About this role
Job summary
An exciting opportunity has arisen for an experienced operational leader to join the Clinical Support Division of Chelsea and Westminster NHS Foundation Trust as the Deputy General Manager for Patient Access and Outpatients. This role will be cross-site, with time to be spent at Chelsea Harbour as well as both of the Trust's main hospital sites.
Main duties of the job
Accountable to the General Manager, and working in partnership with the Clinical Support Division's senior management team, the Deputy General Manager for Patient Access and Outpatients will oversee the operational delivery, operational performance, financial performance, governance, plus change and business development initiatives across a busy Directorate of roughly 450 administrative and nursing staff working across our two main hospital sites, plus a large admin office at Chelsea Harbour.
The post holder will have the responsibility of leading the directorate's teams, which will include the managers responsible for our services, culture, and performance, and to ensure the efficient and effective delivery of high quality patient centred services, strategic planning, and development and change programmes.
The Directorate is also at the forefront of digital systems and change processes relating to in particular to Outpatients.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Job description Job responsibilities
1. Delivery of safe, high quality Patient Care
In partnership with clinical Directors, Nursing Leads and the General Manager, the DGM will:
Create an environment within the directorate that makes care, safety and patient satisfaction everyones first concern. There will be an emphasis on learning from the results of patient feedback and risk management systems to drive continuous service improvement and the reduction of risk.
Ensure that high quality clinical services are delivered in line with the Trusts Quality Strategy and available financial resources.
Be proactive and innovative in leading the development and implementation of the Directorate Patient/Parent Involvement strategy, ensuring there are mechanisms to seek feedback to help improve/develop services. The post-holder will listen and take action to address concerns identified through a range of tools including the annual patient survey, real time patient feedback systems, PALs and formal complaints, providing regular feedback to patients, parents and staff on action taken with training and support for staff where appropriate.
Focus on staffing and positive culture throughput the directorate.
2. Governance
In partnership with clinical Directors, Nursing Leads and the General Manager, the Deputy GM will:
Actively involve and lead directorate staff in the delivery of Clinical Governance, in accordance with Trust systems, processes and priorities. The Deputy General Manager is expected to participate and lead service reviews (where appropriate) to ensure that care is delivered in line with best practice and actions are taken to ensure any system failures are addressed. The Deputy General Manager, General Manager, plus Divisional quality leads and clinical Directors will work together to organise Directorate clinical governance half days and governance policy boards to ensure the monitoring of trends, dissemination of best practice and learning throughout the Directorate.
Establish, maintain and oversee a system of internal control within the directorate that supports an integrated approach to governance. This will include responsibility for mitigating risks identified in the Assurance Framework, the Risk Register, the Incident Review Register, the annual directorate comprehensive risk assessment and any ad-hoc risk assessments. It will also include ensuring a comprehensive and robust mechanism across the Directorate for reporting on and learning from incidents and complaints that promotes a culture of openness and honesty.
Ensure that directorate responsibilities with respect to external assessments e.g. Risk Management and the Care Quality Commissions Standards are fulfilled.
The Deputy General Manager will support, in partnership with Divisional quality leads and clinical Directors to provide strong clinical leadership to facilitate a robust clinical and research governance culture within the directorate and at a corporate level. This will include the implementation and monitoring of national initiatives, such as NICE guidance and the implementation of the Trusts framework for clinical and non-clinical risk management, untoward incident management and Serious Alert Broadcasts.
Together with the Divisional quality leads and clinical Directors, lead the management of complaints and learning from complaints, SUIs and other incidents. The post-holder will ensure that appropriate action is taken to address issues of concern and prevent recurrence of similar events. The post-holder will be required to communicate sensitive and often contentious information to patients, families and staff, including chairing Local Resolution Meetings.
Interviewer information pack
Initiate and oversee audits and use the results as a tool to monitor service change, development and delivery. Will ensure participation in national audit programmes as appropriate.
Ensure that all incident reviews led by the directorate are undertaken in a timely manner, resultant action plans completed to an agreed timetable with feedback regarding the progress made to the Clinical Governance Trust Executive and staff directly involved.
The post holder is encouraged by the department to attend both personal and professional development activities that assist in their role and the service.
The post holder will be required to actively participate in a periodic performance appraisal, in accordance with the Trust guidelines.
The post holder will be part of the Trusts Senior Manager on Call rota.
Person Specification
Education and Qualifications Essential
Undergraduate degree or equivalent experience Post Grad qualification or commitment to study and CPD including research
Desirable
BSc (Hons) Master of Business Administration (MBA) Quality Improvement (QI), transformation or innovation training
Experience Essential
Broad operational experience, especially if in general radiography, in a senior capacity Leadership qualities Previous management of a large group of staff and service Practical experience of building and motivating teams Good understanding of data and how to use it for planning Extensive experience maintaining budgetary and financial control in a complex environment Undertaken large scale change management within a department Demonstrable experience managing performance metrics e.g. DM01, cancer, etc. Management of sickness and performance related issues with staff
Desirable
Experience managing a multimodality imaging department at senior level e.g. more than 5 different modalities incl. MRI, CT, etc. Preparation of business cases Project management experience at a senior level
Skills and Knowledge Essential
Able to work under own initiative with great organisational skills Knowledge/understanding and ability to implement recruitment and retention techniques Willingness to teach/train A good understanding and demonstration of customer service standards Ability to supervise a senior team of imaging staff Ability to manage a large team (around 100 people) Detailed understanding of patient confidentiality guidelines and requirements Ability to develop and implement policies and procedures Able to deputise for the General Manager at senior meetings, attending/chairing relevant meetings as required
Desirable
Knowledge of modernisation, NHS Digital and other national programmes Up-to-date knowledge of recent developments in imaging technology and software Good understanding of clinical governance in relation to the provision of the imaging Service including QSI Leadership skills Awareness of developments in NHS standards and guidelines Drive for departmental service development, including QI, transformation and/or innovation techniques Willingness to extend role e.g. support in a clinical environment if required
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Chelsea and Westminster Hospital NHS Foundation Trust
Address Cross Site -- Chelsea and Westminster Hospital/West Middlesex Hospital
369 Fulham Road
London
SW10 9NH
United Kingdom
Employer's website https://www.chelwest.nhs.uk/ (Opens in a new tab)