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 This is a unique opportunity to drive forward one of the most pressing challenges at GSTT, managing a range of tech-enabled and people focussed workstreams to modernise our infrastructure and deliver better, faster, fairer healthcare through patient communications. The Programme Manager will play an instrumental role in leading and delivering the Trust’s newly founded patient experience initiative ‘Contacting GSTT’, supported by the GST Charity, which aims to transform the way in which the Trust communicates with patients through four key workstreams: Find Information – improving our web experience and introducing new digital pathways for patients to source information that is relevant to their care in an equitable way Manage My Care – enabling Epic EPR capability that allows for patients to book, reschedule, and cancel appointments through a patient portal, providing new routes for self-management Speak to My Service – transforming the way in which we manage inbound calls to ensure patients looking to speak with their services receive an effective and efficient experience Be Treated with Respect – embedding customer excellence standards across our communication routes We are looking for dynamic individuals who are driven to improve the experience of patients through technology, new ways of working, and to ensure improved health equity as we modernise our infrastructure. Main duties of the job · Work closely with the Ambulatory Transformation leadership and senior GSTT leadership to lead and deliver this large scale and complex programme of change across the Trust · Lead on identifying, developing and maintaining stakeholder relationships on behalf of the Contacting GSTT programme. · Work collaboratively across the Trust to devise recommendations for an options appraisal related to transforming how we communicate with patients, with a particular focus on large scale and transformational change in the space of telephony, customer experience training, and operating models. · Oversee the ‘Find Information’ and ‘Manage My Care’ workstreams through their funding lifecycles i.e. project initiation, delivery, mobilisation and evaluation · Support the wider programme team to ensure the programme delivers improvements to patient experience, efficiency of communication routes, impact on health equity, and increased cost efficiency · Identify resources and manage project teams with diligence and rigour · A key aspect of the role will be to ensure appropriate evaluation and metrics are in place to support impact monitoring and milestone achievement. The programme manager will also be responsible for providing reports of progress and outcomes to relevant bodies such as Trust Operations Board, Trust Executive Committee, and the GST Charity. See full details in the Job Description document. Working for our organisation The Ambulatory Transformation Programme (ATP) Team is a growing, dynamic team working across all clinical groups to innovate and improve services. We are looking for dynamic and experienced leaders of change who can harness the innovation and work within a multi-disciplinary team to embed large–scale sustainable change, at pace, whilst demonstrating our values and leading with kindness. Exciting future developments are on the horizon, poised to revolutionise our approach to care delivery. The postholder will work within the Ambulatory Transformation to establish a new programmatic approach to transforming how we communicate with patients, deploying new technologies, optimising existing pathways, and developing a roadmap to modernise our infrastructure. This role is pivotal to the programme's success, ensuring an aligned approach across workstreams and managing a complex matrix of stakeholders. The ATP team is based in the Education Centre on York Road, in Waterloo – with the requirement to travel to our other sites in Waterloo, London Bridge and Chelsea as necessary, providing practical ‘at-elbow’ support to clinical and operational colleagues and ensuring collaborative co-design in pathways and product innovation. Detailed job description and main responsibilities Technical subject matter expertise Provide subject matter expertise (SME) in one or more of the following areas; Project and programme management (including agile methodology) Digital optimisation and transformation (Particularly in the deployment of AI or telephony) Evaluation and Measurement Design Thinking and Experience-based co design Patient and Public Engagement The development and implementation of Target Operating Models Commercial and contracting Lead on the production of effective governance and systems that enable a technology focussed programme to succeed Provide expertise on the adoption, deployment, and evaluation of web-based communication solutions including telephony, Epic MyChart, website optimisation, and generative AI Develop internal and external networks to support the consistency and quality of work aligned to the SME area(s) and maximise our impact and reputation. Expertly present findings and outcomes of the programme to executive level colleagues Programme planning responsibilities Lead the development and utilisation of a strategy, aims and objectives for the ‘Contacting GSTT’ Programme, ensuring alignment with Charity objectives to improve patient experience, the number of successful patient interactions, greater health equity, and reduced cost to serve Where necessary carry out analysis to develop business cases for new areas of work and document and present to relevant authorities using prescribed formats. Lead other members of the programme team in carrying out rigorous project planning, identifying all activities, setting milestones and identifying activity owners. Monitor and track project progress against the programme plan, making adjustments if targets are not met, and providing recommendations for adjusting plans, strategies or programmes to the relevant governance forum. Use project management experience and expertise to continuously improve the approach to project management and delivery. Use knowledge of change lifecycle to plan for and ensure sustainable change on this programme, and consider alignment with wider Trust initiatives (e.g. Admin