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Programme Manager | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 20 January 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £70,387 - £80,465 inc. HCA |
| Hours: | Full time |
| Closing date: | 19 February 2025 |
| Location: | London, SE1 7NJ |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 6929245/196-COF10580-T |
Summary
This is a unique opportunity to drive forward one of the most pressing challenges at Guys' & St Thomas' NHS Foundation Trust, managing a range of tech-enabled and people focussed workstreams to modernise our infrastructure and deliver better, faster, fairer healthcare through patient communications. The Programme Manager will play an instrumental role in leading and delivering the Trust’s newly founded patient experience initiative ‘Contacting GSTT’, supported by the GST Charity, which aims to transform the way in which the Trust communicates with patients through four key workstreams:
• Find Information – improving our web experience and introducing new digital pathways for patients to source information that is relevant to their care in an equitable way
• Manage My Care – enabling Epic EPR capability that allows for patients to book, reschedule, and cancel appointments through a patient portal, providing new routes for self-management
• Speak to My Service – transforming the way in which we manage inbound calls to ensure patients looking to speak with their services receive an effective and efficient experience
• Be Treated with Respect – embedding customer excellence standards across our communication routes
We are looking for dynamic individuals who are driven to improve the experience of patients through technology, new ways of working, and to ensure improved health equity as we modernise our infrastructure.
· Work closely with the Ambulatory Transformation leadership and senior Guys' & St Thomas' NHS Foundation Trust leadership to lead and deliver this large scale and complex programme of change across the Trust
· Lead on identifying, developing and maintaining stakeholder relationships on behalf of the Contacting Guys' & St Thomas' NHS Foundation Trust programme.
· Work collaboratively across the Trust to devise recommendations for an options appraisal related to transforming how we communicate with patients, with a particular focus on large scale and transformational change in the space of telephony, customer experience training, and operating models.
· Oversee the ‘Find Information’ and ‘Manage My Care’ workstreams through their funding lifecycles i.e. project initiation, delivery, mobilisation and evaluation
· Support the wider programme team to ensure the programme delivers improvements to patient experience, efficiency of communication routes, impact on health equity, and increased cost efficiency
· A key aspect of the role will be to ensure appropriate evaluation and metrics are in place to support impact monitoring and milestone achievement. The programme manager will also be responsible for providing reports of progress and outcomes to relevant bodies such as Trust Operations Board, Trust Executive Committee, and the GST Charity.
See full details in the Job Description document.
The Ambulatory Transformation Programme (ATP) Team is a growing, dynamic team working across all clinical groups to innovate and improve services. We are looking for dynamic and experienced leaders of change who can harness the innovation and work within a multi-disciplinary team to embed large–scale sustainable change, at pace, whilst demonstrating our values and leading with kindness.
Exciting future developments are on the horizon, poised to revolutionise our approach to care delivery. The postholder will work within the Ambulatory Transformation to establish a new programmatic approach to transforming how we communicate with patients, deploying new technologies, optimising existing pathways, and developing a roadmap to modernise our infrastructure.
This role is pivotal to the programme's success, ensuring an aligned approach across workstreams and managing a complex matrix of stakeholders.
The ATP team is based in the Education Centre on York Road, in Waterloo – with the requirement to travel to our other sites in Waterloo, London Bridge and Chelsea as necessary, providing practical ‘at-elbow’ support to clinical and operational colleagues and ensuring collaborative co-design in pathways and product innovation.
Technical subject matter expertise
• Provide subject matter expertise (SME) in one or more of the following areas;
• Project and programme management (including agile methodology)
• Digital optimisation and transformation (Particularly in the deployment of AI or telephony)
• Design Thinking and Experience-based co design
• Patient and Public Engagement
• The development and implementation of Target Operating Models
• Lead on the production of effective governance and systems that enable a technology focussed programme to succeed
• Provide expertise on the adoption, deployment, and evaluation of web-based communication solutions including telephony, Epic MyChart, website optimisation, and generative AI
• Develop internal and external networks to support the consistency and quality of work aligned to the SME area(s) and maximise our impact and reputation.
• Expertly present findings and outcomes of the programme to executive level colleagues
Programme planning responsibilities
• Lead the development and utilisation of a strategy, aims and objectives for the ‘Contacting GSTT’ Programme, ensuring alignment with Charity objectives to improve patient experience, the number of successful patient interactions, greater health equity, and reduced cost to serve
• Where necessary carry out analysis to develop business cases for new areas of work and document and present to relevant authorities using prescribed formats.
• Lead other members of the programme team in carrying out rigorous project planning, identifying all activities, setting milestones and identifying activity owners.
• Monitor and track project progress against the programme plan, making adjustments if targets are not met, and providing recommendations for adjusting plans, strategies or programmes to the relevant governance forum.
• Use project management experience and expertise to continuously improve the approach to project management and delivery.
• Use knowledge of change lifecycle to plan for and ensure sustainable change on this programme, and consider alignment with wider Trust initiatives (e.g. Admin Safety & other Ambulatory Transformation initiatives) to ensure outcomes of this work complement long term strategic objectives of the organisation
Manage programme risks and issues, maintaining logs and communicating escalations clearly
• Establish the appropriate governance structure for the programme, and mobilise relevant senior stakeholders to sponsor, lead the governance and drive the programme.
• Manage programme risks and issues, clearly documenting and communicating escalations to senior programme management as required.
