Head of Business Support and Performance

1 month ago

Kempston, United Kingdom Cambridgeshire Community Services NHS Trust Full time

Lead an efficient and effective administration/business support service that is customer-focused and meets the needs of the service. Lead the development of the Childrens Health Hub, according to changing service needs ensuring maximum responsiveness and efficiency. Lead the introduction of advancing IT and digital technology to enhance service user experience, support the Trust sustainability plan and provide cost efficiencies. Provide professional leadership and management to all administration/business support staff within Bedfordshire and Luton community health services, with an effective and efficient management and supervision structure.

Lead the directorates estate strategy, responding to the highly complex and challenging needs of service and looking for and managing integration opportunities. Working with the ICS to explore the potential to integrate health estate across the system to provide centralised services for children and families, reporting cost efficiencies and risk. Working with PALS to support and oversee the management of formal and informal complaint processes, allocating investigators, ensuring response timeframes are achieved and that any required investigations are of high quality. Respond to complaints and feedback from patients and public, liaising with patients and relatives as necessary, as well as dealing with difficult issues in a sensitive way.

To identify lessons learned from complaints, incidents and other forms of patient and service feedback, and work with Service Director and other senior managers within CCS to facilitate change to improve the quality of services. Pre-empt complaints, establishing and leading systems and staff that can resolve issues promptly and locally before they become formal. Work closely with the Education and Health Care Plan administration team (EHCP) and clinical teams, monitoring local performance against statutory time frames, escalating to Service Managers, Heads of Service and Service director as necessary. Utilise governance reports to oversee performance including timely management of outstanding actions, escalating where necessary.

Use specialist knowledge to assess, analyse, interpret and compare complex information. This will include commercially sensitive data at times. Produce papers and reports as required by the Service Director. Responsible for the management and oversight of the Business Support budget, identifying efficiencies and supporting the achievement of cost improvement strategies.

To lead meetings ensuring that the key priorities and service issues are appropriately represented. To plan, coordinate and manage a variety of meetings and training events for all services, ensuring shared learning. To ensure that frameworks and systems are in place across Bedfordshire services for the appraisal, supervision and personal development of all staff groups. Ensure that the Business Support service contributes to the overall annual plan for the Children and Young Peoples Health Service, which in turn forms part of the overall Trust business plan.

Provide management and leadership to service leads within areas of service responsibility, ensuring implementation of and compliance with policies and procedures. To lead, in conjunction with the business partners and in accordance with local and national policies and procedures, including compliance with Care Quality Commission standards. To take responsibility for ensuring effective demand and capacity models are in place across service areas, to inform workforce plans. To be responsible for ensuring outcome measures are developed and implemented within areas of service responsibility.

To manage own time effectively and delegate appropriate functions responsibly. Ensure patient and public involvement is integral to the planning and delivery of Business Support services. Work closely with representative groups to gain feedback on service delivery issues that can be used to inform changes and developments. Lead and allocate respective leads as required for key workstreams to support the strategic direction of the Trust and wider local Health, Education and Social Care economy.

Be a lead in the achievement of the strategic aims and objectives of Cambridgeshire Community NHS Trust Assess the impact of any new national initiatives and legislation, ensuring successful action planning, implementation and compliance. Responsible for up-to-date written policies, procedures and protocols for Bedfordshire Childrens services in line with the agreed development of the services, within area of responsibility. Responsible for policy implementation (services within post holders portfolio) as well as policy development as required for the CYP directorate. Ensure policies developed improve performance across the Bedfordshire and Luton CYP directorate including within specialist areas.

Advise the Service Director Luton and Bedfordshire services of any opportunities for business or service developme

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