Employer Royal Surrey NHS Foundation Trust
Employer type: NHS
Site: The Royal Surrey Hospital
Town: Guildford
Salary: £64,337 - £74,415 per annum plus High Cost Area allowance
Salary period: Yearly
Closing: 06/02/2025 23:59
Band 8b
Job overview
Our vision is to be a consistently high performing team and we are looking for a dynamic individual to continue with our continuous improvement journey for patient services. Over the last 18 months we have made advances; however, we are always striving to keep up with the rapid pace of change, continue with internal and external relationship building, and enhance our overall team performance.
This is an exciting opportunity to join the existing team and focus on our rapid journey of improvement.
You will need to have excellent communication skills and be comfortable working both on your own initiative and as part of a team. The ability to build positive working relationships with stakeholders at all levels, both internally and externally, is essential. One of the main requirements of the role is to be an advocate for continuously reviewing processes for improvements to support transformational changes.
If you are passionate about the value that great leadership can add to an organisation, this is the role for you. You will need to be resilient, confident, and possess the skills that will enable you to drive improved performance.
Main duties of the job
The Patient Service Manager (PSM) is responsible for ensuring that the key principles of the Trust; focusing on clinical services, public involvement, service diversity, and equality of employment are developed and embraced.
The Service Manager is responsible for the management and co-ordination of person-centered, accessible, culturally appropriate services in the area covered by the Trust.
As a member of the Patient Services Management Team (which includes the administration team based at Haslemere and Cranleigh Community Hospitals), the PSM will support the Head of Access in the leadership and development of an integrated service. This includes deputising effectively for the Head in their absence and making decisions across the full range of responsibilities as required.
The PSM will take delegated responsibility for budgetary management, all aspects of quality and performance management, and provide advice and feedback to the Head of Access on service-specific issues.
Working for our organisation
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you feel valued from your initial interview through your entire tenure.
We are clinically led and provide joined-up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford, with community hospital sites at Milford, Haslemere, and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.
The Care Quality Commission (CQC) has given us an overall rating of Outstanding.
Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.
Although it isn't the Trust's normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.
Detailed job description and main responsibilities
Please refer to the full job description & person specification
KEY RESULT AREAS/MAIN DUTIES AND RESPONSIBILITIES:
Managerial
1. Provide effective management ensuring a clear sense of direction and purpose.
2. Ensure that effective partnerships and relationships are developed with the SBU’s across the Trust to deliver a high quality of care based on good patient experience.
3. Ensure multi-disciplinary team working across the whole of Patient Services.
4. Contribute to the development of a learning organisation that supports the principles of lifelong learning, clinical audit, and evidence-based practice, including the learning of lessons from complaints and incident investigations.
5. Demonstrate sensitivity and effective relationship building.
6. Demonstrate effective change management, innovation, and solution-focused approaches to service improvement.
7. Lead and develop Achieving Excellence, in line with Trust guidance, across the whole of Patient Services.
8. Offsite travel to Cranleigh and Haslemere Community Hospitals when required.
9. Be a key member of the Trust transformation team developing changes in the way services are delivered to patients and to the SBU’s.
Performance Management and Governance
1. Accountable for key targets relating to all agreed national and local KPI’s. To support the SBU’s in delivering RTT and DM01 national benchmarks.
2. Lead on local and regional service development processes to ensure the developmental needs and resource needs of the service are truly represented in the appropriate forums.
3. Identify resources required to provide the service on a day-to-day basis and assist in developing plans for strategic development in the service.
4. Accountable for personal development plans in the service, contributing information from these plans to assist in developing the Trust’s training strategy.
5. Assist in the development and implementation of systems for monitoring performance and service governance in order to evidence progress.
6. As part of the transformation plan, the postholder will be responsible for managing the change management programme ensuring that changes made to the roles and responsibilities of the Patient Services team are embedded to deliver improvements to services. This will require the individual to have skills in negotiation and gaining co-operation, within an environment where there may be a reluctance to accept change.
7. The postholder will be required to regularly present information on projects, e.g., DNA recovery, KPIs, to the triumvirate and to any other groups of senior managers as and when required.
8. The postholder will be part of the strategic thinking team helping to plan future developments within the service across the Trust and into the community services.
9. The postholder will be the Patient Services lead manager for Cerner related services.
10. Be responsible for the process of investigation and analysis of Serious Adverse Events, identifying trends and actions, implementing solutions where necessary.
11. Develop appropriate processes for assessing, managing, and monitoring potential risks as well as triggering appropriate actions whilst ensuring staff are clear about their roles and responsibilities.
12. Contribute to Clinical Governance including ensuring appropriate representation at the agreed forums and to support the development of the divisional quality report.
13. Work within the service and the Trust to ensure professional standards are maintained and monitored to deliver quality in service delivery.
14. Manage services in line with NHS statutory requirements including Health and Safety.
15. Interpret and take action on NHS Trust and Local Authority Policies, Procedures, and Guidelines.
16. Contribute to service and corporate budgeting processes with delegated authority to manage financial and human resources to ensure the maximum benefit to service users and service delivery.
Person specification
Qualifications
* Masters degree or equivalent in relevant field.
* Professional Qualification relevant to the NHS (Equivalent qualifications will be considered where their equivalency can be demonstrated).
Knowledge and Experience
* Recent experience in the strategic development of services.
* Experience of implementing system changes.
* Experience of partnership working and in promoting and developing a multi-professional environment.
* Recent experience of utilising constrained/limited resources to meet strategic service objectives/demands.
* Demonstrable experience of successful initiation, implementation, and management of service changes.
* Proven managerial experience in areas of budget, business planning, staff management, and resource management.
* Knowledge of clinical governance, quality, and best value.
* Detailed knowledge of the NSF and NHS plan.
Employer certification / accreditation badges
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.
Please call or email should you wish to have an informal chat.
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