Revised September 2016 JOB DESCRIPTION 1. JOB DETAILS. Job Title: Service Improvement Manager Whole System Patient Flow Improvement Programme (WSPFIP)

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1 JOB DESCRIPTION 1. JOB DETAILS Job Title: Immediate Senior Officer/Line : Department(s): Division: Whole System Patient Flow Programme (WSPFIP) Programme / Programme Director This job description covers post in the Whole Systems Patient Flow Programme, which is part of the Directorate for Performance and Delivery within Scottish Government. Job Reference: 2. JOB PURPOSE To contribute to the scoping and delivery across NHSScotland of the Whole System Patient Flow Programme, within the Directorate for Performance and Delivery. The post holder will bring expertise and experience in Quality improvement to contribute to the design and delivery of the programme and related projects. This highly complex, multifaceted work will impact on the delivery of all health and relevant partner services in Scotland. It is key to ensuring the delivery of NHS Scotland s Quality ambitions of safe, person centred and effective healthcare and national performance targets are met. Using knowledge, skills and experience of systems and processes in Quality. The postholder will work with NHS, Scottish Government staff and a Technical Partner to support the testing and implementation of the Whole System Patient Flow work including the Proof of Concept Work across NHSScotland, building capability and capacity within NHS Boards in quality improvement science and methodologies and specific tools and techniques in relation to the optimisation of whole system patient flow. In undertaking this role, the postholder will work in a corporate manner in a politically sensitive and sometimes highly contentious environment, contributing to the Directorate for Performance and Delivery s ability to respond quickly to relevant changes in health policy and ministerial priorities, together with the emergent needs within NHSScotland. 3a. DIMENSIONS The Whole System Patient Flow Programme is one of the programmes of work that sits within the Directorate for Performance and Delivery which supports NHS Boards in ensuring the delivery of NHS Scotland s Quality ambitions, Productivity and Efficiency Framework, national HEAT targets and Standards. The Directorate has a significant bearing on how the NHS configures its care and business processes and spends its 10.5bn annual budget. Using international evidence based best practice in quality improvement; there are a portfolio of transformational change programmes and projects that support NHS Scotland in the delivery of key organisational objectives to achieve sustainable improvements in quality, efficiency and productivity. 3b. SPECIFIC DIMENSIONS OF CURRENT WORK To support the Programme Director and team to lead the implementation of Proof of Concept Work with the Technical Partner and Pilot Boards in the application of operations management science at scale to support improving whole system patient flow. The team supports redesign and transformation across NHSScotland and primarily fulfils these functions through: o Scanning to identify opportunities for improving efficiency whilst maintaining or improving quality o Working with NHS Boards and other partners to test new ideas and/or evaluate the impact of applying existing ideas within the Scottish context. o Spreading knowledge about and practical experience of releasing productive opportunities 1 27/06/2013

2 o Championing the use of continuous quality improvement approaches, innovation and wider service redesign techniques as a way of meeting the current financial challenges whilst maintaining or improving quality The Directorate is also responsible for identifying and implementing any national support required to support NHS Boards to sustainably deliver the national HEAT targets and Standards. The post holder will contribute NHS systems improvement expertise to the WSPFP, applying this expertise across a range of NHS specialties and systems as required. The post holder will monitor and influence the planning and financial management by each NHS Board of any allocated WSPFP funds to ensure delivery of agreed outputs from all improvement activity. The post holder will work closely with all levels of NHS staff, including executive staff, clinicians and senior managers. The post holder will work with SG and NHS staff to identify where to focus to achieve the biggest gains in quality, efficiency and productivity. This will involve an ability to apply system improvement expertise, including the knowledge and skills to support teams to use data to improve the quality and efficiency of systems and processes. The Directorate for Performance and Delivery operates with close links to other Directorates within the Scottish Government. The post holder will work in partnership with other national agencies and stakeholders (e.g. HIS, NES,) to ensure areas of crossover are identified and effectively managed. 4. ORGANISATION CHART Deputy Director Delivery Directorate Programme Director Whole System Patient Flow Programme Programme (Vacant Post) 5. ROLE OF THE DEPARTMENT The Directorate for Performance and Delivery is the performance management and improvement function of the Scottish Government Health Directorates and bring together performance management and continuous improvement/support aspects of performance improvement. The Directorate is responsible for the NHS Performance Framework (known as HEAT). The Directorate works with every NHS Board and other stakeholders. The role of the Directorate is therefore outward facing to the NHS. 2 27/06/2013