Safety & other Ambulatory Transformation initiatives) to ensure outcomes of this work complement long term strategic objectives of the organisation Manage programme risks and issues, maintaining logs and communicating escalations clearly Establish the appropriate governance structure for the programme, and mobilise relevant senior stakeholders to sponsor, lead the governance and drive the programme. Manage programme risks and issues, clearly documenting and communicating escalations to senior programme management as required. Work with Programme Leads, Workstream Leads, & Trust Executives to resolve and mitigate challenges. Escalate risks as appropriate to other governing bodies and relevant stakeholders across the organisation and externally. Manage delivery of, dependencies and benefits across the programme Ability to understand and manage a highly complex and large-scale transformation programme, centred around the adoption and optimisation of new technology Identify and capture the detail of all interdependencies between workstreams and across the Programme in the overall plan; ensuring these are managed and progress accurately reported and flagging any risks associated with dependencies. Develop the measurement framework to baseline performance against agreed balanced metrics, track impact of the programmes and monitor the realisation of benefits; conducting primary and secondary research, audits and evaluations where required. The primary benefits of this programme are improved patient experience, increased successful patient interactions, improved health equity, and reduced cost to serve. Develop and implement data collection plans where there are gaps and provide a high level of analysis of large and complex data sets. Be responsible for ensuring data quality required by the programme Programme facilitation, communication and relationship management Lead the design, planning and facilitation of workshops, meetings and events with stakeholders for the programme; ensuring breadth in participation, achieving forum objectives and producing quality outputs. There will be a particular emphasis on codesigning new solutions with patients and continually engaging with relevant special interest groups to ensure they are involved in all stages of the programme. Confidently and coherently present to Trust Operations Board, Trust Executive Committee, Clinical Groups and other relevant forums, including when communicating regular programme updates (incl. risks) to all stakeholders which would involve imparting sensitive and complex information. Build effective working relationships with divisions and other stakeholders using well developed communication skills to negotiate, influence and reach consensus across senior leaders and programme stakeholders. Use negotiation and persuasion skills to gain support for the programme across the breadth of stakeholders, including patients, providers and commissioners. Persuade project boards, governing stakeholders and staff of the importance of the programme, negotiate with Clinical Groups to secure support and resources, motivating them to be involved and provide input where needed. Communicate unwelcome news eg where technologies are not delivering results, and secure change in the face of resistance. Engage with relevant staff in divisions to identify issues with programme delivery and identify improvements that promote standardisation at an organisational level. Ensure transparent patient involvement and continual improvement of patient/carer (customer) experience, working with the Patient and Public Engagement Team where relevant, using the PPIE hub and tools and having a good understanding of the Duty to Involve patients in our programmes. Develop and maintain understanding of organisational goals, culture and constraints relevant to the ‘’Contacting GSTT’’ Programme Patient engagement, experience, and evaluation Play a leading role in recruiting patients who will be continuously engaged with during the development, testing, and validation of the new digital communication pathways Work with relevant workstream leads to engage with special interest groups to be involved in engagement activities so that we ensure developed solutions align with the Trust’s commitment to improved Health Equity Utilise relevant existing patient networks across the Trust and externally to help support consistency and maximise our impact. Maintain close links with the PPIE team during the design and delivery of the programme Engage with an external provider to commission an evaluation on the impact this programme has to health equity Resource management and team responsibilities To provide line management to other members of the Programme team. Provide support to the development of capability for more junior members of the team. Work with the Programme leadership team to ensure projects and programmes are appropriately resourced throughout their lifecycle. Manage the recruitment process of programme team members, working alongside HR as appropriate, ensuring all relevant HR procedures are followed. Plan and allocate staff and other resources for assigned workstream actions, monitoring work allocation and re-allocating as necessary to ensure effective resource utilisation and successful delivery to time, cost and quality. Manage blended transformation and improvement programme teams, including resource from CITI (Centre for Innovation Transformation and Improvement), clinical operational colleagues, external SMEs and other project resources are required. Ensure that workstream leads have clear responsibilities and timescales and are able to track and report delivery. Lead transformation and improvement as well as programme and project management training; supporting, mentoring and modelling best practice to both programme staff and external stakeholders and partners. Lead on capability development, training and growing a community of subject matter experts in relation to areas such as improvement science, Design Thinking, digital transformation, target operating model etc Financial and supplier responsibilities Ensure that project related business plans are underpinned by detailed and robust financial plans through budget planning and negotiation of appropriate budgets. Ensure