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Detailed job description and main responsibilities

Main tasks and responsibilities

1. Communication

To communicate complex issues with own staff and other departments, and  represent the service externally working with partners such as other transplant services on joint initiatives.

To attend senior manager and team leader meetings, representing the Transplant service as well as contributing at a personal level.

To undertake regular patient engagement  in order to manage any concerns raised and preventing the escalation of difficulties where possible.

To liaise with clinicians regarding the effectiveness and responsiveness of transplant services, ensuring that there is regular opportunity for feedback and discussion.

To hold regular team meetings with all transplant service staff, ensuring that staff are well informed of trust and local initiatives and developments.

2. Patient/customer care (both direct and indirect)

Putting our patients at the center of the department,.  by designing a comprehensive programme of collecting, reviewing and acting on patient engagement, thereby influencing how the service is run and developed.

To ensure that the service delivers high standards of customer service to the teams and individuals who either use or interact with the service.

To manage informal and formal complaints relating to the service, ensuring that the process is timely, dealt with appropriately, and that learning from issues raised is used to shape improvements, and is fed back directly to the teams involved in delivering the service.

To be accountable for the efficient daily management of the department staff and services, including ensuring that systems are in place to monitor and improve performance.

To ensure that waits for service users are monitored and demand and capacity analysis is undertaken to ensure the correct provision of care can be made for each individual.

To work alongside the clinical teams to ensure that the clinical service and the patient experience is of a high standard. This will include the regular review of patient feedback, risk assessments, and local audit data.

To liaise with the supporting services regarding changes and developments, to ensure that the impact of improvements on other areas can be managed appropriately.

Work with members of the team and service managers and staff from other departments on transformation projects that ensure efficiency and quality improvements across the entire patient pathway.

To liaise with the key support services such as Imaging, medical records and outpatients to ensure that the appropriate level of service provision can be maintained to improve patient journeys.

To provide oversight of all performance management processes, having an overview of key pressures, and driving improvements and changes where needed.

Use own judgement to analyse priorities and operational issues.

3. Policy & Service development

To continually monitor and update all Policies and procedures for the department and ensure compliance throughout the Trust.

To lead the department in the achievement and maintenance of the ISO9001 accreditation.

To develop new policies and guidelines associated with the service where required

To support the strategic development of Transplant services being responsive to any national changes and local intelligence. Leading change within the service working with relevant teams on local and wider plans.

To develop specific business cases relating to Transplant service developments with the Divisional Manager and clinical teams.

To work with members of the team to deliver on-going improvements across the service.

4. Resource management

To manage delegated budget for own department and maintain financial balance.

To appropriately manage service level agreements to ensure quality of service provision and value for money.

To ensure that all staff members with transplant services understand their responsibilities with regards to financial stewardship.

To liaise with directorate accountant on a monthly basis or more regularly if necessary

To liaise with General Manager re budget requirements for each financial year

To identify any possible areas of income generation and efficiency savings while closely monitoring service improvements.

Ensure that there is a focus on data quality within the department and to eliminate data recording issues that might affect both clinical and financial outcomes.

5. People management

To ensure that all staff understand their role in delivering an excellent patient and user experience in all areas of contact with the department.

To be responsible for the recruitment and ongoing development of staff within the department

To ensure that all team members have a meaningful appraisal/personal development plan that includes feedback to the individual from a selection of internal customers and team members

To ensure that all staff within the department undertake the required mandatory training, as well as other training as required

To manage performance issues according to trust policy, working with the Divisional HR team where appropriate

To continuously evaluate training needs of staff and encourage skill mix with a view to job enrichment.

To participate in "on the job" training sessions and identify the need for additional training for existing staff to meet relevant quality standards.

To ensure all team members have a real voice in the development of the service to patients/internal and external customers

To provide a safe and attractive working environment for team members within available resources

To abide by the NHS code of conduct for managers, the Trust’s core behaviours for staff and managers and all other Trust policies including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices and health and safety policies

6. Information management

To oversee the data quality agenda within the department, ensuring that appropriate training, support and monitoring of the teams are in place, and that data validation supports accuracy of information.

Oversight of data to identify trends and to be responsible for making changes to create improvement.

To maintain access targets within government limits, working closely with Information Services and performance teams

To examine Information Systems reports produced regularly and investigate and rectify any errors

7. Research and development

To support the clinical teams in developing and evolving their research portfolios within the wider research strategy, ensuring that research needs are met through annual business planning.

To ensure research opportunities are fully optimised by the department and that the profile of the organisation is grown to include new technologies and innovations that will benefit the transplant patient cohort.

To increase the profile of the transplant service within the national research context.

8. Additional duties

To undertake any other duties commensurate with the grade as requested