Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview An exciting opportunity has arisen within the Evelina London International & Private Patients (IPP) team to recruit to the role of Deputy Head of International and Private Patients. The post-holder will lead on the development of a portfolio of private services within the Evelina London Clinical Group. They will work in close collaboration with clinical, financial and operational teams, marketing and cross-cutting business development functions to develop and implement a robust growth strategy for these services. They will act as bridge between the Evelina London Clinical Group and GSTT’s central private patient team, ensuring a fully aligned approach to business development and all interrelated activities. Main duties of the job The role will provide senior leadership to operational and administrative teams within the IPP service. In conjunction with their team of operational managers, the successful candidate will lead and deliver service improvement and transformation projects which will improve the quality, access and experience of private healthcare for all service users within the hospital. They will demonstrate exceptional communication skills to work effectively at all levels across the clinical group; building effective collaborative structures and relationships in complex clinical areas and alongside busy NHS services and operational demands. Experience of commercial, international and private patient services is desirable but not essential for this role. The ideal candidate will have a strong background in delivering on service improvement, operational delivery, staff management, complex stakeholder management and the ability to work well within a large multidisciplinary team. They will have strong commercial acumen and be driven to learn and innovate within a fast-paced, customer service focused environment. They will be committed to working cross-culturally, to learning more about the diverse patient groups referred to the Evelina London and to ensuring services are designed and adapted to meet the needs of these populations. Working for our organisation Private patient activity within the clinical group takes place at Guy’s Hospital, St Thomas’ Hospital, Evelina London Children’s Hospital and Evelina London community facilities. Key locations for the delivery of private patient activity include: • The award winning Evelina London Children’s Hospital which enjoys an international reputation for clinical excellence resulting in complex UK and international private patient referrals increasing significantly in recent years. • The Westminster Private Maternity Suite located on the 12th floor of St Thomas’ Hospital. • The Assisted Conception Unit (ACU) which is located on the 11th floor of Tower Wing of Guy’s Hospital and enjoys an international reputation. This service offers private fertility services to both UK and international patients. • Outpatient facilities located on the St Thomas’ campus in Westminster Bridge Private Consulting Rooms, Wimpole Street Diagnostics Facility in the Harley Street Medical Area, and at Royal Brompton Hospital. Evelina London is proudly part of GSTT. Following the merger of GSTT and Royal Brompton & Harefield NHS FT in February 2021, private patient services within the combined trusts have merged to create the largest private patient teams within the NHS. Detailed job description and main responsibilities The post-holder will work in partnership with consultants to develop their private practice, acting as a primary contact for consultants within their portfolio of specialities and delivering proactive account management services in order to improve consultant engagement and develop new commercial opportunities. A key responsibility will be the line management and operational oversight of operational managers and administrative teams working in private services, working in partnership with Directorate Management Teams and operational leadership. The post-holder will identify new business development opportunities and provide project leadership for the development of these services, leading on stakeholder engagement and service design. They will lead on private patient business planning for their services, including the preparation of any revenue or capital investment cases required to support growth. They will regularly review the quality of current private patient services, benchmarking against competitors and reporting on patient and stakeholder feedback. They will work with operational and clinical colleagues to identify and implement opportunities for service improvement. They will act as a key link between Evelina clinical group services and GSTT’s private patient team, ensuring clinical group services receive the support required from central teams and that the approach within the clinical group is fully aligned with trust-wide PP strategies and appropriately communicated. They will ensure central, supporting functions (including marketing, international, financial and central business development teams) are fully engaged in the preparation of business development plans, with budgeting and resourcing agreed in advance. They will be a member of the trust’s wider PP business development team, attending all appropriate meetings and with a secondary reporting line to the Associated Director of Marketing & Business Development. Objectives for the role will be agreed after appointment, but are likely to include: • To build a reliable international a referral pipeline, activity base and business model, that delivers against plan and secures significant growth and investment, including revenue and capital business cases, to secure expanded services and facilities; • To improve cross-site working of paediatric services delivered at RBH site, including the operational oversight, joint business development initiatives and improved collaboration with NHS clinical teams delivering such services; • To grow private patient income whilst maintaining and / or improving current levels of profitability; • To improve consultant engagement in private practice, increasing the number of consultants who regularly practice privately at Evelina London and launching new services in response to demand; • To work pro-actively with colleagues across the combined GSTT PP teams (these include GSTT Adult services, women’s services located outside of the Evelina London, as well as services at Harefield Hospital and Wimpole Street) to fully leverage the strengths of the combined teams. Business planning • Engage with internal and external stakeholders to implement and further develop our medium to long term strategy for the sustainable growth of International and UK private patient activity within the group. • In partnership with clinical services and directorate management teams, prepare and agree annual business plans and budgets that are consistent with the strategic plans and priorities of the group and directorates. • Ensure all business planning, new service development and investment is underpinned by detailed demand and capacity planning including assumptions, risks and benefits. • Identify new business development initiatives, in line with the agreed strategy, and work with directorate management teams to write and implement associated revenue and capital investment cases. Leadership • Demonstrate exceptional communication skills to work effectively at all levels across the group building effective collaborative structures and relationships