Service Manager Urgent and Emergency Care

1.1 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.

1.2 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.

1.3 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.

1.4 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.

1.5 To be responsible for matching capacity to demand and for meeting all national and local targets.

1.6 To evaluate booking and/or waiting lists projects, engaging the appropriate staff and identify all necessary resources.

1.7 To be responsible for working with the Information Services team to design information reports that can assist projects or operational outcomes.

1.8 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.

1.9 To be responsible for ensuring appropriate staffing levels are available on all responsible services and deciding appropriate action where services are not viable.

2.1 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.

2.2 To identify cost improvements, service developments and income generation opportunities.

2.3 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.

2.4 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.

2.5 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.

2.6 To delegate responsibilities to key staff, supporting and developing staff in achieving set targets and responsibilities.

3.1 Assist Head of Service in delivering performance in line with agreed objectives across the Division and including the Key Performance Indicators for the Trust.

3.2 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.

3.3 Pro-actively manage risk, co-ordinating the approach across the Division by working with senior colleagues and the Clinical Risk Department.

3.4 Work with colleagues in the development and implementation of policies, procedures and protocols to assist with service development and delivery.

3.5 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.

3.6 Participate in and pro-actively encourage multi-professional audit projects.

3.7 Respond to complaints, claims and incidents by ensuring that trends are analysed and changes in practice implemented to improve standards.

3.8 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.

3.9 To provide and preserve a positive reputation, providing a clinically credible workforce with a high level of motivation.

3.10 Ensure the users of the service are given appropriate information and that regular satisfaction surveys are performed, and action taken as appropriate.

3.11 To initiate and deliver reports as required on all aspects of divisional business, determining, and seeking input from across the health community as required.

Priority will be given to colleagues identified as at risk through the Trust's redeployment process.

Experience and Knowledge

Education and Qualifications

Key Skills/Abilities

Desirable: - Effective management and leadership of NHS staff