Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.
Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.
We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.
To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone.
Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.
Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.
LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.
We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.
The post holder will take the lead for the Cancer pathways within the Trust; ensuring that trust-wide data collection mechanisms are robust and that the Trust meets the Cancer Waiting Time targets.
Across the Trust, the post holder will promote consistent recording and monitoring techniques to ensure that all patients with cancer or the suspicion of cancer are included in reports and highlight all breaches and potential breaches to the care group management team.
Working with key individuals towards the further development of the cancer information system for the collection of data and monitoring purposes. This will include the production of monitoring reports whilst ensuring at all times that the information provided is of high quality and of clinical relevance.
Monitoring whether standards of care comply with the requirements set out in the NHS Cancer Plan and the Cancer Reform Strategy.
The post holder will work with clinical teams across the trust to promote effective working practices to ensure that all patients with cancer or the suspicion of cancer are treated within target times.
Previous applicants need not apply.
Main duties of the job
SCOPE & ROLE OF THE POSTHOLDER
1. To have managerial responsibility for the MDT Co-ordinators and Cancer Pathway Tracking team.
2. Together with the Cancer Services Manger to have budgetary responsibility for the cancer admin team
3. To represent the Trust at local, network and regional meetings
4. To produce and submit cancer data monitoring reports in a timely manner
5. To produce and submit reports in a timely fashion when required
6. To be responsible for the tracking of patients on the Priority Target List ensuring that patients do not breach current and future National Cancer Waiting Times targets
Working for our organisation
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
7. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
8. Widening access (anchor institution) and employability
9. Improving the experience of staff with disability
10. Improving the EDI literacy and confidence of trust staff through training and development
11. Making equalities mainstream
Detailed job description and main responsibilities
Job Summary:
To provide a customer focused system support service to staff who use Trust wide information and outpatient systems. The postholder will be responsible for developing, managing, implementing and maintaining information for all the workstreams and monitoring progress against key targets.
The postholder is responsible for supporting the Outpatients Systems Manager in ensuring the service is continuously reviewed and monitored effectively to consistently meet its obligations to the Trust and its patients who attend through an Outpatients setting. The post holder will be responsible for meeting both the Outpatient Services philosophies and objectives, and the strategic objectives of the Trust.
Key Result Areas & Performance:
12. Receiving and handling support calls where systems support is required.
13. Undertake a full range of high-quality project management administrative duties
14. To undertake changes and updates to systems determined by service and Trust requirements using agreed change control procedures.
15. Monitor information systems and incidents, analyse, identify and alert any risks and/or issues to the Systems Manager.
16. Interpret, analyse and resolve complex problems relating to the use or operation of information systems and follow / development procedures for resolution or escalating problems where required.
17. Organise meetings and events including regular project / team meetings and workshops
18. Input data and produce reports as requested and monitor progress against key milestones.
19. Work as part of the team to build and sustain effective partnerships and relationships with a range of stakeholders.
20. Requirement for planning and organisation of the resolution of system support incidents according to priority and other factors including the volume of users affected.
21. Assist with the planning and implementation of system updates and upgrades and to co-ordinate tasks in relation to system changes to meet service and Trust requirements.
22. Support the development of and provide a customer-focussed support approach within the department by working with the Support Manager/Systems Support Lead to identify the most effective and efficient support model.
23. Conduct problem analysis to identify root causes of recurring issues and support development of fixes, training or communication packages with other Customer Operations teams.
24. Support the development of system policies and ensure policies are adhered to ensure support functions comply with relevant security requirements and statutory legislations.
25. Support development of change control processes for use within the system support team to record system changes, and ensure processes are adhered to.
26. Monitor professional standards of support personnel.
27. Support development and maintenance of system level security policies, risk assessments and business continuity plans
28. Logging calls to 3rd party maintainers/ system suppliers to the Trust’s own internal systems development team and tracking responses.
29. Maintain frequent contact with service users for the duration of any support issues, ensuring regular communication and frequent status updates are provided.
30. To support the Outpatients Systems Manager in maintenance and live operation of systems used across Outpatients. These include, but are not limited to: e-Referral Service (e-RS) Trust PAS Trust Clinic Build and Rescheduling software Self-Service Kiosks Phlebotomy Online Booking Portal Room Management software Call Centre software SMS Services
31. To actively engage in process mapping and redesign
32. Work closely with Speciality Service Managers to ensure that e-RS and Room Management Systems are updated and accurate.
