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Lewisham and Greenwich NHS Trust 2.78K subscribers
Main area Outpatients Grade Band 7 Contract Secondment: 12 months (Short term contract) Hours
- Full time
- Flexible working
37.5 hours per week Job ref 197-AO8286 Site Queen Elizabeth Hospital, Woolwich Town Woolwich Salary £49,387 - £56,515 per annum plus HCAS Salary period Yearly Closing 07/06/:59
Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.
Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.
We have recently launched our new vision and values to mark the LGT10 - the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.
Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as "good" or "outstanding" in over three quarters of the services inspected by the Care Quality Commission.
Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.
LGT is a centre for the education and training of medical students enrolled with King's College London's GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.
We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough based boards of the ICIn Bexley, Greenwich and Lewisham.
Job overview An opportunity has arisen for an experienced and motivated Outpatients Systems Manager to provide strategic and operational leadership across a wide range of outpatient and Trust wide information systems.
You will be responsible for the development, management, implementation and continuous improvement of systems that underpin outpatient activity, patient access and experience. Working closely with clinical, operational and digital stakeholders, you will ensure systems are optimised, risks are managed and performance is monitored against key targets, supporting both service delivery and Trust strategic objectives.
You'll play a critical role in shaping how outpatient services operate and improve, directly supporting patient care, access and experience across our hospitals and community settings. This is a high impact role offering the opportunity to lead system enabled transformation at scale.
Main duties of the job Lead the operational management of outpatient systems including e Referral Service (e RS), PAS, clinic build and rescheduling systems, self service kiosks, call centre systems, SMS services, room management and online booking portals.
Plan, implement and coordinate system upgrades, testing, training and user communications, ensuring safe and effective change management.
Develop metrics and intelligence to support productivity, clinic utilisation and patient experience improvements.
Lead on system policies, security, business continuity and information governance requirements.
Contribute to service improvement, digital transformation and project delivery across Outpatients and wider Trust workstreams.
Working for our organisation Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Detailed job description and main responsibilities Job Summary:
To be responsible for providing a customer focused system service to staff who use Trust wide information and outpatient systems. The postholder will be responsible for developing, managing, implementing and maintaining information for all the workstreams and monitoring progress against key targets.
The Outpatients Systems Manager is responsible for ensuring the service is continuously reviewed and monitored effectively to consistently meet its obligations to the Trust and its patients who attend through an Outpatients setting. The post holder will be responsible for meeting both the Outpatient Services philosophies and objectives, and the strategic objectives of the Trust.
Key Result Areas & Performance:
- Responsibility to produce and present monthly and ad hoc reports to the Trust Board
- Meeting with and presenting to groups of Trust Clinicians and GP's to ensure accurate use of national ERS systems both internally and externally.
- To take overall responsibility for the operational management of systems used across Outpatients. These include, but are not limited to:
- Trust PAS
- Trust Clinic Build and Rescheduling software
- Room Management software
- Call Centre software
- SMS Services
- To engage with all relevant stakeholders, internally and externally, medical and non medical in developing a culture of using Outpatient space and resources in a timely manner, promoting an excellent patient experience.
- To develop metrics for monitoring and evaluating all systems and processes to ensure maximum productivity from the outpatient service and create reports for use within the clinical services.
- Work with PALS to develop systems for patient involvement and feedback that allows meaningful action to be taken in response.
- Demonstrate critical thinking, problem solving and decision making skills.
- Communicate effectively at all levels, using persuasive, motivational and negotiating skills. Provide and receive highly complex information and ensure communication is received and understood.
- Proactively identify opportunities and undertake agreed service improvement initiatives in the service, ensuring that a robust change management process is in place.
- Undertake a full range of high quality project management administrative duties.
- Monitor information systems and incidents, analyse, identify and alert any risks and/or issues to the Systems Manager.
- Interpret, analyse and resolve complex problems relating to the use or operation of information systems and follow/development procedures for resolution or escalating problems where required.
- Organise meetings and events including regular project/team meetings and workshops.
- Work as part of the team to build and sustain effective partnerships and relationships with a range of stakeholders.
- Requirement for planning and organisation of the resolution of system support incidents according to priority and other factors including the volume of users affected.
- Be responsible for the planning and implementation of system updates and upgrades and to coordinate tasks in relation to system changes to meet service and Trust requirements.
- Conduct problem analysis to identify root causes of recurring issues and support development of fixes, training or communication packages with other Customer Operations teams.
- Lead on the development of system policies and ensure policies are adhered to ensure support functions comply with relevant security requirements and statutory legislations.
- Lead on the development of change control processes for use within the system support team to record system changes, and ensure processes are adhered to.
- Monitor professional standards of support personnel.
- Lead on the development and maintenance of system level security policies, risk assessments and business continuity plans. . click apply for full job details