and improvement principals and are able to utilise these methods and tools in their business as usual work
- Promote awareness, understanding and acceptance of innovation and Improvement methodology through change management processes and practice.
- To act as a member of the Trust's internal Quality Improvement consultancy, offering subject matter expertise, advice, coaching and signposting services to the wider organisation.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job description
Job responsibilities
- Service Design
- To manage the work plan of the design function and any allocated resource to ensure design projects are delivered to brief and on time.
- To coach and mentor project teams in Service Design Concepts and processes.
- To manage the performance and competency of the resources allocated to the function.
- To provide reports and updates to the Head of Quality Improvement and Exec directors as needed.
- To design new services and existing service pathways, engaging subject matter experts as required, to create effective solutions & pathways.
- Working with stakeholders (Service Users, careers and colleagues) to generate and test ideas and solutions to ensure their requirements are incorporated into the design.
- To share developed products and models internally and externally as required.
- To ensure a design is replicable, usable, operationally achievable and financially viable.
- To ensure digital solutions are enablers to design the support experience, quality, efficiency and simplify services for users and colleagues.
- To use methods that includes observational techniques, visualisation, prototyping, sketching, storytelling, and brainstorming.
- To calculate workforce needs against demands and activity.
- To ensure designs make best use of all clinical resources, utilising workforce redesign and digital solutions to enable this.
- Working with key stakeholders, measure the impact of a design once in the hands of service users to understand the value and impact the service has had.
- Promote an evidence based culture across the Trust.
- Interpret data and provide detailed analysis of results and communicate these in a user friendly manner to clinicians and managers appropriately.
- Develop Service designs which are evidence-based, insight-driven, and co-produced with key stakeholders.
- Provide close liaison with the service, gaining a thorough understanding of the requirements whilst ensuring a cost effective service design/ build.
- Undertake the evaluation of service designs, learning and adapting designs and blueprints from evaluations.
- Participate in the development outcomes frameworks across our services, meet the outcomes requirements of contracts or of the design vision.
- Service Development
- Proactively identify service improvement needs through analysis of data.
- Provide advice and guidance to service delivery teams in matters relating to service design and improvement.
- Keep up to date with the organisations strategy and support service development in line with strategic plans.
- Projects
- Will independently manage a design project keeping to brief and timelines.
- Develop relationships with internal and external stakeholder to enable co design with subject matter experts and guidance on design solutions as necessary.
- To be responsible for design of key strategic projects within the organisation.
- To add value to the project(s) by promoting specific 'best value' design solutions
- Innovation
- Fuse innovations and pathways to redesign or design new service models and blueprints.
- Undertake desktop and insight research, mapping themes and drawing journey maps to support designs.
- Keep up to date with relevant research and policy.
- Ability to understand Service needs and where innovative solutions can be utilised in designs to achieve better solutions.
- Create links with academic institutions and other research and innovation institutions, providing access to expertise and capacity when needed.
- Quality Improvement and Strategy
- Contribute to the development of Quality Improvement strategy with the Head of QI.
- Support the Head of QI to achieve their overall responsibility for developing and driving forward the Trust-wide Quality Improvement strategy in line with the Trust priorities and objectives.
- Work collaboratively with the Head of QI to develop, deliver, monitor and report progress at both local and corporate levels, of the delivery of the trusts quality improvement strategy.
- Deliver and Lead on various trust-wide quality improvement initiatives.
- Promote a culture of quality improvement to ensure best-practice services for patients and positive working experience for staff.
- Establish strong links with Divisional and Clinical Directors and heads of service (clinically and corporate services) ensuring they have the skills to implement innovation and improvement.
- Support Senior Leaders and Directors of the Trust to employ an improvement methodology in all plans and thinking and that priorities are considered accordingly.
- Identify and ensure relevant improvement projects are undertaken in response to emerging national requirements.
- Support operational staff with managing their quality improvement work and lead on building skills within the team
- Provide expertise in standard setting and measurement for improvement, understanding external quality measurement programmes
Job description
Job responsibilities
- Service Design
- To manage the work plan of the design function and any allocated resource to ensure design projects are delivered to brief and on time.
- To coach and mentor project teams in Service Design Concepts and processes.
- To manage the performance and competency of the resources allocated to the function.
- To provide reports and updates to the Head of Quality Improvement and Exec directors as needed.
- To design new services and existing service pathways, engaging subject matter experts as required, to create effective solutions & pathways.
- Working with stakeholders (Service Users, careers and colleagues) to generate and test ideas and solutions to ensure their requirements are incorporated into the design.
- To share developed products and models internally and externally as required.
- To ensure a design is replicable, usable, operationally achievable and financially viable.
- To ensure digital solutions are enablers to design the support experience, quality, efficiency and simplify services for users and colleagues.
- To use methods that includes observational techniques, visualisation, prototyping, sketching, storytelling, and brainstorming.
- To calculate workforce needs against demands and activity.
- To ensure designs make best use of all clinical resources, utilising workforce redesign and digital solutions to enable this.
- Working with key stakeholders, measure the impact of a design once in the hands of service users to understand the value and impact the service has had.