33. Design, update and provide training to support end users on information systems when required.
34. Assist with systems upgrade tasks including testing, training, user documentation and user communication.
35. Co-ordinate development of knowledge base and self-help material.
36. Support development and maintenance of system level security policies, risk assessments and business continuity plans.
37. The post-holder will provide an efficient and flexible systems support services focused on the needs and requirements of the customer.
Information Resources
38. Develop, maintain and implement new systems including electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team
39. Produce and maintain complex spreadsheets and reports
40. Assist in the production of communications materials, producing written documentation as required, ensuring communication is appropriate for target audiences
41. Tracking and managing all incidents and ensuring that calls are resolved to the user’s satisfaction within the agreed service levels or escalated as appropriate.
42. Maintaining frequent contact with users for the duration of any support issues, ensuring regular communication and frequent status updates are provided.
43. Participate in the implementation of major infrastructure and system upgrades including testing, training, user documentation and user communication.
44. Co-ordination of system changes, based on service or Trust requirements, including requirements gathering, build, test, training and communication.
45. Aim to increase the number of calls closed by the system support team on first contact and to customers satisfaction.
46. Comment on and follow processes and procedures within team and wider department.
Financial
47. Support liaison with internal and external audit as required during routine audits. Support provision of management responses to relevant audits and development of action plans for improvement as required.
48. Responsible for the proper and safe use of IT systems by users by ensuring proper advice is given
49. The postholder will be responsible for managing project budgets and delivering value for money projects as well as monitoring, keeping updated records and providing detailed reports on the Outpatient Systems Workstreams and their deliverables.
Workforce
50. Deputise in the absence of the Outpatients Systems Manager.
51. Provide day-to-day supervision for Booking and Rescheduling Managers
52. Liaise with a range of staff across the Trust in relation to systems.
53. Assist with the management of recruitment, selection, performance and development of staff.
54. Ensure that all staff receives appropriate supervision and regular appraisal in accordance with Trust policies.
55. Ensure all staff receive appropriate essential, statutory and mandatory training in accordance with Trust policy and development needs.
56. Take responsibility for self-development on a continuous basis, undertaking this in work or development opportunities as appropriate.
57. Participate in personal objective setting and review, including the creation of a personal development plan.
58. Respect confidentiality of any confidential information shared during the course of employment
Research and Development
59. Produce agreed performance information in relation to systems support services.
60. Constantly analyse performance information to identify trends and issues and recommend a course of action.
61. Support the implementation of system implementation and upgrades.
62. Co-ordinate changes and updates to information systems based on Trust and service requirements.
63. Develop and maintain training material for a range of systems and solutions.
64. Develop configuration and change management processes to ensure the risks associated with system support tasks are minimised.
65. Ensure professional knowledge is regularly updated and keep abreast of relevant developments.
66. Take responsibility for self-development on a continuous basis, undertaking this in work or development opportunities as appropriate.
Partnerships
Internally:
Divisional Directors
General Managers
Clinical Leads and other consultant and junior medical staff
Senior Nurses and other nursing staff
Heads of Professions and other Allied Health Professional staff
Staff within the Service
Other Service General Managers and management teams
Externally:
All Commissioning bodies
Local Authority
NHS London (Strategic Health Authority)
General Practitioners
Other Local Trusts/Providers
NHS Digital
Person specification
Essential criteria
67. Degree or equivalent experience
68. Excellent Data analytical skills
Desirable criteria
69. Experience with MS Access
Experience
Essential criteria
70. Previous experience of working in the NHS
71. Experience of data analysis and information management
72. Specialist Knowledge of Cancer Waiting Times
73. Awareness of the data protection act
Desirable criteria
74. Familiarity with the NHS clinical and information processes and systems
75. Line Management Experience
Knowledge
Essential criteria
76. Excellent communication skills and ability to work with managers and clinicians at all levels
77. Good presentation skills and the confidence to present to large audiences both internal and external
78. Understanding of national NHS policy and targets
79. Good interpersonal, oral and written skills including chairing team meetings and writing reports
80. Numerate, with excellent analytical skills involving highly complex facts or situations.
81. Ability to understand and produce statistical information to use in problem solving.
82. Interpretation of data.
Desirable criteria
83. Clinical knowledge /experience
Personal Qualities
Essential criteria
84. Ability to prioritise own workload
85. Work to tight deadlines
86. Innovative
87. Motivated
88. Ability to negotiate with and influence staff at all levels.
89. Flexible
90. Ability to communicate with personnel at all levels of the organisation
91. Accuracy in data input into databases and validation of information
92. Analytical skills
We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.
As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.
Please note, not all roles will meet the criteria for a skilled worker visa.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.