Overview
The Service Manager, the Clinical Leads and Matrons (Service Management Teams), will work in conjunction with the Directorate Management Team across organisational boundaries to ensure appropriate services are in place and to deliver national and local strategic and operational service objectives and standards. The Service Manager is responsible for working with the Service Management Team to ensure the efficient and effective day‑to‑day running of the Service, line‑managing staff and delivering quality, performance and financial plans, and achieving service improvements. The post‑holder is a critical member of the Service Management Teams and will develop and implement service plans for the Services and Directorate and make a positive contribution to the delivery of health care across the local health community.
Responsibilities
* The operational management and efficient delivery of services provided within Stroke and Geratology services, ensuring effective coordination and management of budgets and agreed national or local performance objectives and contracts.
* Work across organisational boundaries to ensure appropriate services are in place and to deliver national and local strategic and operational service objectives and standards.
* Manage administrative staff and partner with Clinical Leads, Matrons, Ward Managers and all staff within the Clinical Units to undertake business planning and continuously improve patient care processes.
* Establish working relationships with colleagues in other directorates and external bodies, such as General Managers and Directorate Managers within other specialties, to address service issues.
* Work with corporate directorates (e.g. Nursing, Human Resources, Finance, Clinical and Corporate Governance, Facilities) as necessary.
* Provide management support to the Clinical Leads, Matrons and Ward Managers in identifying workforce and training needs and deliver associated actions.
* Exercise delegated authority on behalf of the Directorate Manager to resolve day‑to‑day management issues within Clinical Units.
* Assist Clinical Units management teams in the production of business plans, service development for the service, and lead specific service plans where appropriate.
* Under the direction of the CD/DM, bring forward budget proposals to enable the delivery of service plans which reflect appropriate value for money.
* In collaboration with the Clinical Leads and Directorate Manager ensure robust systems and processes are in place to manage medical staff – study, professional, sick and annual leave.
* Support specific service improvement and patient experience projects or activities agreed by the Clinical Units leadership teams.
* Communicate with direct reports and facilitate implementation of local and national policies and initiatives pertaining to CQC standards, assurance and patient experience (Judgement Frameworks, Directorate Quality Priorities, SSNAP).
* Assist the Directorate in maintaining an appropriate and effective Risk Register to ensure that risks are monitored and controlled.
* Take a lead in ensuring robust systems are in place for timely and accurate collection, monitoring and reporting of all patient information across the Clinical Units.
* Lead the development and production of regular reports as prescribed by the Directorate to describe financial and performance metrics for the Clinical Units.
* Provide management information and analysis for service reviews, development or specific projects.
* Provide visible leadership and oversight, contributing to strategic planning of services within the Stroke and Geratology departments, identifying future resourcing requirements and ensuring that the Directorate meets contractual and other requirements.
* Support the achievement of patient access standards and activity targets within available resources.
* Monitor and take action to ensure that all quality, productivity and profitability targets are achieved.
* Develop best practice and service modernisation and improvement plans for the area, enhancing patient experience and delivering value for money.
* Facilitate change within and across organisational and professional boundaries.
* Work collaboratively with others to identify and implement potential strategic service improvements or developments, producing business cases for consideration by the Directorate Management Team.
* Undertake duties that are consistent with the responsibilities of the grade and the needs of the services.
* Maintain skills, follow Trust policies and professional codes, and maintain registration where required.
* Ensure health, safety and welfare of self and others in accordance with Health and Safety Regulations.
* Ensure confidentiality at all times, releasing confidential information only in accordance with the Data Protection Act.
* Work in accordance with the Trust’s Equality and Diversity policy.
* Develop fair employment practices in line with Trust policies.
* Participate in the rollout and development of service improvement initiatives across Stroke and Geratology pathways.
* Lead the development and implementation of administrative services to support timely recording of all pathway data aligned to National Guidance.
* Lead the development and administration of the Cerner Millennium systems across the Clinical Units, supporting breach information and actions.
* Provide senior management support to Matrons and Clinical Leads.
* Ensure a robust 7/7 administrative function for the TIA service and inpatient activity with timely data capture on the EPR system.
* Support management leads in understanding the Trust’s incident management system, risk identification, reporting and management processes.
* Respond to patient complaints, contribute administrative responses as appropriate.
* Ensure all direct reports have annual appraisal plans adhered to and SME training plans to support personal development.
* Support the management of sickness/absence according to KPIs.
* Lead, motivate and develop staff within the Stroke and Geratology departments, maintaining high staff morale and an open climate.
* Communicate Trust and Directorate objectives, plans and progress to all staff in clinical areas.
* Ensure staff contributions are heard, valued and influence decision making.
* Identify and reflect staff training and development needs in annual business plans.
* Collaborate with DM, Clinical Director and HR Business Partner to develop workforce plans, engagement and productivity plans.
* Ensure HR‑policy compliance for recruitment, appraisal, performance management and other policies.
* Use workforce efficiently to meet activity demands and implement skill mix and staffing changes as needed.
* Promote equal opportunities for staff and patients.
* Anticipate staff shortages and take action to minimise impact on service delivery.
* Encourage staff development through performance reviews and personal development plans.
* Manage sickness, disciplinary and performance issues in line with Trust policies.
* Assume overall responsibility for the administration budgets across clinical units, keeping within budget and monitoring financial controls.
* Support Clinical Leads with cost improvement plans related to medical staffing budgets.
* Contribute to quality, cost improvement and CQUIN initiatives to improve services and manage expenditure.
* Lead delegated cost improvement plans across the Clinical Units.
* Review monthly activity and trend reports with Clinical Leads/Matrons for accurate forecasting of performance against key financial, service and quality targets and standards.
Additional Information
The postholder will have access to vulnerable people in the course of their normal duties and is therefore subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) and the Order 2020. Disclosure and Barring Service checks will be required to confirm no prior convictions.
Qualifications
* Masters level education or equivalent significant professional experience.
* Recognised management qualification.
* Acute operational management experience within a complex healthcare setting.
* Relevant experience working with staff and budgetary monitoring responsibilities in a health service management position.
* Experience of managing and delivering on projects.
* Evidence of continuous management/professional development.
* Knowledge of change management and workforce re‑design.
* Experience of facilitating change management and service developments.
* Experience of medical rotas and medical staffing.
* Experience of working across professional disciplines.
* Knowledge of NHS targets around service quality indicators.
* Competent in the application of Microsoft software.
* Proven leadership skills.
* Excellent organisational skills.
* Track record of timely achievement of agreed objectives.
* Ability to work as part of a team.
* Communication skills.
* Desire to succeed and make a real impact on the quality of care and efficiency of services provided.
* Problem‑solving skills.
Desirable Criteria
* Broad understanding of the NHS and key policy issues that affect business performance.
* Experience of designing or improving business systems and processes.
* Political awareness – ability to perceive the impact of actions on the decisions and activities of others.
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