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Performance Improvement Manager

4 months ago

Melbourn, United Kingdom East of England Ambulance Service Full time

Job summary

This role will support senior operational and EOC leaders in identifying performance improvement opportunities and delivering improved patient care. Suitable candidates will have significant experience in a strategic leadership role, within a performance driven environment.

The post holder will be familiar with the UK ambulance services and department of health and social care requirements, including strong understanding of the National Ambulance Quality Indicators.

You will have a wide range of experience in identifying potential improvements and leading other managers to deliver those opportunities. Working closely with the Deputy Chief Operating Officers, the post holder will work autonomously across the Trust to ensure that commissioned levels of performance are delivered efficiently and effectively.

Working remotely is supported, but travel across the Trust region will be required; for an informal discussion please contact the appointing manager - details below.

Please note - applicants who have been unsuccessful within the last 3 months need not apply.

Main duties of the job

As a member of the Planning and Performance Team you will be responsible for monitoring service delivery performance and for the co-ordination and implementation of performance improvement strategies across the Emergency Operations Centres, Emergency Operations, EPRR, special operations HART and Patient Transport Services.

The post holder will work autonomously and closely with the Regional Head of Performance and planning, Regional Planning managers and Senior Operational managers across the directorate to ensure that commissioned levels of performance are delivered efficiently and effectively.

The role will lead on performance improvement planning and monitoring, recovery actions and bespoke plans as required.

The role supports financial improvement as well as operational improvement.

About us

Our Trust provides emergency and non-emergency care to patients in the east of England covering the six counties of Essex, Hertfordshire, Bedfordshire, Suffolk, Norfolk and Cambridgeshire.

You get to work in one of the most diverse areas of the country; the bustling capital city is on our doorstep and the bracing North Sea envelopes our shores to the east.

We've got historical cathedral towns and cities, brand new communities, rural broadlands and some of the busiest arteries of road and rail networks, including the M25, A14, M1, M11 and A12, and railway lines from London Liverpool Street out to Cambridge, Norwich, Peterborough, Colchester and Southend.

Here at EEAST, everything we do is underpinned by our five core values: care, teamwork, quality, respect and honesty.

These values guide us to deliver outstanding care to our patient and our communities.

If you share these values, we encourage you to join us.

Job description

Job responsibilities

Lead on implementing the Service Plan to achieve national performance standards, resilience standards, quality standards, targets, and objectives by:

Contributing to strategic thinking on medium to long term performance improvement strategies. Lead on the co-ordination and delivery of operational performance improvement trajectories. Promote the EEAST' agreed vision, values, and organisational goals. Working with Trade unions to modernise working practices to improve efficiency. Work to foster an environment where statistical performance and clinical performance are seen as critically interlinked. Develop a customer focused service delivery culture across the directorate. Contribute to the development of the annual service Contribute to the development and evaluation of EEASTs operational policy and procedures. Assist with the monitoring of the financial performance of the Service Delivery Directorate, and advice on the resource planning budget where necessary. Develop financial improvement plans in areas where needed

Ensuring Service Delivery Performance is achieved by:

Monitor daily operational performance against agreed standards and identify points where intervention is necessary. Monitor contract performance against agreed KPIs across whole directorate. Provide regular reports for the Head of Performance on all aspects of operational performance, providing recommendations for remedial actions required. Liaise effectively with EOC to ensure arrangements are in place to ensure effective distribution of resources across your operational area. Liaise effectively with the Head of Service Delivery to identify, develop and implement agreed service wide performance improvement strategies. Lead on performance recovery initiatives, being accountable for delivery across the service. Formally review sector complex level performance management systems and give written feedback to managers. Liaise with the Business intelligence department to ensure that data is developed and presented in a timely and user-friendly format. Work with the Regional Resource Planning Lead to undertake regular reviews to determine the changes required in Resources in light of changing demand patterns. Collate performance management 'Best Practice' experience from local managers and share this best practice across the organisation. Promote the highest standards of patient care and ensure that Sector teams achieve the objectives of the patient care development strategy. Accountable to Head of Performance for delivery Deputise for the Head of Performance as and when required. Hear disciplinary and sickness hearings as required up to final warning level. Provide leadership and line management for the Regional Resource Planning Lead and the Sector Resource Planning Managers Acting as a coach and mentor to newly appointed managers and as a universal support to established managers. Undertake regular reviews of all direct reports provide constructive feedback on achievements and agreed objectives. This will involve, where appropriate, actively managing any poor performance. Assist Managers in the development of their teams to enhance both individual and collective performance. Coach new managers in performance management skills and act as an expert resource to established managers. Develop and maintain good relationships with key personnel at STPs, ICBs, other emergency services, local authorities, MPs etc. Use internal and external networks to promote the EEAST. Represent the organisation at regional and national forums and promote its image as a professional and progressive service. Promote and ensure best practice employee relations with particular emphasis on communications, equal opportunities, diversity, health & safety, and attendance management. Provide the appropriate escalation for employee relations within the service

Contributing to the delivery of high-quality patient care according to Trust standards, policies, and procedures by:

Positioning and using the EEAST systems and processes to audit and demonstrate clinical care and quality governance as required; Support the Head of Service delivery with the investigation of serious complaints, disciplinary matters, grievances, and Serious Untoward Incidents, providing expert judgement in response. Lead on learning from incidents, identified remedial action and service improvement. Ensure the cascade of learning throughout the service Ensure appropriate support is in place for staff to reflect on performance and be aware of how they contribute to this. Monitor compliance against complaints targets and instigate corrective action as required. Provide advice and guidance to Managers regarding the investigation of serious complaints

Demonstrating dynamic interactions by:

Managing ongoing relationships with external agencies to maintain collaborative working; Engaging with key stakeholders, sector management teams and Trade Unions to optimise service delivery; Demonstrating that the EEAST delivers its contractual obligations and represents value for money; Leading on the engagement with key stakeholders to maximise the Trusts forecasting and planning function, working to identify and maintain relationships, expectations and make improvements. Liaise regularly with the Head of Performance and Head of Service Delivery to assess and plan how strategic plans can be translated into operational delivery plans. Ensure all performance reports and statistics are maintained from the workforce management software, ensuring effective, efficient, and accurate management of data and reporting Ensure compliance with Data Protection and Freedom of Information legislation. Lead on the Trusts Performance Analysis and ensure that supports the delivery of high-quality care and cost-effective patient care. Disseminate information to all relevant parties and take actions within scope as Support dialogue with commissioners regarding performance issues and improvement programmes, ensuring continued engagement and assurance is provided Person Specification

Qualifications

Essential

Master's Degree, equivalent professional qualification and/or substantial demonstrable experience in a similar role or setting.

Skills & Knowledge

Essential

Awareness and understanding of the Trust's purpose and values and of the key objectives set out in the Service Plan. Ability to manage performance and implement quality systems. Proven ability to translate strategic goals into tactical plans and to monitor progress and outcomes Strong awareness of commercial and public sector contract delivery.

Experience

Essential

Substantial strategic management experience in a high-performance environment. Proven ability to improve operational performance at an organisational level. Experience of business planning, objective setting. and performance management processes. Experience of working with Trade Unions and understanding the principles of partnership working.

Desirable

Previous NHS experience.