3 6. KEY RESULT AREAS SCOPING, EVALUATING & RESEARCHING Take a high level view of NHSScotland as a system and be involved in making informed and explicit choices about how to go forward with the Whole System Patient Flow Programme, understanding and experience of applying the full range of improvement and performance philosophies, approaches, methods and tools. Contribute to the adaptation of these approaches to fit the context of the particular problems and identify and take account of the many interdependencies within the healthcare system. This will include: o Identification of the key methodologies that will deliver identified national outcomes, including: the use of data identifying, analysing and interpreting key systems metrics leading the way within the improvement field in adapting improvement methodologies and data interpretation for use within different healthcare contexts to facilitate the improvement of services. This will include the development of novel analytical tools which enable staff to understand and improve healthcare processes and systems. o Facilitating knowledge transfer to individuals within NHS Boards improving capability locally o Developing spread and sustainability strategies for the changes proposed In support of Programme Director as part of the national team alongside a technical partner to scope, deliver and evaluate the proof of concept testing of operations management science to support whole system flow across NHS Scotland. Assimilate information from a range of sources to contribute to the development of Whole System Patient Flow Programme that informs the focus of activities within NHS Boards to improve quality, efficiency and productivity. Contribute to the review and evaluation of developments, emergent thinking and evidence base in health care improvement and design of relevant health services to ensure that work streams reflect current thinking. Contribute to the development of toolkit material and case studies to support boards in the implementation of improvement methodologies and hence redesign of services. Contribute to the overall development and evaluation of both the proof of concept testing and wider programme of work. NEGOTIATING Support NHS Boards to secure broad stakeholder engagement for the Whole System Patient Flow Programme and related projects. This will include working with senior clinicians, senior managers and other key opinion formers within NHS Boards to enable full engagement and commitment in the use of improvement tools and techniques within frontline services. Support the Whole System Patient Flow Programme in monitoring, influencing and approving the use of allocated programme funding, where applicable. Work with National Leads and other colleagues in the Directorate to ensure consistency of approach, whilst ensuring that specific needs of any individual projects are also met. Ability and desire to work as part of a team; listening and learning from others regardless of hierarchies, sharing ideas, engaging in open and honest debate and adapting plans, direction and focus of work based on relevant information and knowledge. Work with other relevant Scottish Government Departments to ensure consistency of messages to NHS Boards re achievement of Quality and Efficiency goals and HEAT targets. Negotiate with other national and regional staff from National Programmes (i.e. NES, HIS) to ensure effective integration of work with regards to common priorities, so as to present a joined up approach to NHS Boards and minimise duplication and conflicting messages. Work with local teams to ensure that improvement is delivered through clinical and managerial teams to support sustainability. MANAGING Support the development of the Whole System Patient Flow Programme Plan, taking a lead on related project plans within this, taking cognisance of the following: o the support required by NHS Boards to enable them to develop programme plans that will deliver required outcomes on time o the implementation and adaptation of the plan in response to NHS Boards progress o the need to prioritise the deployment of resources to NHS Boards which present highest risks 3 27/06/2013

