Service Improvement Manager

The Service Improvement Manager (SIM) for Emergency Medicine plays a key leadership role in supporting the operational delivery of a dynamic and fast-paced service. The post Holder will provide managerial oversight of administrative teams withinthe Emergency Department and work collaboratively with clinical and non-clinical colleagues to drive service improvements.

This role requires a versatile skillset, including the ability to lead teams, analyse and present data and support with governance processes.

The post holder will work as part of adynamic team in delivering an effective service supporting senior managers and clinicians within Emergency Medicine.

The post holder will provide high level, professional and confidential support to the Senior Manager team under the management of the Assistant Directorate Manager. Ensuring delivery of a high quality, cost effective and efficient service, enabling all opportunities for service improvement to be delivered.

Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Management and Leadership To support the Assistant Directorate Manager to direct, lead and motivate the Directorate, to ensure a high standard of professionalism, efficiency and effectiveness in the delivery of services, ensuring that activity is fully aligned to the business ofABUHB, and is accordance with local and national policy and laws

To support the Assistant Directorate Manager in resource planning, standard setting, performance management, management ofchange and team and individual development as required.

Responsibility for Managing the members of the administrative team within the Directorate.

Communication and Relationships.

To act as contact point for information queries within ED. This includes responding to ad-hoc queries and supporting the Senior Management Team in the development of business plans and service strategies.

To liaise with Directorate teams with the Division and across the Health Board to access other systems/information and ensure continuous development of systems/processes within the department.

Support with governance and concerns management within the department.

Responsible for dealing with first line direct patient queries and concerns. Providing and receiving complex and sensitive information, where persuasive, empathetic and re-assurance skills are required. Resolving the issue at local level and determining the appropriate channels of escalation if unresolved, where appropriate. To undertake investigations into concerns, untoward incidents and disciplinary incidents, providing a comprehensive report of findings to the Assistant Directorate Manager and ensuring each incident is reviewed and managed positively to improve services

Analytical and Judgemental To maintain and continually improving the delivery of patient services through implementation of benchmarking, shared best practice and continuous service development techniques.

Proactively monitor compliance with performance metrics. Liaises with Assistant…