in complex clinical areas and alongside busy NHS services and operational demands. • Exercise a significant level of judgement in managing and developing a challenging area of group activity. • Effectively influence colleagues external to the group and in other directorates and organisations; positively influence private and international patients’ service design and delivery across the trust. Business development • Research the market (internally and externally) and identify business growth opportunities. • Track performance e.g. profitability, patient satisfaction, consultant satisfaction and other KPIs as agreed, and allocate resources effectively. • Facilitate high-level analysis of consultant satisfaction on an on-going basis • Lead on the engagement and retention of consultants through successful relationship management. • Responsible for benchmarking Evelina London commercial services against other providers ensuring a quality service is delivered. • Attend speciality team meetings and host regular forums, directly engage with clinicians and other staff, to seek out support for new opportunities. • Seek out and establish new private patient services, developing comprehensive business cases and working closely with clinicians and staff to establish. • Take a delegated leadership role in relationships with existing and private patient partners, coordinating closely with colleagues within the wider private patient team; • Carry out market analyses and subsequent opportunity analysis including feasibility study, Strategic Outline Case and Full Business Case for specific commercial or private practice areas. • Lead the development and implementation of the Annual Business Development plan, (focused on current business retention and future business growth) for a portfolio of private services and deliver on defined targets including an overall communication strategy to all stakeholders. • Contribute to maintaining a database of opportunities and associated intelligence relating to our local competitors and markets • Work with marketing to ensure relevant publicity materials are up to date and accurate and are aligned with private patient corporate and strategic messages. • Lead on the development of a program of marketing and engagement activities for key referrers- including embassies and referral agents. Management • In partnership with the DMTs, Evelina Directors and Service managers, lead on preparing the annual commercial business plans. • Present commercial performance regularly to Directorate DMTS and clinical service leadership. • Champion commercial activity and commercial policy across Evelina ensuring financial transparency at all times, and developing clear, agreed mechanisms for benefit sharing and incentivisation (including finance) across directorates and clinical teams. ▪ Identify any additional skills and resources required to deliver business growth. This may include a business case for additional roles which the post holder may line manage or other structural changes required. ▪ Managing direct line reports- ensuring clear objectives are set and agreed too for all roles and their respective areas of responsibility. Financial and performance management • Ensure appropriate analysis and presentation of activity and performance data, providing high quality management information and briefing reports to the various stakeholders across the group and trust. • Ensure monthly forecasting of activity and income, escalating concerns and managing income risk within agreed frameworks. • Ensure identification and reporting of all appropriate KPIs to monitor high quality service delivery, consistent reporting of complaints and proactive collection of feedback from service users and referrers. • Manage relevant commercial budgets against control targets. • Work with colleagues within finance teams to agree and negotiate tariffs with insurers, embassies and self-funding markets. • Develop and agree new tariff items (ensuring appropriate benchmarking and cost/ delivery analysis is completed). Service delivery and development • Identify solutions to problems and propose and implement change where required, ensuring our private patient offer is sustainable, excellent in both clinical care and customer service, with reliable capacities and clear pathways etc. • Lead and deliver service improvement and transformation projects within agreed timeframes, targets and governance structures. • Develop and manage the implementation of systems, control processes and risk management arrangements to support monitoring of compliance with clinical governance standards, other Trust-wide policies and processes and best practice requirements. • Ensure and manage the resolution of complaints and issues from patients, staff, suppliers, other internal and external service providers and partner organisations in a timely and appropriate manner in line with Trust policy, procedures and service delivery values and priorities. Workforce management and development • Ensure all plans and business cases take appropriate account of workforce plans in terms of necessary staffing levels and skill mix. • Assist in the development of core communication and messaging to improve understanding of private practice activity and how it fits into service, directorate and group objectives. • Develop and coach senior clinicians and managers in the knowledge and understanding of private and international clinical practice building skills, support and momentum across the group. • Work with group and trust workforce colleague to ensure appropriate payment models for private patient activity in line with trust policy, seeking opportunity and agreement to test and develop new ways of working. Person specification Qualifications Essential criteria MBA marketing/management/business or the equivalent in relevant management exposure Desirable criteria Post Graduate marketing or management qualification Experience Essential criteria Commercial healthcare experience in public or private sector. Experience of developing business plans and programme/project management programmes resulting in positive value for money outcomes. Working in teams and management of HR issues. Budget Management. Evidence of delivering successful strategic and commercial performance management and clearly demonstrating improvement in the quality of service delivery; including business case preparation, service initiation, contract negotiation, and the development and monitoring of outcome and output measures Desirable criteria Proven track record in the delivery of new business. Proven track record in relationship management and repeat business Skills Essential criteria Sound financial management skills, able to effectively manage budgets. Ability to be adaptable and to develop innovative commercial offerings. Problem solver – flexible and pragmatic approach to problem solving within confirmed working practices. Clear communicator- Excellent oral and written communication skills with ability to work with all levels of staff. Consultative in approach with exceptional influencing skills Ability to collaborate constructively with internal and external partners to create the conditions for successful partnership working Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Rory Mannion Job title Head of International and Private Patients Email address [email protected] Additional information For informal discussions about the role please contact Rory Mannion- Head of International and Private Patients.