that any business cases produced in support of investments / disinvestments are in line with Trust policy. Act as the budget holder for responsible areas of the programme, managing, monitoring and reporting on spend against budgets and escalating any issues (in line with financial instructions); ensuring all project and programme resources fall within the agreed spend on resources. Leading the procurement of any services or suppliers that contribute to the delivery of programmes ensuring appropriate sign-offs (including the management of tenders). Manage key supplier relationships from a programme perspective. This should include monitoring against contract KPIs and working with the leadership of the team to escalate performance issues and supporting fast resolution of problems. Following the duration of the funding window, there will be an expectation that appropriate options appraisals and businesses cases will be developed to ensure sustain and scale of programme deliverables where appropriate Programme administration Collaborate on the development and implementation of policies and procedures in relation to the delivery of the programme, which are consistent with Trust standards. Uses a range of IT applications to create high quality and engaging reports and maintain project information in line with best practice and established GSTTways of working. Practice effective document management to ensure appropriate access to a range of audiences. See Job Description for Full Details Person specification Education / Qualifications Essential criteria Educated to masters level and/or demonstrable experience at this level Highly specialist and expert programme management knowledge acquired through a programme-management qualification (such as MSP, PRINCE2, APM) or relevant experience Evidence of recent Continuing Professional Development Advanced skills in evaluation and assessment of patient information from a Health Equity perspective, to facilitate understanding the existing inequities in care we provide, and the impact on inequity of our projects/programmes Experience Essential criteria Significant and demonstrable experience of managing digital transformation and innovation programmes in a complex organisation, including using capability building as part of ‘hands on’ delivery, and in the development and monitoring of output and outcome measures. Technical subject matter expertise skills acquired through demonstrable experience in one or more of the following; • Digital optimisation and transformation • Development, testing, and deployment of AI solutions • Telephony systems and optimisation • Evaluation and Measurement • Patient and Public Engagement Experience of working with external suppliers of digital technologies and managing those relationships effectively for agreed outcomes and timelines Experience of adopting and developing previously untested technologies, working with end-users to improve and iterate the user experience Substantial Experience of managing and delivering across a range of acute hospital activity Comprehensive ability to present complex information in a high impact, understandable and concise manner, drawing on different writing styles including reports and presenting plans, procedures and strategies Responsible for developing and implementing improvement science and programme management policy and methodology across the Trust; contribute to developing and growing communities of practice in these areas and ensuring compliance with these approaches and policies. Significant experience of developing network relationships and working collaboratively effectively Substantial experience of staff leadership and management across programme and / or operational management Experience of designing engagement approaches with patients / end users of a service Skills / Knowledge / Abilities Essential criteria Demonstrable experience to motivate and engage with individuals and teams and to challenge current ways of working and produce innovative solutions and ideas Experience of managing large, multi-stranded budgets from a range of income sources and demonstrable evidence of individual, team, financial, process and change management. Work exceptionally well in highly sensitive and high pressure environments Ability to work flexibly in a fast changing environment, prioritise workloads and resource them in response to changing demands and requirements. Ability to assimilate information quickly and make reasoned judgements whilst under pressure and working to strict deadlines Use advanced analytical and judgement skills including understanding and application of complex statistical and numerical data. Use of IT packages – advanced use of PowerPoint, outlook, excel and word Excellent strategic communication skills (written, oral, presentation, facilitation), networking and negotiation skills with a track record in consistently delivering performance targets and writing complex business cases, policies and change. Excellent interpersonal skills with an ability to manage conflict Strong ability to communicate clearly at all levels with both internal and external stakeholders Excellent report writing skills, with the ability to provide clear and concise management information Well organised, methodical and analytical Ability to plan and organise a varied workload effectively to meet deadlines in the short and long term and react to changing demands and work priorities Full understanding of confidentiality and data protection issues Creative, lateral thinker with an ability to generate solutions A flexible approach to the job with the ability to listen to ideas and respond in order to develop the approach to transformation High level understanding of technologies relevant to the improvement of patient communications including Telephony, Generative AI, or other relevant solutions 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 This post will require a submission for Disclosure to be made to check for any unspent criminal convictions. Further details / informal visits contact Name Scott Vandepeear Job title Senior Innovation Consultant Email address [email protected] Additional information Please contact Scott Vandepeear if you would like to arrange an informal conversation about the role.