4 Contribute to ensuring clinical redesign adheres to current knowledge with regards to best practice and patient safety Coaching and mentoring local NHS staff to enable their management of improvement work and their personal development Establishing networks to enable and facilitate cross organisational support and learning Deputise for the National Lead as required LEADING Work with National Director and team, Technical Partner and NHS Boards, to develop a spread and sustainability strategy for the key phases of the implementation of the Proof of Concept Work and Whole Systems Patient Flow Programme. Provide on-going improvement and expertise support to local teams, in particular to overcome any barriers that are hindering teams from making progress. Represent the Whole System Patient Flow programme and related projects as agreed Act as a role model and advocate for Whole System Patient Flow Programme, the Directorate of Performance and Delivery and the Scottish Government. Self aware and authentic understands and can articulate own strengths, motivations, patterns, needs and limitations. Able to engage in open and honest discussions of own performance and to use feedback constructively to improve performance. MEASURING Direct and work with the information analyst and Team in the Whole System Patient Flow Programme to develop measures, systems and processes for use within NHS Boards to inform the improvement of healthcare performance Support sites in the development of local measures, robust data and information for improvement, including the collection, analysis, interpretation and use of demand, capacity, activity and queue data to enable system and process improvement that results in the delivery of efficient, high quality healthcare services. Review local performance improvement in line with agreed trajectories to identify sites in need of additional support. COMMUNICATING Support and advise key stakeholders and engage them throughout the lifetime of the implementation of the Whole Systems Patient Flow Programme and Proof of Concept Work. Communicate widely with key stakeholders and regularly with a variety of different sized groups. Regularly deliver presentations to a range of stakeholder groups (regionally, locally and nationally when the latter is required). Communicates appropriately contentious performance information to NHS Boards to ensure improvement activity is appropriately directed. Where appropriate, establish networks for local staff involved in the delivery of front line services both regionally and nationally to focus on the implementation of Whole System Patient Flow Programme priorities. Develop the meetings into action learning sets some of which need to be held nationally. Produce written and verbal reports for the programme. EDUCATING Contribute to the development and delivery of national and regional learning events. Provide ongoing training and development to local NHS teams in redesign tools and techniques and the use of data for improvement. In conjunction with the Technical Partner support NHS Boards in the application of operations management science to local healthcare systems. Contribute to the development of case study and toolkit materials for the Whole System Patient Flow Programme. 7. ASSIGNMENT AND REVIEW OF WORK and DECISIONS AND JUDGEMENTS Guidelines for the work programme of the will be agreed with the Whole System Patient Flow Programme Director and Leads but day-to-day prioritisation and planning of work will be largely self-directed, in line with Scottish Government strategic priorities and the overall Directorate plan. 4 27/06/2013

5 The post holder has a high degree of autonomy and responsibility for anticipating problems for which there is no precedent, and proposing and implementing solutions in line with the overall programme plan. Performance will be reviewed formally by the National Lead, in line with agreed objectives and Personal Development Plan Typical judgements include Regularly review progress and provide updates on Proof of Concept Work with National Programme Director and Team How a particular project resulting from the Whole Systems Patient Flow Programme should be implemented across NHS Boards. Which stakeholders should be involved in any particular project. How to ensure ongoing engagement of identified stakeholders. What risks to the achievement of outcomes (in relation to the Whole System Patient Flow Programme and wider Directorate programmes) exist within NHS Boards and when these are such that they need to be escalated within the Scottish Government structures. 8. COMMUNICATIONS AND RELATIONSHIPS The post holder will liaise with a wide range of parties to encourage, promote and ensure compliance and cooperation with the implementation of the Whole Systems Patient Flow Programme: Internal Frequently with the National Director and Leads to ensure compliance with particular work streams and the policy direction of the Directorate. Frequently with the other members of the Whole System Patient Flow Programme Team and the Directorate for Performance and Delivery. Technical Partner. Regularly with other Scottish Government staff as appropriate. External Frequently to support the local improvement teams, working with NHS Board representatives. Frequently with Senior Clinicians and managers throughout NHS Scotland. Occasionally with NHS Chief Executives and Heads of Operating Divisions. As appropriate with Local Authority representatives, Patient Groups, Voluntary sector organisations Regularly with other national bodies and key stakeholders e.g. NES, HIS, ISD, SRN, MHNA 9. MOST CHALLENGING PARTS OF THE JOB Securing and maintaining complex stakeholder commitment and relationships with people or organisations that may be hostile or threatened by change. Delivering measurable improvements within a complex system, in the midst of ambiguity and conflicting evidence with regards to appropriate ways forward. This includes ensuring that local teams use the overall approach and methodology, whilst facilitating local developments to support the diverse needs of different geographical areas. To influence change at all levels without having direct management responsibility for service delivery. This includes working in a facilitative capacity to overcome blockages that inhibit progress. Keeping up to date with innovations in care processes and systems. Supporting teams to scope out the implementation of various projects and programmes of work arising from the Whole System Patient Flow Programme and mapping the relevance of previous work. Communicating theories and models of change to multiple stakeholders. As a result of the complexity of the work and the need to prioritise sites most in need of support, the post demands flexible working, careful time management and involves significant travel with considerable time spent away from home and office base. 5 27/06/2013

