About this role
Job summary
Dorking Healthcare delivers a wide range of NHS outpatient services across Surrey, providing care closer to home for thousands of patients each year. As Outpatients Service Manager, you will lead a large and diverse service, with responsibility for around 90 staff and more than 150 subcontracted clinicians working across multiple specialties and locations.
This is a varied leadership role combining operational management, service development, workforce leadership, quality and governance, performance management and transformation. You will oversee day-to-day service delivery while also leading new service mobilisations, pathway improvements and strategic projects that enhance patient care and access.
We are looking for an experienced, motivated and visible leader who can build strong relationships, analyse data to make informed decisions, manage competing priorities and inspire teams to deliver excellent patient care. You will be comfortable working with clinicians, commissioners, GP practices and system partners, translating ideas into practical solutions and delivering measurable improvements.
In return, you will have the opportunity to make a real difference within an ambitious, innovative and patient-focused organisation. Dorking Healthcare has a strong track record of developing services that bring care closer to home, and we value people who are collaborative, curious, supportive and committed to continuous improvement.
Main duties of the job
As Outpatients Service Manager, you will lead the day-to-day delivery, performance and development of a diverse portfolio of NHS outpatient services across multiple specialties and locations. You will provide leadership to a large multidisciplinary workforce, ensuring services are safe, effective, financially sustainable and focused on delivering an excellent patient experience.
You will oversee operational performance, workforce planning, quality and governance, patient pathways and service improvement initiatives. The role also includes leading service developments, mobilising new services and clinics, working with clinicians and system partners, and using data and insight to support evidence-based decision-making. You'll be expected to identify opportunities for improvement, manage risk, resolve complex operational challenges and ensure services consistently meet contractual and quality standards.
We are seeking an experienced operational leader with a track record of managing healthcare services and delivering results in a complex environment. You will be a confident communicator who can build strong relationships with clinicians, staff, commissioners and partner organisations.
If you are looking for a role where you can lead, influence, develop services and help shape the future of community-based healthcare, we would love to hear from you.
About us
Dorking Healthcare (DHC) is a CQC-rated Good healthcare provider delivering a wide range of NHS services across Surrey and Sussex. We are passionate about improving access to care, reducing waiting times and providing excellent patient experiences. Our outpatient services continue to grow and evolve, creating opportunities for innovation, service improvement and professional development.
As an agile organisation, we can make decisions quickly, embrace new ideas and give our teams the opportunity to make a real difference. You will be joining a friendly and collaborative management team that works closely together to support each other, solve problems and continually improve the services we provide.
We value individuals who take ownership, seek solutions and are motivated by making a positive difference for patients and colleagues. A positive, "can-do" attitude, strong teamwork and a commitment to continuous improvement are at the heart of how we work.
Benefits:
Competitive salary Membership of the NHS Pension Scheme 27 days annual leave plus bank holidays, increasing with length of service Access to an Employee Assistance Programme Ongoing training, development and career progression opportunities Opportunities to lead and contribute to service development and transformation projects Free onsite parking at some locations (subject to availability)
Job description Job responsibilities
DHC is committed to promoting equality, diversity and inclusion. We strive to create an environment where everyone feels valued, respected and able to contribute. We welcome applications from people of all backgrounds and are committed to equal opportunities for all.
Our clinics operate Monday to Saturday, and the post holder will participate in a rotational management cover arrangement on Saturdays, 1 in 3.
