Service Manager Urgent and Emergency Care

Job overview

To be responsible for the operational management and the effective and efficient delivery of services provided within Urgent and Emergency Care (UEC) Clinical Business Unit (CBU), ensuring the effective co-ordination and management of budgets and agreed national and local performance objectives, together with targets.

The post will also include direct management responsibilities, this post will provide business focussed support to the individual teams. The post holder will also work with Heads of Service of all responsible areas, Service Managers, Clinical Leads, Consultants, Project Managers, Information Services staff, Finance, HR and other key staff throughout and external to the Trust and play a pivotal role in the delivery of our UEC operational and transformation agenda across all hospital sites.

Main duties of the job

Service Delivery

Service Development

Performance Delivery

Financial

Staff Management

Communications across UEC

Detailed job description and main responsibilities

• Service Delivery
• Responsible for supporting the effective operational management of services in the Division, staff and resources within area of responsibility. This includes cover for peers within CBU and senior colleagues as appropriate within the Division.
• Analyse information, providing statistics and reports as required to inform decision-making in achieving the cost improvement plan (CIP), service redesign and provide advice and guidance on the specialties as required.
• Work with others to identify and implement potential service improvements or developments, key service priorities and where necessary producing business cases for consideration by the Divisional Team seeking advice and guidance from the Head of Service.
• Working with clinical colleagues to ensure provision of safe, effective evidence-based and patient centred care. To promote a culture in which multidisciplinary teams strive for continuous quality improvement by recording and learning from mistakes and complaints.
• To be responsible for matching capacity to demand and for meeting all national and local targets.
• To evaluate booking and/or waiting lists projects, engaging the appropriate staff and identify all necessary resources.
• To be responsible for working with the Information Services team to design information reports that can assist projects or operational outcomes.
• To work proactively to ensure collaborative and effective relationships within the Division and between other services and outside the Trust where appropriate. To ensure effective systems of communication are in place and utilised.
• To be responsible for ensuring appropriate staffing levels are available on all responsible services and deciding appropriate action where services are not viable.
• Service Development
• Lead the production, enhancement, implementation and regular review of service development plans, procedures and policies to deliver key areas of the Trust strategic direction within their span control.
• To identify cost improvements, service developments and income generation opportunities.
• Produce business cases and capital bids for staff and equipment within area of responsibility working with the Head of Service and colleagues within the Division.
• Responsible for updating and implementing new patient pathways for area of responsibility in line with service requirements and developments, working with clinicians, multi-disciplinary teams and patient/user groups.
• Work closely with stakeholders to develop a multi-professional and multidisciplinary, integrated approach to clinical governance, focussing on shared learning and the spreading of best practice/evidence-based care.
• To delegate responsibilities to key staff, supporting and developing staff in achieving set targets and responsibilities.
• Performance Delivery
• Assist Head of Service in delivering performance in line with agreed objectives across the Division and including the Key Performance Indicators for the Trust.
• Work in partnership with Service Managers, Clinical Leads, Divisional Head of Nursing and other key staff to ensure provision of high quality, patient focussed services.
• Pro-actively manage risk, co-ordinating the approach across the Division by working with senior colleagues and the Clinical Risk Department.
• Work with colleagues in the development and implementation of policies, procedures and protocols to assist with service development and delivery.
• Responsible for ensuring department managers have and use the plans in relation to Major Incident and Emergency Preparedness, including the development of business continuity plans ensuring the recovery plan is in place should a major incident or critical incident occur.
• Participate in and pro-actively encourage multi-professional audit projects.
• Respond to complaints, claims and incidents by ensuring that trends are analysed and changes in practice implemented to improve standards.
• Ensure all untoward incidents and near misses are reported within sphere of responsibility in accordance with Trust Policy. Also, ensure appropriate mechanisms are in place to investigate serious clinical incidents, supported by the Risk Management Team and action is taken and lessons learnt and disseminated.
• To provide and preserve a positive reputation, providing a clinically credible workforce with a high level of motivation.
• Ensure the users of the service are given appropriate information and that regular satisfaction surveys are performed, and action taken as appropriate.
• To initiate and deliver reports as required on all aspects of divisional business, determining, and seeking input from across the health community as required.
• Financial
• Manage expenditure against agreed budgets and identify any actual or potential deviations, escalating as appropriate.
• Manage and monitor budget expenditure both pay and non-pay, so that a cost effective and efficient services are delivered.
• Work with the Senior Management Team to produce a robust cost improvement plan (CIP) work with colleagues at all levels to implement CIP plan and produce robust savings.
• Work with colleagues to ensure all specialities are viable from an operational, financial and clinical perspective.
• Staff Management
• Responsible for the recruitment, selection, induction, and retention of staff within area of responsibility.
• Responsible for a systematic approach to staff development ensuring that senior staff are appraised annually against KSF outline/descriptions and that their objectives and Personal Development Plans reflect organisational, professional, and personal requirements.
• Pro-actively manage sickness/absence, taking appropriate action to both support individuals and enhance both individual and team performance.
• Take a lead in implementing disciplinary, grievance and performance management procedures in conjunction with the Head of Service and Human Resources.
• Assist the Head of Service within the Division in the development of the workforce plans within area of responsibility.
• Ensure staff are trained and developed to meet the demands of the service. Where necessary, provide coaching, training and development for staff, and appropriate learning environment.
• Work with the Head of Service and Clinical Leads in providing a consultant led clinical service with the appropriate PAs in line with expected service delivery, ensuring that a robust system is in place to manage and monitor service delivery across all elective and associated specialities.
• Work closely with the Strategic Division to ensure the activity the CCG has commissioned is delivered and not exceeded the agreed plan.
• Ensure key workforce indicators for staff that report to this post is managed appropriately and in line with the Trust’s Sickness Absence Policy.
• Communications
• Networks; to manage and develop relationships with clinical and managerial stakeholders within external healthcare organisations to promote and continue clinical network arrangements where appropriate.
• Support and provide communications to GPs, Commissioners, and other healthcare providers as appropriate.
• Ensure adequate communication with staff in all areas of responsibility, particularly in areas where change or service redesign is planned.
• To help establish and maintain effective two-way channels of communication within the Division 6.5 To help ensure that good practice is rapidly shared within both sites and within wider organisation where appropriate.
• Other
• In the event of a major incident/emergency or threat to public health, participate in the management of the Trust response.
• Participate in Trust on call arrangements.
• To be responsible for safeguarding and promoting the welfare of children and adults by undertaking the appropriate level of training in accordance with the safeguarding policy, training strategy and being aware of and working within the Trust safeguarding policies.
• Comply with the NHS Code of Conduct for Managers and any other professional code of conduct as appropriate.
• Ensure all data collection and processing undertaken is consistently accurate and timely and complies with the Trust Data Quality Policy and local procedures.
• To comply with the roles and responsibilities as defined in the Trust Health and Safety Policy and the KST outline for this post.
• Undertake any other similar duties in line with the key purpose of the job.

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.