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Job description

The Heart Division at Royal Brompton Hospital is seeking an experienced, enthusiastic and dynamic Service Manager for the Cardiology Service. This is an exciting time to join the Service as we transform our pathways within the Heart, Lung and Critical Care Clinical Group which is part of Guy's and St Thomas' NHS Foundation Trust. Our division is committed to clinical transformation and innovation and the successful applicant will have multiple opportunities to drive changes.

The Service Manager (SM) is accountable to the Deputy General Manager and Clinical Leads. The purpose of the SM is responsibility for the day-to-day delivery of services to patients in accordance with agreed objectives, targets, quality standards, controls and resource constraints.

The SM will also be responsible for delivering delegated improvements within a service to meet patient expectations as well as ensure the required capacity to meet key clinical performance targets.

You will provide proven leadership and expert advice to your teams to help deliver high standards of care and a quality, patient-centered service with an ethos around continuous improvement. You will be self-motivated and able to work autonomously at pace. You will be effective in managing your time, workload and priorities. You will be highly analytical and confident to challenge the status quo while building excellent working relationships that quickly enable you to become a trusted and credible leader across all staff groups. You will be focused on outcomes and motivated by your drive to deliver the highest quality care while ensuring the best possible patient experience. You will be characterised by your commitment to service excellence, and the development of a skilled and caring multi-professional team. In order to be short-listed, you will be expected to provide succinct and clearly referenced evidence which demonstrates that you fulfill the essential requirements for the position.

Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield, all with a long history of high quality care, clinical excellence, research and innovation. We have a long tradition of clinical and scientific achievement and - as part of King's Health Partners - we are one of England's eight academic health sciences centres, bringing together world-class clinical services, teaching and research.

We provide treatment for people with heart and lung disease, including rare and complex conditions, offering some of the most sophisticated treatment that is available anywhere in the world. Our integrated approach to caring for patients from before birth, through childhood, adolescence and into adulthood and old age has been replicated around the world and has gained Royal Brompton and Harefield an international reputation as a leader in heart and lung diagnosis, treatment and research. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.

Operational Performance Management

• Exercise delegated authority on behalf of the Deputy General Manager & clinical leads to resolve day-to-day performance issues within the Service, responsible for early identification of issues and creating the plan for resolution.
• Ensure effective processes and procedures are in place to monitor and track performance within the Service against the Performance Contract.
• Manage the analysis of data so that the Clinical Lead and the SDU leadership team have access to timely and accurate information on all key performance indicators.
• Ensure compliance with all relevant Trust policies.
• Ensure sufficient staffing levels and allocation depending on service needs
• Ensure correct skill mix within team
• Responsible for the day to day efficient and effective operational management of service area, linking appropriately with clinical and multi-disciplinary staff in all matters affecting the delivery of core services.
• Respond to daily problems and ensure issues are swiftly resolved; implement longer term solutions to issues raised.
• Work closely with the Clinical Lead, and Matrons to ensure effective support services are in place for all clinical areas.
• Ensure facilities and other resources are available to meet service needs, including analysing and managing space requirements.
• Ensure all policies and procedures are adhered to as required by the Trust.
• Responsible for ensuring Junior Doctors hours requirements are met within service area.
• As a member of the management team, support the annual Business Plan, ensuring staff involvement, in line with Trust objectives.
• Manage the analysis of data so that the Management team has access to timely and accurate information on all key performance indicators.
• Participate in and contribute to Trust wide initiatives and projects as appropriate.
• Develop and write policies and standardised procedures within own work area.
• Ensure that effective systems are in place to maintain service delivery in the event of staff absences
• Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed.
• Support the management team by preparing presentations.
• Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service.

• Managerial responsibility for all administrative and clerical (A&C) teams, ensuring effective staff deployment within the service.
• Anticipate staff shortages in admin, clinical and medical areas and coordinate action from relevant leads to minimise the impact of these on service delivery.
• Set objectives and review performance of A&C staff, identifying individual training and development needs and promote continued personal and professional development to ensure continual improvement.
• Manage sickness, disciplinary and performance issues in line with Trust policies.
• Support the clinical lead to ensure safe staffing, recruitment and other HR queries from the medical /dental team.
• Provide assurance on the effectiveness of medical rotas at both junior and consultant level.
• Recruit and locally induct A&C staff in line with Trust policies and procedures.
• Contribute to the development and production of local business plan with regard to own Service.
• Support workforce plans which anticipate service changes and developments and which address recruitment, retention and workforce supply issues to minimise the impact of these on service delivery.
• Support organisational change and wider organisation to ensure efficient service delivery and productivity and compliance with Trust and NHS targets; this could include consultation with staff and promoting new ways of working, implementing new policies and procedures.
• Responsible for developing and motivating staff through effective personal leadership, ensuring views and decisions are communicated both up and down the management structure.

• Manage the implementation of effective systems, control processes and risk management arrangements in the service.
• Support the monitoring of compliance with internal and external governance and best practice requirements in the Service.
• Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service.
• Undertake complaint investigation in conjunction with clinicians.
• Resolution of PALS issues.
• Ensure outcomes of root cause analysis, serious incident investigation, PALS issues are implemented.
• Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service.

• Manage the A&C budget within the service ensuring that expenditure is within agreed limits.
• Manage and monitor performance so that the Service meets its financial and operating targets.
• Manage delegated budget responsibilities for area, ensuring income capture, adherence to agreed budget plans, identifying savings and implementing plans to reduce costs as appropriate.
• Work with the Finance Manager to ensure budgets are up to date and accurate, identify changes to budgets as required.
• Support with the identification of cost pressures, service development and cost improvement plans.
• Support with the development of business cases to meet requirements
• Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes.
• Ensure compliance with Trust standing financial instructions.

• Participate in Trust and Directorate-wide programmes that contribute to the modernisation of patient services.
• Contribute to the strategic development of the Service.
• Identify and ensure service improvement plans are moved forward and delivered with support of DGM/AGM.
• Identify opportunities for service redesign, focusing on a patient centred approach to delivery; contribute to plans which improve and develop services.
• Participate in Trust and area wide programmes that contribute to the modernisation of patient services.
• Investigate processes and define root cause problems in order to support service improvements in line with Trust strategy and modernisation initiatives.
• Provide support in the development and implementation of R&D education and training programmes within the Service.