The successful candidate will demonstrate:
Strong leadership and people management skills. Experience managing operational performance, quality, governance and service delivery The ability to analyse data and use insight to make evidence-based decisions Experience leading service improvement, transformation or mobilisation projects Excellent organisational skills and the ability to manage competing priorities Strong problem-solving, decision-making and stakeholder management skills A commitment to high-quality patient care, inclusion and continuous improvement
JOB SUMMARY
The Outpatients Service Manager is responsible for the safe, effective, efficient and patient-centred delivery of DHC outpatient services across multiple specialties and locations. The post holder provides visible operational leadership, translates organisational strategy into deliverable service plans and ensures that quality, performance, workforce, financial and contractual requirements are managed in a coordinated way
The post holder leads the Outpatients management team and has overall responsibility for patient pathways, day-to-day service delivery, service development, mobilisation of new services and sites, clinical and corporate governance, workforce planning, stakeholder relationships and continuous improvement. They will work closely with the Director of Services, Medical Director team, clinical leads, corporate teams, commissioners, GP practices, host-site partners, NHS trusts, independent providers and subcontracted clinicians
The role requires sound judgement, resilience and the ability to balance competing operational priorities while maintaining oversight of risk and longer-term objectives. The post holder will use data, patient and staff feedback, complaints, incidents, audits and external requirements to identify priorities, make evidence-based recommendations and ensure improvements are implemented and sustained
DUTIES AND RESPONSIBILITIES OF THE POST
Service leadership and operational management
Provide overall operational leadership for outpatient services, ensuring safe, responsive and effective delivery across all sites, specialties and administrative functions Translate Board and organisational objectives into clear departmental plans, priorities, measures and accountabilities Lead the Outpatients management team, establishing effective governance, escalation and communication arrangements and ensuring appropriate management cover Oversee patient pathways from referral receipt to discharge, including pathway elements delivered by subcontractors and partner organisations Monitor demand, capacity, waiting lists, clinic utilisation, productivity, access and pathway risks, taking timely action where delivery varies from plan Act as the senior escalation point for significant operational issues, balancing immediate service continuity with patient safety, experience and organisational risk Ensure business continuity and service resilience arrangements are in place, understood, tested where appropriate and reviewed following disruption Provide clear, accurate and timely reports, assurance and recommendations to the Director of Services, Board and relevant governance groups
Performance, data, contracts and financial management
Lead delivery against contractual requirements, service specifications, key performance indicators, service level agreements and relevant local and national standards Monitor service performance, identify variation and agree corrective actions with accountable leads Use data and insight to support evidence-based decision-making, service planning and continuous improvement Work with finance, performance analysts and contracting colleagues to support activity planning and forecasting, cost modelling and financial control Manage delegated resources responsibly and identify opportunities to improve productivity, clinic utilisation, value for money and environmental sustainability without compromising quality or safety Support contract reviews and commissioner assurance, ensuring that submissions and evidence are accurate, complete and delivered within required timescalesService development, transformation and mobilisation
Lead the development, implementation and evaluation of new outpatient services, pathways, clinic models and delivery locations from concept through mobilisation and business-as-usual handover Develop robust proposals and business cases using evidence on patient need, activity, workforce, estates, digital requirements, clinical dependencies, finance, risk and benefits Provide programme and project leadership for service transformation, mobilisation and improvement initiatives Work with clinical leaders to design pathways that are safe, accessible, efficient and aligned with commissioning intentions and relevant professional or national guidance Lead operational readiness, including workforce, training, equipment, estates, information governance, digital systems, standard operating procedures, communications and partner agreements Promote continuous improvement and appropriate use of technology, automation and digital tools to improve patient access, staff experience, data quality and productivity Ensure changes are evaluated against agreed benefits and that learning is used to refine future service developmentQuality, governance and risk
Ensure outpatient services operate within DHC governance arrangements and relevant legal, regulatory, contractual and professional requirements Work with the Medical Director team and clinical leads to support clinical governance, clinical supervision, audit, appraisal and safe practice for employed and subcontracted clinicians Maintain oversight of departmental risks, controls and actions and escalate risks that exceed local tolerance or require wider organisational support Ensure a planned programme of audit and assurance is delivered, including infection prevention and control, safeguarding, information governance, health and safety, fire safety, carers, accessibility and host-premises assurance as applicable Ensure policies, standard operating procedures and working instructions are current, evidence-based, accessible and embedded in practice Provide management leadership for complaints, concerns, incidents and significant operational events, ensuring proportionate investigation, clear responses, action planning, learning and closure within required timescales Use learning from complaints, incidents, audits, inspections, patient feedback and external reviews to drive measurable and sustained improvement Promote a culture in which staff raise concerns, report incidents, learn openly and understand their individual responsibilities for quality and safety
Patient experience, access and engagement
Keep patient experience, safety, dignity and equitable access central to operational and strategic decision-making Ensure services meet the NHS Accessible Information Standard and make reasonable adjustments for patients and service users where required Monitor themes from patient feedback, surveys, complaints and concerns, agree actions and communicate improvements to staff and stakeholders Work with partner organisations to support appropriate referrals to us, onward referrals and patient pathway management, ensuring information is shared within agreed timescales and that patients experience coordinated, timely and seamless transitions between services Ensure patient communications are accurate, timely, inclusive and written in clear languagePeople leadership and workforce
Provide effective line management, supervision and development for direct reports, setting clear objectives and holding individuals to account for delivery and behaviours Lead workforce planning across Outpatients, ensuring establishment, skill mix, recruitment, onboarding, induction, training, retention, succession and management cover support service requirements Ensure managers address attendance, conduct, capability, performance and employee relations matters fairly, promptly and in line with DHC policies and employment law Create an inclusive, respectful and psychologically safe working environment in which staff understand priorities, contribute ideas and receive regular communication and feedback Coach and develop managers and emerging leaders, supporting effective delegation, consistent management practice and professional development Ensure compliance with mandatory training, appraisal and other workforce assurance requirements Promote equality, diversity and inclusion and ensure workforce and service decisions do not create avoidable barriers or disadvantagePartnerships and stakeholder management
Build constructive working relationships with commissioners, GP practices, Primary Care Networks, NHS trusts, independent hospitals, host premises, suppliers, subcontractors and community partners Lead or contribute to contract, quality and performance reviews with external providers, ensuring actions, risks and dependencies are recorded and followed throughRepresent Outpatients at internal and external meetings, presenting complex or sensitive information clearly and adapting communication to the audience Work across organisational boundaries to resolve pathway issues, improve coordination and develop services closer to patients homes where appropriate
Please refer to the job description for full details of the role and responsibilities.