• Work with Programme Leads, Workstream Leads, & Trust Executives to resolve and mitigate challenges.
• Escalate risks as appropriate to other governing bodies and relevant stakeholders across the organisation and externally.
Manage delivery of, dependencies and benefits across the programme
• Ability to understand and manage a highly complex and large-scale transformation programme, centred around the adoption and optimisation of new technology
• Identify and capture the detail of all interdependencies between workstreams and across the Programme in the overall plan; ensuring these are managed and progress accurately reported and flagging any risks associated with dependencies.
• Develop the measurement framework to baseline performance against agreed balanced metrics, track impact of the programmes and monitor the realisation of benefits; conducting primary and secondary research, audits and evaluations where required. The primary benefits of this programme are improved patient experience, increased successful patient interactions, improved health equity, and reduced cost to serve.
• Develop and implement data collection plans where there are gaps and provide a high level of analysis of large and complex data sets.
• Be responsible for ensuring data quality required by the programme
Programme facilitation, communication and relationship management
• Lead the design, planning and facilitation of workshops, meetings and events with stakeholders for the programme; ensuring breadth in participation, achieving forum objectives and producing quality outputs. There will be a particular emphasis on codesigning new solutions with patients and continually engaging with relevant special interest groups to ensure they are involved in all stages of the programme.
• Confidently and coherently present to Trust Operations Board, Trust Executive Committee, Clinical Groups and other relevant forums, including when communicating regular programme updates (incl. risks) to all stakeholders which would involve imparting sensitive and complex information.
• Build effective working relationships with divisions and other stakeholders using well developed communication skills to negotiate, influence and reach consensus across senior leaders and programme stakeholders.
• Use negotiation and persuasion skills to gain support for the programme across the breadth of stakeholders, including patients, providers and commissioners.
• Persuade project boards, governing stakeholders and staff of the importance of the programme, negotiate with Clinical Groups to secure support and resources, motivating them to be involved and provide input where needed. Communicate unwelcome news eg where technologies are not delivering results, and secure change in the face of resistance.
• Engage with relevant staff in divisions to identify issues with programme delivery and identify improvements that promote standardisation at an organisational level.
• Ensure transparent patient involvement and continual improvement of patient/carer (customer) experience, working with the Patient and Public Engagement Team where relevant, using the PPIE hub and tools and having a good understanding of the Duty to Involve patients in our programmes.
• Develop and maintain understanding of organisational goals, culture and constraints relevant to the ‘’Contacting GSTT’’ Programme
Patient engagement, experience, and evaluation
• Play a leading role in recruiting patients who will be continuously engaged with during the development, testing, and validation of the new digital communication pathways
• Work with relevant workstream leads to engage with special interest groups to be involved in engagement activities so that we ensure developed solutions align with the Trust’s commitment to improved Health Equity
• Utilise relevant existing patient networks across the Trust and externally to help support consistency and maximise our impact.
• Maintain close links with the PPIE team during the design and delivery of the programme
• Engage with an external provider to commission an evaluation on the impact this programme has to health equity
Resource management and team responsibilities
• To provide line management to other members of the Programme team. Provide support to the development of capability for more junior members of the team.
• Work with the Programme leadership team to ensure projects and programmes are appropriately resourced throughout their lifecycle.
• Manage the recruitment process of programme team members, working alongside HR as appropriate, ensuring all relevant HR procedures are followed.
• Plan and allocate staff and other resources for assigned workstream actions, monitoring work allocation and re-allocating as necessary to ensure effective resource utilisation and successful delivery to time, cost and quality.
• Manage blended transformation and improvement programme teams, including resource from CITI (Centre for Innovation Transformation and Improvement), clinical operational colleagues, external SMEs and other project resources are required.
• Ensure that workstream leads have clear responsibilities and timescales and are able to track and report delivery.
• Lead transformation and improvement as well as programme and project management training; supporting, mentoring and modelling best practice to both programme staff and external stakeholders and partners.
• Lead on capability development, training and growing a community of subject matter experts in relation to areas such as improvement science, Design Thinking, digital transformation, target operating model etc
Financial and supplier responsibilities
• Ensure that project related business plans are underpinned by detailed and robust financial plans through budget planning and negotiation of appropriate budgets.
• Ensure that any business cases produced in support of investments / disinvestments are in line with Trust policy.
• Act as the budget holder for responsible areas of the programme, managing, monitoring and reporting on spend against budgets and escalating any issues (in line with financial instructions); ensuring all project and programme resources fall within the agreed spend on resources.
• Leading the procurement of any services or suppliers that contribute to the delivery of programmes ensuring appropriate sign-offs (including the management of tenders).
• Manage key supplier relationships from a programme perspective. This should include monitoring against contract KPIs and working with the leadership of the team to escalate performance issues and supporting fast resolution of problems.
• Following the duration of the funding window, there will be an expectation that appropriate options appraisals and businesses cases will be developed to ensure sustain and scale of programme deliverables where appropriate
Programme administration
• Collaborate on the development and implementation of policies and procedures in relation to the delivery of the programme, which are consistent with Trust standards.
• Uses a range of IT applications to create high quality and engaging reports and maintain project information in line with best practice and established Guys' & St Thomas' NHS Foundation Trust ways of working. Practice effective document management to ensure appropriate access to a range of audiences.
See Job Description for Full Details
This advert closes on Monday 3 Feb 2025