Outpatients Service Manager

Job description

About

DHC is committed to promoting equality, diversity and inclusion. We strive to create an environment where everyone feels valued, respected and able to contribute. We welcome applications from people of all backgrounds and are committed to equal opportunities for all. Our clinics operate Monday to Saturday, and the post holder will participate in a rotational management cover arrangement on Saturdays, 1 in 3. The successful candidate will demonstrate: Strong leadership and people management skills. Experience managing operational performance, quality, governance and service delivery The ability to analyse data and use insight to make evidence-based decisions Experience leading service improvement, transformation or mobilisation projects Excellent organisational skills and the ability to manage competing priorities Strong problem-solving, decision-making and stakeholder management skills A commitment to high-quality patient care, inclusion and continuous improvement JOB SUMMARY The Outpatients Service Manager is responsible for the safe, effective, efficient and patient-centred delivery of DHC outpatient services across multiple specialties and locations. The post holder provides visible operational leadership, translates organisational strategy into deliverable service plans and ensures that quality, performance, workforce, financial and contractual requirements are managed in a coordinated way The post holder leads the Outpatients management team and has overall responsibility for patient pathways, day-to-day service delivery, service development, mobilisation of new services and sites, clinical and corporate governance, workforce planning, stakeholder relationships and continuous improvement. They will work closely with the Director of Services, Medical Director team, clinical leads, corporate teams, commissioners, GP practices, host-site partners, NHS trusts, independent providers and subcontracted clinicians The role requires sound judgement, resilience and the ability to balance competing operational priorities while maintaining oversight of risk and longer-term objectives. The post holder will use data, patient and staff feedback, complaints, incidents, audits and external requirements to identify priorities, make evidence-based recommendations and ensure improvements are implemented and sustained DUTIES AND RESPONSIBILITIES OF THE POST Service leadership and operational management Provide overall operational leadership for outpatient services, ensuring safe, responsive and effective delivery across all sites, specialties and administrative functions Translate Board and organisational objectives into clear departmental plans, priorities, measures and accountabilities Lead the Outpatients management team, establishing effective governance, escalation and communication arrangements and ensuring appropriate management cover Oversee patient pathways from referral receipt to discharge, including pathway elements delivered by subcontractors and partner organisations Monitor demand, capacity, waiting lists, clinic utilisation, productivity, access and pathway risks, taking timely action where delivery varies from plan Act as the senior escalation point for significant operational issues, balancing immediate service continuity with patient safety, experience and organisational risk Ensure business continuity and service resilience arrangements are in place, understood, tested where appropriate and reviewed following disruption Provide clear, accurate and timely reports, assurance and recommendations to the Director of Services, Board and relevant governance groups Performance, data, contracts and financial management Lead delivery against contractual requirements, service specifications, key performance indicators, service level agreements and relevant local and national standards Monitor service performance, identify variation and agree corrective actions with accountable leads Use data and insight to support evidence-based decision-making, service planning and continuous improvement Work with finance, performance analysts and contracting colleagues to support activity planning and forecasting, cost modelling and financial control Manage delegated resources responsibly and identify opportunities to improve productivity, clinic utilisation, value for money and environmental sustainability without compromising quality or safety Support contract reviews and commissioner assurance, ensuring that submissions and evidence are accurate, complete and delivered within required timescales Service development, transformation and mobilisation Lead the development, implementation and evaluation of new outpatient services, pathways, clinic models and delivery locations from concept through mobilisation and business-as-usual handover Develop robust proposals and business cases using evidence on patient need, activity, workforce, estates, digital requirements, clinical dependencies, finance, risk and benefits Provide programme and project leadership for service transformation, mobilisation and improvement initiatives Work with clinical leaders to design pathways that are safe, accessible, efficient and aligned with commissioning intentions and relevant professional or national guidance Lead operational readiness, including workforce, training, equipment, estates, information governance, digital systems, standard operating procedures, communications and partner agreements Promote continuous improvement and appropriate use of technology, automation and digital tools to improve patient access, staff experience, data quality and productivity Ensure changes are evaluated against agreed benefits and that learning is used to refine future service development Quality, governance and risk Ensure outpatient services operate within DHC governance arrangements and relevant legal, regulatory, contractual and professional requirements Work with the Medical Director team and clinical leads to support clinical governance, clinical supervision, audit, appraisal and safe practice for employed and subcontracted clinicians Maintain oversight of departmental risks, controls and actions and escalate risks that exceed local tolerance or require wider organisational support Ensure a planned programme of audit and assurance is delivered, including infection prevention and control, safeguarding, information governance, health and safety, fire safety, carers, accessibility and host-premises assurance as applicable Ensure policies, standard operating procedures and working instructions are current, evidence-based, accessible and embedded in practice Provide management leadership for complaints, concerns, incidents and significant operational events, ensuring proportionate investigation, clear responses, action planning, learning and closure within required timescales Use learning from complaints, incidents, audits, inspections, patient feedback and external reviews to drive measurable and sustained improvement Promote a culture in which staff raise concerns, report incidents, learn openly and understand their individual responsibilities for quality and safety Patient experience, access and engagement Keep patient experience, safety, dignity and equitable access central to operational and strategic decision-making Ensure services meet the NHS Accessible Information Standard and make reasonable adjustments for patients and service users where required Monitor themes from patient feedback, surveys, complaints and concerns, agree actions and communicate improvements to staff and stakeholders Work with partner organisations to support appropriate referrals to us, onward referrals and patient pathway management, ensuring information is shared within agreed timescales and that patients experience coordinated, timely and seamless transitions between services Ensure patient communications are accurate, timely, inclusive and written in clear language People leadership and workforce Provide effective line management, supervision and development for direct reports, setting clear objectives and holding individuals to account for delivery and behaviours Lead workforce planning across Outpatients, ensuring establishment, skill mix, recruitment, onboarding, induction, training, retention, succession and management cover support service requirements Ensure managers address attendance, conduct, capability, performance and employee relations matters fairly, promptly and in line with DHC policies and employment law Create an inclusive, respectful and psychologically safe working environment in which staff understand priorities, contribute ideas and receive regular communication and feedback Coach and develop managers and emerging leaders, supporting effective delegation, consistent management practice and professional development Ensure compliance with mandatory training, appraisal and other workforce assurance requirements Promote equality, diversity and inclusion and ensure workforce and service decisions do not create avoidable barriers or disadvantage Partnerships and stakeholder management Build constructive working relationships with commissioners, GP practices, Primary Care Networks, NHS trusts, independent hospitals, host premises, suppliers, subcontractors and community partners Lead or contribute to contract, quality and performance reviews with external providers, ensuring actions, risks and dependencies are recorded and followed through Represent Outpatients at internal and external meetings, presenting complex or sensitive information clearly and adapting communication to the audience Work across organisational boundaries to resolve pathway issues, improve coordination and develop services closer to patients homes where appropriate Please refer to the job description for full details of the role and responsibilities.