Person Specification
Qualifications Essential
Educated to degree level or able to demonstrate equivalent senior operational management experience. Evidence of continuing professional development relevant to healthcare leadership, service management or operational delivery.
Desirable
Postgraduate qualification or recognised management/leadership qualification. Relevant project, quality improvement or change management qualification.
Attributes Essential
Patient-centred and committed to safe, high-quality care. Visible, approachable and credible leader. Calm, resilient and able to exercise discretion in sensitive situations. Outcome-focused, organised and accountable. Collaborative while willing to challenge constructively. Committed to equality, inclusion, learning and continuous improvement. Flexible, reliable and trustworthy.
Knowledge Essential
Understanding of NHS structures, patient pathways, operational performance and the relationship between quality, access, workforce and finance. Knowledge of clinical and corporate governance, including complaints, incidents, safeguarding, risk, audit, health and safety, infection prevention and information governance. Understanding of UK GDPR, the Data Protection Act 2018 and Caldicott principles. Understanding of effective people management, employment practice and inclusive leadership. Knowledge of service improvement, change management and project delivery principles. Understanding of equality, reasonable adjustments and accessible service delivery.
Desirable
Knowledge of NHS e-Referral Service and SystmOne or comparable electronic patient record and referral systems. Knowledge of outpatient commissioning, contracting and relevant national guidance or standards. Understanding of digital clinical safety and data quality assurance.
Experience Essential
Substantial operational management experience in healthcare or a similarly complex, regulated, customer-facing service. Experience leading multiple teams or services through managers, with responsibility for performance, workforce and service delivery. Experience managing patient pathways, access, demand and capacity, waiting lists or comparable workflow-based services. Evidence of delivering service improvement, transformation or mobilisation from planning through implementation and evaluation. Experience of complaints, incidents, risk management, audit and governance processes. Experience of workforce planning, recruitment, performance management, attendance management and organisational change. Experience building effective relationships with clinicians, commissioners, partners, suppliers or subcontractors. Experience analysing performance and financial information and presenting clear recommendations to senior leaders.
Desirable
Senior management experience in NHS outpatient, community or elective services. Experience of contract management, business cases, budget management or service-line financial planning. Experience supporting CQC or other external assurance and inspection activity. Experience managing services delivered across multiple sites or through host premises.
Skills and aptitudes Essential
Highly developed leadership, communication, influencing and relationship-management skills. Ability to make sound decisions under pressure, manage competing priorities and maintain oversight of detail and strategic objectives. Strong analytical skills, with the ability to interpret complex information, identify risk and turn findings into practical action. Ability to write clear reports, business cases, policies, standard operating procedures, briefings and sensitive correspondence. Effective financial and resource-management skills. Strong project, change and service-improvement capability. Ability to lead difficult conversations, negotiate solutions and manage conflict constructively. High level of digital literacy, including Microsoft 365 applications and operational reporting tools. Able to travel independently between DHC sites as required.
Desirable
Advanced Excel, Power BI or equivalent data-visualisation/reporting skills. Formal quality improvement or project management methods.
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 Dorking Healthcare Ltd.
Address Dorking General Hospital
Horsham Road
DORKING
Surrey
RH4 2AA
United Kingdom
Employer's website https://dhcclinical.co.uk/ (Opens in a new tab)