Service Manager - Planned Care

at  Chelsea and Westminster Hospital NHS Foundation Trust

Service Manager - Planned Care, Band 8a
Site: West Middlesex (covering cross-site)
We are looking for an enthusiastic leader who will help support us through the challenges and opportunities that lie ahead.
The successful applicant will take a senior management role to deliver an services across our four theatre complexes comprising 27 operating theatres and theatre scheduling services. In this role, you will lead committed teams and work collaboratively with the Peri-Operative Nursing Teams, Surgeons and other Operational Managers from both within the Planned Care Directorate and the other Clinical Divisions to deliver effective and efficient theatre services.
You will have had demonstrable success in a senior role working as part of a multi-professional team and bring strong leadership and management skills. Previous experience working in the Theatres Environment is desirable.
The post-holder will be able expected to actively contribute to projects aiming to improve theatre utilisation, improve scheduling processes and reduce patient cancellations. There is significant work ahead to improve the management of stock held by theatres - with project support you will be expected to lead and deliver improvements.
The Service Manager is responsible for the delivery of high quality and efficient patient services in defined clinical areas.
The post holder will provide operational management support to the Deputy General Manager & General Manager and the Service Directors.
The Service Manager will work closely and in partnership with other members of the Directorate’s management team, in particular Service Directors, Lead Nurse, Deputy, General Manager, Matron/Clinical Managers and Charge Nurses to achieve agreed performance, financial productivity targets and clinical quality indicators
The Service Manager will assist the Deputy General Manager and Service Directors in the delivery of objectives across the Directorate as well as directly managing mutually agreed projects and service improvement initiatives.
The Service Manager will have overall responsibility for the management of the Directorate’s administrative processes, line managing teams of A & C staff.
The Service Manager will support the Service Directors with the management of effective deployment of medical staff
Where appropriate, the Service Manager will work with peers based on other Trust sites to share learn and drive consistency of clinical practice, business processes and reporting.
The Service Manager will ensure that line management of his or her staff is undertaken professionally and that each member of staff has an appraisal and development and training plan consistent with Directorate, Division and Trust objectives.
Chelsea and Westminster Hospital NHS Foundation Trust is one of England’s top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us ‘Good’ in safety, effectiveness, care, and responsiveness, and ’Outstanding’ in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Operational Management
Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards. This may include but is not limited to inpatient, outpatient, staffing and performance target related issues.

Be accountable through the Deputy General Manager for the monitoring and delivery of key quality, productivity and performance targets. This may include but is not limited to targets related to outpatients, RTT, cancer, finance, workforce, inpatients and discharges to facilitate patient flow in the hospital.

• On behalf of the Deputy/General Manager, work closely with the Service Directors and Clinical Directors to assure up-to-date job plans and EWTD compliant working patterns for junior doctors, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service.
• 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, Divisional Nurses, with 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 Deputy General Manager or 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
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, and medical staff and with the Patient Advisors.
Participate in business planning ensuring multi-disciplinary involvement at specialty level in activity and development plans
Ensure that clinical template, procedure schedules and rotas deliver care at times that meet service capacity and patient needs
Assist the Deputy /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.
Delivery of safe, high quality patient care
In partnership with Clinical Director, Lead Nurse, General Manager, the Service Manager will:
Create an environment within the directorate that makes care, safety and patient satisfaction everyone’s 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 Trust’s 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, MPALs 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 including non-clinical and clinic posts as required, in accordance with the Trust’s Recruitment and Selection Procedure and use of the relevant systems.

• Support the Service Directors in their management of medical staff for the Directorate.
• Support Service Directors to co-ordinate annual leave and study leave for all medical staff in order that safe cover is always maintained and agency expenditure is minimised. New deal compliance must be maintained at all times.

Manage issues of performance, capability and conduct in line with Trust policy.
Chair or otherwise contribute to disciplinary and other hearings as required, including those involving staff outside the portfolio. NB. Service Managers have disciplining powers up to and including final written warnings.
Ensure close working relationships are maintained with the clinical professionals on all matters relating to patient care within the Directorate.
Agree own annual objectives and own Personal Development Plan with the Deputy General Manager.
Governance
In partnership with Clinical Director, Lead Nurse, General Manager, the Service Manager will:
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. It will also include ensuring a comprehensive and robust mechanism across the Directorate for reporting on and learning from incidents and complaints that promotes a culture of openness and honesty
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.

• On behalf of the Deputy/General Manager, work closely with the Service Directors and Clinical Directors to assure up-to-date job plans and EWTD compliant working patterns for junior doctors, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service.
• 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, Divisional Nurses, with medical staff and with the Patient Advisors