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1. Furthering the Trust’s Governing Objectives

• The post holder is required at all times you are required to promote the Royal Free London NHS Foundation Trust’s (RFL) five governing objectives and participate in achieving relevant aspects of the Five Year Plan.
• Excellent outcomes for patients
• Excellent experience for our patients, staff and GPs
• Excellent value
• Full compliance
• A strong organisation
  • The post holders role in promoting and furthering these objectives will be commensurate with grade and designated responsibilities.

2. Service Delivery, Service Improvement and Excellent Outcomes for Patients

2.1  Support the operations manager in developing service development plans to align national direction/strategies and local priorities, considering the necessary changes in current practice and resourcing implications

2.2  Identify areas of service improvement and opportunities.  Support Operations Manager in developing Quality Innovation Productivity Prevention (QIPP) in the directorate.

3. Performance Management
   • Lead the infrastructure which measures performance within the service / directorate (including RTT reports, waiting lists, discharge summary completion, outpatient new to follow up ratios, diagnostic treatment status, length of stay) Ensure data validation is completed to achieve required national and local RTT targets and milestones.
   • Work across the division to ensure that the emergency access standards are consistently met for all patients.
   • Support the investigation of patient complaints, analysing the issues and identifying any faults in procedures, processes or the treatment of patients and making appropriate recommendations to the Operations Manager and others to avoid future occurrences.
   • Work with the Operations Manager to monitor activity levels including outpatients, diagnostics and inpatients. Develop improvement plans to achieve performance against targets and other imperatives impacting on the Trust.
   • Ensure that all activity is accurately and fully coded thereby ensuring income is maximised and outpatient treatment status recorded for RTT measurement.
   • Participate in monitoring and maintaining compliance with relevant CQC standards.

4.    Communication

• Communicate clearly and effectively with staff to ensure they are kept up to date with divisional business plans and operational requirements.
• Provides complex information regarding performance in a motivational manner which encourages collaborative working in order to deliver against targets.

5. Staff Management
   • To manage administration and support staff employed within service / directorate
   • Manage timely and effective recruitment and retention of staff in conjunction with the Human Resources department.
   • Ensure appraisal is carried out for all staff and training needs are identified with resources.
   • Manage mandatory training levels and ensure that service records are kept up to date.
   • Be responsible for managing absence rates within the staff group.
   • Ensure optimal use of staffing resources and review workforce requirements as required.
   • Ensure staff are aware of and implement Trust policies and procedures and establish and implement local guidelines, policies and procedures as appropriate.
   • Ensure that the Trust's policies on conduct and performance are adhered to and communicated effectively to all staff.
   • Ensure that all staff are working to maintain a healthy and safe working environment.
   • As required, lead on investigations within their own division and support Human Resources to provide independent investigations into complex Human Resource matters in other areas within the Trust.
   • Support medical staff colleagues on recruitment of temporary and permanent medical staff
   • Support the division to implement the staff survey action plan working with the OD Consultant, to raise the profile of the staff survey throughout your directorates to ensure compliance with national targets and genuine improvements in working lives based on local evidence.

6. Patient Flow and Bed Management
   • Work with clinical colleagues and the site management team to facilitate effective bed management including prioritising admissions, facilitating timely discharge, and escalating delays in discharge.
   • Participate in the divisional sit rep and cross organisational information gathering and submission and attend bed meetings as required (Urgent Care Division). Liaise with external organisations when delays identified with transfers to other hospitals.

7. Excellent Experience for our patients, staff and GPs

Support the promotion of World Class care culture and work in a way that is patient-centred, involves service users, responds positively to feedback from user groups and promotes teamwork across services.

• Support the development of the divisional action plan to ensure that there is an effective communication cascade
• Ensure all departmental staff groups are involved in the development and implementation of the QIPP programme and other planned changes
• Ensure that changes to services are fully communicated both within the organisation with staff and patients and with external partners, including GPs, Commissioners.
• Support the development of the patient experience working group as part of the QIPP programme

8.    Business Planning and Management

8.1 To actively promote and protect the business interests of the Royal Free London NHS Foundation Trust with other healthcare organisations and agencies.

• To plan, organise and arrange activities to link with the overall directorate strategy.
• Involved in the development of future policies and planning developments for the directorate.
• Oversee future departmental policies and planning developments for the directorate.
• To support service review and development as required. This will involve process mapping/review, patient and staff involvement in re-engineering, change in practice, skill-mix review, changes in roles and responsibilities.

9.    Financial Budgetary Management

• Be accountable to the Divisional Board for financial performance relating to delegated budgets and the QIPP programme
• Be responsible for budget setting and effectively working within resource constraints.
• Develop the use of patient level costing and service line reporting to support and inform financial management
• Work with IM&T and Planning teams to ensure targets for clinical coding are met to maximise income in line with payment by results (PBR), ensuring clinicians are engaged in the process.
• Oversee financial and activity modelling projects as required in order to complete or contribute to the development of service business cases
• Work with IM&T and Planning teams to ensure targets for clinical coding are met to maximise income in line with payment by results (PBR), ensuring clinicians are engaged in the process.

10. Information Management

• In conjunction with the Divisional Information Partner ensure that all service entities within the management portfolio are provided with high-quality, well-presented and relevant data reports supporting services in understanding operational efficiency, performance against national and local targets, activity and financial performance, and service size, configuration and potential for growth.

11. Quality and Governance

• Participate in monitoring and maintaining compliance with relevant CQC standards.
• In conjunction with the Operations Manager, take part in the development of the annual Quality Innovation Productivity Prevention Programme working on activities to implement it as required.
• Contribute to the achievement of CQUINs relevant to the directorate
• Support the divisional risk and governance team to investigate, plan and implement response to incidences and complaints
• Promote the corporate and clinical governance frameworks within the directorate

12. Represent the Operations Manager

12.1           To represent the Operations Manager or other senior managers as required