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 The Deputy Service Manager (DSM) will support the Service Manager in the effective delivery of the service in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The DSM will be responsible for the day to-day running of the service and lead on delivery against all key performance areas including finance, access targets and productivity, as well as improvement projects and service developments. The DSM will provide line management for a busy administrative team, and support management of junior doctors across the division. Main duties of the job Operational Performance Management Management and Leadership Quality, Risk and Governance Financial Management Strategy, change and service improvement Working for our organisation 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 – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation. We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services. Royal Brompton and Harefield hospitals joined Guy’s and St Thomas’ in February 2021 and is the largest specialist heart and lung centre in the UK and among the largest in Europe. 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 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. Detailed job description and main responsibilities Operational Performance Management • Plan and oversee the day to day organisation of all administrative staff within the department, this will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management. • Plan and organise the administrative service within the department, setting the goals of the administrative service in order to fit in with the demands of the consultant’s timetables. • Develop and write policies and standardised procedures within own work area. • Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service. • Ensure that effective systems are in place to maintain service delivery in the event of staff absences • Exercise delegated authority on behalf of the Service Manager, Clinical leads and Matrons to resolve day-to-day management issues within the service, organising and reallocating work where situations change due to variations to the work load and staffing availability. • Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed. • Manage the analysis of data so the senior management team have access to timely and accurate information on all key performance indicators. • Develop thorough understanding of all areas within the department including management of pathways and the use of clinical IT systems. • Deputise for the Service Manager when required at departmental, internal Trust and external meetings. • Responsible for resolution of day-to-day performance issues. • Assist the Service Manager with day-to-day administrative tasks to support the clinical team, including leave management and rotas. • Arrange and plan certain key meetings, taking accurate minutes when required. • Support the management team by preparing presentations. • Deal with telephone calls relating to the service, ensuring that patients and relatives are communicated with sensitively and effectively and issues are dealt with promptly and efficiently. • Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service. Management and Leadership • Day to day managerial responsibility for all administrative and clerical staff supporting the service. • Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development. • Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service. • Ensure all staff comply with relevant Trust policies and procedures. • Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery. • Recruit and locally induct A&C staff in line with Trust policies and procedures. • Oversee medical rotas at both junior and consultant level. Quality, Risk and Governance • Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service. • Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services. • Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service. • Delegated authority to undertake complaint investigation where appropriate. • Delegated authority to resolve PALS issues and implement outcomes of root cause analyses, serious incident investigations and PALS issues. Financial Management • Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. • Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. • Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. • Ensure compliance with Trust standing financial instructions. Strategy, change and service improvement • Responsible for the design and implementation of audits in collaboration with the Service Manager. • Undertake specific service improvement actions under supervision of the Service Manager. • Support the delivery of agreed change and service improvement projects and initiatives. • Provide support in the development and implementation of R&D education and training programmes within the Service. Financial Management • Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. • Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. • Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. • Ensure compliance with Trust standing financial instructions. Strategy, change and service improvement • Responsible for the design and implementation of audits in collaboration with the Service Manager. • Undertake specific service improvement actions under supervision of the Service Manager. • Support the delivery of agreed change and service improvement projects and initiatives. • Provide support in the development and implementation of R&D education and training programmes within the Service. Person specification Experience Essential criteria Evidence of supporting successful project and / or operational performance and improvement; including the development and monitoring of output and outcome measures. Operational experience in supporting specific services including design, development, implementation and management of change in a multi-professional environment Experience of administering budgets and demonstrable evidence of individual, team, financial, process and change management. Desirable criteria Managing Consultants and junior doctors Knowledge Essential criteria Knowledge and understanding of the changing NHS environment. Knowledge of 18 weeks and Diagnostic waiting times Skills Essential criteria Effective communication skills both written and verbal including formal presentation skills, influencing and negotiating Use analytical and judgement skills including understanding and application of complex statistical and numerical data. Organisational skills and the ability to prioritise, meet deadlines and delegate effectively. 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." Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Natasha Ahmed Job title Service Manager Email address [email protected] Telephone number 07971844093