- Promote an evidence based culture across the Trust.
- Interpret data and provide detailed analysis of results and communicate these in a user friendly manner to clinicians and managers appropriately.
- Develop Service designs which are evidence-based, insight-driven, and co-produced with key stakeholders.
- Provide close liaison with the service, gaining a thorough understanding of the requirements whilst ensuring a cost effective service design/ build.
- Undertake the evaluation of service designs, learning and adapting designs and blueprints from evaluations.
- Participate in the development outcomes frameworks across our services, meet the outcomes requirements of contracts or of the design vision.
- Service Development
- Proactively identify service improvement needs through analysis of data.
- Provide advice and guidance to service delivery teams in matters relating to service design and improvement.
- Keep up to date with the organisations strategy and support service development in line with strategic plans.
- Projects
- Will independently manage a design project keeping to brief and timelines.
- Develop relationships with internal and external stakeholder to enable co design with subject matter experts and guidance on design solutions as necessary.
- To be responsible for design of key strategic projects within the organisation.
- To add value to the project(s) by promoting specific 'best value' design solutions
- Innovation
- Fuse innovations and pathways to redesign or design new service models and blueprints.
- Undertake desktop and insight research, mapping themes and drawing journey maps to support designs.
- Keep up to date with relevant research and policy.
- Ability to understand Service needs and where innovative solutions can be utilised in designs to achieve better solutions.
- Create links with academic institutions and other research and innovation institutions, providing access to expertise and capacity when needed.
- Quality Improvement and Strategy
- Contribute to the development of Quality Improvement strategy with the Head of QI.
- Support the Head of QI to achieve their overall responsibility for developing and driving forward the Trust-wide Quality Improvement strategy in line with the Trust priorities and objectives.
- Work collaboratively with the Head of QI to develop, deliver, monitor and report progress at both local and corporate levels, of the delivery of the trusts quality improvement strategy.
- Deliver and Lead on various trust-wide quality improvement initiatives.
- Promote a culture of quality improvement to ensure best-practice services for patients and positive working experience for staff.
- Establish strong links with Divisional and Clinical Directors and heads of service (clinically and corporate services) ensuring they have the skills to implement innovation and improvement.
- Support Senior Leaders and Directors of the Trust to employ an improvement methodology in all plans and thinking and that priorities are considered accordingly.
- Identify and ensure relevant improvement projects are undertaken in response to emerging national requirements.
- Support operational staff with managing their quality improvement work and lead on building skills within the team
- Provide expertise in standard setting and measurement for improvement, understanding external quality measurement programmes
Person Specification
Reuirement
Essential
- Educated to degree level with further relevant specialist professional qualifications or equivalent experience
- Evidence of ongoing, relevant professional development
- Extensive and in-depth knowledge and understanding of Service Design and DH guidelines associated with this field.
- Extensive knowledge and attendance at Quality Improvement training.
- Experience in service or workforce development, or design.
- Experience in clinical service design.
- Ability to work with a wide variety of people across the business and with external partners to develop new service solutions.
- Excellent presenter skilled in multiple communication methods.
- Experience of conducting user research
- Understanding of care services and pathways.
- Quantitative and qualitative data analysis skills based on previous experience working in a relevant field.
- Experience of presenting complex data to a range of audiences in a variety of formats (e.g. conversations, presentations, reports).
- Sound Quality Improvement knowledge and experience of leading projects.
Desirable
- Knowledge or Qualification in Change Management/Project Management.
- Understanding and experience of change methodology.
- Knowledge of other sectors such as the independent health sector, social care, public health and wellbeing, the voluntary sector.
- Project management experience.
- Experience of writing Standard Operating Processes to support consistency of delivery.
- Understanding and experience of a large complex service including evidence of solving operational and strategic problems.
- Coaching/Facilitation skills.
Person Specification
Reuirement
Essential
- Educated to degree level with further relevant specialist professional qualifications or equivalent experience
- Evidence of ongoing, relevant professional development
- Extensive and in-depth knowledge and understanding of Service Design and DH guidelines associated with this field.
- Extensive knowledge and attendance at Quality Improvement training.
- Experience in service or workforce development, or design.
- Experience in clinical service design.
- Ability to work with a wide variety of people across the business and with external partners to develop new service solutions.
- Excellent presenter skilled in multiple communication methods.
- Experience of conducting user research
- Understanding of care services and pathways.
- Quantitative and qualitative data analysis skills based on previous experience working in a relevant field.
- Experience of presenting complex data to a range of audiences in a variety of formats (e.g. conversations, presentations, reports).
- Sound Quality Improvement knowledge and experience of leading projects.
Desirable
- Knowledge or Qualification in Change Management/Project Management.
- Understanding and experience of change methodology.
- Knowledge of other sectors such as the independent health sector, social care, public health and wellbeing, the voluntary sector.
- Project management experience.
- Experience of writing Standard Operating Processes to support consistency of delivery.
- Understanding and experience of a large complex service including evidence of solving operational and strategic problems.
- Coaching/Facilitation skills.
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).
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