6 10. SYSTEMS Responsible for ensuring that appropriate and accurate records are created, maintained and stored, consistent with Electronic Record Document Management (erdm), Freedom of Information legislation and Scottish Government Health Delivery Directorate policies and procedures at regional level and in support of the national programme, through support staff. SCOTS user, Microsoft outlook, word, excel & PowerPoint. Responsibility to contribute to WSPFIP web site and other key information sources as appropriate. Awareness of Scottish Government Directorate for Performance and Delivery business processes. 11. PHYSICAL, MENTAL, EMOTIONAL EFFORT Physical Effort Extensive travel regularly throughout Scotland and occasionally beyond (driving and/or public transport including flights). This frequently involves early morning and late evening driving in the same day. Delivering presentations and supporting educational events, learning networks and workshops regularly. Occasional requirement to handle promotional material and backdrops. Keyboard skills Mental effort Frequent need to synthesise and quickly understand large amounts of new, complex information including national statistics, Government policies and directives. Ability to grasp underlying theories and methodologies for change and to communicate these effectively to the wide stakeholder group. Constant need for awareness of developments and potential developments in healthcare and the wider political, environmental, societal and technological environment which may impact on current or become a future programme of work. Ability to deliver intellectually sound, and articulately presented, written and spoken reports and hypotheses on a regular basis to a wide range of stakeholders. Ability to quickly and proactively respond to intellectual and practical challenges, with appropriate and effective solutions. Ability to work to tight deadlines and to prioritise conflicting priorities. Substantial concentration abilities for the purposes of reading complex documents, summarising, analysing data and decision making. Emotional Effort Ability to build and maintain relationships with key stakeholders throughout the change process using highly developed interpersonal skills. Application of a high level of emotional intelligence and an understanding of wellbeing across stakeholders Emotional strength to deal with tough negotiations. Ability to motivate staff and deal with staff in a supportive manner. Ability to deal effectively and in a non-confrontational way with challenging behaviour from staff, colleagues and other stakeholders. Able to recognise and be able to cope with the fact that change often involves a degree of uncertainty, particularly where the sought improvement requires new and novel ways of thinking and acting. 12. ENVIRONMENTAL/WORKING CONDITIONS & MACHINERY AND EQUIPMENT Ability to work in multi-disciplinary, open plan office. Ability to work remotely using laptop computer and hand held devices (Blackberry etc). Delivering presentations and running events and workshops regularly. Regular travel throughout the country often extending the working day. Occasional overnight stays are required 6 27/06/2013

7 13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Qualifications Educated to post graduate masters level in a relevant discipline (e.g. management, systems improvement) or have specialist in depth knowledge required for the post gained through extensive experience (E) Qualification or evidence of ongoing learning & development in Operations Management or (E) Experience Experience of working within Health or Social Care setting (E) Experience of using systems/process improvement techniques to deliver improved outcomes (E) Experience of successfully engaging multidisciplinary teams to deliver improved outcomes (E) Experience of using data to understand system problems and improve outcomes (E) Project Management (E) Knowledge Knowledge of the range of system improvement approaches, methods and tools currently in use within healthcare and the strengths/limitations of the different approaches (E) Knowledge of key theory associated to human dimensions of change (E) Knowledge and understanding of Government Health Policy (D) Skills Able to use data to diagnose service problems and evaluate success of improvement actions including: o Able to analyse process/systems using both qualitative and quantitative data (E) o Able to visually and verbally present data in a clear and understandable way that can be used by clinical teams to understand current problems and improve processes (E) o Ability to use dynamic data, including creating and interpreting statistical process control charts and understand common and special cause variation or ability to learn (E) Other Able to work effectively with a range of stakeholders to secure their engagement in system/process improvement work including o Highly developed facilitation, motivational, influencing and negotiating skills with proven experience of using these to enable delivery of key outcomes. (E) o Able to facilitate teams in using a range of improvement methods including current and ideal state mapping, patient experience data and PDSA cycles (E) o Ability to develop and maintain effective, positive relationships with key partners (E) o Excellent written, verbal communication and interpersonal skills including ability to present a wide range of stakeholder groups and to produce high quality written reports. (E) o Ability, experience and judgement to work independently and as part of a team to develop solutions to complex, multifaceted challenges. (E) Evidence of putting services users and carers at the centre of improvement work (E) Self aware and authentic understands and can articulate own strengths, motivations, patterns, needs and limitations. Able to engage in open and honest discussions of own performance and to use feedback constructively to improve performance (E) IT Literate including ability to use outlook, word, excel and PowerPoint. (E) Ability to operate effectively under pressure and to deliver within tight timescales. (E) 7 27/06/2013

8 14. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holder s Signature: Head of Department Signature: Date: Date: HR Department will check job description format and content and then send the job description to the AfC Team HR Representative s Signature: Date: 8 27/06/2013